Premier Inn Reviews 

Tried calling number of the hotel several times no answer. The online chat I waited 40 mins for a response. On WhatsApp it says they’re not accepting anymore chats. Absolutely 0 customer service

Cannot get so called customer service answer phone or on chat to follow up complaint they have not responded to.

I stay a Premier Inn an awful lot through my work. My only issue is the price and quantity of food served not the quality as this has always been acceptable on the rare occasions I choose to eat in the attached restaurant.

I generally chose to eat out of the hotel because of the portion sizes and the price comparison with local eateries and today was no exception. It obvious there is portion control because the way the food is presented and laid out on the plate and tonight the food looked lost on the plate and was missing one item not to mention I burnt my figures pouring the source from the portion controlled pot .

Come on Premier inn treat adults like adults and just give value for money on your food portions

Premier inn Ulverston. We stayed for 5 nights. Staff were generally friendly and helpful. Breakfast was delicious with loads of varieties.

We did have a few problems which we reported to staff such as the kids room having a really bad odour like sewage blockage that staff knew about but couldn’t be bothered to tell us nor gave it fixed. My kids stayed in room 141 for 5 full nights with this awful smell.
Then we had really hard pillows. In the morning your ears would hurt quite a bit.
Room deco is run down. Old fashioned.
There’s no phone in room nor fridge

Need to improve on these points as other competitors tend to fix these things.

Automated horror. Everything is automatic. Cost cutting and profit maximising is the name of the game

Arrived. Wanted to ask if I could leave a case. Pressed button at reception. After about 5 minutes someone who looked like the handyman turned up. At least he let me leave my luggage.

Next day, checking out, again wanted to leave luggage. Pressed the button. Receptionist emerged from the room where she was hiding, (presumably so people have to use the machines). Told me to use my "card" on the door of the left luggage room to make a "donation" to Great Ormond Street hospital to use the left luggage. By "card" she obviously meant my debit card - not the hotel card. So - not only no service, but you have to pay for the no service.

This was in the one in Cowley, Oxford. Also - food pretty desperate situation - a "Beefeater" - which is a textbook example (in my view) of why Britain has such a bad reputation for food, the world over. Bland food, badly presented. I think I paid about GBP 6.00 for about 10 small "Halloumi fries" - each one small, greasy and over-cooked. The "Pesto and Grando Flatbread" was a piece of soggy bread (flatbread should not be floppy) smeared with cheap pesto and a trace of something which might have been cheese.

Restaurant full of shrieking modern British children whose parents seem to actively encourage them to simulate autistic behaviours.

A disaster.

Visited some friends in Wayford, Norfolk and then decided to eat at the Wayford Bridge Inn.
It's such a nice position overlooking the River Ant on the Norfolk Broads,.....Yeah right wait for it.
Greeted with distain and an abrupt attitude being told there were NO tables available outside or anywhere for walk in customers and as the kitchen was closing early for deep cleaning @8pm and this was 5:30. When we questioned the fact there was nothing posted on the website the manageress got quite stroppy with us and another customer behind us was treated in a similar fashion when asked for a table for 3 outside. Quite a few tables were empty in the restaurant and many many more outside so know wonder the Pub trade is on it's knees if these hopefuls think they can just run a pub/restaurant/hotel with 0 experience in how to talk/act towards customers.
Avoid at all costs as there is much better a short drive away.

Premier inn (euston) very convenient location with large railway station nearby. clean room lovely breakfast & helpful staff. Down side were the rooms were very warm as no air conditioning! Which was working at the entrance and eating areas. We take a fan with us when travelling as often needed! The road adjacent is noisy and busy but windows and secondary glazing cut quite a bit out but makes room even warmer!

Absolutely disgusted. We booked 4 rooms and on arrival we had to carry 2 small children and a pushchair up 2 flights of stairs, we was told that breakfast was cancelled because of a flood, the rooms were so hot that no one had any sleep because the fans were absolutely useless and didn’t work at all. This was supposed to be a rest bite between a long journey instead we have had to come home early as everyone is so shattered because of this absolute inadequate excuse for a hotel. We have used premier inn for years and after this and the fact that all customer services kept saying was sorry for the inconvenience we will not use them again. What a waste of £500 and all they offered was a refund for the breakfast that we couldn’t have anyway.

We stayed at Corby (Great Oakley) and had a good stay. Although the site is a bit tired, the room was clean and the staff on reception were really great at this site and helped with our taxi and breakfast bookings. Special mention to Martin who was really friendly and made us very welcome hence the 5 stars 🤩 It’s the people that make the difference 😀

Totally unimpressed about check-in process. No information in advance about parking costs (and even blue badges holders have to pay). No-one on the reception desks and automated check-in terminals not working.

⭐ 1 star — Good facilities, but extremely disappointing customer service and accountability
I have stayed at Premier Inn Warwick before and will actually stay here again. It is one of the few Premier Inns that meets our particular needs, including having air conditioning. This review is therefore not about simply wanting to write the hotel off.
Unfortunately, this stay left me extremely disappointed, particularly with the way a genuine problem was handled.
I booked a Premier Plus room. Premier Inn describes Premier Plus rooms as having an “Upgraded workspace”, and the Warwick hotel's own booking page shows the desk/workspace with a desk lamp. In fact, the photographs of both the Premier Plus and Standard rooms at this hotel show desk lamps on the desks.
During our two-night stay, the desk lamp was missing. I raised this with the hotel and asked for a lamp. The lack of suitable lighting was not simply a minor inconvenience. I am neurodivergent and found the bright main room lighting particularly difficult to tolerate. Using the main lighting to illuminate the desk was uncomfortable for me and also disturbed my wife when she was trying to sleep. The lighting problem therefore contributed to significant difficulty settling and sleeping during our stay.
I appreciate that things can occasionally go wrong in a hotel. What has disappointed me most, however, is what happened when I raised the problem.
The initial request was made verbally, which unfortunately meant there was no written record of it. I subsequently raised my concerns about how the matter had been handled with Premier Inn Guest Relations.
Premier Inn's position has been that desk lamps are “not a standard room feature” and can only be provided when available. I find this difficult to reconcile with the way Premier Inn itself represents the rooms at this hotel. Its own photographs show desk lamps prominently on the desks in both room types, and the Premier Plus room is specifically marketed as having an upgraded workspace.
A lamp was eventually found by maintenance, but importantly this happened during a separate third-night booking. It therefore did not resolve the lighting problem during the two-night booking in which I originally raised it.
Guest Relations has now expressly acknowledged this point in writing, stating that the lamp being sourced during the subsequent booking “did not resolve the issue during the two-night stay that forms the basis of your complaint.”
Despite acknowledging that, Premier Inn has continued to refuse any compensation.
My biggest disappointment is not actually the missing lamp. It is the lack of accountability and the way I felt my concerns were handled when I asked for help. I expected a Duty Manager to listen, investigate the problem and make a genuine effort to resolve it. Instead, I was left feeling that the emphasis was on explaining why the hotel wasn't responsible rather than taking ownership of a problem affecting a guest's stay.
I subsequently contacted the hotel management team directly using an email address provided to me by the hotel, specifically to raise my concerns about the Duty Manager's handling of the matter. Rather than receiving a response from hotel management, I have now received a further response from Guest Relations reiterating essentially the same position.
I do want to make clear that not all of the staff were unhelpful. In particular, Libby made a genuine effort to assist me and was caring and supportive. I am grateful for the way she treated us, and I am pleased that Premier Inn has acknowledged her contribution. My criticism is very specifically about the handling of the problem and the subsequent management/customer-relations response, not about every member of staff.
We will stay at this hotel again because its facilities work well for us, particularly the air conditioning. However, on our next stay we will be bringing our own desk lamp. That probably says more about how much confidence I now have in this particular issue being dealt with than anything else I could write.
I would have much preferred to leave a positive review. I understand that mistakes happen. What matters is how a hotel responds when a guest raises a genuine problem.
In my experience, the original problem was disappointing, but the subsequent handling of the complaint was considerably worse.
Good facilities. Some genuinely caring staff. Very disappointing management and customer-relations experience.

I stayed at Premier Inn Manchester Airport Runger Lane North before an early flight, specifically because I wanted a good night's sleep. Unfortunately, that didn't happen.

There was a large family letting their children run up and down the corridors screaming, shouting, and slamming doors for much of the night. The noise was so bad that sleep was almost impossible.

When I returned from holiday, I contacted Premier Inn regarding their Good Night Guarantee. I was then told my claim had been refused because it wasn't submitted within 7 days. I pointed out that many guests stay at airport hotels immediately before going on holiday, and most people aren't spending their holiday filling out complaint forms. Despite that, they still refused to honour the guarantee.

The whole experience felt very disappointing. The hotel failed to provide the quiet night's sleep it advertises, and the customer service afterwards seemed more interested in hiding behind a technicality than resolving a genuine complaint.

Angel Islington UK premier inn, failed to return our full refund only gave half to fob us off, the family bedroom was a health hazard full of mould, we were treated so bad by management in the premier inn, a month later and fobbing us off and won't return refund, under a good night guarantee I am entitled to this under consumer rights.

We booked a family stay at the Premier Inn Dundee City Centre and were extremely disappointed.

Our allocated room was filthy on arrival. There were crisps on the floor, toiletries left behind by previous guests, stains and splashes on the walls, dirty bedding, and the room was generally not fit for a family to stay in.

We immediately asked to move rooms. Over the next four hours we were shown two alternative rooms, but they were in a similar condition. The receptionist asked us to go for dinner while she tried to resolve the issue, but when we returned there was still no room ready. She was too busy. By around 7:30–8:00 p.m., we were told it would take at least another 20–30 minutes to prepare a room. By then our young children, including our baby, were exhausted and simply needed to go to bed.

Having given the hotel around four hours to resolve the problem, we had no option but to leave and book alternative accommodation at our own expense.

Throughout our time at the hotel, there appeared to be only one member of staff on reception, who was trying her best while dealing with a constant stream of complaints from other guests. I don’t blame the receptionist—she was clearly doing everything she could—but the hotel appeared to be severely understaffed and unable to provide rooms to an acceptable standard.

Unfortunately, despite being unable to stay because the hotel could not provide a clean, suitable room before 8pm we did not receive a refund. Overall, this was an extremely disappointing experience.

Unfortunately I’ve only one photo that my wife sent after noticing the major issues.

they’ve asked me to get in touch to make it right and over email they’ve said they won’t offer any resolution. Shocking treatment of a family. Steer clear.

I think these are supposed to be cheaper hotels and maybe so but I have stayed in two this year and the first one was just a quick overnight stay and food on offer was not so good. The one on the 10th to the 12th August was on the outer edges of Wimbledon South Chapter Way. The lady booking us in for breakfast had extremely limited English and could not answer anything we asked. She wasn't interested in the job as, instead of being available she was on her phone texting. eventually spoke with, I think a manger and asked if we could order some poached eggs. She told us all kitchen staff were on a training morning. We asked why do this during breakfast? No response. They could not give us any fresh cooked breakfast. The mashed potato, no one was eating as it was dried out and we all decided it looked like dodgy mashed potatoes, most unappetising. So no eggs available. I don't eat bacon so there was no protein for me to eat. I had tomatoes for breakfast. I did bring my own gluten free bread, as they don't have any. So not so bad. I said that we did not want to be charged for the breakfast and they didn't so that was also good. In the room I took my own clean indoor flipflops to wear in our room. At the end of the stay, Monday night to Wednesday morning I was packing my flipflops in a bag and the soles were dark brown with dirt from the bedroom floor. The floor was filthy. It made me wonder what else was not kept clean. The place felt uncared for and the staff echoed this. That doesn't mean its the staff's fault, it just means there was no motivation to do their best. Anathema and lethargy was more the case. Not bother if they did a good job or not. I wont go to any other Premier Inn. I did not find them premier at all. Oh, and the Air Conditioning was awful!! Noisy and unresponsive, couldn't seem to set to a temperature. all set to freezing cold. Gave up and switched it off. weather was super hot those days but who wants to be freezing in summer!

Truly awful experience with booking for a short stay at Premier Inn at Albert Dock in Liverpool. The online booking system said booking couldn't be confirmed, but said I would receive an email in 30 minutes. Nothing arrived. I had hour wait to speak with customer services to check status/whether or not I needed to repeat booking process. Their automated/virtual system is absolutely useless, but infuriatingly hard to get past to speak with a human (which you will need to do if enquiry relates to anything but the most basic stuff). After reading the small print I then discovered this hotel has no air conditioning on weekend I planned to stay; after final getting through to hotel reception (where human staff where helpful) I leant that some rooms don't have windows, and windows cant always be opened in those that do.

Very poor experience at Premier Inn Poole North. We arrived at the hote in the evening and booked a table at the restaurant. We were seated and then ignored for half an hour. We watched other people being seated after us being served straight away so we decided to leave as we didn't want to waste any more time. We mentioned this to a member of staff who mumbled an apology but took no steps to rectify the matter so we ordered food in from outside. This took more time again and, being diabetic and needing to eat regularly, was not an ideal outcome for myself. Needless to say I was already feeling a little ill as we went up to our room only to find that the air conditioning wasn't working. Not something we wanted to be greeted by on one of the hottest weekends of the year but by this time we were so exhausted we just put the fan on and tried to get some sleep. 

We awoke in the morning to discover our bed covered in fleas. We were in shock to be honest, the thought of sleeping in a flea infested room left us utterly disgusted. We packed our belongings up and complained to the front desk who moved us to a different room, but by this time our weekend was already ruined. My partner has serious chest and breathing issues and spending a night in a room infested with fleas significantly affected her breathing.

My main concern though is how this has been handled by your customer service team. I emailed one of the feedback forms and was assured I'd be contacted within 8 days. After 10 days of nobody bothering to contact me I went through your WhatsApp channel who looked into the matter and, whilst they were sorry for our experience, informed me that nothing can be done about it. No refund, no compensation, no recompense whatsoever. To effectively be told sorry, but tough was an utter kick in the teeth. I find it hard to believe that a large,  well known company such as Premier Inn can't even be bothered to offer anything at all to compensate for such an awful stay.

This whole experience has appalled us to be honest and I very much doubt we will use Premier Inn, or any other product related to Whitbread, ever again. I've no doubt that means absolutely nothing to a company of your size but I am genuinely offended at how poorly we have been treated. This whole matter has been handled disgracefully and I have been left utterly bewildered at how dismissive your customer service team was of our concerns. 

Further to my 1 star review of drunk disabled hating Premier Inn staff on a train which is why we will not use Premier Inn again I want to leave a review of Ayr Racecourse. We have been using this hotel since 2014 and Leeanne and the team have always been magnificent. Nothing was ever too much. If I could give 10 stars I would. Thank you Leeanne and the team for everything.

This is the most important thing for readers considering Premier Inn. Your room is not cleaned until your 6th day there. Meaning, yes if you are there for 5 days and you dont leave the sign out AND ask reception you dont get clean towels and bedding. If you dont do both you have dirty towels for your whole stay. I learned the hard way.

Ravenscourt Park is situated beautifully but thats the only good thing. The hotel is worn, old, grubby and falling apart. At mealtimes it smelt of dirty grease. I stood on a screw in the bathroom which i discovered was from the handle coming off on the last day. There was blood everywhere and there was no staff to tell.
Early check in was not available which was unfortunate.
Two of the four mornings we tried to buy water for myself and little nephew and there was no staff so we gave up.
People drinking outside the hotel every night when theres no drinking area there sometimes sitting on the steps you have to walk up with an 11 year old child. There was no safe feeling here.

I think that the front staff were so unhelpful because theres no recourse for them it made it all a devastating stay. They know that Premier Inn arent going to back their customers. From what I have discovered online they dont try to even rectify any of peoples issues.

Its sad because yes it is a budget hotel but I believe it is extortionate for the services they are actually providing. Maybe try Holiday Inn...or a tent.

Stayed at Harrogate Premier Inn with my wife for 6 days.

Good : Room was lovely, spacious, large tv and clean.

Bad : Room was not ready when we checked in which has never ever happened before to me in 40 years of travel.
No power socket next to wifes side of bed so we always have to pack extension leads which is an extra weight as we always travel by public transport.
My bedside unit was just a tall "stool" with very little surface area to put things on and items were easily knocked off onto the floor.

Overall a very good place and staff were very helpful.
Thank you.