Premier InnReviews 

We have stayed in a few Premier Inns over the years and have always had a good experience. We recently stayed at the Premier Inn Gravesend Central, Wrotham Road, DA11 7LF and we couldn’t believe the difference in customer service etc. The bed wasn’t made properly and there was no air conditioning on one of the hottest days! The restaurant left a lot to be desired! Where we chose to sit I could see everything the “so called chef” was doing and it made me not want to eat my dinner! Everything was taken out of plastic containers and put in an oven/microwave! At no point did he wear gloves when preparing any food! We came down for breakfast the next morning to be told there was no milk for cereal! The bread/crumpets were stale and the full English breast left a lot to be desired. Everything had been kept under a heat lamp and my husband said it tasted like rubber! We paid £10.99 each for a breakfast that wasn’t worth that amount of money. My advice to anyone is to do your research before booking a Premier Inn and AVOID this one at all costs!

Great room! Possibly newly refurbished? Everything you need for a great night's stay. Coffee machine nice touch. Nice products in pristine bathroom. Comfy bed an pillows. Pleasant setting. Food/restaurant facilities in walking distance. Lovely receptionist on check in.

Stayed at the Greenwich hotel for two nights. The actual hotel as whole is fine however, my issue is more about Premier Inn themselves and their customer service.

The window in our room did not shut properly so the noise was quite significant which constantly woke us through the night. We reported it the next morning and was told it would be sorted.
Next night, returned back after a long day and it was exactly the same!

I tried to report this through the customer feedback whatsapp but got a message saying that they cannot accept any more messages. Tried to feedback through the webform and that didn't work either using Chrome, Edge or my mobile.
Seems very difficult to use the methods they provide to leave feedback through the channels they tell you to use!

Had to email them direct where to cut a long story short I was told that staff have now checked the window and it is fine so the noise I had experienced was due to it being on a busy road so I should just expect and accept it!

The windows was faulty when I was there and if they would have looked at it whilst I was there, I could have showed them and either way, what happened to believing your customers rather than making me out a liar

I asked about the guaranteed good night's sleep and was told that our disturbed sleep wasn't their fault so the guarantee isn't valid
So the guarantee isn't a guarantee after all then?

Makes me think that they like to sell you a promise but fail to live up to it

Booked a stay for later in the year back in January for my partners birthday and was recently put on medication that requires refrigeration. Was hoping there would be some accommodation due to the fact that I didn't know about this medicine until months after my booking, but all support offered was the live rate and no discounts or sympathy. Don't even bother trying to phone them directly, you'll be on hold forever and they'll just hang up on you

I wouldn't give them any stars after my recent stay at the Premier Inn Chesterfield and poor experience with their aftercare / guest experience team - it's just a "computer says no" answer from someone who can't write a message without the help of AI and who is blunt and rude and in need of some training - pay no attention to the Good Night Guarantee - utter nonsense - I won't return to that or any Premier Inn.. spend your money elsewhere!

Room had moldy cealing in bathroom damp patch on cealing above bed wall had plaster pealing damp and then found someone teashirt by couch in room paid for the Internet and could not get a signal in the room logged it with guest relations on line nobody came back to us total shoddy behaviour

Staff good ish windows do not open no fresh air

Why do I have to pay for parking to horizon avoid payed to stay should not have to pay for parking premier Inn is going down hill fast

Stayed in the Goole premier inn in May. Arrived , booked in gave my car registration as directed and parked in the hotel car park. Left the next morning after a very good stay. A few days latter received a parking fine from "Horizon Parking" for illegal parking. Contacted Premier customer services for help, they were less than helpful so I filled out an online complaint. Today received a fawning reply saying that although I had done nothing wrong ( and they have evidence) I had to fight the parking ticket myself. Basically, we've had your money , go away and don't bother us. That was the first time I had used Premier Inn and it will certainly be the last.

Three days stay - I found the accommodation well located and generally satisfactory, I wish to raise concerns about the housekeeping service provided during my stay.

I believe the cleaning arrangements require significant improvement. For a stay of this length, I would reasonably have expected towels to be replaced and the small 10-litre bin in the room to be emptied.

On Saturday morning, I spoke with a member of the cleaning staff in the corridor and requested a replacement bin bag. She kindly provided one and advised me to leave the full bag outside my room for collection, which was subsequently done.

On Sunday morning, I noticed a notice in the corridor, although not at reception, stating that room cleaning services had to be requested before 12 noon. I therefore approached a member of staff at reception and requested that my room be cleaned, fresh towels supplied, and the bin emptied. He acknowledged the request; however, I observed that no record appeared to be made of it.

After returning later that day, I found that the room had not been serviced. No cleaning had taken place, the bin remained unemptied, and fresh towels had not been provided.

I returned to reception to report the matter. The two members of staff on duty apologised and supplied clean towels for both myself and my friend staying in the adjacent room (Room 2). While I appreciated their assistance, I was disappointed that my request had not been carried out despite being made in accordance with the hotel's stated procedure.

Although I was satisfied with the accommodation and its location, the housekeeping arrangements and communication between reception and cleaning staff appear to require improvement.

I would respectfully suggest that guests staying more than one night be informed of the housekeeping request procedure upon arrival, in addition to any notices displayed. This would help improve the guest experience and reduce the likelihood of similar issues occurring.

Had the communication between reception and the housekeeping team been effective, I would have rated my stay as excellent. The issue was not with the attitude or helpfulness of the staff, who were polite and apologetic throughout, but rather with the apparent breakdown in communication that resulted in my housekeeping request not being carried out.

Finally, I can’t comment regarding the food as I ate out.

I generally love Premier Inns and have stayed in these for business and pleasure throughout the country. You know what to expect and and they are often well placed. This week I stayed the Huddersfield Central hotel for work. It was the most expensive one I have stayed in, at £189.00 for a Monday night!!! Although it looks a bit run down now the bar / restaurant itself was the worst part. No draft beer or Cider available and without doubt the worst hotel meal I have ever had. The chicken wings had a gloopy bbq sauce over them which was not pleasant and the Fish n Chips was just poor.
Very disappointing stay.
However, the staff were nice and breakfast was quite reasonable.

I didnt even stop to think whether I should book this Premier Inn or not because I thought they all had to be of a certain standard. I was wrong, this Premier Inn in Bath City Centre was horrendous, and probably one of the worse hotels I have ever stayed in, in the UK.

We arrived late after driving for 3.5hrs from Cornwall, to be met by a girl in the reception who clearly did not want to work there. I can take tired, dated rooms as long as they are clean. However, upon entering our room we were greeted with floors dirtier than the outside, our family of 4 was only provided with 3 towels... And I only realised that we had no toilet paper halfway through my poo!

When my wife went back to reception (twice), we couldn't find anyone to help, except a security guard that helped in the search. She finally found a more helpful member of staff, who offered my wife a free breakfast (I would have preferred some toilet paper first), but by that time we were all too tired to pack our things up and move. Premier Inn responded to my complaint stating that they understand my frustration, but nothing can be done because I was offered a different room at 11:30pm, when my kids were so tired, and one had already fallen asleep. Apparently poor service, and dirty rooms is okay as long as we're given a complimentary breakfast.

Just take this as a warning, that this is nowhere near as nice as any Premier Inn you have stayed in before

We stayed at the Premier Inn, Dundee (next to Discovery & V&A Museums) recently and I just had to give feedback on the Welcome Host on Reception. I only wish I knew his name. He was SUPER efficient and friendly. Nothing was a trouble (even though the hotel appeared to be fully booked due to a children's dance competition close by). He helped us with car parking advice and later in the evening when I discovered all of the pillows in the room were too soft for me to be able to sleep with - I contacted him and he brought me 2 firmer pillows at the end of his shift ! Bless you "nameless angel" You are a superstar - thank you

Let’s start by saying that you know what you are getting when you book a premier inn room. They are all quite similar, so what makes one premier inn stand out from another - ITS THE STAFF - (We stayed at the Hayle in Cornwall hotel, where we have stayed a few times before as it is perfect for visiting relatives who live around the area. It has the advantage of a Macdonalds near by, a petrol station opposite and a large Marks and Spencers/Boots and Next stores near by so the location is perfect and close to the A30.) So thats the location - but the staff at reception and housekeeping staff were second to none. They were friendly, welcoming, and knowledgeable about the local area. They went out of their way to make sure everything was done to make our stay perfect. I cannot praise them highly enough, so hotels with electronic check in please take note that this is the way to treat guests. We shall be coming back to this hotel again and look forward to seeing the wonderful staff at the premier inn in Hayle - Thank you xx

Very disappointed with my recent stay at Premier Inn Romford Town Centre.

The room was advertised as having air conditioning, but in reality there was only a 19°C fan system which did nothing to cool the room. The shower was also faulty, with water spraying out of both the hose and fitting, causing water to go everywhere.
The shower water was extremely hot and I was unable to adjust it as the handle wouldn’t move(it was broken staff confirmed this). My wife is pregnant and has asthma, which made this extremely uncomfortable for her.

The bathroom also had many mould/damp patches and areas of damage. To make matters worse, there was no bath plug in the room. I reported this along with the shower issues to reception and was told someone would come to the room within 15 minutes with a bath plug and assistance. Nobody ever arrived and the issues remained unresolved for the duration of our stay.

I have photographs and videos of the issues. I have now contacted Premier Inn via WhatsApp in an attempt to resolve the matter and seek appropriate compensation. I hope they will take these concerns seriously and provide a fair response. UPADTE: After speaking to customer services on the phone they said they spoke to hotel staff and staff said I only raised the problem of a bath plug , they said they cannot do anything and pretty much disregarded everything I said!

I have stayed at Premier Inn many times over the years and had always viewed the brand positively. Unfortunately, my recent experience at Premier Inn Tolworth has completely changed that.

The first night of my stay was excellent. However, when I returned a week later, our sleep was disrupted by inconsiderate guests making noise during the night. The twin beds were also uncomfortable, resulting in a poor night's sleep.

I am autistic and was travelling with my mother, who suffers from dementia and Alzheimer's disease. Due to our health conditions, it was not practical or reasonable for us to leave the room during the night to confront other guests or seek assistance from reception. There was also no telephone in the room to contact staff.

I left the hotel at 7:30am due to a long drive ahead. Reception staff were busy with breakfast service, so I raised the issue through customer services at the first reasonable opportunity. My Good Night Guarantee claim was rejected outright because I had not reported the issue during the night.

What is most disappointing is the complete lack of consideration for our circumstances. The policy was applied rigidly without any regard for the fact that disabled guests may not be able to access support in the same way as others.

To make matters worse, when I asked to make a formal complaint, I was told the WhatsApp team was the only complaints channel available. After I challenged the decision and requested escalation, the chat was simply closed.

As a loyal customer who was planning future stays, I find this treatment unacceptable. Premier Inn's advertising promotes a "Good Night Guarantee," but in my experience, that guarantee appears meaningless if you are unable to report issues in the exact way they require, regardless of disability or personal circumstances.

Very disappointed, and sadly I will be taking my custom elsewhere.

Shakeira at Pickering Premier Inn is excellent. In a tough environment where the hotel has been short staffed, Shakeira has provided an excellent service and has gone the extra mile to help me. She is friendly, positive and nothing is too much trouble. Her manner is superb as is her service. Thank you Shakeira, Shakeira

Charge a fortune, bare minimum of staff on duty at most hotels I have stayed at for the last 3 years at least.
I never thought I would say it but Travelodge is better value for money

Horrendous. Went to Tonbridge. Clearly a knocking shop. Disturbance all night. Premier Inn do not care.

We stayed at thePremier inn Hotel at Hendon on Saturday 30th May.
Had it not been for the diligence and helpfulness and shinning personalities of Shunza and Krupa who were amazing and the only staff on duty I would be leaving a one star review.
They both were run off their feet, but kept on smiling, been very helpful and extremely professional 5 stars to you both, you deserve better from your employers.
On going down to breakfast, the coffee machines were broken, so only plain sachets for coffee. Could have toasted the bread quicker with a lighter than the toasters could manage.

I had a very disappointing experience at Premier Inn Gatwick.

The main reason for booking a hotel is to get a good night’s sleep, but unfortunately that didn’t happen. Our room was affected by noise from the shuttle buses running throughout the night. When we raised the issue and asked to move rooms, we were told we couldn’t simply be moved and had to pay for another room.

Unfortunately, the second room wasn’t any better. It was hot, noisy, and we still didn’t get a decent night’s sleep. We raised our concerns during the stay and then followed Premier Inn’s complaints process afterwards.

What disappointed me most was the response. Despite clearly explaining the issues and the fact that neither room provided the basic service we had paid for, no refund or meaningful compensation was offered. Instead, we were told we could have an English breakfast. While that may have been intended as a gesture of goodwill, it did not address the fact that we had paid for a night’s accommodation and did not receive the restful night’s sleep Premier Inn is known for promoting.

The lack of accountability and the feeling of being dismissed left a much worse impression than the noise itself. I would have appreciated a fairer and more customer-focused resolution.