Premier Inn at home Reviews 8,644

Bought pillows for my daughter as we regularly stay at premier inn and she was having really bad neck pain. Although her pain hasn’t disappeared as she is young and not on top of her physio. The pillows are fantastic!

Awful service

Very uncomfortable had neck and back pain ever since, also brought through topcash back and declined it

Happy with my new bedding - i got the quilt and pillows. The pillows are really comfortable and have minimised neck ache. I love that they come with protectors included. The quilt is big and puffy, which makes it feel luxurious. It's not massively warm but that's okay, i dont want to be hot in bed anyway. Overall, the bed is like a cloud and i would recommend these products. I got the same for my lovely son too, and he is equally happy with his.

I was very excited when the pillows arrive as I thought I'm going to have the best sleep in years. Turns out, I didn't!!! I normally would read reviews before buying and lots of people are saying that this is the best people they had. So, I decided to buy the firm pillows as recommended by reviewers. It was just too firm and to high for me. I emailed them about returning it for their softer version however, they don't accept returns for sanitation purposes. It is such a waste, but I'd rather have a good night sleep than enduring these uncomfortable pillows. So, if you're thinking of buying, stay away with their firm pillows!!!

Staff were lovely. Room and facilities left a lot to be desired. Bathroom had black mold on the ceiling and floor. Bedroom smelt damp. So close to the motorway all you could hear all night was loud traffic. Wouldn’t stay there again.

These are NOT the pillows found in Premier Inns. Ordered both the firm and soft, and both feel like 3 star rated £10 Amazon polyester lumps. Tried the firm - akin to sleeping on a dry sponge, and the soft pillows would take off in a light breeze. Both I guarantee would be rice pudding in 3 months.

Advertising as "luxury" is a marketing stretch at best!

We ordered the Premier Inn mattress 2.0 after a fantastically comfortable stay at one of the hotels. We loved it at first but it seemed to lose its support after a couple of months, and developed dips. We’ve had it 13 months and tomorrow it is being replaced. The other thing I noticed (having stayed at another Premier Inn on a Silentnight mattress at the weekend) is that the topper in the hotel was much firmer and could be zipped off. It’s a shame because I really did believe that the mattresses they sell for home use are the same as the hotel beds, but it is clear from our experience that they are not. Disappointed because they aren’t cheap!

Amazing bedding

Brought 4 pillows and really disappointed with them after the first 4 I brought 4 years ago was brilliant. But the new ones just went flat and not comfy at all. Very disappointing after we told friends how good they are. My other half sent a email to you but still no reply.

Great bedding can’t recommend enough

Happy with the pillows and duvet

Had a few days at the hotel and found that mattress was very comfortable. We bought one and the duvet set with pillows. Happy with the purchase.

I bought 4 of these pillows 7 months ago and was pleased for the first few months. They became flat and less supportive after 6 months. I now need to replace these products for an alternative. Customer Services stated that the gaureetee is for the first 6 months, and is recommended to replace them after 1 year.

I've found this very disappointing and would purchase again.

Purchase of the bed using the online portal system which was very good. You are able to easily customise the bed frame and dead and mattress. We also purchased the quilt and mattress protector and pillows.

We received the bedding within 48 hours of placing the order via a separate delivery company which was really good and excellent quality.

However, the delivery of the actual bed and mattress was where we had all our issues. The delivery was contracted out via a company called AIT. The staff were very rude and intimidating. We had paid for the bad to be assembled however, were told on the day by the staff that they were unable to assemble it. The staff were incredibly rude when we spoke to the stuff about this and said how unhappy we were about the experience he said that this happens all the time and we have to just make a complaint. As we were having our bed delivered on a Saturday we were unable to actually speak to anyone at Premier Inn.
I had emailed on the day about the complaint of how poor our experience had been and the fact that we had had to pay for someone to come and install it After already paying for this service. We’d also paid for our mattress to be recycled, however, the delivery staff were initially refusing to take our mattress and we had to have a 20 minute conversation with their manager on the phone.

No one from Premier Inn actually responded to our initial email and it was not until I phoned the customer service Line where I was able to make my initial complaint.

The staff on the Line were very friendly and apologetic for about the service that we had had and that this did not represent what they would expect. They said that they would escalate the complaint via AIT as this is where our issue had been.
We had to contact AIT on five separate occasions as they were not resolving the issue. Finally we went back to premier Inn who then said they would progress the complaint. We heard nothing more until I called again a few days later and asked to make formal complaint. At this point we were told that the claim had been reopened against AIT who offered £50 compensation however it cost more than this for us to have the bed built and we’ve already paid for the service given how poor customer service experience had been with AIT and also Premier Inn having to chase them constantly to get a resolution in the end we were offered £150 from Premier Inn and £50 from AIT.
We have only been paid £150 by Premier Inn and I’ve had no further correspondence.
I would not recommend purchasing a bed from this company, the contracted out services are very poor. The delivery team are very rude and intimidating and aggressive. I would not pay for the recycling of the mattress as this cause a lot of issues for us on the day of collection. I would also not recommend in asking a bed to be built as it will not be built. You’ll be left out of pocket and forced to find someone else to fix the bed for you.
We had such a poor customer service in the offer of £200 compensation in total of which we’ve only had 150 is not reasonable and I would not recommend.

If we had been able, we would have returned the bed however this was not an option as we asked.

Very disappointed will not be using again in the future

I just bought 2 of their pillows,they are not the same ,these are awful.they advertise they are the same But they are Not.

I received the wrong size duvet. I emailed about a return they said I could and asked for a photo for the seal not broken which I did. I have been completely ignored since. I have emailed and called up multiple times to sort the refund after they have ignored me and I have been ignored even more it’s been 2 weeks now with no response

Love Premier Inn pillows! This is the 3rd set I’m buying and will continue buying. Quick delivery and reasonable price. Very happy with them.

Excellent service, the mattress is heaven sent.