Premier Inn Reviews 

BEWARE of the PREMIER SCAM !!
If I could give a ZERO stars I would have. We stayed in a Premier Inn Derry/Londonderry recently.

The Fire Alarm system activated at 2am in the middle of the night and management blamed 'guests' on our floor. Poor communication and Zero instruction for safety of guests during the whole event. No safe evacuation was carried out.... as required by safety legislation for buildings of multiple occupancy. Next morning Front Desk claimed they 'removed the guests in middle of the night' at the time.
We observed no one being challenged or removed 3 rooms down (room 208). I also spoke to a gentleman who was guest in the room directly opposite & said no guests were involved or removed.

The SCAM - Premier Inn always states it was guests who activated the alarm by smoking, this is so they don't fall need to comply with their 'Good Night Guarantee' promise (T&Cs).... go figure!?

In return home we raised our concerns on this one-off experience with Guest Services, as suggested in their website... and guess what? Premier Inn claimed it was 'outside of their control'. Much as expected!!

Now in recent corporate publicity they have moved covertly away from that once recognisable 'Good Night Promise' campaign changing it to 'with Premier Inn - you know what you get'

I warn others now - beware corporate honour has become Corporate Bluff (just to avoid token payments), for a failure to manage and maintain their fire safety systems.

As a family, we will AVOID Premier Inn in the future. Be Aware
Shame on You...Premier Inn.

Do not stay at this chain. I paid £330 for a room for 2 nights in Dufermline. The hotel was smelly, dirty and the toilets in the pub area were not cleaned from the Friday we arrived to the Sun we left. On the first night the toilet broke in our room and was on permanent heavy flush all night. I reported it in the morning and was told maintenance would be out to fix it. I checked on my return and was told it was fixed and they thought it was resolved. The same thing happened the next night and when I reported it, they were aware it was an issue with that room that they keep "fixing" but not actually fixing. All they are doing it stopping it flushing and not fixing the cause which is the fact that the hotel is in desperate need of a refurb. We had no sleep for 2 nights and Premier Inn seem to think because they sent out an engineer and they think it was fixed, it is acceptable even though they didn't fix it and I had no sleep for 2 nights and had a toilet we could not use. Pretty sure that is basic amenities you would expect to be provided in any hotel, but not at a Premier Inn.

1. Virtual assistant ads frustration, not value.

I JUST want to know if guest gets a better deal on meeting rooms at Kings Cross hub. And when I eventually got through to te main booking line, they can't help in any case, and I have to call the hotel, back to vitual assistant and then sit on unasnwered phone call when I say I want to speak to a person. AWFUL.

Absolutely rubbish hotel . We stayed at Daybrook North in Nottingham to visit Family for 2 nights. Upon arrival the room was extremely hot and although a 360 degree fan was provided it was absolutely covered in thick coagulated dust which was so unhealthy we feard putting it on! The room wasn't as clean as we had expected and put a clean our room sign out the next morning. We arrived back at the hotel quite late to find that the room had not been done. Reception didn't seem to be bothered. Have been in touch with customer services who's policy for a good night's sleep is non existent, they just don't seem to care.
Our advice? Avoid like the plague.

I stayed at the Truro hotel for 1 night on August 20th and again on September 6th
The rooms were good and clean as always and the staff very friendly
But the attached Beefeater was grubby, both inside and outside where there was a lot of litter and the food was really not good
I have stayed at a number of Premier Inns and they are normally better than this

Never again make a use of semi flex or flex booking where by you pay upfront to save on discounted rate as in case of cancellation, which was in my case, as I was admitted to hospital under emergency, it took me ten calls each lasting around half an hour on average to get my full refund after one month.

Stayed at Premier Inn New Square West Brom. Very, very unhappy that they have closed the restaurant and are currently offering no on site hot food, including the cooked breakfast they have always highlighted. Their strap line of you know where you are with a Premier Inn is no more. Will try and avoid Premier Inn going forward.

Booked a plus room at Gloucester quays, it's not worth the extra money.
Room size is exactly the same as the standard room. Extras are supposed to be coffee machine, yes, ironing board yes, sweet treats no, water in the fridge no, fridge yes, it was claimed they received no deliveries.
Rather disappointed with the whole experience, I would not bother to book a plus room again, waste of money.

Without a doubt the worst customer service I have ever experienced, they do not care about customers whatsoever,the process for rasising a complaint is made as difficult as possible, and now i can see why. I would advise anyone not to do any business with Premier Inn and suggest they change their name to Dreadful Inn to reflect their level of service.

London Heathrow Airport terminal 5
We stayed here 8/9th sept and the location is great the bus stops right outside and we had marvelous service from all the staff! Special shout out to Keith who went about and beyond to help me and my friends! Amazing service !!!

Booked at two locations over a week, paying in advance for breakfasts that they knew they wouldn't provide. Took our bookings under false pretences. Who wants to stay at a hotel that doesn't even provide breakfast? Used for years - never again.

The irony of this low rating is that I started out simply trying to connect w/ Premier Inn to request an early check in for our stay later this week. That would have meant an upcharge for us - ok, makes sense. BUT - it was impossible to get to my actual reservation online or by phone, then it took well over an hour to connect to an agent long enough to get resolution.
Neither the link from my email or going to their website would get me to my hotel reservation, booked months ago. I was getting the generic error: "something went wrong. try later" for the last couple days on the website. Then the chat bot couldn't process an early check in request, gave me ph# to call. After a very long hold and no answer, I thought I'd try to connect with an actual person through chat. Success! Only to have that agent misunderstand my brief request, do nothing, then end the chat - after I waited 20-30 minutes for them to join the chat btw. One last time bc the clock is ticking to be able to now cancel and I want nothing to do with this hotel chain. Waited another 1/2 hour for agent to come back on. Finally, got the stay cancelled & the reference # that I requested.
What should have been a 2-3 minute update to my reservation became hours of ridiculousness leading to me cancelling. Feeling thankful I discovered their low standards before actually staying there. If a company can't do the one thing it's in business to do (get the customer smoothly to their booked room), I'm going to suggest people stay away.

We’ve stayed at many Premier Inns. Recently we stayed at Musselburgh. On check in we put our car registration details in for 3 nights parking. A couple of weeks later we received a parking fine from Horizon parking stating that on the middle night of our stay we entered the incorrect registration details. I telephoned the hotel direct but they weren’t at all interested. Told me to appeal.
I couldn’t understand how when you only enter your details at check-in to cover the complete stay, one night was wrong.
I then proceeded to provide my booking details for three nights to support an appeal with Horizon.
A couple of weeks later my appeal was unsuccessful and my fine was reduced to £15 if paid within 2 weeks.
I wrote several emails to Premier Inn during this time as felt something wasn’t right and how many others had this happened to. I really didn’t agree to even paying £15 as I’d registered my car and this was so unfair.
Premier Inn took almost 2 weeks to respond and still not received any help from them. I’ve now reluctantly paid the £15 to Horizon parking as I do not wish to have to go through an appeal process.
So very disappointed with the lack of support from Premier Inn. I was informed at a different Premier Inn in England that they contact the parking company on your behalf and can get the fine overturned.
Musselburgh told me that they have been told by head office they can no longer get involved with the fines as it was taking up a lot of their time. Say no more !
It’s definitely made me think twice about returning to a Premier Inn due to no support. They offer free parking but it wasn’t for me! Be warned it could be you one day.

The rooms may guarantee a good night's sleep, but the website and customer services gave me nightmares.

All I wanted to do was book a long weekend for myself on my wife, somewhere in Dorset. Not fussed where. The only requirement is a ground floor room or a hotel with a lift.

Nothing demanding there.

Tried via main the website, and via the websites for named hotels. You end up in a never ending doom loop of providing dates etc.

Tried the main number and you get to "speak" to an AI robot. OMG!

Got utterly fed up with that so I tried customer services. 10 minutes wait, then through to someone who didn't fill me with confidence.

Stressed the only requirement was ground floor or a hotel with a lift. Stressed my wife cannot do stairs.

He went away for 2 or 3 minutes and said I've found you a hotel with a room on the first floor. Does the hotel have a lift I asked? No was the reply.

At that point, Premier Inn lost a customer forever, or at least until it gets its act together.

What happened to call a number, speak to a human, give them your requirements, tap tap tap and the options are presented to you. Pick one and book it. Job done?

Life used to be so simple. Now? Forget it.

We all know that the Premier Inn chain has never been the best, but this goes far beyond the poor quality of the property.

The organization is absolutely terrible. We have 40 rooms at the Buckingham property, and they have no idea how to manage or organize the hotel. They are completely incompetent and seem unable to handle even the most basic things.

We are constantly left at the mercy of whatever happens because they move people out of their rooms without any warning or respect for the guests.

The whole situation is absolutely disgraceful. The level of organization and management is unacceptable.

PLEASE DO NOT STAY HERE. I STRONGLY RECOMMEND AVOIDING THIS HOTEL.

Poor customer service. 2 months to reply to a bad experience. Unhelpful.

Premier Inn Yeovil, it was made clear (after booking a non-refundable booking) that the hotel I was staying in had no restaurant but I could have free complimentary fruit, it didn't look good and looked very old (shame I can't post a photo here). The shower door over shot it stop and when closed left a larger gap in the middle. the shower was very dirty in the corners. The worst part was that workers were working the the old Beefeater restaurant (hence why it was closed) and on my departure at 3am I tripped and fell outside over on a paving slab that they had lift and left like this all night. All I can say is always check Airbnb because I'm sure you will find a better room to stay. Premier Inn company just seems to be an automated business now, robot vacuum cleaners, AI customer service where are the humans gone?

Made a last minute booking on my ipad at about 7pm. Arrived at 8.30pm approx but they couldn't find the booking, and the internet was so poor that I could not connect to find my email confirmation. The Clerk would not allow us to stay without the confirmation. I knew they had three rooms available, and asked to book another room, but was told this could not be done. So my 82-years-old husband and myself were sent out into the dark at 9pm with nowhere to stay. I went for help to Brewers Fayre next door where a young man worked magic with his phone and my Ipad to retrieve the confirmation,which was then reluctantly accepted by a now very surly clerk. This saved he day, but, like others, we will not risk Premier Inn again.

I booked a room at Premier Inn Norfolk Show Ground (6th Sept 2026) and after a 200 mile journey l arrived at around 13.15. l was told the room was ready but if l wanted to check in early l would need to pay an additional £15. If l didnt pay l would have to wait until 15.00 to gain access to the room that l had already paid for. Allowing me to check in early wouldn't have cost Premier Inn anything. Most hotels allow guests to check in early as a courtesy. This is cynical, calculated profiteering with no justification.
Use a another accommodation provider who actually values their guests. Disgusting approach to customer relations.

The room was great - fab sleep - my sister & I stayed one night 5th September 2026. Breakfast was lush! CRUMPETS! Yum served by a great staff - Karen, Mattie (young chef) & Stacey! Thank you!