Premiereinn Reviews 22

We booked Premiere Inn in Newbury South in January for 3 nights in May ( we make the same visit to our daughter and family every year in May ). The day before we were due to travel I decided to check our reservation was ok. SHOCK/HORROR...I was told our booking was a "No show" in MARCH !! I managed to get intouch with them and explained we make the same visit to Newbury every year to see our daughter and family and always book for May. They carried out an investigation which revealed the operative HAD made a mistake and put down March by mistake. They apologised and said they would offfer a full refund. The total was for 2 rooms at £183 per room for 3 nights. Total £366. They only refund £183 for 1 room. I contacted them again to explain we had only had hailf the refund. Well this process took forever with dozens of verifations etc etc etc etc. Finally we managed to drum some sense into the person on the other end and a refund for the other half is issued !!! The worst part of all this is that being told the day before we were due to go that we had no reservation booked caused us so much anxiety and panic realising we had very little time to find alternative accommodation in Newbury ( our daughter had booked meals out etc ) Everywhere was booked for that weekend. Fortunately Travelodge were very helpful and found us 2 rooms. The day was saved. We will never use Premiere again rather we will book and pay well in advance at The Mercure, Newbury a far more superior location than Premiere. A good customer lost !!

Stayed here when we came down to see a show and couldn't fault it. Great location, lovely comfortable beds, convenient parking and excellent facilities in the bar and restaurant area with great deals to eat both dinner and breakfast. I would highly recommend.

Reasonable Hotel in Good Location. Number of maintenance issues with room.
Reason for One Star review is I am getting Parking Fines for parking in the Car Park. At no time did they ask for my Registration Number or provide any way of doing so. Now having to contest a number of fines. SHAME on you PREMIER INN

We stayed at premier inn Washington, premier plus room, great stay, breakfast was exceptional, staff friendly and very helpful

Stayed at Premier Inn, London Road, Wrotham Kent on 24/11/2024. We booked a meal for 18.00, and duly approached The Beefeater Inn at 5.15, and my wife and I tripped over an unlit kerb, fortunately no damage to us went inside to see my sister-in-law and she was being supported by her husband holding her arm.

She was crying and told us she had hurt her arm, after tripping over the same unlit hazardous kerb. Her husband was bleeding. I reported it to the receptionist who admitted she had previously done the same.

We left details, photographed the site, and she said no manager was on site, but she would prepare the report. She subsequently advised me that The Manager-both names redacted-had advised Premier Inns Senior Management of copious complaints but they had done nothing!

After a hospital visit of 9 HOURS, we returned with a plaster cast on the arm, and there was no copy of the accident report as previously requested.

On 25th November on departure, the promised accident report was-unsurprisingly-not supplied.

After many requests to Whitbread Privacy and C.E.O. with verification from all four of us, they have not sent us an un-redacted copy as promised.

We have tried to sort this amicably, without recourse to qualified legal representation, but with a refusal to communicate with us, leaves us with few options

Having stayed at different Premier Inns in London for various hospital appointments in the past, we assumed this would be of the same high standard. How wrong that was. The booking was for an accessible room as i have disabilities, I also have serious issues with my bladder so it is important I can stay clean in the bathroom. The hotel looked quite shabby from the onset, with the receptionist lacking the experience the job required. The man in charge seemed happy to carry on chatting with the barman instead of stepping in. On entering the room it looked ok, though the carpets were not very clean, even in the hotel corridors. The bathroom was another matter, it was disgusting. The toilet & sink were ok but the shower was dreadful. I was disgusted by the filth on the shower seat, the mould on the curtain and unclean floor. There was no way I was going to use the shower so managed the two day stay using my own wipes. In fact I took pictures of the dirt, grime. fluff and someones human hair - YUK! I have emailed Premier Inn but they sent a 25 day to respond standard reply. I have highlighted a serious health & Safety issue that can affect guests with health problems and they choose to ignore it. As the person in charge seemed to be at the bar most of the time, there was no point of saying anything. Please beware any disabled people looking to stay near Moorofields Eye Hospital London. I need to return in November, but looking into alternatives.
This is an update to this review. Having got no response on the phone I direct messaged premier inn via Facebook. Well after 8 days they refuse to participate in any way as it was Mr B who paid for the stay despite it being my booking. He has given written permission for them to deal with me with this complaint but they refuse to. Premier Inn want his Social Media address - he does not even have an email address let alone Social Media and is 75 years. of age. Their advice is to telephone - you know that thing that doesn't connect to a person. Its utter madness. I appreciate confidentiality, but when written consent is given and the offer to telephone him is rejected what does one do? What I will not do is give up!

Thieving scumbags messed up my booking then refused to refund it. Never booking with them again

Tried to book a room on line in Addlestone. We are based in Canada. We have booked rooms on line all over the world with no issue. Entered arrival and departure dates. Clicked on next page. Whoa! The dates now show arrival the day before the dates we selected. And departure a day earlier. Tried several times. Same result. Call the hotel. “We can’t make bookings over the phone”.Called the central number. We value your call platitude. Anticipated wait time 30 minutes. Go to web site contact information. Notice says can’t promise a response in under 30 days.

My problem is an inability to get in touch . I was unable to get to the St Pancras branch where I-had booked one night and breakfast. You might have noticed that there was a major storm which disrupted travel plans. I tried to phone but no joy there . Then I tried the website and manage my booking but that didn’t work as the date had passed by this time. The phone lines are 9-5 and you hang on for ever (even if you can manage to phone between those very restrictive hours ) . Can someone please help so I can explain why I didn’t arrive and at least perhaps get a refund on my pre paid breakfast.

It's comfortable, convenient, reasonably priced if you book very early. But breakfast not great, not always a lot of staff - don't expect the same service as a traditional hotel. Pricing is variable. I would think the 'good night guarantee' is fairly useless, if you look at the T&C's.

County Hall for a two night stay
Usual charming staff and what you expect from the chain, EXCEPT only one out of three lifts working for the whole of our stay.
Not good enough.
I felt sorry for the staff having to apologise to us constantly

Booked to stay with these muppets in August. The day before we were due to arrive, (having booked activities whilst staying there and unable to cancel) they emailed to state the hotel was having issues and our booking was refunded. - Why not transfer us to an alternative location nearby, or hold our money to transfer us. Instead the refund took 5 days and we had to outlay the funds again to stay locally 5 mins away!

Similarly due to travel again and we receive an email saying due to maintenance work the restaurant is now closed, but they are happy for us to travel to the next nearest one and honour our breakfast reservations. - Again, why not just transfer us as a whole to the nearest one? - I presume you wont be paying the mileage or for our inconvenience?

This company is a shower of the proverbial at customer relations. Frankly they should be embarrassed, and seriously consider how to run a chain of businesses!

Premier Inn Westbourne Bournemouth Not a good greeting at reception we arrived 10 mins early and was told quite abruptly if you want an early check in then its £10 The room was very very small and dark and in need of a referb, if you were in the room you had to get on the bed as there was just no room, there was mould in the shower We only stayed 2 nights which was more than enough so would'nt book this hotel again,

Booked for 1 and 2 Sep 23 at Harpole Premier Inn, Northampton. Fantastic staff, clean room, loadsa parking, good food adjacent, my place of choice when in the area. However, I'm not very impressed with Premier Inn's £10 charge for early check-in. I can understand it for an 1100 check-in, but not 1430 - really? Head office should empower local staff to check people in from, say 1430 onwards with no penalty, if of course their room is ready. Large queue to check-in at 1500 and we'd all been talking to the receptionist for at least 30 minutes before that time. If these people had been processed individually as they arrived after 1430, there would have been no queue! Obviously a money making exercise, which really goes against their own customer friendly persona! Maybe staff in head office who make these rules, should go and work at the sharp end, instead of leaving local staff to apologise for their policies! Shameful!!

Booked at Mini-break at Pontefract North as our son was playing in the National Village Cup knockout at Ackworth 18th June. We travelled up 17th June.
Hurdle no 1: arrived early(20 minutes)could check in but we would have to pay £10!!
Hurdle no 2: my husband worked for Whitbread's Brewery Salford and has a Privilege card.
He booked through the special phoneline, got a price & Booking Reference,
Hurdle No 3 is there no drop down that allow staff to input other!! I went to the desk at the time having sat in reception for 20 minutes. Presented the card and the booking details!!!!
Had to get my husband to come to the desk. The person behind reception( with another person standing at her side) doing nothing as far as I could see!!! Could not understand it, I asked to speak to a Manager. When she came out, I asked to go somewhere quieter, their was no a long queue. My husband was getting stressed!
I ended up paying another £67 and when we got back on the Monday the person I spoke to said the booking was correct and refunded £47, it was their fault. Why a month later have we got no response from Premier Inns!!!
We have stayed in Carlisle at another budget hotel, brilliant service, spotless.
Get a grip

I stayed at the Premierinn in Matlock on 24th and 25th December 2022. The staff on duty named Mandy, helped me with my booking and discount.
Initially I booked for 3 nights, but needed to leave after 2 nights. Even though my booking was not flexible to cancel, Mandy once again made it happen and I got a refund for the 3rd night.
I am absolutely grateful to Mandy and proud of Premierinn.
.I'd definitely recommend

My partner paid for fast WiFi and we couldn't even connect to the basic WiFi.
Staff denied any responsibility and said we would have to contact virgin (who supplies premiere) ourselves. I beleve that since premiere takes the money for the wifi service they are legally a retailer and thus they are responsible for refunding and sorting out their WiFi issues!

Premier Inn Edinburgh Waverley Hotel 4th - 9th September staying in an accessible room. This was my 4th Premier Inn stay in Edinburgh ( lots of other Premier Inns in UK) First time at this one. Staff not friendly at all, having pre booked the meal deal and advised meal times as requested. Each time at breakfast & evening meal was asked if I had been there before and they couldn’t find me on the list. On the first morning the girl at breakfast said if I need any help just ask, I said I might need help as difficult to carry a plate with my walking stick her reply was to shrug her shoulders and walk away. Evening meals - less than helpful advised them an item was missing from plate - sorry and walked away, sadly this wasn’t the only disappointment in the lack of customer care in the restaurant. When leaving with my suitcase the girl at the desk ignored me so I put my key card in the box. There seemed to be lots of different staff there. I wrote separately to Premier Inn re my experiences acknowledgement dated 16/9 with no reply ( Lenny said rest assured we will get back to you in 7-10 days) New message no longer Lenny but a female saying now 28 days. I hope they record my telephone calls to hear what was actually said in my original phone call. This Hotel and the staff they employ do not care about their customers. Shame as it is in an ideal location. Premier Inn has always been my first choice of Hotel.

A 20 minute wait for the lift. Room freezing cold. We tried to up the temperature in the room. The room operating system was simple to operate but was blocked by maintenance ie. Users have to call maintenance and wait 20 minutes and another 15 minutes. Spoke to duty Manager Hugo at Premier Inn Gatwick. We told him our situation ie. Early flight, very upset, needed to rest - his reply was ‘well if customers can’t operate the heating system and they have to call maintenance they will have to wait until the room heats up’ my husband said ‘how are you going to compensate us for this. He said I have the mandate to do so but I’m not going to because it’s now fixed’ even though we we’re both stressed and had to wait for at least 2 hours without rest. The duty manager Hugo tried to tell my husband that if customers couldn’t operate the heating system they will have to wait! My husband being a Captain at sea for 10 years - cannot operate a heating control? When I went to the reception to complain the receptionist told me it was the fault of the previous customers requesting a cold room? Hmm …. I would advise anyone using this chain to check in 2 hours before you need to sleep so that you can sort out the heating system for the hotel. As for the duty manager’s attitude- all he said was thanks for the feedback. Could he have sent a couple of hot chocolates up? He wasn’t prepared to do anything. We will certainly not sleep well. How can we when we are exhausted, fed up and upset. All the advertisements in the world isn’t any good if you don’t have any customer service at the hotel.

We checked in the room was dirty not made up the fan was full of dust in the room couldn't be turned of making noise all night, the bathroom floor was ingressed with water trapped below which was a health hazard, there was wee all over the bathroom floor, the receptionist came in and sprayed air freshener he couldn't move us rooms as they were fully booked.

Now they refuse to honour their goodnight guarantee or to refund the money