Premier Inn Reviews 

Reserved the Premier Inn in Farnborough over one night to break my journey to Southampton to catch a cruise. Arrived and guy at reception was quick to book me in and hand me room card, aswell as being welcoming.

Room was usual standard for Premier Inn and what i expected. A nice touch was that the room had a relatively powerful fan which was already on and cooling the room as I entered. Not being led by the advertising but I do always sleep well in a Premier Inn - comfortable bed/pillow.

All good. The only reason I've not marked a five is that the connected restuarant was closing for evening meals early evening, which gave me no time, and that restuarant only had the breakfast choice of 'all you can eat buffet (hot and cold) for £11. I only wanted a small breakfast with a cuppa but had to pay the full £11 to have anything. (I appreciate the restuart is not owned by Premier Inn but it still is there for Premier Inn clients so is connected directly)

I booked out and left within 30 minutes of arriving it was so bad.

They will not let you know of serious issues there when you make your booking, you will just get the unpleasant surprise when you arrive.

It was all so easy booking the stay and giving them several hundred pounds. Alas I couldn't even get near the hotel as all the roads were closed by a cycle event. So I ended up leaving my car stranded a mile away, carrying several bags and when I arrived at the Premier Inn, I found that they obviously had known about the cycle event and Road Closures (and hence Car Park Unavailability) for several weeks (maybe months). Yet was this mentioned or was I informed when they wanted my money off me? Hell no.

It was a multi day Cycle Event and I simply could not leave my car parked randomly in a street, far too expensive to even have the chance of damage or theft. It was sad to see they did not let mention of this when booking, why? Surely they know the ability to park at the hotel is a major factor in staying there, I mean they're in the hotel business...

I couldn't risk it, I left after having paid for a multiple night stay with the full meal deal of breakfast and evening meal paid for every day.
Did they apologise or try at least to assist in anyway? You've guessed it, no they did not. A swift middle finger by them to me and a grin as they kept the money I work far too hard and long for.

Just so you're all aware, do not trust this hotel to let you know if there's serious problems there that they know about during your stay when you make your booking!

4 night stay at over £100 per night.
The room in reasonable condition, but you could tell it's been a while since it's seen a lick of paint, the bathroom in particular looked fairly rough around the bottom of the bath, and around the sides of the toilet. The mirrors had smudge marks on them. They no longer supply any saucers, just two glass cups, two spoons. The staff were friendly and helpful as they struggled through a heatwave. Also, not a fault of the hotel or staff, but whoever was in the room above me, just before 7am, dropped something very heavy, which actually shook the room, and made me jump

I am in the Owestry Premier Inn. There is a loud noise of pipes going on and off repeatedly since I arrived 4 hours ago. Raising it with reception didn't resolve this - apparently I can't move rooms because the hotel is full, which is surprising because the car park is half empty. The Customer Relations Line is closed after 8pm. I don't know what to do. I am currently trying to decide between sleeping in the corridor or sleeping in my car.

Their Good Night Guarantee is an utterly worthless marketing gimmick. My room was 27 degrees at 7pm on a cool June day, with windows you couldn't open properly. The desk just fob you off with a customer care number, who tell you to call back after your check out day to be "taken care of". I left and got another hotel, feeling fairly convinced they'd sort me out. They then just wriggled out of any compensation or even a goodwill gesture by repeating that they never technically advertised air conditioning. Wouldn't even escalate the complaint. A truly woeful response to what must be a pretty common and very reasonable complaint. Won't ever stay in a Premier Inn again.

Stayed in a Premier Plus room at Glastonbury. I was disappointed with the condition of the room, including carpets and other maintenance issues, which I photographed during my stay. I raised my concerns with staff whilst at the hotel and was directed to Guest Relations. Although Premier Inn advised that some matters would be reviewed, they declined any refund or compensation, even after escalation because they hadn't got any written reference of the complaint from the staff. As a long-standing customer, this was disappointing and not the standard I expected from a Premier Plus room.

Excellent staff. I stayed at the Hagley hotel in Halesowen, West Midlands.
The room was clean. The staff were super friendly and helpful. By far the best premier inn I have stayed in. I will definitely stay there again. Highly recommend if you’re in that area. It’s close to the M5 motorway plus easy access to Birmingham

We stayed at the Premier Inn North Pier Blackpool on June 8th in a twin room (220). When I went to sleep on the extra bed it did not feel very comfortable. I could feel the springs on the side of the mattress. When we lifted it up a bit to take better look, we found some Viagra pills and a used bandage. Not the kind of thing you expect to find in a hotel bed!
I reported the issue to the reception desk the following morning and handed in the pills and the bandage. The receptionist apologized snd said he would make a note of it. He also gave me the email address of Premier Inn’s guest relations department and told me to contact them to complain.
I wrote wrote to them explaining what had happened and got an email back, saying that they were very sorry, but needed more information.
After I sent the required information, I received another email saying that, for security and data-protection reasons, they were not able to proceed with my claim and I had to complete a new web form to open a new case.
I then contacted guest-relations by phone. The lady on the phone was quite rude and told me that, because I had not followed the right procedure, there was nothing she could do for me. I should have contacted them on the day of departure and made a complaint!
The fact that I followed the procedure I was told to follow by the receptionist did not make any difference.
Premier Inn’s guest relations department is extremely unhelpful and, at times, very rude!!
We have stayed in Premier Inns regularly over the years, but no more for us!!’

Room was ridiculously hot and reported to reception. Didn't have good night's sleep which they acknowledged but claim that doesn't qualify for their good night sleep guarantee. Terrible.
Thank you for getting in touch to share your feedback following your stay at our Watford (Croxley Green) hotel on 19/06/2026.
"I am very sorry to hear that you did not have a good night’s sleep due to the high room temperature and the discomfort this caused. I completely understand how frustrating and exhausting this must have been, especially when it impacted your ability to rest properly.
I appreciate you bringing this to the attention of the hotel team during your stay, and I am sorry that the measures available, such as the provision of fans, did not sufficiently improve your comfort on this occasion. I also understand your concerns regarding other guests keeping doors open in an attempt to improve airflow.
After reviewing your case with the hotel management team, they have confirmed that the hotel does not have air conditioning, and this is clearly stated on our website as well as communicated within the hotel. Guests are advised that additional fans are available on request via reception.
While I fully recognise your disappointment, on this occasion your stay does not fall within the terms of our Good Night Guarantee"

Don't go in the heat. My room was boiling and a member of staff did provide a portable fan. There was a kind of climate control in my Premier Plus room but it switched off after 5 minutes so was not helpful. I left after a couple of days because the room was too hot.

Absolutely disgusting service for business customers!!!!

I have been trying to log into my business account to make a booking but keep getting told my email or password are incorrect, which is NOT the case.

I have sent 4 requests for a password reset but still no automated email from Premier Inn!!!

I then called the business number and spoke to a poorly trained overseas agent who told me to call a different number. When I called that number I was told I must email a Whitbread address????

All I want to do is to make a business booking. Why should it be so difficult and, most importantly, why do I now have to wait for someone goodness knows where in the world to respond to my email????

I would rate Premier Inn's customer service as NIL out of one hundred and that's being generous.

If I could give a -5 star I would. Stayed in the Premier Inn Uttoxeter last week June 2026. It has to be the most run down place I’ve ever stayed. Dirty, rude staff, limited food and drink and the grounds outside were rat infested. A horrible place will never cross the door again

I do not like leaving bad reviews, and seldom do. This is the case where I think I should.

I booked a hotel, and then I get an email telling me it's the last day that I could claim a discount. I phoned to ask them to apply it, but their attitude amounted to "Tough. You've paid for the room at that price and we won't do anything about it."

I was told it was the last time I could apply the discount, but I'd received no prior emails about a discount. They'd have been better off not emailing me the discount code, since now I've been told that I have one, and that no-one will take ownership and apply the discount.

If I'd have not been told of the discount I'd have been in happy ignorance.

Had they said, OK, let's apply the discount, I'd have only have saved abut £15, but the goodwill it would have generated would have been worth many hundreds. As it is, they've gained £15 but lost over a decade's worth of goodwill built up. Of course, it is unlikely to be something that their customer service would be bothered by.

The staff ignore you when you arrive and fail to welcome you. The room was hot but there's no air conditioning. They left me a snotty note saying my room was untidy and they didn't change the linen. Not a pleasant stay. Passages are musty and dark. Needs a good clean and odour killer.

This review relates specifically to:

a) Premier Inn London New Southgate
Address: Ladderswood, New Southgate, London N11 1FH
Booking Reference:BJE3192978
Date of Stay : 31st May -1st June 2026 (1 Night)
Issue: NO SHOWER GEL, MINIMAL HAND SOAP GIVEN DURING STAY

b) Premier Inn Guest Relations
Issue: RESPONSE INADEQUATE WHEN I EMAILED THEM TO DISCUSS THIS APPALLING ISSUE.

Part 1: Disclaimer
I stay regularly with Premier Inn on business in properties down south, in Yorkshire and in Scotland
This complaint does NOT apply to the majority of the 15 or so different properties I have stayed in over the last 12/18 months where staff are helpful, polite and the rooms are good value for money.
I would in fact give Glasgow City Centre Premier Inn (St Enoch Square, Glasgow, G1 4AZ) 5 STARS regarding room/staff/services - in contrast to my experience with Premier Inn London New Southgate on May 31st

Part 2: The issue - London New Southgate Premier Inn
On May 31st there was no Shower Gel and about 1cm of hand soap. I elected to have a shower in the morning and asked for shower gel after morning breakfast.
I was told that there was no Shower Gel and was handed a hand soap bottle similar to the one already in my room that had the same minimal amount of liquid in it - 1 cm
How a decent hotel organisation runs out of shower gel or hand soap is beyond me ?
How the denial of a sufficiently sanitary experience to customers who have paid good money could happen is inconceivable...
Especially as just across the road is a B&M store where bottles of hand/soap/shower gel can be bought for £1 - to mitigate the lack of such in the hotel
Also, about 3 miles away is London Southgate Premier Inn - so how it would not be possible to access a favour from this sister location and repay when stocks arrive is beyond belief...but worse was to come...

Part 3 The issue- Premier Inn Guest relations
In my email to them I suggested not being able to shower or even face wash properly in London New Southgate Premier Inn on 31st May or June 1st was an outrage that required some form of compensation from them.
A reasonable expectation on paying for a room at a Premier Inn would be that there is sufficient substances to clean your self with...
I WAS DENIED ANY FORM OF COMPENSATION FROM THEM WHATSOEVER -
No room refund, no hotel voucher, no meal voucher, no breakfast voucher, no offer of early check-in or late checkout on my next stay...

UTTERLY DISGRACEFUL...

I'm happy to post the responses I received from their 'guest relations advisor' - Asem... but the level of disrespect shown in them...
beginning with Premier Inn not having the decency to include the full name and rank of the person , responding to my emails.....
continuing with the lack of real accountability by Premier Inn as Asem declined to mention exactly who ' my complaints would be passed onto' ......
ending by the failure of the Premier Inn organisation to realise that they owed the customer something by putting them in a DISGUSTING 'cannot shower' situation.
Award both Asem Premier Inn Guest Relations - and London New Southgate Premier Inn a quarter of a star please - DISGRACEFUL BEHAVIOUR FROM BOTH OF THEM

Stayed for 2 nights at Hendon, bedrooms (I stayed in two and viewed 5) were filthy. I took many photographs of the grime that was everywhere. Had to move to a Travelodge that cost me more for the remainder of the stay. Staff were pleasant enough but absolutely no use to me, eg told me they couldn't change my dirty towels (not dirtied by me, by the way) because cleaning staff had gone home. After a huge amount of pleading and broken promises about room cleaning, they finally 'allowed' me to leave after I toured 2 rooms with a receptionist and a cleaning staff member, to prove how dirty they were. The agreed to refund me for the next three nights I should have been staying, and let me check out. It then took a huge long report, plus photographic evidence of the filth and a 2 hour phone call with the 'manager' of guests services to squeeze out a refund for the 2 nights I did stay. Their 'Good Night Guarantee' gives clients a full or partial refund if things affect their sleep, eg air conditioning too noisy or such like. Apparrantly, leaving a client to have to sleep and bathe in the previous guest's muck, for 2 nights, despite pleas to clean the rooms doesn't count. They eventually did it as a 'goodwill' gesture, but point blank refused to reimburse me for the additional accommodation costs I incurred (£129) due to their incompetence. They seem to think that saving themselves the £129 now makes good business sense, versus the hundreds and hundreds and possibly thousands of pounds they will lose from our entire family never staying in a Premier Inn again, plus the poor reviews they will receive.

i Stayed at the Premier Inn Birmingham Broad St
i used the hotel car park but did not see the sign to register my car .And was not informed by the hotel staff to do so.I have been hounded by Horizon Parking Ltd and now have a notice of dept for £165
Both Premier inn and Horizon parking have been non responsive . i would recommend you avoid both Premier Inn and Horizon as they are both rip off merchants

We stayed overnight at one of Premier Inn’s sites in Carlisle. Room was adequate but when it came to bathroom facilities the following morning we found the hand basin was completely blocked. My partner reported this to the front desk but we were anxious to make an early start and had to leave it there. We had also asked specifically from what time the Beefeater served breakfast and were told six-thirty; however, at seven o’clock the door was firmly locked and nobody visible in the unlit dining room. At the request of the company, I have submitted my comments and have had a reply to say it’s being looked into. I don’t hold out much hope…
Very expensive for an overnight stay and I would advise anyone thinking of booking to go instead for a bed and breakfast or a local pub.

Stayed in the Premier inn at Norwich show ground leaving on the 1st of June after one night, booked two family rooms and get stung for a £57 parking charge for parking absolute scam. Was never asked if I had a vehicle either I cannot imagine too many people walking there that’s for sure !

We stayed at the premier inn in Chantry Park Ipswich. It's perfect for us after visiting family nearby and saves a trip back to West Sussex late at night. The room was spotless and the staff very pleasant and friendly. We had a lovely breakfast the next morning and all for £38! I'm not sure what people find to.moan about. If you want a 4* experience the book a 4* hotel! It does what it says on the box!