Premier Inn Reviews 

Went to St David’s Pembrokeshire for a 2 night stay paid £320.96 friends of our paid £208 and had booked it approximately the same time as us 6 months before stay. Telephoned customer services and were told TOUGH LUCK. The staff at the hotel were very friendly helpful and polite but very thin on the ground. Typical large company Making obscene profits with not enough staff. Will never stay at Premier Inn again

I would give minus stats if I could.
Staying in the same hotel and same room for the second week.
After complaining to 3 members of staff and a manager got involved, the dust is still here 7 days later.
What an absolute shambles this hotel is. The manager has done nothing about it, the cleaners have not cleaned but they still take my money. Absolute joke this company.

I stayed at the Premier Inn at Cardiff Bay 17th to 20th June 2026. It was very clean and the bed was really comfortable. It was quiet despite being fully booked mostly with conference guests. The staff were polite and helpful. I came with a friend who is a wheelchair user- her room met her needs perfectly and I was given a room nearby on the same floor. We were able to use a disabled parking space at the rear of the hotel as she has a blue badge. There’s no parking available for non blue badge holders on site but it’s next door to a big car park and hotel guests get a discount there. The hotel is in a great location for Cardiff Bay and it’s a very short bus ride into the city centre. I would highly recommend this hotel especially if you need accessible accommodation for a person with a physical disability.

Dexter and Rinson made breakfast time easy and a pleasure at Sutton harbour site

Not a single smile at
front desk/reception very unhelpful especially Deepak ,just not willing to help on very simple request. Stuck up miserable faces .

We stayed at Bath Road in Hounslow as we had an early check in the next day,we found the staff friendly and helpful Our room was spotlessly clean,we had tea and coffees with a kettle that was also very clean We had a wonderful evening meal and dessert with a glass of wine
The bed was super comfortable and the room was very quiet,and the bathroom was spacious and clean with good sized towels Breakfast was help yourself and everything was pipping hot and we found it delicious.

I've stayed at several Premier Inns now and while each stay has been perfectly pleasant in its own right, I've come away with a nagging issue that goes beyond any single hotel: the brand's promise that "you know what you're getting with us" simply doesn't hold up in practice.
Take twin rooms, for example. Book a "twin" and you might get two proper single beds, or you might get a double bed paired with a camp bed, which is a very different sleeping arrangement and not always made clear at the time of booking. The same unpredictability applies to something as basic as bedside electricity points. Some rooms have them within easy reach of the bed, which makes charging a phone overnight simple, while others don't, leaving you trailing a cable across the room or not bothering at all. This isn't just a convenience issue either. For guests who rely on medical devices overnight, such as CPAP machines or other equipment that needs to be within reach of the bed, a missing bedside socket isn't a minor inconvenience but a genuine practical problem.
Breakfast is another area where consistency breaks down. Some branches offer a buffet, others serve everything cooked to order, and the experience, timing and quality can vary considerably between the two. Bathrooms are similarly inconsistent. Some rooms come with a bath, others only have a shower, which matters a great deal if you're travelling with young children or simply prefer a bath after a long day.
WiFi is another area where the picture isn't as clear as it should be. Premium WiFi is promoted as an upgrade available at extra cost, but it's far less obvious that this premium option only covers three devices and doesn't support all device types. For a family travelling together, this can be a real problem, as three devices is easily used up by parents and children alike, and discovering this limitation only after paying isn't good value. Having to purchase multiple separate logins just to get everyone online properly undermines the whole point of paying for an upgrade in the first place.
Parking is perhaps the most frustrating inconsistency of all. Some Premier Inns have generous free car parks on site, others charge, and some, like the Preston branch, have no dedicated parking at all, instead directing guests to a nearby third party car park with mixed reviews and no real reassurance about security.
None of these things are necessarily dealbreakers on their own, but they do matter to different people for different reasons, whether that's a parent needing a bath for their toddler, a guest who relies on charging devices or medical equipment overnight, a family trying to get everyone online without overpaying, or someone who simply wants to know where they're safely leaving their car. The frustration isn't that these variations exist, it's that they're rarely flagged clearly when booking.
It also isn't good enough to expect customers to think of every possible question and specify every detail themselves when booking. Most people won't know to ask whether their twin room has two singles or a camp bed, or whether their bathroom has a bath or just a shower, until they're standing in the room. Relying on customers to anticipate and request this level of detail simply shifts the burden onto them, when it should be the hotel's responsibility to provide this information upfront.
Adding to this impression, Premier Inn doesn't appear to engage with customer reviews in any meaningful way. A genuinely customer focused organisation would respond to feedback, address recurring concerns and show that it's listening, yet there's little evidence of this happening. That silence speaks for itself and reinforces the sense that, despite the marketing, customer experience isn't being treated as a priority.
If Premier Inn wants its "you know what you're getting" promise to actually mean something, the simplest fix would be clearer, more detailed information on the website for each individual branch, covering bed configuration, breakfast style, bathroom facilities, WiFi limitations and parking arrangements. Customers would then be able to make properly informed decisions, rather than discovering these differences only once they've arrived.

Welcome to the premier inn Jarrow.
Mould, grime, room not cleaned at all on arrival and customer service do nothing. No other rooms available and non refundable so not at all good. I'd advise anyone reading this to claim a visa dispute with the bank as otherwise they are getting away with not cleaning rooms and the customer has no way to get money back. I have photos but can't upload here.

I’m a local resident to premier inn Leeds Bradford - I used to call in for a social after work drink. I miss typed my registration into the digital interface at the bar (which was covered in sticky sauce). I received a parking fine and after contacting the hotel I explained my issue and they told me they would cancel the ticket. 3 years later they send me a court letter demanding £300. Due to the duration I had moved homes so I didn’t receive any of the letters. I pleaded with the hotel to remove it and they refused. Avoid!

We stayed in Sandown. Isle of Wight and arrived back today. Three nights too long. Our room had a view of a brick wall. The room was very tired looking, dirty skirting boards, black mould in the shower. As we were there for three nights we asked for a room clean and fresh towels on the second day. We were forgotten!! So I had to ask for clean towels and a plastic bag for our bin. It was done the following day, only after I reminded them twice. We paid £30 to be able to park near the hotel. No near parking. We have decided to never visit premier inns again!! This company should read these reviews and get their act together!

After being ‘seduced’ by their television adverts boasting a great nights sleep, mine couldn’t have been any further from it. Two mattresses on two bases, both different heights so i could only sleep on one side. Any movement towards the middle of the bed and I’d have fallen through. Of course I complained, to receive the obligatory “we’re sorry to hear…..” nonsense. First and LAST time I’ll be staying at a Premier Inn.

Repeat visiter to this hotel, Premierbinn Albert dock, but this time was bad! The air-conditioning nolonger works!

When I reported this to reception they wernt the slightest bit interested! Saying it's not been working for over 9 years! It's clearly stated on the website!

I can't find this information anywhere innyour webaite? But I did find on your website, the hotel DOES advertise air-conditioning!

A hotel where the windows are permanently sealed due to being a listed building, so the air-conditioning is very important! 2 night stay and it's 25c today!

We've always had air conditioning in our many previous stays.

Made to feel worthless by reception, sonibhave cancelled my next stay.

We will stick with Stalybridge from now on.

Absolutely terrible service now. I used to like them but the changes are that bad. The new virtual phone system is awful, does not understand and after eventually getting put through to hotel reception, they do not answer and after a while it says they are busy and ends the call so you have to start all over again. Will not be using Premier Inn anymore. They emailed about a problem and when you try to contact them it's impossible.

Even the main bookings team could not get through to the hotel, that says it all.

Terrible service now.

Expensive, dynamic pricing? Not really was half empty. Just greed , for £155 no courtesy water bottle in the room, sink unusable since the metal plug was stuck, so washing your face and brushing teeth in the bath tab. Toilet seat unscrewed on one side
Previously in Fallmouth water was dripping from the ceiling while in the shower.
No more Premier Inn for me Travel Lodge no arrogance and cheap.

Was double-charged by a member of staff at a premier inn who was adamant I hadn't paid. It was late at night so I paid again but realised I did have the booking email from the app I booked through. She then had a to call a colleague to sort it. Long story short, its been 4 months and the refund hasn't come through. Contacted guest relations who refused to speak to me as I booked through a booking site. Even though I paid with my own bank card in person the 2nd time. I even have the refund receipt but no payment. My bank has said they cannot take the payment back as they need an email with premier inn saying I was refunded. Appalling customer service. No in the process of commencing legal action as I consider this a left of my money

We have stayed at Premier Inns all over the country but never experienced the treatment we received at Bishopsdown. We booked a premier room and were surprised that there was no tea or sugar in the room. We booked a meal and paid luckily we have mobile banking. We had a knock on our door whilst we were watching the World Cup to say we hadn’t paid my husband showed the girl the payment taken. Half an hour later we got another call to say we hadn’t paid and this time the girl (who apparently was the manager) was very rude and called us disrespectful when we said we had paid. We got up and went to reception asking to see the manager she would not give us her name and accused her colleague of not giving her information that we had paid. How disappointing after all of our years of experiencing good service we were unfortunate to book Bishopsdown. We have booked Premier Inn again in July the Isle of Wight and do hope that our trust in Premier Inns can be restored

This is such a sad review to write. I have loved Premier Inn for many many years and in truth still do. But I will now proactively avoid them. They DO NOT HONOUR THE GOOD NIGHT GUARUNTEE and DO NOT MAKE RECOMPENSE FOR NON-WORKING SHOWERS. This is just not acceptable.

I have NEVER claimed on Good Night Guarantee or EVER asked for money back. I have conservatively spent £20k at Premier Inn over last 10 years. Rooms are good, staff usually excellent, and I love the breakfast. But I will now pro-actively avoid Premier Inn.

Booked a room, shower didn't work. These things happen. Asked a staff member for help - they could not rectify, claimed to have no other rooms in which we could use shower. No mention of the GNG, and no offer of recompense. It was early hours, we left it.

Contact Customer Services - have sent video of the problem, explained position. They have tried to excuse the fault and refused any recompense. They have not offer any criticism of their staff member who (as I now know - it is on their own website!) should have offered us the GNG. I have said to them I am not actually after a full refund, I want 50% as 50% of the service was not available to us. They even threatened a MoneyClaims online action. They confirmed they will not make recompense of any sort to me. You are welcome to see the emails.

This is simply unacceptable. I am now processing a chargeback through my credit card (easier than MoneyClaims). But i am not letting this drop. I will proceed through MoneyClaims as threatened if required. The sum at stake is £27.50. This is a point of principal now. I am so very, very, very disappointed and let down. I will not use Premier Inn again.

Since I book for myself AND colleagues when travelling on business this is a but shame - for Premier Inn. And again, I am deeply saddened but I cannot condone this. It is just not OK.

Stayed at hotel from 11th june till 14 june didnt have breakfast on the fridayby the time i got thre very little left so went else where on the sat was a joke nothing ready told 8mins for bacon 7min for hashbrowns 5 mins for baked beans short of staffed guy from reception had to come & help out in restraunt . In the evening bar shut at9pm because seperate building that they wer supposed to connect together in 2022& still not done so no date to do the works .
Staff were fantastic let down by the company.The sunday they were struggling to feed the guests as no food had been deliverd . Bear in mind 8 rooms booked by my friends who wer attending my wedding on the friday so i stayed there with them from the thursday .utter shambles .

My daughter stayed at this hotel on 13-14 june 26 with her friend from Harry Styles. They had to check out by 12 but had to go and get and get a top from the concert because they had run out the night before. Coming back the underground had a problem which meant they may be late getting back to the hotel as my daughter called me to ask if i could call the hotel to tell them but after 15 times of calling no one answered which is a great safety problem if you need to get in touch with someone great customer service

Our stay at Cardiff North was very poor, we booked an overnight stay 13th to 14th of June 2026 and on our arrival at around 19.25, there was no one to check us in. We used the self check-in that told us our family room was not ready and as our child's bedtime was 7:30pm we approached the bar staff to help us. They checked us into room 207 but although it was a family room, the child bed was not made and no bedding was available to make it. I was forced to go back to the bar and request the bedding and they sent a young lady to make the bed.

By that time we had discovered that the TV remote did not function and although we had managed to switch the TV on, we were stuck with the football on full blast. In addition there were only two glasses between 3 people. The young lady left promising to return with batteries and an extra glass, however over half an hour passed before I had to go back down to the bar to chase these up. By this time it was over an hour past our child's bedtime (he is ADHD and needs to be in bed on time). At breakfast time the next morning, around 8am, I was asked to prove that I had pre-paid for breakfast, since our names weren't on the list. In addition, it was very busy and the staff were obviously struggling to clear tables as there was barely a table that did not have used crockery on them. I await your response to these points. Mike Jones Booking Ref AVE5128753