Premier InnReviews 

After using the Whitley Bay inn for several years without any major problems I booked again in June.
On arrival everything was 'as usual', pleasant efficient staff issued me with my room number and key.
When I reached my room I found I was at the back facing the back of Spanish City, which obviously hadn't received the same care and attention as the front facade.
As I was unpacking, the room and bed started to vibrate and the pictures on the wall started to 'buzz', after this stopped there was a short break and then a repeat performance.
When I went back to reception I was told because I was there for 2 nights, I couldn't change rooms as the following night they were fully booked and there was now an extra charge for a view!
There were additional noises during the nights, not guest noises, so if you find that you have been allocated Room105 be aware that you are next to the laundry and close to the lifts!

Extremely poor facilities, no iron in the room, room not cleaned, no fresh towels, appalling customer service that will only deal with complaints after check out. I have paid almost £700 for 4 nights stay at Premier Inn Edmonton, London. I left for work at 6am this morning. Returned after 6pm this evening. Before leaving for work I left a sign on my door advising that I’d like my room cleaned. This was ignored. I complained to the hotel reception and was advised that cleaners can only enter rooms if the guest is present. Never heard such rubbish. I was given a phone number to call in order to log my complaint with Guest Relations - I telephoned and was dealt with by an extremely obstructive member of the team who told me that he is based in Egypt. He told me that the policy of the company is to only deal with customer complaints after check out. I explained that I expected my complaint to be responded to in real time. Premierinn took my payment in full at check in therefore we have entered into a legally binding contract and as such I expect the service that I have paid for. This is the worst hotel experience I have ever endured - an absolute disgrace. I will be contacting my credit card company to stop payment to Premierinn as I will now check out and book into a hotel that understands the meaning of good customer service.

I’ve been a business customer for 2 years, had to recently book for a guest. My guest had to end up paying for himself and then premier inn still billed us. Now they say they need to speak with the guest! The customer service is absolutely terrible via the telephone and WhatsApp email. Today I did WhatsApp and they asked for reference number and then vanished! My advice stay well clear.

Dear Premier Inn Customer Services,

I am writing to complain about my stay at Premier Inn London Archway on 5 June 2026 (Booking Reference: BFD2521236).

I arrived at 3pm, the advertised check-in time, but was unable to access my room until approximately 4pm due to a large number of rooms not being ready. Around 30 guests were waiting in a crowded area.

The situation was handled poorly. As an autistic guest, I approached a member of staff to ask if there was somewhere quieter I could wait. While I was in the middle of explaining my situation, I was interrupted and shouted over so that an announcement could be made to waiting guests, and I was not given any assistance.

I was also not informed that breakfast was included and only became aware of this after seeing it on the invoice, meaning I was unable to use it during my stay.

The delay caused me to arrive late to the concert I had travelled to London to attend. When I eventually accessed the room, it was also in an unacceptable state of cleanliness, and I have photographs to evidence this.

Overall, I experienced a delayed check-in, poor handling of a request for assistance, lack of clear communication, and an unclean room. I would like to request appropriate compensation for the experience.

If I can find a name I shall be writing the following direct to Premier Inn/Whitbred. There was little 'Premier' about our stay at Premier Inn, St Davids. The room was basic and overheated (it was mid June), there were NO STAFF - I cannot praise the staff (Carys, Rebecca, Tyler & Will) too highly however. In the face of inestimable odds, on evening and breakfast shifts, three were forced to take orders, serve, clear, cover the bar, take payments etc. and I know worked overtime. Needless to say these staff were faced with complaints and dissatisfaction on issues over which they had no control. I understand there were only two staff in the kitchen at supper and one to cover breakfast service. During our stay a large group from overseas had been booked in (I understand the staff had no choice or voice in this booking), but the hotel must have some 40-50 rooms, so this level of staffing is untenable to ensure any sort of customer service. Although we had booked supper for 7.30 it was 9.00 before we received any food. AND the kitchen had run out of rice - inexcusable; there's a supermarket less that a mile away. We felt the hotel was being run on a shoestring, across the board, and quality was suffering badly. I doubt we'll stay in a Premier Inn again.

Disappointing lack of customer service.

I booked four rooms at Premier Inn Heswall for my son's wedding weekend at the end of June 2026. We were informed only a few weeks before arrival that major renovation works would be taking place during our stay.

I fully appreciate that hotels occasionally need to undertake refurbishment works. My concern is not the works themselves but the complete lack of response when I attempted to discuss the matter.

I contacted the hotel directly and subsequently contacted Guest Relations seeking clarification and assistance. Despite allowing a reasonable period for a reply, I have received no response whatsoever.

Given that this booking involves four rooms for a significant family occasion, I find the absence of even an acknowledgement disappointing. A simple response explaining the situation or outlining available options would have been appreciated.

At present, my concern is less about the refurbishment works and more about the apparent inability to obtain a response from Premier Inn regarding a legitimate customer query.

I hope someone from Premier Inn will now make contact and address the issue.

I have stayed with Premier Inn many times over the years and have generally had positive experiences, which makes this one particularly disappointing.

After checking out of Premier Inn Sunderland City Centre, I realised I had left a small wallet in my room. I contacted the hotel almost immediately and was told that housekeeping would check the room and call me back. No callback ever came, despite the hotel having both my phone number and email address.

Over the following days I had to repeatedly chase for updates myself. The wallet had in fact been found, but I only discovered this after contacting the hotel again. Had I received the callback I was promised, the matter could have been resolved much more quickly and I may have been able to collect the item myself.

What disappointed me most was not the fact that I left an item behind, that was my mistake, but the way the situation was handled afterwards. The communication from the Sunderland City Centre team was consistently abrupt and lacked even basic customer service. Rather than showing any understanding of the inconvenience caused, responses felt dismissive and transactional, as though I was causing a nuisance by simply asking for updates about my own property.

When I queried why I had not received the promised callback, there was no acknowledgement of my concerns. When I asked for guidance on returning the wallet, the replies were blunt and unhelpful. After I paid for and sent a tracked prepaid envelope to recover the wallet, the only communication I received was a photograph of a postage receipt with no accompanying message whatsoever. No explanation, no confirmation, no "thank you", and no indication of when I should expect my property to arrive.

It is difficult to understand how anyone could consider that an acceptable way to communicate with a customer. Throughout the process, I felt as though basic courtesy was entirely absent.

To make matters worse, I submitted a formal complaint to Premier Inn Guest Relations on 1 June outlining my concerns. More than a week later, I had still not received any acknowledgement or response. The lack of interest shown by both the hotel and Guest Relations has been genuinely surprising.

Recovering a lost item should not require multiple follow-up emails, repeated chasing for updates, additional expense, and communication that leaves the customer feeling ignored and unwelcome.

Unfortunately, this experience has significantly damaged my perception of Premier Inn and made me reconsider whether I would choose the brand again in the future.

I stayed at the Premier Inn Portsmouth (Port Solent) just for 2 nights
I needed a hotel that was close to Southwick Village, (the Southwick Revival)this was the closest, 18 minutes away
I drove my Jeep all the way from London
We arrived early, but that didnt seem a problem, we were given room 120
We had 3 beds in our room for some reason, 1 double and 2 singles
The double bed was super comfey, I had 2 really good nights kip
Very limited to hang clothes though
The shower room was clean and the shower very good, had 2 good showers in there, but no shower gel or shampoo and no where to buy any
There was nowhere to charge a phone unless you bought your own plug and lead
The resturant was roomy, but with limited staff, breakfast was very good with plenty of choice, we arrived early (again) but the buffet was all laid out, self service, only one waitress, she was very busy
I would like to have seen a seating area outside, just to enjoy a coffee or a pint
The car park is covered by CCTV, 24/7, so I was glad my Jeep was safe (I had weapons on board, all deactivated and under cover)
When we saw staff they were very helpful
Check in easy, check out even simpler
I'd stay here again

Slow,unfriendly service. Ive just experienced the worst fish & chips in my 65 years of eating them. This was in the Premier Inn Reading South (Reading Gateway, M4/J11) Hotel. So disappointed. A smile would have been welcome after many hours of travelling. I wish we'd chosen elsewhere to break our journey. This is a review of the reception and restaurant only as we are yet to experience the room.

I stayed at the Premier Inn Hanger Lane Hotel for 7 nights and unfortunately this was the worst hotel experience I have had.

After a 4.5-hour journey, we arrived exhausted and were greeted at reception by Rexi, who was rude, unwelcoming, and unhelpful. No information was provided about the hotel facilities, breakfast, or directions to our room. There was also an unnecessary disagreement regarding parking charges, which made no sense considering I also work for Premier Inn at another site.

I had booked interconnecting rooms, but the sofa beds were blocking the connecting doors, meaning me and my husband had to move heavy furniture ourselves just to access the rooms properly.

When I later asked for the manager’s details regarding the parking issue, the same receptionist refused to provide them and responded arrogantly, saying I could “speak to the manager tomorrow morning when he comes in wearing a suit.” Completely unprofessional.

The only positive experience was with duty manager Lola, who was understanding and apologetic about the issues we faced. As I am pregnant and travelling with an 8-month-old baby, I explained that I needed to take breakfast to my room due to managing my baby, checking my blood sugar levels as I have GD, taking medication, and pregnancy needs. Lola said this should be fine, but the next morning another staff member rudely refused to allow it, despite me paying for unlimited breakfast. I was left feeling embarrassed, unsupported, and extremely upset.

Having my room cleaned was also disappointing. I was initially told my room would not be cleaned because I “hadn’t stayed long enough yet,” despite travelling with an infant and needing bins emptied, towels changed, and basic hygiene maintained.

Throughout the stay, multiple staff members were rude, dismissive, and lacked basic customer service skills. I repeatedly tried to speak to the hotel manager but was constantly told to “come back tomorrow morning when he will be in.”

I am genuinely disappointed and disgusted by how my family and I were treated during this stay. I would not recommend this hotel to anyone. I have worked for Premier Inn for 5 years, and after being treated like this, I find the whole experience absolutely disgusting. The staff at this hotel clearly need proper customer service training again.

Put my daughter and her partner in premier inn in liskeard. She's loving the stay in their room, However, the liskeard tavern, which you can't do reviews on their site as it's turned off. My daughter and her partner went there for some food after travelling all day. After one hour they brought out a wrong order, after another half hour they brought out what they described as food. Two dozen cold chips, 2 burgers that were barely warm and chicken goujons also only warm. They ate it as there was nothing around open as it's Sunday. One of them ended up with stomach cramps in the bathroom. I called reception as I couldn't call through to the so called restaurant, she said to send them down. I sent them.down to see the receptionist but as they ate the food not much they could do 🤣🤣🤣 they need closing down. There were several people waiting for their plate of disappointment not only my daughter. Shame you can't post pictures on here, I saw what they received and I was fuming. If you visit the premier inn in liskeard, get a takeaway do not waste your money in that tavern. Absolutely vile.

I stayed for one night at the Premier Inn Alnwick arriving in the dark, Free Parking was advertised with this accomodation on the Premier Inn site. I checked in and went to bed and was not told of the requirement to register for free parking. I did not see any signs in the hotel and it was dark outside. A few weeks later I received a parking ticket which I appealed explaining that I was a guest at the hotel and was therefore entitled to free parking. The third party parking company "Horizon Parking" refused my appeal and continued to issue a parking charge. I tried calling Premier Inn Customer Services to no avail. I think this is disgraceful and will never use Premier Inn again.

Just had a lovely weekend at Premier Inn. Rhyl. Absolutely lovely. Mandy the lady who cleaned our room was excellent.

I'm truly shocked by the way we have been treated. We booked on the 24th May 2026 at the Bridgend Central Premier In for a nice Bank Holiday weekend family trip.
We arrived at the hotel to find out our family room does not have AC even though we phoned ahead to double check. Being 30degrees and having children with breathing medical conditions the Aircon is a must or atlest a well ventilated room. We pretty much walked straight back out and left after explaining why. The hotel staff couldn't help as they were fully booked. We contacted Customer services who said we could have a full refund including two paid adult breakfasts. Now today 07/06/2026 some advisor called Jude has said no refund will be issued even though I have a email confirmed that we would. I'm truly truly shocked and will never stay at a Premier In hotel again after many many years of being a faithfully customer only using Premier In for all our family holidays 3 or 4 times per year. Do not use this company!

I have a business account with these and stay with them on average 2-3 nights a month , mostly in London so paying well over £200 a night most times. I’ve recently had a bad experience with one of their reception employees in one of their cheaper hotels in a more rural location. She was racist to me and abusive to my daughter . This was a 3-4 years ago and I made a complaint and assumed it was dealt with. I booked the hotel again last night , on the way to the hotel I noticed my reservation was cancelled . Thinking it was an error I rebooked it and then immediately it cancelled. So I rang the hotel and the receptionist then went silent and handed me to another woman. It was the same woman who was racist to me all those years ago and she said she didn’t feel comfortable me staying there so had banned me from the hotel. She then proceeded to make numerous slanderous accusations about me. I told her this was untrue and her retaliating due to my complaint about her many years ago . I asked to speak to the manager and she hung up on me and then when I rang back they wouldn’t answer the phone. I contacted premier inn customer service who said they were unable to help and each hotel can make their own decisions
About who to ban. I explained about the previous racist incident and how I was now miles from home on a Saturday night this time with my children and nowhere to sleep and was told speak to the manager. They didn’t listen when I said the receptionist won’t pass me to the manager. This is how they treat regular customers like me! It’s bad enough they allow their staff to make racist comments and then slander me but to say they won’t even speak to the staff member is absurd . Looks like their staff can do whatever thez want to customers. I’ve winded opened a business account with another hotel chain, who also happen to be the same prices as premier inn except this chain is 4 star! For those who wonder which hotel this is , it’s Gloucester Quays. I’ve no idea of the lady’s name who was racist towards me but she’s is an Indian woman in her early 30s. So if you stay there and she’s working , good luck. It wasn’t just one racist comment she made she was very nasty about it

I stayed at birmingham city bridge street in late may 2026 for 3 nights,
I phone june 2025 to book for 3 beds as 2 male uncles and an disabled nephew child, only got 2 beds, windows didnt open very hot, no air con in hotel and i have to sleep on floor for 2 nights,
Complained to desk at hotel, they didnt care and took 2 hours to get an bed sheet to sleep on floor, only had 6-8 hours sleep that stay, my nephew didnt sleep well due to heat and all,
I complained via feedback premier inn website and i have to call as they didnt contact me back by 7th day and the staff member on phone call didnt care at all and after many years going to premier inn, im not staying at another premier inn as they didnt care at all at hotel and customer service......gd luck to anyone complaining to them as they dont care atball

There is one old lady with short White hair. She is so mean and she dosent listen at all. But all the other staffs are very sweet and they take Care of the customers

Had a terrible night due to the people above.
Complained to reception 3 times. Was given a card on how to complain and claim on their guarantee.
No response within their time frame. Finally got an email timed 10:40 saying they were going to investigate my claim. Got a rejection at 10:45 saying I didn't report it at the time.
Absolute joke.
I will be pursuing this claim. Premier Inn obviously they don't know what 'an investigation ' means.
I've said it before and I'll say it again and this time I'll stand by my words.
"You're better off sleeping on your car"

Premier inn Goslin Bridge. The building is a bit tired but you get the amazing premier inn bed! Jane on reception was amazing so knowledgeable about the area sorted out taxi for us recommended places to eat.

Friendly and engaging receptionist when my friend and I checked in and always smiley and chatty when on shift over the next few days. Decent sized carpark. Twin room was spacious. Premier Inn is what you pay for, clean and tidy but quite minimal. There is hand wash and shower gel supplied and you have the basic requirements of hairdryer, tea and coffee making facilities and TV. As it was warm we had an extremely good extra fan. Really the only thing we were missing was two plug points between the beds so we could both charge our phones. Had a pub / restaurant attached and we ate there one night and the food was good. We had coffee another time. Always seemed busy and had a good atmosphere. Staff cheerful and friendly - I think they were short staffed and they coped well. Would use again if I was in the area.