Premier InnReviews 

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!

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.

Another visit to the Premier Inn Abergavenny and Premier Inn Ayr Racecourse and no disabled bays available as full of workmen vans staying overnight. Premier Inn simply do not care.