Premier InnReviews 

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

Booked 3 nights at printworks Manchester, firstly I booked and also booked breakfast, I couldnt remember if I booked early check in, so I booked train tickets for 3pm, I get 2 emails stating my check in time was 11am.. So I changed my tickets at my expense, when I arrived was told check in at 3pm and there was no rooms fir early check-in. The receptionist Emma(gorgeous redhead) said she will try to sort ASAP, I came back approx 1pm and she had sorted a room. Breakfast was advertised as being 7am on Saturday, got there at 7,no hot food put out, had cereal while waiting, 7.20 food comes out, eggs cold and overdone, bacon overdone so much you could snap it between your fingers, beans very cold. Next morning a bit better and I think reason for that was the fact that forementioned Emma was in charge. The final (thankfully) day, again no hot food ready even though it was 7.15 and they opened at 6.30.dudnt even bother with it as it looked disgusting. Told the lady there I was on toilet 1/2 an hour after breakfast, so that tells you something. I WON'T be booking breakfast again for any future trips. Spoilt my experience...

Stayed for 4 nights in Berwick at a cost of over £800,premier room,breakfast etc...things not good at all
When raising the issue with customer services (Have to say all staff very polite)I had to do it through Watts App..nightmare..took a week to get a resolution as sent a msg and waited a day for a response..was eventually offered a partial refund..I paid cash( which people have used since the year dot) and was told I'd have to have it paid by PAYIT...not known to me,after checking on this I found they send me a e mail with a link,open link,fill out bank details and monies instantly appear...so I was happy...then for the last 3 days I've been on for someone to send it..have just called again to be told it's in hand,also told that customer service can't speak to department that issue refunds...not the best,it's the time I'm spending on this because if I leave it I fear the payment will never arrive
One member of staff told me I should pay by card..WHY...Isn't cash legal tender
Premier need to get there act together with this,it's not easy to lodge a complaint when it takes over a week to do so

best bed i’ve ever slept in.
from the mattress to the duvet to the sheets to the pillows it was unreal im home now writing this at 00:08 as i am unable to sleep in my severly uncomfy bed and all i can think about is that premier inn bed just wow.

My friend and I had breakfast at the Premier Inn London Uxbridge branch. We were made to feel very welcome. Raakesh and Hamsa Showed us to a seat near the serving area as I have mobility problems. The chef cooked us some poached eggs to have with our cooked course, while we started with our cereal. Everything was cooked and presented nicely. We weren’t rushed and finished with toast and coffee. Excellent experience.

Once a Reliable Brand, Now in Noticeable Decline

I recently stayed at Premier Inn Kettering and was disappointed to find, yet again, what appears to be a continuing decline in standards across the chain.

My room had a broken light fitting, no chair, has a musky smell, no armchair and no clothes hangers. The overall feel of the room was extremely sparse and basic, almost monastic in style. These are not luxuries; they are the sort of basic amenities most guests would reasonably expect.

When I raised the issues with reception, I was told that the maintenance person was not working that day and that it could take a couple of days to resolve. Unfortunately, that response offered little comfort during a short stay.

There was a time when Premier Inn genuinely lived up to its name. Rooms were consistently well maintained, comfortable, it was well staffed and represented good value for money. However, in my experience, the standard of décor, maintenance and facilities has steadily deteriorated over recent years, particularly since the COVID period.

After discussing this with several colleagues who regularly stay in hotels for work, I found that many share my concerns about the apparent decline in Premier Inn’s standards. Based on our collective experiences over recent years, we are increasingly looking at alternative accommodation options when travelling around the country.

Based on my experiences of several Premier Inn hotels over the last year, I would now rate the chain only 1 out of 5 stars. That is something I never thought I would say about a brand I once trusted and used regularly.

I cannot help wondering whether other long-standing customers have noticed the same decline.

Stayed in February 2026.
Apart from the below average experience at the hotel, I have been hit with very aggressive parking costs.
An ANPR system is in place and recorded me leaving at 8:48am in the morning after my stay - I had arrived at 11:53pm and it seems the parking is auto set to expire the next day at 8am and not a true 24 hour parking. I had paid £1 for overnight parking which duly ran out at 8am.
I received a fine from Smart Parking and appealed stating that I had paid. They placed the charge on holding pending investigation.
Next correspondence was from a debt collection agency demanding £170 and apparently my appeal was rejected and I was advised by email. Searched my emails and I don't appear to have received anything.
The parking is set up to catch people out and enable the introduction of excessive charging. Very poor.
I will NEVER stay at this hotel ever again. The IBIS down the road and Wetherspoons are just much better low cost alternatives.

The virtual telephone service is deplorable and are even used even when contacting the premier inn you wish to stay at. Bring back human interaction

recent stay at the Jersey St Helier (Charing Cross) hotel from 22 April to 25 April 2026. As a customer booking a Premier Plus Double room, I expected a premium experience, but unfortunately, the stay fell well below your advertised standards.
Room Discrepancies and Condition
The room description for a Premier Plus room specifically states that a rainfall/waterfall showerhead is included. However, our bathroom was in poor condition and only featured a standard showerhead (see attached photos). When I raised this at reception, I was told that no other options were available. Advertising specific amenities and failing to provide them is misleading and, in my view, a breach of trading standards.
Housekeeping Issues
Despite booking for two adults, we arrived to find only one set of towels. While reception provided a second set upon request, this issue repeated itself every single day. Even after the room was serviced by housekeeping, we were consistently left with only one set of towels, requiring me to manually source replacements daily.
Dining Experience
Our experience in the restaurant on the first night was equally disappointing. We waited over 20 minutes just to place an order. When the food arrived, half the order was missing. By the time the remaining items were delivered, the initial part of our meal was cold. It was clear the hotel was severely understaffed, with only two team members attempting to cover both the restaurant and the main reception desk simultaneously.
This was a very poor experience and certainly not what I expected from a "premium" brand. I would appreciate your comments on these failings.

I have made a complaint to premium Inn, but they failed to address my complaint

Me and hubby stayed in Fareham Premier Inn and i have to say, we was treated lovely by all staff! The room was very clean, and everything went as it should. Thank you Fareham staff, we will be back again in the future.