Premier Inn Reviews 

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.

We have stayed in a few Premier Inns over the years and have always had a good experience. We recently stayed at the Premier Inn Gravesend Central, Wrotham Road, DA11 7LF and we couldn’t believe the difference in customer service etc. The bed wasn’t made properly and there was no air conditioning on one of the hottest days! The restaurant left a lot to be desired! Where we chose to sit I could see everything the “so called chef” was doing and it made me not want to eat my dinner! Everything was taken out of plastic containers and put in an oven/microwave! At no point did he wear gloves when preparing any food! We came down for breakfast the next morning to be told there was no milk for cereal! The bread/crumpets were stale and the full English breast left a lot to be desired. Everything had been kept under a heat lamp and my husband said it tasted like rubber! We paid £10.99 each for a breakfast that wasn’t worth that amount of money. My advice to anyone is to do your research before booking a Premier Inn and AVOID this one at all costs!

Great room! Possibly newly refurbished? Everything you need for a great night's stay. Coffee machine nice touch. Nice products in pristine bathroom. Comfy bed an pillows. Pleasant setting. Food/restaurant facilities in walking distance. Lovely receptionist on check in.

Stayed at the Greenwich hotel for two nights. The actual hotel as whole is fine however, my issue is more about Premier Inn themselves and their customer service.

The window in our room did not shut properly so the noise was quite significant which constantly woke us through the night. We reported it the next morning and was told it would be sorted.
Next night, returned back after a long day and it was exactly the same!

I tried to report this through the customer feedback whatsapp but got a message saying that they cannot accept any more messages. Tried to feedback through the webform and that didn't work either using Chrome, Edge or my mobile.
Seems very difficult to use the methods they provide to leave feedback through the channels they tell you to use!

Had to email them direct where to cut a long story short I was told that staff have now checked the window and it is fine so the noise I had experienced was due to it being on a busy road so I should just expect and accept it!

The windows was faulty when I was there and if they would have looked at it whilst I was there, I could have showed them and either way, what happened to believing your customers rather than making me out a liar

I asked about the guaranteed good night's sleep and was told that our disturbed sleep wasn't their fault so the guarantee isn't valid
So the guarantee isn't a guarantee after all then?

Makes me think that they like to sell you a promise but fail to live up to it

Booked a stay for later in the year back in January for my partners birthday and was recently put on medication that requires refrigeration. Was hoping there would be some accommodation due to the fact that I didn't know about this medicine until months after my booking, but all support offered was the live rate and no discounts or sympathy. Don't even bother trying to phone them directly, you'll be on hold forever and they'll just hang up on you

I wouldn't give them any stars after my recent stay at the Premier Inn Chesterfield and poor experience with their aftercare / guest experience team - it's just a "computer says no" answer from someone who can't write a message without the help of AI and who is blunt and rude and in need of some training - pay no attention to the Good Night Guarantee - utter nonsense - I won't return to that or any Premier Inn.. spend your money elsewhere!

Room had moldy cealing in bathroom damp patch on cealing above bed wall had plaster pealing damp and then found someone teashirt by couch in room paid for the Internet and could not get a signal in the room logged it with guest relations on line nobody came back to us total shoddy behaviour

Staff good ish windows do not open no fresh air

Why do I have to pay for parking to horizon avoid payed to stay should not have to pay for parking premier Inn is going down hill fast

Stayed in the Goole premier inn in May. Arrived , booked in gave my car registration as directed and parked in the hotel car park. Left the next morning after a very good stay. A few days latter received a parking fine from "Horizon Parking" for illegal parking. Contacted Premier customer services for help, they were less than helpful so I filled out an online complaint. Today received a fawning reply saying that although I had done nothing wrong ( and they have evidence) I had to fight the parking ticket myself. Basically, we've had your money , go away and don't bother us. That was the first time I had used Premier Inn and it will certainly be the last.

Three days stay - I found the accommodation well located and generally satisfactory, I wish to raise concerns about the housekeeping service provided during my stay.

I believe the cleaning arrangements require significant improvement. For a stay of this length, I would reasonably have expected towels to be replaced and the small 10-litre bin in the room to be emptied.

On Saturday morning, I spoke with a member of the cleaning staff in the corridor and requested a replacement bin bag. She kindly provided one and advised me to leave the full bag outside my room for collection, which was subsequently done.

On Sunday morning, I noticed a notice in the corridor, although not at reception, stating that room cleaning services had to be requested before 12 noon. I therefore approached a member of staff at reception and requested that my room be cleaned, fresh towels supplied, and the bin emptied. He acknowledged the request; however, I observed that no record appeared to be made of it.

After returning later that day, I found that the room had not been serviced. No cleaning had taken place, the bin remained unemptied, and fresh towels had not been provided.

I returned to reception to report the matter. The two members of staff on duty apologised and supplied clean towels for both myself and my friend staying in the adjacent room (Room 2). While I appreciated their assistance, I was disappointed that my request had not been carried out despite being made in accordance with the hotel's stated procedure.

Although I was satisfied with the accommodation and its location, the housekeeping arrangements and communication between reception and cleaning staff appear to require improvement.

I would respectfully suggest that guests staying more than one night be informed of the housekeeping request procedure upon arrival, in addition to any notices displayed. This would help improve the guest experience and reduce the likelihood of similar issues occurring.

Had the communication between reception and the housekeeping team been effective, I would have rated my stay as excellent. The issue was not with the attitude or helpfulness of the staff, who were polite and apologetic throughout, but rather with the apparent breakdown in communication that resulted in my housekeeping request not being carried out.

Finally, I can’t comment regarding the food as I ate out.

I generally love Premier Inns and have stayed in these for business and pleasure throughout the country. You know what to expect and and they are often well placed. This week I stayed the Huddersfield Central hotel for work. It was the most expensive one I have stayed in, at £189.00 for a Monday night!!! Although it looks a bit run down now the bar / restaurant itself was the worst part. No draft beer or Cider available and without doubt the worst hotel meal I have ever had. The chicken wings had a gloopy bbq sauce over them which was not pleasant and the Fish n Chips was just poor.
Very disappointing stay.
However, the staff were nice and breakfast was quite reasonable.

I didnt even stop to think whether I should book this Premier Inn or not because I thought they all had to be of a certain standard. I was wrong, this Premier Inn in Bath City Centre was horrendous, and probably one of the worse hotels I have ever stayed in, in the UK.

We arrived late after driving for 3.5hrs from Cornwall, to be met by a girl in the reception who clearly did not want to work there. I can take tired, dated rooms as long as they are clean. However, upon entering our room we were greeted with floors dirtier than the outside, our family of 4 was only provided with 3 towels... And I only realised that we had no toilet paper halfway through my poo!

When my wife went back to reception (twice), we couldn't find anyone to help, except a security guard that helped in the search. She finally found a more helpful member of staff, who offered my wife a free breakfast (I would have preferred some toilet paper first), but by that time we were all too tired to pack our things up and move. Premier Inn responded to my complaint stating that they understand my frustration, but nothing can be done because I was offered a different room at 11:30pm, when my kids were so tired, and one had already fallen asleep. Apparently poor service, and dirty rooms is okay as long as we're given a complimentary breakfast.

Just take this as a warning, that this is nowhere near as nice as any Premier Inn you have stayed in before

We stayed at the Premier Inn, Dundee (next to Discovery & V&A Museums) recently and I just had to give feedback on the Welcome Host on Reception. I only wish I knew his name. He was SUPER efficient and friendly. Nothing was a trouble (even though the hotel appeared to be fully booked due to a children's dance competition close by). He helped us with car parking advice and later in the evening when I discovered all of the pillows in the room were too soft for me to be able to sleep with - I contacted him and he brought me 2 firmer pillows at the end of his shift ! Bless you "nameless angel" You are a superstar - thank you

Let’s start by saying that you know what you are getting when you book a premier inn room. They are all quite similar, so what makes one premier inn stand out from another - ITS THE STAFF - (We stayed at the Hayle in Cornwall hotel, where we have stayed a few times before as it is perfect for visiting relatives who live around the area. It has the advantage of a Macdonalds near by, a petrol station opposite and a large Marks and Spencers/Boots and Next stores near by so the location is perfect and close to the A30.) So thats the location - but the staff at reception and housekeeping staff were second to none. They were friendly, welcoming, and knowledgeable about the local area. They went out of their way to make sure everything was done to make our stay perfect. I cannot praise them highly enough, so hotels with electronic check in please take note that this is the way to treat guests. We shall be coming back to this hotel again and look forward to seeing the wonderful staff at the premier inn in Hayle - Thank you xx