Premier Inn

We've contacted Premier Inn THREE times through their online complaint form. No response, no acknowledgment after 2 months.

Stayed at P Inn Hamburg St Pauli on Oct 9th. We informed front desk our room’s bathroom basin plug was broken and were given only one tea-bag. Later my husband informed the same staff the restaurant’s toilet wall had faeces on it, the toilet paper holder was dangerously broken and had no paper towels. They deflected his concern saying it was a house cleaning issue. He restated his concern but was ignored. They clearly did not understand the urgency. My husband turned to me saying “their reporting system is stupid.” (My husband told them he had previously worked front desk and hotel managerial roles.) We left to do laundry and upon returning to the hotel later found we couldn’t enter our room because staff had ejected us without warning or discussion. Our son had been left without any access to the room in our absence. This was an egregious disregard for health and safety.

We asked the staff why and my husband was falsely accused of saying the staff were stupid. We tried to explain that was not said but they were resolute and continually interrupted. We both teach English at university. Premier’s staff do not have English as a first language. Who’s more likely to misunderstand?

We asked to speak to the manager and my husband asked him if it were normal practice to eject guests without enquiry. He slammed the phone down. I requested I speak again to him to explain there had been a language misunderstanding, the comment was about the system not the staff. All he said was, “Our business ends here. You have 1 hour to vacate. You can move to a 5-star hotel.” He hung up.

We tried again to explain to staff they had misunderstood but they smiled smugly and ignored us. A third employee began waving her arms in front of us, shouting “Hullo! Hullo!” She then told my husband, “Shut up! Shut up!”

We’ve never experienced such unprofessional and abusive treatment like this.

My husband has a severe physical disability and the pain on his body to quickly pack and not rest after going out was extremely stressful.

The only thing missing was Mr Basil Fawlty, though he comes very close.

Never stay in this chain!

They have NO HEATING! The temperature controls in the room do nothing and reception can only set your room to 22 degrees on COLD air. You cannot even switch off the cold air and they refuse to turn it off so you are blasted with cold air. Definately not recommended unless you prefer cold hotel rooms. Receptionists argumentative, rude and refuse to listen that they should not accept bookings if they do not have heating. Had to go out and buy a fan heater as room is so COLD!

We stayed in 3 booked rooms at the Eastbourne town centre hotel. We had no hot water after 9am (in our party were 2 young children so no bath etc) This problem also affected the ability to cook a hot breakfast after this time? It was we were told a longstanding ongoing problem?! The staff were really great but of course their hands were tied until management would pay to fix the problem.

We asked for a refund as it completely spoiled our 3 day stay - we had a derisory offer. Their 'guest care' department are abysmal and totally ignore any questions as if they were not even asked! Insulting and rude! It has taken 4 months to get to a point where they've said as much as - like it or lump it - no more! Apparently, they will give you a full refund if you don't have a good night's sleep which they champion BUT things like basic amenities and food are not as important. We realise and accept that they are a low cost provider of convenient basic amenities for a stay - but when not even basic amenities....? We have all vowed never to use them again and advise caution if you are thinking of doing so.

Date of experience: 09 December 2022

“Avoid this hotel if you can. Of course you can.

I understand this might be one of your most affordable choices but what if you loose that money in an unguaranteed reservation that can't be refunded will it still be affordable? since September 2022, premier inn hasnt refunded The money they owe me. I keep calling and emailing regarding a booking I made with premier inn in September 2022 that was unsuccessful yet being charged for a reservation I thought I had, only to travel all the way with my family and a baby just to be told I didn't have any reservation yet I was charged. That disappointment and frustration (as I arrived in the evening, and being stressed to look for another accommodation in a moment) alone deserved compensation but I didn't push it. I went on to book another premier inn hotel in hope I'd be refunded my initial transaction Because I trusted them. Each time I called or emailed about a refund, they acknowledged the transaction and refund process and I was always told it's being sorted and allow for 15 working days for a refund (which was not true). Yet nothing has been done. 15 working days has exceeded to almost 6months (half a year. Isn't that ridiculous for a company? havent they failed in ensuring outstanding customer service and being reliable and trustworthy? A refund isn't that difficult with any genuine company. they should be able to do this easily. Let's assume it were that difficult for premier inn, if I were offered a free stay (in my moneys worth) at premier inn, as I travel a lot, in exchange for a refund, I'd gladly accept that rather than waiting eternity for a refund that seems I'd never receive. After September, I've even made over two premier inn reservations (Because I really believed they were refunding me my money and the transaction was just taking too long and being assured on phone the refund process had begun, I just remained patient) But That would have been an opportunity to be issued a refund (if they really wanted to). But they were nonchalant.

My love for premier inn, as I was a big fan has now ceased. I can't promote premier inn to anyone after this experience because I'm terrified they'd make a booking, money deducted from their account with no reservation, and yet failed promises of a refund. In other words they would disappoint you as they've proven to be very unreliable and untrustworthy as a business .

in addition, their customer service even suck. Each time I called or emailed I had to provide full details and transaction details of my matter and even remind them of their previous correspondence with me as if they had no records of my initial complaint and a record of the complaint being handled. that shows they didn't care and was never gonna refund my money because they were investigating nothing. Yet they made me believe they were, as they would always say the matter has been escalated and should wait another 15working days (the waiting time was always renewed each time I called) the matter would be resolved.

Surprisingly I saw similar review about premier inn regarding same matter this month. It kept me wondering, is that what premier inn has become? Utilising their website to sham people. Highly disappointed, please avoid them so you aren't a victim!!!

Absolutely horrible. I do not tend to write reviews, but our date for our hotel was switched and there was absolutely no help. Made a very stressful situation, that we could not even contact them to fix.

Absolutely horrible. I do not tend to write reviews, but our date for our hotel was switched and there was absolutely no help. Made a very stressful situation, that we could not even contact them to fix.

We booked at 2 night stay at your hotel in Buckingham as this was as described on your website as NOT having air conditioning. This suited our needs as we have previously had unpleasant experiences at your other hotels that do have air conditioning

When we arrived we noticed that the windows in the rooms were sealed, by design, and that the rooms had air conditioning. This was aggravated by the limitations of the system which allow a minimum temp of only 19 degrees, far too warm to sleep. Note that your own website recommends 18 degrees. 

Your complaints team has rejected my claim as the room is not listed as having air conditioning and so a warm room is not accepted. This is not true - the reception staff confirmed on the day that the room has air conditioning, and has twice confirmed by phone to the reception. There are also multiple comments on Trip Advisor to faulty air conditioning at this hotel

Had we known the room did have air conditioning we would not have booked.

Your team has failed to explain how guests can control the room temp if the windows are sealed and no air conditioning is provided! Can you please explain.

I was supposed to stay with Premier inn after returning from France but due to the travel restrictions I had to cancel, I tried to call but the call centres are closed I sent a message through the website 3 times and, other than automated responses saying someone will reply, a week on and still no one has bothered to reply. Very disappointed!

We were looking forward to a nice weekend, watching our daughter in a cheerleading competition that the hotel supported, only to have it ruined a few weeks later by a parking charge for £200. Upon arrival at the hotel, we followed all instructions on where to park, double checked with the lady at the desk after doing so, entered our details into their online system. After receiving the parking charge, we contacted the hotel for some help and advice, only to be spoken to in a disgustingly rude manor, and were told we would not have any backing from them. The outcome is, a lovely weekend away, turned sour unnecessarily, thank you Leicester City Premier Inn, we will make it clear to all members of family and friends not to stay at any of your hotels.

Had a brilliant stay with family and friends at Watford Central Premier Inn. Rooms were spotless and comfy, food was spot on and the service we received was excellent. Genuinely nice staff who helped us out with regards to running late for meals after a day at Thorpe Park.