“I stayed at a Premier Inn at Stratford, London the beginning of November with my family we were on a shopping trip,
We paid for two rooms with breakfast. Unfortunately we were told there was a technical problem in the kitchen and breakfast would not be available ,but your money will be refunded five days with the card paid for the rooms,
After several frustrating phone calls, I still haven’t received my refund up this day. I think I’ve spent more on phone calls than what the refund is I’m giving up now because I’m so frustrated at one point I was left for 11 minutes while somebody went to make an enquiry I think they were hoping I’d hang up , Iv stay at many hotels for conventions, but never will I stay at a premier inn again out of principle very disappointed customer.”
“It's a bit complicated. I had (I thought) booked for 4 nights at the Premier Inn in Baglan, Port Talbot, over Christmas. Unfortunately on 23rd Dec (day of check-in) I fell ill with a bug. Tried to cancel but none of the numbers on my invoice seemed to apply, and as it was Saturday, the phone line (one number by the way for the whole UK) was closed. So, it's Christmas, I'm unexpectedly unwell, and unable to contact anyone. It's beginning to dawn on me that I haven't had a single email related to the booking, and begin to wonder if I've been scammed. Christmas comes and goes, and I ring the helpline again in order to check that I was actually booked in, to discover their system showing I was booked in for one night only. My invoice from August last year says four nights. Basically, my issue is a lack of communication and insufficient contact options in the event of sudden problems, plus an over-reliance on automated systems. I've stayed at Baglan for Christmas (in order to visit family) for a number of years, however I don't think I'll be coming back now. Too much stress.”
“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 (Andre) 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 Andre comes very close.
Never stay in this chain!”
“What refunds! My son and his friends booked with a premier Inn in Manchester for a night. When the arrived they were informed that there was no room booked even though premier Inn have taken £170 for the room. They now refuse to pay the money back. We are planing to take further action it this situation can not be resolved. The worst part is that the friends are university students who live on a small amount of money as it is, I don't think the realised how bad and unreliable the staff are at the premier Inn. Too trusting”
“the room is verry bib and spotless the bed is bigger than a double ..it was easy to log into hotel wifi plenty of room on table fort my lap top and still lots of space .....i previously did premier inn a disservice and stated that the meals were not worth the money but have looked at the booklet in my coom concerning meals and the meal deal brekkie 2 course dinner and a drink 24-99 seems very good value”
“I stayed in Premier Inn in London Waterloo on York Road.
On the last night of our stay, our room was flooded by the room next door. We complained to reception and were told I had to contact the complaints department.
So we contacted the complaint department and they wouldn't listen to our complaint and completely ignored us. Only offering a goodwill payment, which didn't cover the damage to our belongings or the upset caused. Very disappointed in Premier Inn. Premier Inn's attitude towards their customers is very poor and rude.”
“Stayed at Premier inn Sandown isle of wight, The staff are amazing made booking in easy and when having breakfast the staff worked so well keeping every section fully stocked. All staff are friendly and helpful. Rooms are clean and beds are comfortable. great value for money.”
“They have NO HEATING! The temperature controls in the room do nothing and reception can only set your room to max of 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!”
“Water off at hotel, no drinks facility, washing or toilet flushing, restaurant closed early due to short staffing issues, couldn't sleep as room 4 metres from a busy railway platform, refused an exchange of room and refused a refund of nights not used due to checking out early so their guarantee is dishonest nonsense, terrible customer service,worst hotel experience in my life”
“I have rung Southampton number 25 times from early morning to late and night and guess what the are always busy with other people??
I am now on the phone number 2 on the phone number to cancel.
I have heard the same message 5 times.
DID I KNOW THE QUICKEST WAY TO MAKE A BOOKING IS THE FASTEST WAY IS PREMIER INN.COM
I shall now out them on Named and Shamed”
“Although the hotels have always been good. Following a recent booking I have been inundated with spam emails and the unsubscribe option doesn't work. Everybody is "Sorry" but incompetent. Expecting the customer to jump through hoops to resolve their issue. Not worth the hassle!”
“Absolutely the worst customer service. Our trip to London in June was unfortunately cut short due to a family emergency back in the states. What we have been through since June trying to get a refund from Premier Inn for the nights we didn't stay is beyond unacceptable. They act has a high quality all caring organization when in fact they are no better than a 3rd rate hotel in terms of customer services and simply interested in revenue. I don't have to leave the US to be treated this way and truly expected more . They should be ashamed of their slipshod treatment of people.”
“We recently stayed at the worthing Premier inn. We had an excellent time. The room was spotless, food was delicious and the staff were so helpful and welcoming. I would like to especially thank Destiny for the attention to detail and thoughtfulness that made our stay so lovely. Thank you.”
“Room 219 at Monmouth has a water storage tank above it which is incredibly noisy.
Premier Inn did not honour its Goodnight Guarantee. It took them 5 weeks to email me with this decision.
The only way to contact them is via Facebook Messenger, I got one message a week to say someone would be in touch.
Customer service is an absolute joke.
One star is one too many for them.”
“Disgusting service at premier inn
Booked a room on 4th-5th August. Their system messed up and booked me in on 6th-7th, taking payment instantly.
I drove 3hrs from Oxford to Paignton to stay in the hotel I booked. Upon arrival they told me the dates were wrong, couldn’t change them, and that I had to call customer relations to get a refund.
I called them first thing on Monday, and they said they won’t refund despite their system making an error.
Called them a second time to speak with management and was told I will be put through. The call went back to the same person I spoke with previously (Thomas) who called me a liar about the booking dates. He also called me a liar when I told him that the previous person would put me through to management. He refused to put the call to management to discuss further.
This company is absolutely disgusting. Spent more than an hour on hold when trying to call them.
I expect a full refund & compensation for their error. Further compensation for the appalling stance they’re taking and for the unhelpful service provided, with persistent false information provided.
I will never stay at a premier inn after this experience.
I have raised a further complaint with them and with the authorities as these criminals need serious investigation into their practices.
Management couldn’t care less. The hotel purer wants to line their pockets with money and they don’t care how they get it.
Premier inn needs closing down. Disgusting hotel chain and even worse staff.”
“I have stayed in a number of Premiere Inn's over the years but recently I stayed in Carlisle Central. I could not believe how run down the rooms, corridors and reception area was. The staff were very nice and cheerfull which I applaud in such a run down hotel. Come on Premiere Inn, with the profits you make get your act together.”
“Premier room was lovely ..arrived to be upgraded thank you..
Premier inn gate newcastle jackie turbett.
Thinking of elderly patrons..could the baths be replaced with a wet area with a seat..it not easy getting in or out of the bath.”
“Arrived at 14.56 to check in and was asked for £10 as I was checking in before 15.00
This is an absolute joke
It is not unusual when I go to check in after 15.00 that my room is not ready and I am asked to come back. Will you now be compensating guests if there room is as little as 1 minute late. In all fairness you should.
Premier Inn - you have just lost a regular loyal customer”
