“PREMIER INN’s WORST HOTEL EVER!!!
Premier inn’s “HARMER HILL” is by far the WORST hotel in that chain.
Just purely for having “SARAH” on reception.
She is by far the most miserablist receptionist I have ever met.
After a long drive to my hotel I’m greeted by someone with about as much warmth and helpfulness as a WET FISH”
PREMIER INN, you would do very well if you dispensed of “SARAH’s” services and find someone that smiles when you arrive at reception and not just bark rudeness at you, when you ask simple question.”
“Stayed at Arundel Premier Inn on the 12th November. Although our room was quite clean, the bathroom needed a complete refurbishment. I felt we were staying in a Travelodge at Premier Inn prices. Our breakfast in the Beefeater the following morning was not good. We waited 40 minutes for our cooked breakfast which was cold when it arrived and looked as though it had been thrown onto the plates. The staff were very pleasant but the restaurant looked as though it could do with a complete refurbishment. Very disappointing.”
“Went to book a room at the Cardiff Premier Central, their website failed on payment confirmation twice so called to see what the problem was phoned 20 times before getting and answer was told not to worry as there was no booking made and to try again the next day. So I did only to find all the rooms had gone so had to book with another hotel, when I went to make the payment for that total the payment was declined, wondering why, I looked at my bank account and Premier Inn had taken £657 from my bank without even giving me a room. Tried to call again, rang 48 times no answer. Called again the next day only to get told they could not refund from the hotel as they never had a booking for me and to try another number, that never even worked, sent and email no response either
cant believe a company this size has such rubbish communication lines and I still have had no refund or word from them at all.”
“North Street Brighton - 4 Night Stay
First experience of PI. Stayed to support my sons transition to Sussex University which was a 20 minute local bus ride away. Great location in the heart of Brightons vibrant shopping, leisure and eating area. A 10 minute walk from Brighton Station or a 3 bus stop ride from the station that stops right outside and an easy 5 minute walk to the beach.
Hotel very dirty, smelly and grubby entrance and carpets. Could not believe the amount of unhealthy black dirt, not dust, on the windows ledges. The colour scheme (browns and creams) does nothing for the hotel and it needs a full update in rooms and communal areas. Noisy room at night as facing the Main Street.
Staff, whilst pleasant and helpful enough all shared that they have been told not to answer the phones. I had telephoned several times in the days leading up to my visit and no one answered the phone. I witnessed, whilst booking in, staff and management actively ignore the ringing phones - very poor, sad to witness and disappointing customer service.
Poor value for money as the hotel was not pleasing to the eye or sense of smell and my stay was not cheap. The room size was fantastic, the bathroom was new looking and super clean, the restaurant looked lovely.”
“I would like to say a big thank you to Denise (receptionist) and her manager at Rochester Premier Inn. Unfortunately we was not able to travel to the Premier Inn today due to my wife not feeling well due to her leukaemia. Both staff we're very helpful and helped us rebook for another day”
“Not made clear there wasn’t any air conditioning in room at clacton-on-sea (north/Colchester road)
Customer relations were very unhelpful and didn’t want to know
Hotel information changed to say no air conditioning once I complained but still didn’t
accept in complaint was valid
So paid £312 for 2 rooms for one night in an very dated hotel with no air conditioning
If it had been made clear we would not of booked it
Won’t be booking any premier inn hotels again
Booked many over the years but never again”
“Don't believe this company.s claim that they will refund you if you don't get a good nights sleep. I didnt get a good nights sleep, spoke to a member of staff the next morning to tell her what the issues were she was very sympathetic and said that there had been other similar complaints (due to inconsiderate other guests in the hotel at the time) and she gave me details of how to put in a claim against this guarantee. I did this the very next day and was told I didn't complain soon enough. If the very next day is not soon enough, and followed up by the formal complaint 24 hours later I don't know what it. They say you have 7 days.”
“Overall good experience. Neat hotel with covid precautions in place.
Check in - gentleman who checked us in could do with some additional training on dealing with people in wheelchairs
Room - accessible and tidy. However, no cleaning was done after the first night - no tea/coffee replenished or beds made. Room untouched which we found strange.
Bathroom - very well designed for disabled guests - only suggestion would be an adjustable spray shower head - and to check the water pressure as it was very weak.
Night staff were friendly and helpful
Restaurant/bar located onsite - easily accessible and convenient”
“They were really good about refunding money for trips that couldn’t happen due to Covid (unlike most other travel companies). Premier inn refunded in full straight away.”
“We had no tv reception and promised a repair over two days,no results. Poor meal with family in adjoining beefeater due to poor food and lots of mistakes. We do not recommend this venue for a stay in Telford despite premiere inns reputation.”
“I booked a room on Sunday 28th June 2020 in Leicester in good faith, I was not privy to their current prerequisites, as in whether the Premier inn were apartmentalising their rooms in order to still let or what. There was no information on their website regarding the fact that they only let to key workers only either.
I booked the room on Sunday morning and did not receive any confirmation. However, at 15.30 I received an email saying I needed to be a key worker in order to stay - I am not a key worker but was on essential travel because of medical reasons. Accompanying this email was the key worker information together with instructions to telephone 001162421780 if I were not a key worker, this turned out to be a dud number.
How disgraceful.
I then had to go through the distress of booking alternative accommodation at short notice. Their confirmation email arrived at 21.01 that same evening.
The duty manager at the Leicester hotel gave me a card to make a complaint. The email address given on the card was also a dud. This is extremely poor customer services and a clear failure demand.Jan Garner from customer relations offered me my own money back, as resolving the matter, no goodwill gesture for the distress, nothing. She in fact, avoided responding to the dud contact details Premier Inn give to their customers during a Pandemic.”
“We had 4 separate bookings all paid in advance on non flexible rates, during the time when we could not travel. We have received a full refund for all the bookings. Very happy and will certainly use them again when we can travel safely.”
“Had our booking cancelled hit yet to receive refund. We are not the only ones who booked here in the same situation. Contacted directly and not helped slightly. Absolutely appauling”
“Appalling Customer Service (24.08.2019 at 11:50am)
I had done a reservation via Booking.com for a stay of 1 night for 3 people (2 quad rooms). My parents and my brother were visiting me and my wife.
When I called the Premier Inn's main line and then the reception desk for asking them about how to complete the payment for the stay of my parents and my brother in the hotel, I was received with sarcastic laughter and complete unhelpful comments. At the end, they told me that Booking.com "...was lying.." and I had to re-do a new reservation!!!
First, I called Premier Inn for asking them how I could complete the payment for my reservation. I was told that this is not possible and only during the check-in the payment could be received. I did explain to them that since I had done the booking and wished to pay with my card, we should find a solution for completing the payment but they kept repeating they cannot take the payment. When I proposed I pay them when I would be picking up my parents and brother from the hotel, they refused to help me. Instead, they suggested that I go and do the booking via their website(!!), again (even when I had already done it via Booking.com). I asked then to talk to the manager and the customer service lady on the phone said she would connect me to the direct reception line of the specific hotel at A23 Airport Way. I waited for over 5mins on the line and then an automatic message came up asking me to hung up! As you can imagine, at that point I was getting upset since my booking for the rooms of my family were messed up for a seemingly dispute between the hotel and Booking.com.
I went online and I had to search for an alternative number myself that I could call them back. Thinking I have found the direct line to the A23 Airport Way Premier Inn, the phone was answered by someone who he suggested me that I can be connected (once again) with the main reception desk. I waited for few more minutes and finally I managed to get through -not with the reception desk of the hotel, but with the same Premier Inn main line I had previously talked to. I talked to anothr customer service lady that she seemed to be aware of my situation, she said(!). I did ask her if she was the same one person from the customer service team I had talked to earlier. She said that she was another person but that I should call the Booking.com, instead. I explained to them that the Booking.com has instructions for calling the hotel, directly, for any issues with a reservation. Then, literally, the lady on the phone told me "...the Booking.com was lying(!!).....". Then, she insisted that I re-do the reservation via their website of Premier Inn. By that point I was furious, since it meant I may have had to pay an increased rate and risking to be charged for my reservation I have already done via Booking.com. I insisted to talk to a senior manager but the lady refused to connect me, initially, saying I was rude asking that (!!). I asked her then to have her name details for making a complaint and she refused to give them to me. I had to keep insisting then to talk to someone else directly with the hotel reception. Eventually, I was put on the line with another lady, assumingly from the reception. At some point that lady had to stop talking to me, as I could hear in the background that other previous woman I had talked to, laughing loudly that made her to laugh, too (completely unaccaptable behaviour of making fun of me, a customer). Finally, I had to ask them to wait while I had to check myself the new rates, since she refused to give them to me for re-doing the booking from their website. At the end I was forced to pay approximately £40 more and having to cancel my original reservation I did via the Booking.com. I was also refused to be given the direct reception desk line number, which I only got after keep insinsting to be given to me in case I need to call them back for my parents' reservation.
The botoom line is that the customer service I received from the Premier Inn was below par. Completely appalling and very unhelpful, since they even refused to give me the new rates from their websites, and I even had to insist of getting their direct line at A23 Airport Way reception which they initially refused to pass me the number(!). I find disgusting that they seemed not to care or sympathise with the customer but laugh at him. I find totally unacceptable calling "....liers the Booking.com..." and somehow claiming that the situation I was in with my reservation is all the fault of Booking.com, but still they were refusing to help me with a new reservation or offering the same rate for the new reservation I was forced to re-do.
Definitely not recommended for a stay unless probably you are willing to pay in cash!!”
