“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”
“I woke for breakfast and was told
sorry ..no breakfast today. so I moved to another Premier Inn.. I was given cardboard dry pizza. absolutely frozen boxed food served.this is not cooked fresh. went to another one and the curry was like shockingly bad.it was more of a soup.
fourth night I though fish n chips.. yuk.. all the food is frozen and dried out freezer food”
“We had to cancel our reservations at Premier Inn because of train strikes in the UK that ruined our holiday plans. We had to cancel our entire trip to the UK. We were a couple days outside of Premier Inn’s 28 day cancellation window and they simply would not issue a refund for our cancellation. They showed absolutely no understanding towards our situation and would not bend their policy even a little bit to show some customer care. They just took our money. We will never book anything with Premier Inn in the future!”
“I have used Premier Inn (Richfield Avenue in Reading , Berks, UK) several times but last time I went to use it they were full so I went elsewhere. I then got an 80 pound parking fine for being in their carpark.
On contacting them I got told they weren't able to help. I wont be using them again.”
“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”
“I would like to say a "Really Big Thank You" to RICARDO at premier inn reservations for helping out this morning.
I messed up big time and spoke to ricardo such a special individual who listened to me and helped me out.
This young man deserves the best his customer skills is AMAZING any manager in any premier inn is lucky to have this man. Ive booked with premier inn for years and will continue (forever in my thoughts thank you lovely man)”
“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 the nick of the 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 a lie). 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 scam people. Highly disappointed, please avoid them so you aren't a victim!!!”
“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”
