“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”
“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!!!”
