“Disgusting
So many problems, I don't know where to start.
In 2019 we stayed in Premier Inns for 2 weeks, everything was good nothing to complain about.
This year 2025 we stayed at the following, Weston-Super-Mare East, Tenby, St David's, Aberystwyth, Caernarfon, Oswestry & Warwick. How far have their standards fallen.
Each Inn had uncontrolled mould growing in the shower. In Aberystwyth it was so bad we asked to be moved to another room, it wasn't much better.
Each Inn had toilets that wouldn't flush properly. It would take between 3 to 5 flushes to get rid of your business. Waste 10 minutes of your life waiting for it to refill each time. Not enough force to go over the S-Bend, they think their savings water. We bought a small bucket filled it in the bath to flush the toilet.
If you want the Fawlty Towers experience stay at Weston-Super-Mare East. You get two Basil's. We checked in at 3.00pm, went to the room the key didn't work. Back to the desk Basil No 1 reset the key. In our room was a large cot, Basil No 1 took it away. The penny didn't drop that something was wrong.
At 11.40pm the door burst open, a man with a torch speaking in a loud angry loud voice, said and I quote WHO OCCUPIES THIS ROOM. We had just meet Basil No 2 the night manager. He wanted our last name then left. No apology for waking us up. No explanation what was going on. Next morning the manager was nowhere to be found. The girl at the desk told us we were put in the wrong room, when the guests arrived late they did not know which room was vacant as it was fully booked.
Tenby more problems. Went to our room, the usual mould in the shower. I went to the toilet, lifted the lid and found a turd floating in the water. The young lady at the desk was very helpful. she came straight to the room and cleaned the toilet. She apologized and gave us a free drink at the bar. Back in the room I noticed a pillow had blood stains on it. The pillows were replaced, this time we got chocolates. Somethings not right. Recycled linen. Who slept on those sheets last night.
Guest Relations are a complete joke. I sent a letter of compliant on 22 May. I was to receive a reply in 5 days. They replied on 8 July (47days) wanting more information which I sent the same day. They replied on 25 July asking me to complete a form for each stay. I had already supplied an itemised list in my original letter. They were just trying to fob me off, not willing to address any of their short comings. I could go on, I think you get the picture. Don't stay at Premier Inns anywhere else has to be better.”
“Recently stayed at Leicester North West (not in a heat wave). Upon entry to my room was greeted with 2 pointless fans and 26.5 degrees temp. This rose through the night to 27 degrees. When bringing this up with guest services I was told because I booked a hotel with no air conditioning this was to be expected. Not even a goodwill gesture as a regular customer (third stay this year). Good luck anyone trying to sleep at this hotel.”
“It isn't cheaper to book direct despite what Premier Inn claims - so don't! Customer service on the phone didn't listen at all but talked over me. While waiting I was told that it is cheapest to book directly with them - it isn't! I found the same room about 10% cheaper on Booking.com. I asked them to explain the claim of being cheaper and the best they could come up with was "third party sites are often cheaper but overall we are cheaper". I asked what overall meant but they couldn't give a sensible answer. I only booked direct because I had received a promotional email offering free breakfasts -- however, they did not provide those because I hadn't clicked on the link, I relied on their promise - which clearly one cannot do! They even admitted that their claim to be cheaper when booked direct is often untrued. Very poor service desk experience.”
“We stayed at premier Inn at Southampton airport on the 18th of may for one night we arrived around 11pm so I asked the receptionist about the car parking he said oh don't worry about that it's included with your stay, so now we get a parking fine from the unscrupulous HORIZON PARKING demanding £57 if paid within 14 days otherwise £95, so thanks premier Inn receptionist are you on the take with horizon, we certainly wont stay at the Southampton premier Inn again it was filthy and stinking, so maybe time ti look elsewhere for hotels, wouldn't be to hard to find a cleaner hotel”
“Sending numerous emails regarding various issues with my stay and not getting any reply’s. when I did finally get a reply was basically told they don’t care.
I asked if I could speak with the manager and told they is not possible, terrible customer service.”
“You cannot contact anyone at Premier Inn for reason-they don't want you to, they only want your money.
Impossible to sleep in St Alban's Premier Inn as RIGHT next door to a night club, music ended around 4am.
Your teeth will rattle but no rest at all. No money back, as when eventually got through,they just reject all claims. Their weasel words are 'external noise does not fall under our Goodnight guarantee'. AVOID PREMIER INN AT ALL COSTS.”
“Impossible to get my money back after more than a month numerous call, the only contact has been scammers trying to steal money supposedly from premier in , premier inn manager should phone me and sort this but no, to busy collecting there bonus, so no option I got the forms for small claims court filled them in will now make the claim Shame on you!!!”
“Made six attempts to book a room online today. Every one timed out within seconds of choosing rate. Rang hotel and was told they could not take bookings by phone (!!) Went to central reservations and spent 20 mins on hold. Then gave up. They deserve to become insolvent.”
“Still waiting for a refund for money they took at the time of booking! I requested to pay at check in. I booked a flex deal and cancelled well before my stay was due. They owe me over £500. Absolutely disgraceful!!”
“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”
“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.”
“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”
