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 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 he comes very close. Never stay in this chain!

They have NO HEATING! The temperature controls in the room do nothing and reception can only set your room to 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!

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

“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 a 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 not true). 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 sham people. Highly disappointed, please avoid them so you aren't a victim!!!

Absolutely horrible. I do not tend to write reviews, but our date for our hotel was switched and there was absolutely no help. Made a very stressful situation, that we could not even contact them to fix.

Absolutely horrible. I do not tend to write reviews, but our date for our hotel was switched and there was absolutely no help. Made a very stressful situation, that we could not even contact them to fix.

We booked at 2 night stay at your hotel in Buckingham as this was as described on your website as NOT having air conditioning. This suited our needs as we have previously had unpleasant experiences at your other hotels that do have air conditioning When we arrived we noticed that the windows in the rooms were sealed, by design, and that the rooms had air conditioning. This was aggravated by the limitations of the system which allow a minimum temp of only 19 degrees, far too warm to sleep. Note that your own website recommends 18 degrees.  Your complaints team has rejected my claim as the room is not listed as having air conditioning and so a warm room is not accepted. This is not true - the reception staff confirmed on the day that the room has air conditioning, and has twice confirmed by phone to the reception. There are also multiple comments on Trip Advisor to faulty air conditioning at this hotel Had we known the room did have air conditioning we would not have booked. Your team has failed to explain how guests can control the room temp if the windows are sealed and no air conditioning is provided! Can you please explain.

I was supposed to stay with Premier inn after returning from France but due to the travel restrictions I had to cancel, I tried to call but the call centres are closed I sent a message through the website 3 times and, other than automated responses saying someone will reply, a week on and still no one has bothered to reply. Very disappointed!

We were looking forward to a nice weekend, watching our daughter in a cheerleading competition that the hotel supported, only to have it ruined a few weeks later by a parking charge for £200. Upon arrival at the hotel, we followed all instructions on where to park, double checked with the lady at the desk after doing so, entered our details into their online system. After receiving the parking charge, we contacted the hotel for some help and advice, only to be spoken to in a disgustingly rude manor, and were told we would not have any backing from them. The outcome is, a lovely weekend away, turned sour unnecessarily, thank you Leicester City Premier Inn, we will make it clear to all members of family and friends not to stay at any of your hotels.

Do not uphold their good night guarantee or their own T&C’s. Staff onsite would not resolve my complaint and told me to complain via the website once home, which I did, but I was then told I had complained too late and nothing would be done. All contact and requests for escalation were then ignored. Customer service is a joke - they were rude, unhelpful and unsympathetic. An absolutely shocking way to lose repeat business.

hot water was not working from 5 oclock Saturday afternoon till the next morning plus lifts were out of order. this was one of the worst premier inns ive ever stayed in booked a year in advance to go to a wedding reception could not even go. staff on the desk were rude and I got called luvie which I found very offensive.

Stayed at the nottingham chain bar premier inn nov thro' december, stupidly left property in my room when checking out. No sign of it when complaint raise, I think it was taken by cleaning staff. Premier inn management not interested suggested i contactact police. Usless organisation. Do not stay with them.  

HAVING BOOKED IT IN NUMEROUS OCCASION TO BOOK WITH BOOKING.COM TURN UP AND FIND THE PRICE HAS CHANGED SIGNIFICANTLY-I WILL NOT USE BOOKIN.COM OR THE PREMIER INN AGAIN I COULD HAVE USED THE HILTON NEXT TO IT FOR A CHEAPER PRICE BUT HAVING RATED IT BEFORE I WAS FAR FROM HAPPY . HOLIDAY IN WILL BE THE FUTURE PREFERENCE

Make sure before you book that hot water comes as standard, we stayed overnight in Premier Inn Ilford on 28th July and we had no hot water in the room. We reported this to the reception and were told we were not the only ones, no apology, no room change and no refund.

I recently stay with a party of six in 3 rooms pre booked for one night including their meal deals. I arrived at 4pm and booked in I went to make sure the others in my party (teenagers and disabled) we're finding their rooms ok, as they were scattered around the hotel. I got back to my room an the manager was screaming at the top of her voice at my husband while ran sacking our room and in packing our things throwing accusations of us trying to set fire to the hotel! My husband was half changed and really had no time to do anything. I was so upset and felt humiliated as I had come down to Sheffield for a funeral and had just finished buring my dad, I attempted to explain this to the abusive manager at the time but didn't care even though I had tears streaming down my face ordered us to leave, we had been their for less than ten minutes, and honestly think it was because I had disabled people with me. The whole thing could of been dealt with more calm and more professionally. I will never use a premier inn again in my life an urge others not to.

Clacton seafront. Very discourteous. Rooms not cleaned.

BIG problem for me with Premier Inn. Always thought they were great until I started with mobility issues. All I want is a twin room (travelling with a companion) with a disabled bathroom. ie, no bath, just a shower. No problem you would have thought but, sorry, I can't find this facility. I have requested this in at least seven hotels up to now and the best they can do is a put me up bed to be added to the room. In a disabled access room, (now called accessible) they take out the sofa bed to make more room for wheelchairs but not all people with mobility issues are in a wheelchair. Why can't they swap the double bed for twins? I keep being told by customer service that their refurbished hotels offer these facilities but not the ones I have tried. I was offered adjoining rooms instead but of course that means paying for two rooms. I could go on and on with more information but it would then be called a book! Travelodge offer this no problem, so sorry, but bye bye Premier Inn.

I stayed in a room that has cost me £200 for ONE night EXCLUDING breakfast. I have a sink that smells because the overflow hasn't been cleaned since the sink was installed. Fill the sink too full and the water is full of crud from the overflow. I take a shower and end it standing calf deep in water as the bath drains so slowly. I have complained three times to reception and they tell me that everything is fine. The lady manning the reception is unbelievably ambivalent in her response to anything I say. I have asked to speak to her manager but she tells me he is on holiday. I leave, £400 spent and I will never return. Avoid this Premier Inn at all costs. They are a disgrace to the brand.

No customer service, no loyalty, no gratitude. I have used Premier Inn for many years for business. In fact, I have used no other hotel. I ONLY used Premier Inn. I have given them mounds of business. My work is quite routine, so I am often able to schedule my visits with 100% accuracy and without issue. For this reason, I book the cheaper, non-amendable rooms. This time, circumstances changed AND I also became ill as luck would have it. I know, I ordered a non-amendable, non-refundable room. However, despite knowing that, I expected there to be some flexibility, some leniency, some shred of empathy or understanding. How wrong I was. I called the web team and was promptly told I couldn't get a refund. I was given a feedback e-mail address to use. I e-mailed them and received an equally unempathetic response. Premier Inn simply didn't care. They have my money so that's the end of that. As naïve as it sounds, I thought that perhaps because I had spent so much money with them, because I had been loyal and used only them and regularly too, because I had never cancelled a room before in all my years, and because I was genuinely ill and unable to attend, that they might have shown some empathy, sympathy, understanding or good customer service. I naively thought they might let me cancel for a refund as a one off gesture of goodwill, given how good of a customer I've been. Nothing. Zippo. Not even a shred of understanding in their firm and sterile response. I've never had an issue with the rooms or hotel staff, but this has left a sour taste in my mouth. They could have easily resold the room within the ten days notice I gave them. Loyalty isn't just about customers developing a liking for and a loyal relationship to a brand, it's also about the business developing a loyalty to its customers, especially long term and regular ones. For the first time ever, I'm going to start looking to your competitors, and I'll see if their customer service is better. They're cheaper too, so here's to hoping I have a better experience and save some money. Premier Inn, you've lost a loyal customer who has used you since you first opened in this town. You could have lost £60 today by giving me a refund and earned countless thousands over the coming years from my remaining a customer. That you would rather lose all of the business I would give you over £60 is a shame, but it's your loss and Travel Lodge's gain. Their new hotel in the town looks lovely and they're cheaper. Here's hoping they've got better service too.

On my way to a funeral, I stopped by a Premier Inn for the night (as the funeral was tomorrow)and the room was lovely, open and had everything I needed for the night. When switching on the bathroom light, there was a horribly loud noise from the fan, and I couldn't stand to have it on. When coming to go to sleep, it was unbearable. The springs in the bed made it feel like my ribs would break if I slept on my side, and I tossed and turned for a legit 4 and a half hours. It's 4:13am right now, and I still cannot get any rest! The drawers would not open,and the water provided tasted like metal and mold. Also noticed how I could hear straight through the walls, couldn't hear myself think!