Premier Inn is a well-established hotel chain operating within the travel and tourism sector, offering a variety of accommodations designed to meet the needs of travelers across the UK and internationally. The company provides comfortable and affordable hotel rooms, catering to both leisure and business guests. With a commitment to quality service, Premier Inn ensures that its facilities include essential amenities such as free Wi-Fi, on-site dining options, and family-friendly accommodations. The target market for Premier Inn includes families, business professionals, and tourists seeking convenient and budget-friendly lodging options. By focusing on a wide range of locations, from city centers to airport accommodations, the company aims to provide a reliable resting place for diverse travel needs. Through its user-friendly website, www.premierinn.com, customers can easily browse available properties, check rates, and make reservations, enhancing the overall travel experience.
Premier Inn receives a mixed reception from customers, with a notable number of negative experiences overshadowing the positive ones. While some reviewers praise the cleanliness of the rooms and the friendliness of the staff, highlighting stays at locations like Tooting and Wigan, many others express dissatisfaction with various aspects of their visits.
Common complaints include issues with room temperatures, such as freezing conditions upon arrival, and a lack of responsive customer service, particularly from guest relations. Additionally, several guests report problems with cleanliness, including bed bug incidents and unkempt outdoor areas. Despite a few positive mentions of good breakfasts and comfortable beds, the overall sentiment leans heavily towards disappointment. Many customers advise against staying at Premier Inn due to these recurring issues.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.4 | 60 | 100% | — | ● Low |
Monthly average rating from reviews written by people.
Not enough history for a trend yet: 60 reviews in 1 month. The chart appears once reviews span two months.
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“Receptionist was lovely and very helpful”
“I’m staying tonight in your hotel in Abergele, get to the room no heat at all, it’s 3”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Travel & Tourism.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.4 out of 5 (poor) | 100 out of 100 | 2.7 out of 5 (poor) | 1.6 out of 5 (poor) | 2.9 out of 5 (fair) | — | 60 |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 4.6 out of 5 (good) | — | 1,050 |
Bottom line: Premier Inn is #5 of 5 on overall rating in this group. On booking, Audley Travel scores higher (4.9 vs 1.6).
60 reviews of Premier Inn. Filter by what matters to you.
9 months ago
Stayed at Tooting Premier Inn last night and all I can say is 'top notch' and thank you. Receptionist was lovely and very helpful. Room was clean and tidy. Bed was just heaven and so were the pillows!... See more
9 months ago
Today, I received a further email from Guest Relations following a recent complaint. I asked to be referred to a Manager and even when the Manager responded the information quoted was factually incorr... See more
9 months ago
Premier Inn Bearsden Walking from car into the building outside is needing attention !!! Empty spirit bottles thrown out of windows onto the bushes below lots of other empty bottles glass and plastic... See more
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Stayed at Tooting Premier Inn last night and all I can say is 'top notch' and thank you. Receptionist was lovely and very helpful. Room was clean and tidy. Bed was just heaven and so were the pillows! I never heard a single noise in the night, no banging doors, no shouting, no TVs blaring and absolutely no street noises. Only stayed one night but it was a perfect stay. 👏
I’m staying tonight in your hotel in Abergele, get to the room no heat at all, it’s 3.5 outside and I’ve paid 96.00 to have a freezing room, until it warms up and this has happened at least 30 times last year, I’m getting fed up with your constant bad service.
Today, I received a further email from Guest Relations following a recent complaint. I asked to be referred to a Manager and even when the Manager responded the information quoted was factually incorrect! I feel that when you make a valid complaint they do not listen or care!
Premier Inn Bearsden Walking from car into the building outside is needing attention !!! Empty spirit bottles thrown out of windows onto the bushes below lots of other empty bottles glass and plastic lying about also general rubbish. The worst of which was used condoms on top of bushes obviously thrown out of windows. The grit bin was being used as a bin!!! The hotel inside was ok staff that we saw were polite. More attention needed to outside and making first impression better !!!!
Booked a 2 nights stay at The Hub Farringdon (Old Bailey) for the 28th of January.Prior to our stay had a query about breakfast,rang the main reservations team after a long period on hold they told me the hotel was closed was told they would refund my payment,and that was it, offered me no assistance.Contacted the Customer Relations team (sic) to complain that l could and would have turned up at the hotel on Wednesday and as a couple in our 70s found ourselves stranded in London they didn't think the company has any responsibility to assist us as long as we had the refund.Premier Inn Customer Service 0/10
Now...premier inn Hendon can't control its guests noise levels so I can't moan especially about the 20 strong Irish family that were screaming at each other at midnight. However, they are responsible for the fire/smoke alarms going off at 3am and not stopping despite it clearly being a fault. No accountability, no response from reception. Some French tourists eventually managed to get an answer that it was the smoke alarm going off but no fire was present,so that stopped guests evacuating....but it didn't stop the alarm unfortunately. Sometimes 30 seconds between blares, then maybe a minute, then 5 seconds. The least relaxing stay I've ever had, anywhere. Having to wait an hour for food the night before wasn't amazing either (apparently the chef was new). Don't stay here...its not worth the saving or the risk.
Our stay was for the most part great and the staff were too. However, The vegan sausages and bacon were just awful. The sausages were rubbery and tastless. The bacon was miniscule, rock hard and again tasteless. This is the second time I've tried these (also at Maidstone) and thought I'd give them another go in case they had changed supplier or brand. They are inedible and for this reason as a regular customer I shall eat breakfast elsewhere from now on. It's not about how they're cooked at all it's all about the quality of the sausages and bacon. Simply horrible.
Stayed at premier inn fir a funeral visit. It was Glasgow east. Check-in was fine and staff were nice but after a very long drive(3+hrs)I just wanted a bath There was no hot water, in fact it wasn’t even warm so couldn’t even have a wash.
Barnsley premier inn is in the centre of Barnsley and when we arrived with was greeted with a smile and very welcoming the staff tried there very hardest to look after us and the rooms was clean and spacious we all got a good night sleep and the dinner and breakfast was lovely, delicious and the food was hot and the staff went above and beyond to help us and they has a laugh and a chat with us they couldn't have done more we felt like we was at home ,I would definitely recommend this hotel and we will definitely be going back the 3rd time and the price of £45 a room and dinner ,breakfast for £26.99 was well worth it . See you again soon I take my hat of to the staff
Thank you,, 𝐉𝐮𝐬𝐭𝐢𝐜𝐞𝐟𝐢𝐞𝐥𝐝 for believing in my case when no one else would.
Stayed at the Premier Inn in Wigan Central As ever room good Bed great but the best was the breakfast & staff Breakfast cooked from order it was Hot & exceptionally tasty & the Chef & server couldn’t have been anymore helpful they are a credit to this PI Thank you room 101 X
DO NOT STAY AT EXETER ST DAVIDS PREMIER INN, BED BUGS I stayed here multiple times since october. After every time, i received bites all over my body. When I called the hotel they claimed they had no bed bugs. When i stayed this january, it happened again and i called again. i was told on the phone that they ‘are aware of the issue’, and have confirmed cases of bedbugs in the rooms on the first floor, which are being kept shut. I was told i could be compensated for my stays. My partner who i live with then also started getting bites at our home a few days after. I have subsequently had to pay over £200 to have my home treated, and sent premier inn the invoice, the inspection report, pictures of the bites and text evidence of me calling the hotel about the issue. They then denied any issue and refused to pay compensation. This is after I was told my staff at the desk they know that they have bed bugs and i was told i would be compensated. Do not stay here- horrendous customer service, evidently awful hygiene and cleaning practises and the place is absolutely riddled with bugs.
My husband booked Premier Inn York, Blossom Street North as a Christmas gift alongside a theatre package. We had an early check in and could not believe how cold the room was on arrival, it was warmer outside. We complained to reception who said it was due to them turning the heating down, and assured us they turned it up. We went out to the theatre and on returning the room was just as cold. The heater was not working and was actually blowing out cold air. We complained again and asked for a room change, but got told they did not have another available room, providing a small inefficient oil radiator instead. We had to sleep using our coats for extra warmth as it was so cold. They only provided us with 1 towel for the two of us, and when the water for the shower was run the stench from the drains was foul. To top it all off, the toilet flush was very temperamental, needing numerous attempts to finally get it to flush. What should have been a lovely weekend making memories turned into a weekend I won't forget in a hurry for all the wrong reasons. To put the cherry on the cake when we put our grievances to Premier Inn complaints department, they promptly accused us of lying saying no complaints had been logged, so therefore we didn't complain. So much for their guarantee of a good nights sleep as I can honestly say this was the worst on ever !!!!! I only gave this review 1 star in order to leave feedback, if I could I wouldn’t have rated it at all !!!!! +
Premier Inn South Mimms. Room was clean and comfortable, staff very friendly and food was of a good standard. Would happily, and will quite likely, stay here again.
Stayed at the Wellington Street Leeds Premier Inn and have to say it was a beautiful experience, my partner broke her hip and using wheelchair so lifts where a plus. Hotel is very, very clean and welcoming, love the reception layout especially the restaurant being built next door. All the staff where great, even short staffed the young lady looking after customers was great at breakfast and waz who booked us in is an amazing staff member who knows how to make you feel at home. Room we had was beautiful, very spacious and well laid out.. Beds so comfortable too.... Best sleep in ages.. I highly recommend this Premier Inn and will deffo stay there again. Love the fact the town center is only 15 min walk so lots of shops to visit.. We'll done premier Inn, was a superb stay, well above my expectations
Recent issue ( my fault) regarding a booking I made ( wrong dates) whikstcdealingvwith a very recent family bereavement. Initially response from call centre handler was disappointing to say the least, however follow up by P/I via Facebook was superb and very generous in the circumstances,very grateful.
We’ve stayed at premier inn, Poole north lots of times, over the years. Never had a problem until recently. We booked and paid for the meal deal in advance, having decided to upgrade, we owed £14.99 I went to the till and paid. On our way out, we were yelled at loudly about leaving without paying, we are OAPs and were mortified, especially in front of other diners! Sadly this was the second time, as it happened to us in November last year, same yelling at us, over a bill we’d already settled… I’m horrified that they think it’s acceptable to yell at customers in this way, especially having paid our bills both times. We would never leave a restaurant without paying. Sadly we won’t be returning again, after many many visits, the past two, have left us disappointed, mortified and embarrassed over something that was totally unnecessary, and unacceptable over bills that were already settled on both occasions.
Bideford premier do not answer the telephone, now tried for 3 days at various times. Central booking also tried without success. WHY DOES WHITBREAD/PREMIER NOT COMMENT ON TRUSTPILOT ARE ALL BAD COMMENTS JUSTIFIED.
Surprisingly good value and nice comfy bed!
I'll be honest, I've not used premier inn for sometime now, I've given hotels like Fullers, Youngs, & Green Kings Inns and numerous other independent pubs/hotels my business for way over a year now, and I've not had a bad experience with any of them!! I spend most of my week's away from home with work (not by choice). But today I thought I'd give premier inn one last chance. Booking at the premier inn Southend Airport, I booked a Double Room at lunch time (online via their website), which the confirmation came through via email within a few seconds ("1 Adult in a double room, 1 x breakfast"). Excellent! Only to find three hours later I get another confirmation email telling me I'd booked an "Accessible Room", I could go on all day about bugs, excrement on toilet roll dispensers, rooms stinking of smoke or bleach, mouldy bathroom silicone and so on.. (not limited to Accessible rooms you understand). Which is why I hadn't stayed at premier inn for so long, p.n this is a picture across the country, not just a particular premier inn. But do yourself a favour and give your business to an independent pub/hotel or brewery chain, you won't regret it. This latest booking was a CON. If there was only an Accessible Room available, I wouldn't have booked it due to previous bad experiences. Come on all you UK entrepreneurs, start up a chain of hotels and put Premier Inn in their place, out of business! They shouldn't be able to dominate the hotel market as they do, giving them your money will not change a thing. People need to vote on their feet, so just before you click that booking, think, there are better places to stay, doing a much better job, better beds, better food, better service and more attention to detail! Goodbye premier inn, don't bother replying. (I guess you won't anyway, I know your represented by automation) I will never return..
Premier Inn is a well-established hotel chain operating within the travel and tourism sector, offering a variety of accommodations designed to meet the needs of travelers across the UK and internationally. The company provides comfortable and affordable hotel rooms, catering to both leisure and business guests. With a commitment to quality service, Premier Inn ensures that its facilities include essential amenities such as free Wi-Fi, on-site dining options, and family-friendly accommodations. The target market for Premier Inn includes families, business professionals, and tourists seeking convenient and budget-friendly lodging options. By focusing on a wide range of locations, from city centers to airport accommodations, the company aims to provide a reliable resting place for diverse travel needs. Through its user-friendly website, www.premierinn.com, customers can easily browse available properties, check rates, and make reservations, enhancing the overall travel experience.
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