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.
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!
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
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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.
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 !!!!! +
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.
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..
Disgusting customer service from Robert in Guest Relations. So deflective and rude. Will never book to stay in a Premier Inn again, if he is supposed to be a good reflection of the company and what Premier Inn stands for. I would rethink your customer-facing employees and their approach, if you don’t want to lose future custom.
wanted to book for 20th they booked the 19th tried to change it could only speak to a robot. After trying several times I spoke to a girl from abroad and could not understand her especially when she asked for my card number again. Cancer treatment will have to wait. I cannot afford to pay for another hotel
My sister booked a room last night for £72 & went to book mine literally 4 minutes later & the price had increased by £21!!! I phoned the booking team today to be told there’s nothing they can do about it as it’s simply supply & demand. Absolutely disgusting money grabbing. Terrible customer service & disgusting business behaviour.
Odd mixup last weekend. Went to go stay in London for a business/short break and the hotel delayed the booking for the evening so I had to haul all my luggage around London for 6 hours. Not ideal. 1 for me as this is easily preventable.
Stayed at premier inn at Leeds Bradford airport Sunday 18th January. Arrived at 7.30pm to be told straight away the restaurant was closed but the bar was open. Went to our room that was like a fridge . Had to go to reception to ask for the heating to be turned on as there was a fault on the panel. The bed was not even a double 😡we ended having to go out for food as plan was to eat in restaurant why offer a meal deal for £26.99 but not be able to use it?? Would I stay again definitely not sort your issues out Premier inn 😡😡😡
We stayed at this hotel from Thursday to Sunday. Unfortunately, upon arrival we immediately noticed serious cleanliness issues. In the bathroom, there were T-shirts hanging on the door that appeared to be smeared with feces, and there were fingerprints and stains throughout the room. Overall, the room felt poorly cleaned and unhygienic. As we spent more time in the room, we discovered further disturbing details. Under the bed, the bed frame had visible semen stains, which was extremely shocking and unacceptable. In addition, the towels were dirty and had visible blood stains on them. We requested fresh towels, but even the replacements were not properly clean and again had stains. This made the overall hygiene situation feel even worse. After we raised these issues, the hotel offered us a free breakfast the next day, which was a kind gesture. The staff were generally friendly and polite, and their attitude was appreciated. However, when we later booked and paid for a second breakfast, we were repeatedly asked three to four times whether we had actually paid for it, which felt uncomfortable and unnecessary. The room itself was extremely dark and gloomy. There was no natural daylight, the carpet was very dark, and the overall atmosphere felt bleak and almost depressing. On top of that, the ventilation system was so loud at night that it was impossible to sleep properly. My girlfriend was pregnant at the time, and the combination of the constant noise, lack of sleep, and the very unhygienic conditions made her feel extremely uncomfortable and unwell. Because of this, we decided to check out early on Saturday and book another hotel. Overall, this was a very disappointing and stressful hotel stay, and unfortunately not an experience we would recommend.
We stayed in the Premier Inn in Hastings overnight on the 27th December as we were visiting family. We had booked early check in which cost an extra £15 on top of the room cost. Early check in is advertised as being from 11am. We arrived just after this time to be greeted with “you can’t have your early check in as the room is still occupied “. When I queried how can they advertise early check in and late check out (12pm) they replied “ well I can’t just chuck them out!” The receptionist then said she would refund the £15 in fact she said that twice because she repeated it when we eventually got the key card. As you have probably guessed from this post that refund is still outstanding. Complete lies from Premier Inn.
Stayed in Edinburgh - York place. Absolutely filthy.Room was very basic,there was more dust than furniture. Room was absolutely filthy,headboard, sidetable, skirting, desk,bin,everything that was static was dust ridden.A previous customer underwear item down back of bed.Peeling furniture. Bathroom was a disgrace,blood on wall,mould,stained shower curtain,black mould around pump of soap.1 towel for 2 people.We had a power cut, no phone in room to make an enquiry,eventually came back on.when mentioned next day,when I eventually managed to find someone,was addressed with "dont know" maybe card not in.We were in bed watching a film.No investigation or check on the room.Breakfast cold,overcooked,my cup was cracked to the point of the tea was seeping out.on the whole the place is a disgrace,shame because I have stayed in some nice premier inns,but not anymore.Guest relations are a joke.
I had a night booked at Premier Inn Ealing, I arrived around 11:30pm. The receptionist found my booking, asked for payment even though I'd pre-paid. Eventually she found the payment and confirmed that I had paid. She then went to get the Manager, 10 minutes or so passed while they looked at the computer, eventually they said that they were not going to check me in because the computer wasn't giving an option for payment (even though acknowledge I'd paid). I asked again about whether they would check me in and they said no. So I was on the streets of London for the night as far as they were concerned and they really didn't care at all. I eventually managed to contact a friends to sleep at on the other side of London. I was luck, most people will not have this option. So if you don't fancy sleeping rough in London - and if in doubt trust me you don't - avoid Premier Inn. Premier Inn ignored my complaint, I had to go via an intermediary and eventually got a refund informing me that I should have incurred a penalty but this time I was fortunate!!! No apology, no refund for the Uber to other side of London, no compensation for the stress and ruined trip. I have complained about this last response, nothing. A truly in incompetent, irresponsible and negligent company. Please use there competitors, the sooner this company goes out of business the better!
Harrogate South.. what can I say.. the smell of mold has always been here , but this trip, I found out why. After I tweaked my back at work, I decided a nice hot bath was in order, filled the tub,got in, laid back, and looked at the tap in horror. The entire underside and the line that comes from the bottom of tap to the shower was Coated in black mold. It was Vile! I jumped right out, and luckily had a small container of sodium hyper chloride, I soaked the entire underside then cleaned off. Wasn't perfect but cleaner than it's ever been apparently. The shower curtain wasn't helping with the smell either, but that's not my problem. This hotel has always smelt moldy in the 4 years I've come here for area work. The management needs to have the cleaners pay attention because this problem was pretty obvious. There doesn't seem to be a place at add pics here, because believe me, I took plenty.
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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