Premier Inn Reviews 

DO NOT TRUST THE CUSTOMER SERVICE REPRESENTATIVES.

Money taken from my account which I have reported to my bank as fraud and had to cancel card.
Appalling communication, lack of communication with their own colleagues and condescending response.

Monday 24th August (2026) 28 minutes 9 seconds at 16.11. Representative 'Joe.' Assured me he had details and amount, that it would be refunded and no further requests for the money would be made. He could see the service had not been used as was in their terms a 'no show'. He would send me a case number . He did NOT send case number. He did NOT refund the money.

Wednesday 26th August. Callback from 'Dave' as long wait identified when I called at 10 21.
44 minutes 3 seconds. Re-explained all . Identified at beginning the matter would be resolved TODAY by the end of call and a refund organised. Seemed to find NO RECORD of my call on Monday with 'Joe'.
Despite the information I gave him that JOE had told me he changed his mind and said would have to wait until my bank investigated even though on HIS system he could see the money had been taken from my account by Premier Inn. I have told him I will initiate a charge back and am very frustrated and reassurances reneged on twice now by Premier Inn. He was also as was Joe able to see THE SERVICE IDENTIFIED HAD NOT BEEN USED.

I have used Premier Inn for many years and across the country. The one time it has been necessary to dispute the taking of money, their Customer Services have been hopeless.
I will not use them again and will pursue the chargeback currently in progress. They don't seem to have any idea how to respond to Customers.

Premier Inn Porthmadog. No competition for miles around, this PI like others mentioned in these reviews is overpriced, because it can charge due to full occupancy. Poor room cleaning, too many faults with the room, inc air con which was reported and fixed. In a near empty restaurant the manager refused to accept an elderly lady's pre paid meal because she hadn't reserved a time slot at 6.30pm. The staff seemed to delight when offering her 8.30pm, and said go to Spooners. Bad attitude.

A complete joke. Totally frustrating trying to book, tgen they take your money but confirm nothing. 4 times now trying to get a booking reference number that they say they can't find. And the understanding of English language is quite diminished, with constant can you repeat that!
Company has gone to the dogs, used to be goid but if you can't get booked I dread to think what rooms etc are going to be like. If it wasn't so conveniently placed then would definitely go elsewhere.

I have used Premier Inn for decades but due to dramatically reduced customer service and high prices, I now prefer to other hotel groups if available.

However given no other nearby major hotels, on booking a room at Premier Inn Liskeard where I have enjoyed staying in the past, I have discovered there is no food available on site including breakfast. The hotel reception does not answer my phone calls and after a long wait on the phone, I finally got through to what is seemingly the only human agent in a national customer support centre.

As an elderly lady with restricted mobility, the advice was that I could walk to Costa Coffee on a dark winter’s morning which is uphill about a quarter of a mile away from the hotel.

Using a taxi to get to the hotel, I am not prepared to pay for one to and fro to use Costa Coffee. The room cost at this hotel has increased substantially and there is no reduction for no on site eating facilities. Can Premier Inn get any worse? I will not use this hotel in future as after more detailed research, I have discovered a highly star rated local small hotel which does bed and breakfast for two thirds of the cost of room at the unwelcoming Premier Inn.

I had had a really nice stay in Romford until the last morning. Room clean and breakfasts very nice next door.
I prepaid for all breakfasts. They made a mistake with the day of the breakfast I wanted to cancel which I did on arrival On my last morning there was enormous hassle getting my apparent non booking for the last morninh sorted. I got upset as I was hungry and breakfast time was coming towards the end. I was interrogated several times about which breakfast had been cancelled and made to feel like I was trying to get one for nothing.
Their system should have shown this or the restaurant could have shown the day I did not go for it. Their mistake but no apology. I will not prebook breakfasts again. It is just not worth risking it. All the Reception staff and cleaning team were all so nice. It was a shame to ruin my impression on the last morning.

We stayed at Premier Inn Chesterfield North and in no way would i recommend it. The room we were given was very dated, no air con, extremely creaky floor boards. A sign on the wall said 'for fresh air please open the window' but the room was next to a 24hr active train line, there was a fan in the room that either went fast or slow nothing consistant. The food was either undercooked or well done and the staff reminded us on numerous occasions that we had a meal deal - it was nobody elses business but they made us feel embarrassed. It is not a place i would go to again.

Stayed on 29/8 at Cockermouth absolutely dreadful experience receptionist non existent when we had issues she was on her own and I assume busy to deal with everybody tried again in morning still couldn’t get someone.

We did however let the bar lady know when she eventually came out of the dark bar at around 7.15pm how disappointed we were that we were a party of 13 and there was no facility for us to have a drink we were aware of restaurant closed but not bar area.

Our room was damp as was other rooms from same travelling group now yous are deciding who gets refunded and who doesn’t we ALL had the same poor experience and should ALL get refunded you can’t pick and chose which ones please relook at this our booking reference is BGZ7131592

Insects in the room, filthy public areas – left after one night

We booked a two-night stay at Premier Inn Newquay Seafront from 26 August 2026, but left after the first night because of the condition of the hotel and room.

We arrived at around 10pm and went straight to bed. The bed was very old and extremely creaky, and we had a very poor night’s sleep because of the noise whenever we moved.

The following morning we had concerns about the cleanliness and did not use the shower. After returning from appointments at around 1:30pm, we saw the condition of the public areas and lift more clearly. They were visibly very dirty. There were also greasy handprints on the wall in our room.

We then noticed insects in the room. I killed two and subsequently saw another insect on the bed, which I filmed.

We decided we could not stay for the second night. At around 2pm, before leaving to catch our train, I reported the issues to the Duty Manager and showed him the video of the insect. He took a photograph of it from my phone and gave me the number for Customer Relations.

I contacted Customer Relations immediately and provided photographs and videos of the issues. I have since followed up several times and requested a full refund for the two-night booking.

Today, 1 September, I was told by Customer Relations during a lengthy telephone conversation that I would definitely receive a resolution today. When I had still heard nothing by 5pm, I called again and asked to speak to a manager. I was told there was no manager available and no information could be provided regarding my refund.

This review is simply an accurate account of our experience. It was extremely disappointing and, in our view, fell well below the standard we expected from Premier Inn.

Try to use the shower at night it flooded due to drain being blocked by hair restaurant was closed even though we'd booked to meal and dirty under bed sheets tried to complain but was told we would need to inform them of these issues when they happened unfortunately it was really late at night and im disabled so couldn't get to reception that late definitely won't be using this hotel again

Nearly all of the menu is not available,meal deal is an expensive joke.
I am sure rooms are not as clean as the used to be.

I am really shocked at the demise of premier inn , what once was a great hotel chain is now a dump and open to scammers. Beware premier inn do not answer on X but a fake Nigerian / Kenyan company do instead and try to scam you by telling you to download a LemFi app. Premier in will not talk to you on whats app , ignore your emails and have no customer service whatsoever. I have deleted my account and wil no longer use them

The room presented had not been cleaned to an expected standard.When we presented this to the reception they blamed the robot.All I requested was a clean room,I was not interested in who’s fault it was .It took a bit of time before the staff realised this,Instead they were very aggressive.The room was eventually changed.This was not a great start to the long weekend in Blackpool.We also complained via email after a 2 week wait I then phoned as no reply came back from guest relations.The call to guest relations was unproductive.Think twice before staying at the premier inn north pier Blackpool.

Staying at premier inn in London. Horrible dirty room carpets not hovered stains on pillow cases horrible white stains on curtains. Was going to complain but took 3 hours to get a replacement tv remote. Was accused of not paying for room in front of other guests when I was at the front desk saying I needed to pay. Bed uncomfortable the room was way to hot no air conditioning. Went for breakfast asked for room number was shouted out you have no paid my reply no I want to pay now as I didn’t know you had to pre book. The staff are so rude. Worst place I’ve ever stayed I will be demanding a refund. Stay away book somewhere else.

If i could give this company 0 stars I would. Payed 698 euros for one night (2 rooms) in Dublin. Was charged 30 euros for early check in (checked in 30 minutes early) even though the room was ready was still charged. So basically you have the room from 3pm on day of arrival and you have to be out for 12.00 the next day. So less than 24 hours. The room smelt but there were no staff on to complained. What a joke premier inn is. They advertise good nights sleep guaranteed. I don’t think so. Rang customer service they didn’t want to know. Waste of time.

Premier Inn - North Street, Brighton.
I would have thought this would be a flagship hotel for them, alongside central London and other popular city key locations.
The hotel was very tired and poorly maintained. Lift buttons sellotaped in place, windows fitted badly and let air in (room and restaurant). General decor, apart from the obligatory rainbows, looked about 30 years old. Restaurant table were sticky from lack of varnish or any attention (clean but tatty).

Room was okay, paint was lifting on the skirting boards, bath panel had delaminated and none of the plugs had USB/C ports for charging your phones. Carpets generally very tired throughout the whole hotel.

Plus side, the staff were very friendly and it is conveniently located, which works both ways (We arrived at 11.15pm on a Friday and didn't feel safe).

Finally, I can hear people saying "it's a budget hotel what do you expect?". Agree, except we booked 8 months in advance, it cost us about £550 for three nights and that isn't budget to me.

This hotel need maintenance and money spent on it. Keep in mind that this will be the first impression for anyone new to the Premier Inn experience.

We stayed at Durham Walkergate hotel on the 31st of August, room itself was lovely, spacious, clean and tidy. We did pay extra for the air conditioned room and mini fridge so we were expecting a decent room. BEWARE of the ‘free breakfast offer’ as it’s a scam. I have never been so embarrassed in a long time. I received an email from Premier Inn saying book before the 7th of September and receive a free breakfast. I was told on arrival that I hadn’t paid for breakfast. I never normally use Premier inns and normally use other reasonably priced hotels (without mentioning any names)

I will not be using Premier inn again, simply because of the embarrassment and humiliation caused

We had an unpleasant stay at Premier Inn Newcastle City Centre, The Gate. We paid an expensive price of USD240 per night per room without breakfast but the service was worse than a 2 star Hotel. They didn't clean the room unless you request and left the clean towel and glasses on the floor for customers to pick up in the evening when returning. I complained but received no response from the hotel. The receptionist just went up to take back the towel on the floor without saying sorry and she still wanted me to use those towels laid on the floor. This was completely unacceptable and I doubt their hygiene standards.

We stayed in the Hurricane Premier inn in Stafford North, on the 13th Aug.
This was the hottest day of the year 37.5 degs.
The room was 33.5 degs.
There is no air conditioning in this hotel, we only had a fan. This, we should have checked.
The staff were great, very helpful, especially the wonderful lady in the restaurant. But calling the head office to discuss our Good night guarantee, they said there was nothing they can do and we don't qualify for the refund.
I did point out at 2.30am I went to sleep in the car (24 degs) room was 31 degs.
So I would advise, the GOOD NIGHT GAURENTEE is just a gimmick and I would hate to think what they do consider a bad night.

I arrived late and very tiried I had emergency with my mum to deal with who lives nearby Boston
Premier inn so I had a long day before arrived . We were greeted by a nice young lady called lizzie . We took our room key and went to our room . When we opened the door couldn’t believe it was filthy !! Dust not hoovered hairs in the toilet bathroom yuk ! And the bed liner dirty smelly and urine stained pillows I went and complained . Lizzie apologised and offered to clean the room I just felt so put off I said no I want a different room . So off we went to another room which was also dirty and bed linen stained was truly awful the corridors hadn’t been hoovered filthy carpets disgraceful . Third room upstairs older type room cleaner felt cleaner apart from the sofa bed needed a good hoover which Lizzie cleaned and checked round and the rest was acceptable. I was so exhausted by this point I thought to myself dare I take the sheet covers off and check under but I didn’t as what I had found in the other rooms would have traumitised me as I like clean !!! . Then as they had flood no breakfast but offered toast cereal very little at breakfast stale tasting bread left it just had bowl Rice Krispies at least the milk was fresh !!! . The restaurant was very dirty in places needs a complete deep clean . No marmalade !! All in all apart from the nice lady at reception Lizzie who realy went out of her way to try sort the rooms and the issues . It was the worst stay ever and I don’t feel I will ever want to go back with those horrific standards I feel enviromental health needs to go in !!! So much for advertising a good nights sleep !! Clean room what a joke Hygiene zero !!! In the other two rooms not acceptable .

A Big THANK YOU to the team at Premier Inn Hinckley for making our stay so enjoyable for the third successive year.
The Hotel is strategically located off the A5 / M69 with both the M1 and M6 within easy reach.
Town centre and local takeaways were also close by.
Also a canal running alongside the (Brewers Fayre) restaurant.
We had a well kept and comfortable room.
Breakfasts were good
The staff team looked after us throughout, and they were happy and cheerful - a pleasure to see them again.
So our thanks go to Claire, Karen, Ian, Kiera, Amelia, Elliott (Manager), Charlotte and Julie - you've all been great and all your efforts are appreciated.
Looking forward to seeing you again.
Thanks everyone.
DJ