March 2024 by Isabelle Robinson
The worst hotel I have ever stayed in in my entire life.First of all, I received an email at 7:15am the morning of my stay with a booking confirmation for an amendment to the room which I had not made, for more money than I had paid. I called the reservation team who told me it was an error and I wouldn't need to pay. Great! When I then arrived, the hotel staff told me they would not give me the room key until I paid another £60. When I explained the conversation I had had, they said they couldn't give me the key until I paid. This was around 11:30 at night, my friends and I had been travelling all day, and the friend staying in that room was a woman on her own. We were forced to pay on the promise of a refund.That night at around 5am, someone banged on my friend's door so loud she thought there had been an emergency, for over an hour. This made her feel extremely unsafe, however we were told this isn't part of their good night guarantee so they couldn't do anything. How can a woman feel safe travelling alone when there is a possibility that someone will attempt to enter their room at night?The rooms were also filthy with stains on the floor, used tissue in the toilet, and hair in the shower.
March 2024 by Christine Costello
One of my worst hotel experiences. Received an email on the day of check in to say the hotel had amended our booking and we now owed a further £61 on top of the full fee we already paid. Rang central services and they assured us it was a system error and we wouldn't have to pay it.When we arrived at the hotel at midnight, our room was held ransom. The staff refused to give us the room until we paid the outstanding fee even after admitting it's a fault with their system.On top of this ordeal, the rooms were filthy (hair in the shower, broken glass in the hallway, used tissues in the toilet) and I was woken up at 5am by someone pounding on my door for 20 minutes. The vending machines were broken and the bar was closed. They told us we could buy a drink if we waited 20 minutes for them to switch the till on after a half hour of trying to check in.It seems the staff, who were for the most part pleasant, were victims of a faulty booking system and admitted we weren't the first people to be charged on arrival for no reason. Why haven't Premier Inn resolved this glitch?Rooms: UncleanSafety: Unsafe for solo travellers. Had someone banging on my door in the middle of the nightWalkability: Very close to stationFood & drinks: Vending machine broken, bar barely functional, breakfast is decent
March 2024 by joshua coull
Its a handy spot as I work in Woking but even with this in mind i now choose to stay elsewhere. The rooms are adequate but often missing things like an ironing board or iron which is key on business travel and i usually have to request for the seemingly only iron in the building to be brought up. The check in desk is always a delay as the self serve computers dont qorm for business bookings and the staff at the laptop oftne struggle to process the prepaid trips also causing large queues. They are often not the warmest of staff.
March 2024 by Judge Dredd
Worst hotel I've ever stayed in.Then they overcharged me by £70 for no reason.I was told to call their central reservations number and obviously they don't respond.That's essentially theft.
February 2024 by Jonathan Gillespie
4 parking spaces is a joke...
February 2024 by Roelof Kleinsmiede
Dining room closed for ages but didn't tell me when I booked, still charged me for breakfasts and then double charged for the room, promised to sort out but didn't. Room looking really tired. Won't be returning.
January 2024 by Helen R
The good night guarantee is a con. I stayed for three nights, the first night I was given an adjoining room with such bad soundproofing I could hear the adjacent occupant sneezing, coughing and blowing his nose all night. In addition the bathroom had silverfish bugs crawling all over the floor. I reported my complaint via their contact form on their website as there are no phones in the rooms and no details of contact numbers or their good night guarantee in the room. I received an acknowledgment email at the time to confirm I had made contact. I immediately reported the issues to reception also the next morning and they said it would be covered by the good night guarantee upon checkout and moved me to another room for the remaining nights. The new room had patches on the wall, peeling paint on the ceiling and cracked silicone around the toilet. Upon checkout reception again confirmed I could claim under the good night guarantee and gave me a card and wrote the contact number for their head office team on the card. I rang the number within 20 minutes of leaving the hotel. The woman on the phone (Kerry) told me because I had not reported on the night in person at reception I was not eligible for the good night guarantee despite being told by their staff I was. She told me I could not speak to a manager, that my contact via their contact form online did not count as reporting it and she was sorry that the reception staff had incorrectly informed me that I was eligible. She advised my only option now was to take them to small claims court.Do not be fooled by their good night guarantee. It seems the only guarantee is that you will be expected to get up at 2am in your pyjamas and head down four flights to try and locate someone on reception to move rooms that night before being eligible and that you will be lied to by their staff.FYI this hotel has no parking and the parking information on their website is incorrect. The car park they direct you to is £15 for a night, not £1.79 as they state.Absolutely disgusted.Rooms: Dated, dirty, poor state of repair, noisy.Nearby activities: Extortionate parking, building sites and busy roads.Noteworthy details: Wildlife in the bathrooms, silverfish crawling across the floors.
January 2024 by Jonathan Bartlett
Worn out hotel.Some of staff good though electronic check in was
January 2024 by Riain Magoo
Main female manager on the day was dismissive and rude to an issue. Breakfast was great though, so not all
January 2024 by David Smith
Parking for vans is terrible until after 6pm.The room was ok, and the pillow was uncomfortable. Don't order the chicken katsu curry unless you like chicken goujons. Poor selection of lagers, they had none. If you're in a hurry to have breakfast and leave first thing, don't expect to have hot food.Nearby activities: Bowling and laser tag was around the corner
December 2023 by Peter Trinder
Hotel overbooks accessible room to ensure maximum bookings over customer needs.Booked my aunt into an accessible room for Christmas with a breakfast included. Upon arrival no accessible room was available and therefore my aunt was unable to bathe at the hotel for the entirety of her stay. Also due to maintenance the kitchen was not working and no breakfast available. For a diabetic person over Christmas when no shops are open, this was appalling. With no fridge in the room, anything we were able to bring from our house for her was not able to be kept.Having already failed on two of the main criteria of selection, and already feeling cheated, once in the room the TV didn't immediately work and we needed to call down to reception to rectify.On Christmas day when we came back in the evening the hotel rooms were without any power for an hour meaning that my aunt had to sit in the darkness awaiting for the electrician to fix the electrics on the entire building.Appalling display of a hotel and had the hotel been upfront about lack of accessible rooms and no food, we would have been in a position to book elsewhere and have a much better Christmas.Safety: They didn't have an accessible room available despite it being on the booking. This was unsafe.Walkability: Close to townFood & drinks: Kitchen didn't work!
December 2023 by sanjay Reddy
Lady on front desk when we were checking in on 13/12/23 looked a little bored. We came back down later that evening and noticed the same lady sat on her phone in the restuarant area and we were having to shout across to her. Not really good customer exp, someone should be sat at front desk at all times.Staff friendly and rooms decent but USB socket was faulty. Should look to do no smoking sign at front of hotel as smell not good on arrival/in lift.Nice location close to train station and shopping is 2 mins away.
December 2023 by Stuart Mcmillan
Very disappointed ? room was not made up ,carpet is warn ? and the basin plug would not swivel to let the dirty water out. I have loved Premier for years BUT Now.
December 2023 by Liz Cameron
Went here last night for dinner with intention of booking meal deal . On arrival the restaurant was empty .the kitchen counter was dull and empty . We were given menus and told of everything that wasn't available. Pizza .fish. curry . And a few more items . So we ordered steak and ale pie x 3 . Two kids meals off kids menu . We ordered soft drinks and got handed bottles .we had to ask for glasses . Had to ask again for kids drinks . FOOD ..kids wanted steak medium but came after 40 mins well done ! Steak and ale pie came out 1st .looked like pukka pies . . They had obviously been microwaved .we couldn't eat them.. we then asked for sticky toffee pudding which was frozen inside .custard was like blamaunge. Hubby got apple pie but was like mash potatoe .obviously microwave again . Kids asked for ice cream but came covered in chocolate sauce they don't like . We were just going to pay and leave until a woman who had came in and ordered started to complain too . Her chicken was grey and got told yes it's because its an old peice of chicken ? she refused to pay and left .the manager came to us and said do you not want to pay either I said not particularly as nothing resembles fresh cooked food as your menu suggests and she agreed with me about everything heated in microwave. She apologised and we left . The food reflects on the empty table situation. Just glad we were staying in another Premier inn, where the beefeater restaurant was being renovated and that's the reason we went to this place . 1 hour 30 mins wasted . CHEF SO SLOW .Food & drinks: The worst ever
December 2023 by Julie Molloy
Check in was painfully slow although only 1 person in front of us. Self check in was out of order. Breakfast - paid for cooked but after waiting and rechecking still no eggs or bacon , cereal bowls , coffee cups teaspoons and butter. Both vending machines broken as you walk in.The impression is a poorly managed Premier Inn, short of staff/disinterested.definately not our usual experience of Premier Inns..
