Premier Inn Luton South (M1, J9) hotel — Hotel in Dacorum

Latest stay way below expectations Our latest stay here was in December 2024 and seemingly in tune with other recent feedback, this Premier Inn is not doing a good job in terms of service and maintenance. Condition of the room, attitude and the complete lack of helpfulness from reception and a sub-standard breakfast has unfortunately led us to complain about this visit. In context I have stayed in Premier Inn's several hundred times, and have had the odd below average stay but this is my FIRST complaint to Premier Inn. Room issues:- The room was way too small for family of 4 The heater was unsafe hanging off the wall The curtain was only partially attached to the rail and mostly dangling Complaint centres around the total unwillingness from reception to assist and actually blatantly lied to me. The hotel is on balance not as bad as it may sound, but this only goes to prove that a badly run hotel with terrible levels of service and customer care makes for a bad hotel experience.

PARKING FINES BEWARE We stayed here again in March and received a parking fine through the post despite providing our registration at reception. First I must point out I challenged the fine by providing the booking invoice and it has been cancelled, but the parking company has said next time it won't be. It appears that Premier Inn parking does not cover all the car park - the parking company was at pains to point out their signs clearly state Harvester on them.........BEWARE I DID NOT PARK IN THESE AREAS!! - I unknowingly drove into that area (activating ANPR) then drove back to park besides the Premier Inn.

PREVIOUS FEEDBACK This hotel was much better than was expecting considering price paid and location, compared to others. We were staying over for the Harry Potter studio tour which we drove to inside 20 minutes after checking out. Lots of parking spaces. Reception welcoming and painless. Room was clean and functional. Had hdmi wall socket so easy to plug our tech into the TV. The cooked breakfast is to order. We prefer this over the buffet as tends to be better and less chaotic, and it certainly was the case here - food and service was top TOP. We had a good nights sleep. There was alot of rooms having brand new mattresses delivered so looks like some reviews about bed comfort are being listened to! No complaints. All I would note is the family room was slightly on the small side compared to others stayed in at other Prem Inn's, and the bathroom's did not have extractor. Would definitely stay...

We arrived at Premier Inn Luton South at 11 PM after a long journey, hoping for a comfortable stay. Unfortunately, our experience was far from satisfactory.

Upon check-in, we were given our room keys and proceeded to our rooms. The hallways and stairs were visibly dirty, littered with chicken bones and cobwebs. The floor and carpet appeared as though they hadn't been cleaned in a very long time, creating an uninviting and unhygienic environment.

In the double room, the bathroom was extremely dirty with black mould around the shower cubicle. Checking into the family room was even more problematic. The key card was not activated, forcing us to return to reception. Once resolved, we discovered the room was infested with spiders in every corner, on the floor, in the wardrobes, the bed, and the bathroom. Despite removing at least 30 spiders ourselves, they continued to emerge. Additionally, the room had a bad sewage smell, the shower was covered in black mould, the shower curtain was grey instead of white, and the room was very dusty. This was particularly concerning as one of our family members suffers from severe asthma.

Our young child was terrified and very upset by the spiders, adding significantly to our distress. We returned to reception to request a room change but were informed that the hotel was fully booked and no cleaner was available. We were shown another family room, which was in an unfit state with a vile smell. The staff member acknowledged the room's condition and agreed it was unsuitable.

With no other option, we had to relocate to another hotel at 12:30 AM. Although the staff helped us find another Premier Inn with availability, it was highly inconvenient to travel late at night. We were offered free breakfast as compensation, but this did little to alleviate the stress and frustration we experienced.

We will not be returning to Premier Inn Luton South after such a traumatic experience. The condition of the rooms and the lack of cleanliness and basic hygiene were unacceptable. We hope this review helps others make an...

We checked in between 9pm to 10pm on 30th Dec after a long 5 hour drive only to find that we were not given a proper family room.

Our main complaints are:

Only 1 bed was set for 3 people. We spoke with Jonadab at Reception who told us we had to make our own 2nd bed. We were not happy with this and asked for a proper family room that was set up for 2 adults and 1 child. He told us this was not possible as all family rooms were fully booked.

I said to him, it is not right that we should have to set up our own bed when we booked a family room. I told him, we have a 10 year old daughter who is desperate to sleep and his response was "there is nothing I can do, this is a house keeping error, extra blankets are under the bed". It was clear Jonadab did not care.

We then returned to our room to set up our child's bed, only to find there was no covers for the blanket. I returned to Jonadab at reception, I asked for a different room a second time, which he refused. He handed a blanket cover but made no attempt to investigate our room or help.

Jonadab repeatedly did not care. He told us to return in the morning to complain to a different member of staff.

Then about half later, we went to have a shower only to find 1 towel for 3 people. We returned to Jonadab at reception where he handed us only "one towel". We had to ask him for a second towel to which he sarcastically replied we can have as many towels as we like.

On checking out at 3.30am, we then spoke to a different member of staff at Reception to voice our complaint which was less than 6 hours since we checked in. She informed us there was 9 other family rooms currently avaliable. She was shocked that Jonadab made no effort to set up our extra bed or made no offer to provide an adequate room for 3 people. She explained that had she been on duty, she would have apologised, changed rooms or offered to set up our bed within 5 minutes.

We are still waiting for a refund! We've sent two emails direct to the hotel but...