hub by Premier Inn London Tower Bridge hotel — Hotel in London

My partner and I have stayed at the Premier Inn several times before without issue, appreciating their commitment to accessibility and comfort. However, our most recent stay (Booking Reference MAB131187, 26/05/2023-29/05/2023) was far from our previous experiences and left us feeling unwell and disappointed.

Upon arrival, we found our room to be inadequately prepared. The bed was not made, there was only one pillow and one towel provided, and the room was not up to the cleanliness standards we've come to expect.

One of the major issues we faced was with the air conditioning, which was not working during a particularly hot London summer. The room became unbearably hot and, without the ability to open a window, we were left in a sweltering environment for the entirety of our stay.

Additionally, the advertised amenities were non-functional. The TV channels did not work, the main shower head was inoperable, and the water pressure was woefully inadequate. This, in an accessible room specifically designed to provide comfort and ease for disabled guests, is absolutely unacceptable.

Despite our attempts to resolve these issues with the hotel staff, our calls went unanswered. We eventually received additional pillows and towels, but the main issues remained unaddressed. We even contacted Premier Inn on Twitter and via email

Given that our stay cost nearly £500, the level of service and comfort provided was completely unsatisfactory. More importantly, the conditions of the accessible room were below par, which is particularly concerning. Disabled guests, like all guests, deserve the highest standard of accommodation. The hotel apparently prides itself on being accessible and disabled friendly. I do no agree with this. I expect better

Upon returning home, both of us have been feeling unwell, likely due to the poor conditions during our stay. We sincerely hope that Premier Inn takes this review seriously and rectifies these issues promptly.

In light of these circumstances, we believe that a full refund is a reasonable request (Case Reference WHB-1805080-C4G3). We urge Premier Inn to take the necessary steps to ensure future guests do not face similar problems. We reserve the right to Section 75 this stay on our credit...

Stayed for just under a week in August and the place was perfectly situated for attractions in and around the City of London. Great location for the Tube too, with Tower Hill the closest and well connected, Monument a little further away with loads of lines.

The place seems like an experiment of modern styling and technology and I guess it mostly works. Wifi and connectivity to the TV for casting was pretty consistent, and being able to control lights and ventilation from the bed was really convenient.

It would’ve been better if the air con stayed on while you were out, at least on auto as the room can get stuffy with no opening window. Some rooms apparently have no window at all so it’s worth checking with reception if you need daylight.

Room size was actually good as the storage was under the bed (for cases) and hanging space behind the full length mirror. Better for singles in the double room, because the bed is against the wall. Don’t want to be forced to get out of the wrong sided of the bed ;)

The weak point in design was the bathroom. Size was fine but ergonomically the location of loo roll and hand soap relative to toilet and sink respectively means it helps to have extraordinarily long arms. Slight exaggeration but it’s a bit of a stretch and seems strange to have soap so far from sink.

Included a decent hairdryer fitted to the wall but the stretch on the cord seemed to have resulted in a loose connection. Also some issues at the time with one of the lifts but they were responding quickly to problems raised.

Breakfast good value - remember to ask for everything you want from the menu. Not clear that you can have coffee AND orange juice for example. Free tea and instant coffee available throughout your stay in the restaurant bar.

High point was the staff. Great team, enthusiastic and polite but also responsive and proactive. 24/7 startingg but also looks possible to check in by QR code and auto check in point.

Right by Tower of London and Tower Bridge - the awesome one lots of folk seem to think is...

The customer service for this hotel is terrible, and I would not recommend staying here. We had a terrible experience with hub by Premier Inn Tower Bridge Hotel, and I have been emailing the hotel for five weeks without a response. I would have expected a reply from them at this point.

On a day in September at 11:30 AM, my family arrived at the London Tower Bridge, but we were told it was too early to check-in to our room. The personnel manning the front desk said she could put our bags in the bag check room, so we left our bags with her. We returned at about 7:30 PM to check in, where the personnel at the front desk told us that we could not check in because we were a husband and a wife with a small child, and that three people were not permitted in the room. She told us she would refund us our money and book us into London City (Tower Hill) She canceled our booking for two nights. We wished that we had been informed of this when we initially tried to check in earlier that morning; however, the hotel staff did not mention it.

We walked over to the London City (Tower Hill), but were told we were not checked in by the personnel at the London Tower Bridge hub. So, we proceeded to check ourselves in and pay for our room for the next two nights. However, now that it is three months later, I have yet to receive my promised refund from hub London Tower Bridge. Also, I have emailed the hotel three times in the past five weeks and I have yet to receive a response. When I emailed hub by Premier I was told I had to deal directly with the hotel, but they will not respond to my contact attempts. Please do not stay at this hotel as their customer service is dreadful. We have not received our...