Premier Inn London Archway hotel — Hotel in London

I am writing to formally express my extreme disappointment and concern regarding a recent week-long stay at the Premier Inn London Archway from October 10 to October 17, 2025.

Our booking, which included another couple who also booked a room, was based on the Premier Inn's reputation for quality, which was absolutely not reflected in our experience.

The multitude of issues encountered, particularly the significant security concerns on our departure day, made this a profoundly unsatisfactory and, at times, unsafe stay.

Operational and Maintenance Failures

From the outset, we encountered several frustrating operational and maintenance failures:

Check-in Delays: Upon arrival, two out of the three self-service check-in kiosks were out of service. The one that became available was also non-functional, requiring assistance from a representative and significantly delaying the process.

Hallway Condition: We observed heavily discolored and stained carpet in the hallways, particularly near the separation walls, giving a very poor first impression.

Room Maintenance Issues: The bathroom shower faucet leaked severely, spraying water out onto the bathroom floor.

The air conditioning unit repeatedly turned off randomly, including during the middle of the night (e.g., around 4:00 AM). With the window unable to open, this lack of airflow made the room uncomfortably warm and severely disrupted our sleep.

Mid-week, we ran completely out of hand soap in the bathroom, indicating a lapse in the room servicing protocol.

Elevator Service: For the entire week, one of the two hotel elevators was out of service. As we were located on the 6th floor, this resulted in waits of nearly 10 minutes every morning just to descend for breakfast.

Exterior Construction: There was no advance warning regarding the significant construction out front of the hotel, which made access difficult and inconvenient.

Critical Security and Staff Response Failures

The most concerning issues related to safety and the complete lack of response from a staff member on our departure day:

Unsecured Premises: The hotel's security was wholly inadequate. While the elevators required card-scanning, we found that one could access any floor without scanning a room card whatsoever. This is a critical security failure.

Unsafe Departure Environment: On our check-out morning (approximately 3:00 AM), we encountered an unauthorized person sleeping in the ground-floor vending machine area, and a large group of people gathered near the dumpsters/wall outside the hotel entrance. This created an atmosphere that felt very unsafe to navigate.

Staff Indifference: We immediately alerted the Guest Services representative working the front desk that morning to the security issues. The staff member was completely unresponsive and unconcerned, failing to take any action to address the security threat or make guests feel safe.

Conclusion and Request

The overall experience for both my party and our friends was exceptionally poor, failing to meet even basic standards of maintenance, comfort, and, most importantly, security. The feeling of being completely unsafe on our last morning, compounded by the staff's inaction, is unacceptable and appalling.

Given the cumulative nature and severity of these issues—particularly the security breaches, maintenance failures, and staff's dismissive response—we feel that the value we...

2 nights £440 we did expect it to be so much better. On arrival we couldn't get from the car park into the hotel as a traffice cone was in place of the lift meaning we had to walk all the way round and up a single vehicle ramp with 2 suite cases. Then at the desk we tell the receptionist of the problem , her reply was oh really... not sure if she understood english to be honest. Anyway we just want our room as we done a 3 hour drive and was meeting my daughter soon, the receptionist tells me i needed to pay.i told her it was all payed on the 13 may, she looked on the computer and told us again no payment had been made.At this time im getting annoyed thinking ive be in some kind of scam. Some 10 minutes go by and im still being told i must pay and now my wife is saying i have made some mistake nowing full well i havent .so i go on line internet banking and bring up the payment have been made on the 13th. Receptionist then goes off for 5 minutes returning with a manager who went through another 5 minutes of faff and at last we can have our room and yes it had been payed. Go to our room which was nice and clean but the main table lamp light not working, not the end of the world so told the wife to get in the shower before me as we need to get a move on, "guess what " she said, there is no hot water ! . You cant be serious, but she was. I tell the maid innthe room few doors down and she called in to check and said i was right and that she would repot it. . Decided to give it half hour in hope it would change as we were pushed for time, so on our way out we went to the receptionist but this time the manager was on the desk, told her of the situation and she said with no hesitation we will have to move you . But everthing was unpacked and we were leaving to meet my daughter so would deal with it later on. This did put a damper on things one we met up at the restaurant and to be honest was thinking of moving to a different hotel....Anyway the next morning our room had hot water as it should have. The breakfast was good although it should have more that one staff doing everything and more than one coffee machine and cueing took way too long meaning food was getting cold and wouldnt think about getting a refill. We would personally never stay againg or recommend anyone do so neither which is a shame as im a big fan of...

Have stayed here a few times for business...

Great consistent Premier inneque rooms, professional customer service and excellent location for access to central London.

Breakfast is a good, with a very good variety of foods. Dinner on the other hand is very sub-par and I wouldn't eat at the restaurant again as there just isn't any quality in the vegetarian and fish options. I can't speak for any of the meat based dishes, as i've not had them.

Big shout out to Dipa who I think is one of the night Managers and is a very competent, polite and lovely to deal with person. She's one of the reasons I ask my company to book us this hotel as she's always a friendly face... that also includes one of the Male Managers who's name I always forget :)

From a constructive point of view I think Nora (one of the Managers) needs to be a little careful with her approach, as she can sometimes come across as abrupt and borderline rude, but I don't think she means to be. She's a very operational sort of person, but lacks that friendly and gentle approach one would expect from a Hotel Manager. For example I asked her to give our company a refund on our meal deals and she highlighted the in-competencies of another member of staff, which I don't think was appropriate in-front of guests.

The only other thing is that I asked a member of staff for an iron and ironing board, which i've had to request twice whilst i'm staying here and it keeps getting removed everytime room service is carried out.

I'm currently still at the hotel and asked a member of staff for an iron and ironing board, to which she said "10 minutes", Nora interceded the conversation and shouted out "1/2 an hour please"... i'm still waiting in my room, to iron my suit before I go to sleep, it's been almost 3 hours, even though i've been down and asked again.

So really the service seems to be inconsistent dependant on who's on shift, I can vouch for Dipa and she seems to be liked by many guests. So really some customer service training could quite possibly be required.

Overall though, a good hotel and...