Premier Inn London Brentford hotel — Hotel in London

Unfortunately not the service I expected to receive for Premier Inn. It’s always been great up until my stay at Brentford.

Wouldn’t bother making a complaint either around how rude staff are as they don’t seem to care unless it falls under a specific criteria for Good Night Sleep Guaranteed.

When we arrived at 00:30, we were met with Kudrad at reception. We couldn’t use self check in due to them not working but also because we wanted to pay with the prepaid and loaded card.

Kudrad was clearly struggling with processing it and kept going on about how the software and changed and wouldn’t work and then disappearing out in the office moaning because I wouldn’t pay again on a different card.

This back and forth went on until 02:00, with Kudrad getting more and more frustrated because we wouldn’t ‘just pay again’ which I wasn’t willing to do. He ended up shouting at us, talking over us and moaning about the fact we wouldn’t pay twice quite aggressively.

I think this is absolutely ridiculous that it was even asked for me to pay twice due to the fact he couldn’t work the system, nevermind the fact we are then shouted at for not doing it, or the fact we had to wait 1.5 hours just to get in to the room.

I provided evidence that the card had been topped up, activated and was ready for use on arrival but he just kept accusing us of not having any money on it.

It eventually took another colleague to come over and calm Kudrad down and apologise to us for the whole situation and recognise the fact that the issue was not our fault - but that of the system.

We have used Premier Inn a lot over the years and have never had an experience like this - but this has put me off coming back now if this is how I am going to get treated.

Needless to say we were knackered the next morning on our drive back due to not getting in the room until 02:00 and being stressed and annoyed by the situation when we finally got in.

I wasn’t the only person disappointed in reception, there were issues with air con in other rooms as well as the service received by other customers whilst I...

I decided to stay here while visiting London as it’s walking distance to my families home. That was a big mistake as this place is dirty, you just can’t tell from the missleading pictures. They do not change the bed sheets or pillow cases during your stay, they turn them over and make the bed again when you are out of your room to make it look like they changed them to clean/fresh sheets. I realised this when I got food on the duvet and the next day, I came back to find it on the inside of the duvet, it was just turned over and made to look clean. I called reception to complain and they said they would send someone up to change it. A room service lady came and took some of the bedding and rudely said she would come back as she only has 2 hands...is that really how people are trained to talk to customers? Not only is the room service rude but so are the reception staff. If you do decide to stay here, check your sheets and you will see they are never changed. Also parking is £10 a day in a dark, damp, cramped basement that’s pretty scary day or night akin to something from a horror movie. There is no street parking around here, so you are forced to park in their car park. 1 evening I dropped 2 towels on the floor and asked for new ones and reception preceded to question me about why I need new towels and if I had more people staying in the room with me. Never have I been interrogated because I needed replacement towels. This place is clearly poorly staffed as the same reception guy, came up to bring me the towels and I was also told again, that there should only be 2 people in the room, while looking into my room. The bath is slippery, room can get stuffy and when you flush the toilet, you hear this loud constant banging of the tank I’m guessing for about an hour. This place has terrible customer service and they do not know how to treat their customers. Thankfully I am checking out today and would rather stay somewhere else that may have a slightly higher price but at least I’ll receive better service and quiet...

This hotel is very far from the subway (South Ealing), over 20 minutes walk - which is too much when you are after a long day at London city. The staff was absolutely not helpful. We arrived with a group at 10 o'clock in the morning, and because it was early to check in, we left our bags in a room offered by the hotel, and went to see London. As we are over 65 years old we finished 1,5 hours earlier the walk at London, and went backt to the hotel and asked for our keys. The receptionist asked us to wait. We very waiting at the lobby, and after 10 minutes I asked, when can we get our room keys? They said, it is not possible to get the room keys befor the whole group arrives. The group was planed to arrive 1,5 hours after us, so I asked them to give us the keys - we were already here with the group in the morning... They said, it is not possible. Than I started to cry, that we are very tired, and my husband is not a healthy man. I begged them to give us a room. Finally a manager appeared and told that we can get a room but they can not give us our bags... I was shocked, and we lost our patience. We started shouting, and finally they gave us our bags and we could go to our room for which we got only 1 key two of us. Later on when we went to have supper with the group, our quide told us that she was told that we were very rude with the staff and behave ourselfs... You can judge this yourself... The supper was a middle grade fish and chips, next evening a terrible ragou of which both my husband I felt ill in the stomach. The last (3rd) supper was good. I could not take a shower in the bathroom, because the water came from above from a not moovable tube, and as I didn't want to wash my hair (no shower caps) a could not use it - like other ladies in the group. Anyway it was peaceful and well isolated against the sounds from the street. The beads were comfortable, but the heating couldn't make more than 19 Celsius, that is pretty cold for me. Me myself will never go...