Premier Inn London Hayes, Heathrow (Hyde Park) hotel — Hotel in London

I recently stayed at Premier Inn, Hayes, and unfortunately, my experience fell far short of expectations.

Before my stay, I personally visited the hotel to request a room with a shower, as it was essential for my senior-citizen parents. I was advised to book online and reconfirm my request in person. I followed this guidance, making a booking for 21st December 2024, and even visited the hotel again on 4th November to ensure the request was noted. During a prior stay at the same hotel from 12th to 19th December, there were no issues, and I was provided a room with a shower. This gave me confidence to book again.

However, upon arrival on 21st December, I was allocated a room with a bathtub, despite all my prior efforts to confirm the request. When I raised this with a staff member named Zanya, her response was dismissive and unprofessional. She stated that no changes could be made and refused to accommodate my parents, who found it difficult to use a bathtub. Her tone was rude, and she even threatened to remove me from the premises if I continued to question the situation.

After much back and forth, my father had to step in, and Zanya eventually assigned us a disabled room without informing us of its nature. Later, when a wire in the room was accidentally touched, Zanya entered the room and unnecessarily reprimanded us, adding to an already unpleasant experience.

Additionally, the breakfast service was disappointing. We waited over 30 minutes for food, and the mugs provided were not properly cleaned. When I pointed this out, I was told that the dishwasher was at fault and nothing could be done.

This was my first negative experience with Premier Inn, especially disappointing after the smooth stay earlier in December. I urge Premier Inn to address the service quality and staff behavior, particularly Zanya’s conduct. Such incidents not only inconvenience guests but also tarnish the reputation...

I have stayed here a couple times before and I will continue to each time I return to London! It is so convenient for a multitude of reasons. Firstly, it is located only one stop away from Heathrow Airport on the Elizabeth line on the Tube, making it the perfect location to stay if you have a flight leaving out of Heathrow. The location of the hotel itself is a short 10-minute walk away from the Hayes and Harlington stop on the Elizabeth line, making it so easy to travel into central London. This hotel is quite affordable and yet the quality is not compromised. The bed is quite large and spacious, with plenty of outlets around the room. The room I had was a bathtub-shower combo and the bathroom itself was a decent size. The room also had a sofa-bed by the window, a good choice for a group of three if they did not want to book a second room for a full bed. Located right next to the hotel is a fairly large ASDA, great for picking up some groceries or late night snack. I will say that walking back to the hotel from the Tube station at night can feel a little sketchy, especially as a solo woman, so I would just suggest being more cautious and aware of one's surroundings, perhaps taking out headphones en route to the hotel. Once inside the hotel, it feels quite safe, as you must scan your hotel key 3 times before actually entering your room (once in the elevator, once on your floor, and once at your room door). Check-out is quite simple as you drop your key in the drop-off box by the door, though I will say it is not a closed box with a slit on top, but just an open clear acrylic box. Though it would be difficult for someone to know which room it is for if they just took it out the box. Overall, a great stay at Premier Inn and I would...

Good hotel, near Heathrow, clean spacious rooms (double, for 2-3 people with double and single bed and accessible rooms). Most rooms have shower over bath, the only issue is that it has fixed head. If you stay longer you have to ask for cleaning/towel replacement at the reception. I really like that you can collect extra coffee/tea/milk at the reception. There is a kettle in the room and a hair dryer. Don't expect fridge, safe, shoe polishing kit or sewing kit. Nice hand wash and body/hair wash are provided. If you forget toothbrush/toothpaste you can buy them from the vending machine at the reception. Parking is owned by a different provider and costs £7 per night with a code available from the reception. During our stay there was no problem with finding a space, although this parking gets full in the evenings. Unlimited breakfast is currently £10.99 with kids eat free bonus. Breakfast is served 6:30-10:30 weekdays and 7-11 weekends and outside customers are also accepted. This is a standard buffet with full English options, cereals, pancakes, fresh fruits, yoghurt, toasts, juices, tea, and coffee. They don't serve lunch. Dinner is either meal deal with your stay (2 courses from nearly full menu available) or just any menu items. Dinner is served from 6 pm, and if you are not a hotel guest, you still have to enter The Beefeter on the site through the hotel lobby. This hotel is a good 3 star one, but what makes it exceptional is the staff - at the reception, cleaning crew and especially the restaurant team - always welcoming, helpful and polite. I would like to praise Alskar, who served us nearly every day. This jolly lady is worth her weight in gold. She and other lovely ladies there made our stay...