Premier Inn London Heathrow Airport (M4/J4) hotel — Hotel in London

I am unsure where to start as I am still shocked by the attitude of the staff and manager

I returned from a day of business 30th Jan 2024 at 4:50pm, went up to my room to drop my suit jacket in, then returned downstairs to spend an hour in the bar.

My dinner reservation was for 6:30pm, so I popped back to my room to freshen up, around 6:15pm. Before leaving the room I went to put on some aftershave and noticed that it wasn’t where I left it, next to the sink. My first thought was that the maid possibly moved into my wash bag, but it wasn’t there either. I then searched everywhere in the room and quickly realised it had gone. I immediately went downstairs and reported the left to reception. A couple of members of staff went up to my room and I showed them where I had left it. I emptied the washbag to show it wasn't there.. The staff then looked under my bed! But it had definitely gone. I then asked for an email from reception to acknowledge my reporting of the theft. I was assured this would be done and that a manager would be in 7am 31st Jan, who could investigate further. No email was received.

With all the worry and anxiety I hardly slept through the night. I returned to reception at 7:30am, where I was informed the manager wouldn’t be coming in. After a lot of discussion, I was finally told the manager would come in specifically to speak with me.

I then waited 2 hours meaning I missed my first two meetings of the day. The manager Dimple then suggested I ring 999 and report to the police!!! I was gobsmacked that she recommend ringing the emergency service number. I then called 101 and reported the crime, just so I have a crime number.

Spoke with the hotel again yesterday and was gobsmacked that they basically said the case was closed as they could not find proof it had been stolen.

Over the last 12 months, I have dealt with cancer myself, while also dealing with my daughters MS and losing my son in law, who took his own life.

The fact the hotel clearly believes I have lied over a £100 bottle of aftershave beggars belief.

I will not...

Had the most humiliating experience of my entire travel life. I checked in for one night on 14/03/2022 towards embarking on a trip at Heathrow next day. I was compelled to extend my stay when I discovered COVID testing was a requirement for my trip as I was yet to have one. On 15/03/2022, I informed one lady (of perhaps Indian descent) at the reception at about 10.30am that I would wish to extend my stay in the room. I was told I would require a fresh booking online which I found unusual having lodged already as your guest. I had done the earlier booking using my wife’s card details and found it difficult thereafter to reach her over the phone for a fresh booking. I went back to reception about 12:30 to inform of my challenge and have them assist with an extension but was sadly told by the same lady that I could not book anymore as the rooms including mine were all fully booked. I was therefore required to pack my stuff and leave the room. I felt sad and found the incident quite humiliating as I had believed having informed the staff of my intentions to extend, that the room would be locked off from booking. The lady offered to assist me with booking another room at sister hotel on Bath Road. While at it, I merely expressed how sad I was at the turn of event but she threatened to abandon her assistance since according to her “I didn’t appreciate she was trying to help me”. Mindful, my expression was in the calmest and most respectful manner. Shocked, tongue in cheek and in my helpless state I had to apologise “for expressing my sadness”. It was only then she proceeded to help me with the booking. That encounter with the Staff made me feel very little, insignificant and humiliated. I wouldn’t go back to Premier Inn...

Booked this hotel so that I could easily make an early flight rather than dealing with a long train from London in the AM. Wish I hadn't.

The desk person was pleasant enough, but then the upselling began. The goal at this place is to get you there for the cheap prices then try to get you to buy food, drinks, internet, and taxi services.

Yes, I said Internet. They have a free service that is intentionally so bad that I spend an hour after getting there just trying to log into it so that I could get my boarding passes. I told the front desk that i couldn't access the internet and they just didn't care. If I wanted Internet that actually worked, I could pay for premium.

They brag about their beds. But they are uncomfortable.

I had expected to use Uber for my return to the airport, but since it was impossible to get the internet. This seemed to be part of their plan since they have a direct-connect phone in the lobby for "mini cab" service. I had to use it and discovered that it isn't really a taxi service, its just part of the family that owns and runs the site and this was just another one of their techniques for beefing up the bill. To be fair, the driver was quite pleasant.

Bottom line, I felt like the hotel was run as a bait and switch operation and I give it one star because they advertised free internet when, in reality, it was NO internet, and just a means to upsell another service. Such behaviors will always get ONE star, no matter what else they may do.

NOTE: Even though it is only 2 miles from Terminal 3, it will set you back 20 pounds for a taxi. And you'll get dinged again for another 20 when you make the 5 minute return trip. (Even though their listed...