Premier Inn London New Southgate hotel — Hotel in London

We arrive at the New Southgate hotel to be met with a cold and unfriendly member of staff. She was late forties, early fifties. A Latin look of a woman approximately 5ft 2. |We arrived early and waited 2 hours before a room was ready. We did not mind. We had been up all night with travelling. We had booked 2 family room for nights. After 2 hours I asked for early check in, as the children were tired.||The staff just asked for the booking reference, which she said we were at the wrong hotel. I insisted it was New Southgate paid i full with breakfast for 2 family rooms for gong to the Coldplay concert.||I insisted to your member of staff at New South Gate Hotel I had 2 family rooms booked and paid for in full, with breakfast. She did not check the name and instantly dismissed us, and we did have the booking for 2 family room which I insisted we had. That is your member of staff's lack of decorum, empathy thy or professionalism, who did not double check the booking. After all, human instinct and wisdom is do much more powerful than a check in machine. A human knows there are two ways to check a booking. One by the booking number or second by the name of the booking. When we spoke to your member of staff she did not mention anything about checking in by a machine. She only asked for the booking reference. |I did mistakenly not cancel the Hendon Hotel, which I did pay for a night, and I did not use any facilities. I was in the room approximately 30mins to 50 mins max. I was so upset. |There was no information that we had to check in ourselves and we certainly had no training to be able to use your check in machine. ||I have used Premier Inn many times in the past and I have never experienced a member as unprofessional, cold and unfriendly as your member of staff, who was on reception at the New Southgate Premier Inn. ||I will be writing a review, detailing the unprofessional treatment we experienced from your staff member and how it affected our trip. We had four young children with us and our trip was ruined. We went to have a family experience, and we did not receive the hospitality treatment we were entitled to have at New Southgate Hotel. || The Premiere Inn said they are NOT responsible for this happening, which I feel they are totally responsible. After all, I did pay...

We stayed at this Premier Inn on Friday night whilst attending the BlackPink concert at Wembley. The parking on arrival was good, it seemed safe and secure and at £8 for 24hrs it's pretty good.

Check-in was easy and we we're given joining rooms as requested.

The rooms were spacious and clean in general but our bathroom in room 112 smelt of cigarette smoke really bad, and where the door was left open, it made the room smell too. We reported it later in the day but we're told that housekeeping had finished but they could install a dehumidifier to get rid of the smell, we declined as the noise would've caused distress to our autistic child so we just put up with the smell!

My daughter and I went to the restaurant for an evening meal where the service was really slow. We stood waiting for a table for 5-10 mins which normally would be acceptable but the restaurant was empty with only 2 other small groups seated so it wasn't as though they were rushed off their feet, it was the same when ordering food and later paying at the bar too (the server was very persistent at trying to upsell the main meal and breakfast deal tho!) We ordered 2 burgers and they were OK, nothing special. They did come out pretty quick.

The hotel was really quiet and we all managed to get a good night's sleep, so actually the hotel served its main purpose!

There is a Morrisons Daily and Starbucks next door which is convenient to grab snacks and coffee if needed, and Arnos Grove tube station is about 10 min walk.

I'm not normally one to moan but this Premier Inn definitely has a few areas that could...

Most of the staff is OK and nice. However the food service sucks... I'm sitting here in the restaurant just now because I've been waiting on a simple mashed potatoes gravy and mashed peas for over an hour.... My drink which was sparkling water with a lemon took 30 minutes.... Absolutely ridiculous... Also if you're vegan there is maybe one thing on the menu... Maybe... If vegetarian you can eat some sides...

The soup of the day changes weekly and they have 2 kind broccoli and carrot. Oh and if you find something that you reluctantly choose because nothing else is good... They don't have it.

The temperature in the lobby and restaurant is too cold... If you're from Alaska or Iceland you might find it ok and relaxing... I always eat in my jacket and still cold.

Management should be proactive and make sure that all conditions are pleasing... But here it seems you need to complain before things change. For example twice I had to complain about the lobby toilet... Once there was feces all over the ground covered up with a ton of toilet paper.. I ran back out backwards and chose the other bathroom which was disgusting too and the whole hallway smelled like s**, on another occasion there was toilet paper scattered all on the ground... A lot. And of course the temperature... Can't they feel it's COLD?

I unfortunately have to stay at this hotel otherwise I wouldn't also you can't open windows at most premier inns... I totally dislike that, fresh air is foreign...