Premier Inn London Southgate hotel — Hotel in London

Total Disappointment and Incompetent Management

Reservation Number: BHJ337130

I was expecting a pleasant and smooth stay when I booked at your hotel, but what I experienced was a series of disasters that reflect inadequate management and a total lack of respect for guests.

First off, the room assigned to me was blatantly inappropriate: a disabled room I had not requested at all. This basic mistake was the first signal in a series of failures that ruined my stay. Not only was the bed unsuitable, but the absence of the promised sofa bed further worsened the situation.

My request to change rooms was met with pathetic excuses and unfounded justifications by a clearly unprepared receptionist to handle standard customer service situations. The receptionist blamed me of having booked a disabled room, which was false as I’ve showed him the email saying that the booking was for a triple room instead.

The inability to solve such a basic issue only highlights the incompetence and lack of professionalism in your management. The passing of responsibility to the next shift, which ended with a further demonstration of helplessness, is unacceptable in any hospitality industry.

To add insult to injury, returning to a poorly prepared room, with towels provided for a single person, was the cherry on top of an already bitter cake of negligence and lack of care.

It is clear that your hotel has serious issues maintaining the most basic standards of hospitality and customer care. This experience has been a glaring example of how not to run a hotel and treat guests. My recommendation to other travelers is to avoid this establishment if they seek a pleasant and stress-free stay.

Given the multitude of issues and the significant impact they had on the quality of my stay, I am requesting a full refund. It is only fair that customers receive compensation when the service provided is so far below acceptable standards.

I expect this review to serve as a wake-up call for your management. You should be ashamed of the level of service provided and take immediate measures to ensure no other guest has to endure a...

We had three nights booked last weekend, Friday, Saturday and Sunday. We have stayed in this hotel before and booked again as we were impressed with the level of care and attention from the staff and the amenities are what we have come to expect from a Premier Inn. |We had no complaints until Monday morning and the breakfast service. Previous mornings the breakfast area was quiet and well staffed. It's a shame that on Monday morning we were let down. It was clear that they were short staffed, on previous mornings there had been two people serving and assisting but on Monday there was only one person. He was run off his feet, it was noticeably busier on Monday than the weekend mornings and everything was running out. There were no glasses, this was not a problem as there was no juice to put in them. There was no milk, not a problem as there were no bowls to put the cereal and milk in and when they did arrive they were so hot that I was unable to hold it, let alone put cereal and cold milk in it, the hot food items were in short supply and the coffee machine stopped working as it needed refilling.|Now I want to make this very, very clear that the member of staff working that morning was doing a sterling job, he could have been rude and surly but he was cool, calm and professional at all times. He certainly earnt his money as he didn't stop. You could see that the restaurant was over booked as there were people waiting for tables and even when they did find a table there seemed to be a shortage of chairs! There are a number of high tables with stools and coffee type tables with sofas, these are not suitable for less mobile residents or families with small children. Perhaps it would be better to replace these tables with dining tables and chairs so that everyone has a place to sit and eat.|This is the first time we have had a problem staying in this hotel and we are booked to come again in February so I hope it was just a blip and a bit of bad management in terms of staffing due to it...

A new build, in fact a hotel I booked before building it had even been finished. As such, I had high expectations, which were met. The location is excellent, just a 2-minute walk from Southgate Tube/bus station and the main shopping area. My room was great, with plug sockets where you need them, and I do love the purple "mood lighting" coming from the top of the headboard on the bed. Service was fab, but special mention must go to Tamay, on reception when I checked in - she was the real star of my stay. She gave me a very warm welcome when I arrived, so much so that I decided to go back to reception later in the day just to have a chat with her. It's particularly notable that I wanted to do that as I have Asperger's Syndrome and find communication difficult, so for me to want to seek more communication with her for no specific purpose speaks volumes for how welcoming she was, able to put me at ease throughout our interaction. She was (or at least appeared to be) very interested in what I was saying to her. If she is like this with all her customers, then she is a very valuable asset to the team. If I need to stay somewhere in north London again in future, and I choose Premier Inn Southgate, she will have been one...