Premier Inn Hotels review: Service levels

11/01/2026 - 14/01/2026 Room 512
1. Nobody in reception on arrival and didn't answer call bell. Had to go and find a member of staff from the bar.
2. Both lifts not working, I am on 5th floor, and had to carry my suitcase up all the stairs, with no offer of help. (By the way I am 66.) They didn't work for the 3 nights we were there.
3. My room absolutely stank of cigarette smoke, I had the window open for the 3 days I was there, even though it was freezing outside, but it still smelt when I left.
4. Dinner, chips had been cooked within an inch of their life, had smothered chicken, they forgot to put the bacon on so added a slice to the side. Service very slow. Restaurant wasn't busy.
5. Breakfast was almost non existent, at 8.15am, no fruit or yoghurt left, bread very stale. No bacon, no eggs fried or scrambled, was told they would be replenished shortly, I asked for poached instead and was told there would be a 25 minute wait, so told him not to bother. After waiting 25 minutes for the breakfast buffet to be replenished, we gave up and so did other guests. It was the same again the following morning.
6. On checking out no staff to be found, again pressed buzzer 3 times and nobody came. Had to go and find someone from the restaurant to assist us.
I stay in Premier Inn many times over 12 months and have never had such shocking service or food.