It really is the UK flagship of the Premier Inn chain. I do give hotels a chance to correct things. So this review was done on my second visit not the first.
Everything about the look of the hotel is very good indeed the staff are very friendly the hotel is very spacious as the lobby walk through has high ceiling and space where you can feel you can breath.
Check in went good but it can be a little confusing for say someone who is visiting for the first time or someone elderly. There are desks but they don't appear to be check in desks and the staff just appear from somewhere else when they see you waiting. They are courteous but there did at times at this hotel seem to be a lack on the part of the staff of understanding English. This can cause problems from time to time especially at check in when the lady asked if I wanted a Receipt emailed to my emai address. I made it clear that I did but no email arrived. I approached another member of staff later and this time the second email arrived but to this day no arrival of the first one. Problem here is that a simple apology would have made the difference but no apology was received.
There is a mini Costa there and after a long journey that helps. The restaurant was very good with the meal of fish top quality. Again the staff go out of their way to be helpful here.
The bar area was also very good but the drinks albeit a bit on the pricey side and the staff behind the bar unfortunately do seem to only interested in your money and not so much on service.
The room was very very clean with modern TV but be warned there is no bath. In fairness to the hotel this is made clear when booking. Just a shower and a very good shower it was but I feel the hotel should provide some rooms with baths especially for people that cannot use a shower.
The downside is breakfast. I watched and observed very clearly people who arrived after being shown to their table they were left without any explanation as to what's what. People had trouble trying to find hot water. There is no filter coffee just a machine that dispenses Americano and Cappachino's. Now not many people like this type of coffee for breakfast do they? The cooked breakfast the first time I stayed there was average. The bacon was off a poor quality on both occasions. Now eggs, again I watched how people reacted because the eggs were very very runny and I could go as far as to say that the eggs were hardly cooked the white of the eggs were very clear and not cooked at all. I heard several ladies who were in a group in front of me say avoid the eggs they look raw. With that I requested a young lady from behind the counter to provide some eggs that were cooked properly. I had to state this several times because she could not understand what I was saying. Eventually she said she would get the Chef to do some. I waited yes I timed them 12 minutes before a tray of eggs arrived and yes you guessed it they were exactly the same as before. When questioned the same young lady she was short and walked away.
Don't get me wrong but the hotel is very good but it was let down by some hotel staff struggling with the English language. This is the hotels fault for not making sure this was not the case. In service industry it is essential to understand what the guest wants. It was let down by bar staff just interested in the money rather than looking to provide customer service.
The breakfast all I can say before I left for the United States was not much of it was eaten. The breakfast had not improved at all since my previous visit.
If these are corrected on my next visit I will up my rating but time will tell.
- Official Description (provided by the hotel):
- Creating a new dining experience in a relaxing environment, the Thyme restaurant and bar provide a range of 'tasty' dishes serving both lunch and dinner options. Along with a COSTA coffee store open 24 hours a day and our welcoming hotel bar area you will never be short of food and drink options. Not to mention our 'All You Can Eat' Full English Buffet Breakfast at only £8.95 Per person. At Premier Inn we pride ourselves on comfort and quality. That's why each of our 590 bedrooms has a king sized bed, en-suite bathroom, safety deposit box, tea/coffee making facilities, hairdryer, freeview TV and wifi (at an additional cost). An ideal choice for a business stay, our hotel is conveniently located with great transport links to Heathrow Airport and Central London. Our brand new business lounge offers you the chance to catch up, whilst our 18 meeting rooms provide a great environment to have your business meetings. For leisure guests, we are ideally located for Heathrow Airport with ample car parking onsite (£10 per night). We also offer a range of park and fly options (please contact hotel direct to arrange this). We are serviced by the Hoppa to the Terminals, operating from 0424 until 2324 (Terminals 1 and 3) and 0415 to 2345 (Terminals 4 and 5) at a cost of £4.50 Per person or £8 return. Furthermore we are just 15 miles from both Windsor Castle and Legoland Windsor. Central London is easily accessible by the London Underground stations and the Heathrow Express. With Children (up to the age of 15) eating a free breakfast when accompanied by a full paying adult and no additional charges for family rooms, we are the top choice for families. ... more less
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- Also Known As:
- Premier Inn Heathrow Airport (Bath Road) Hotel Hounslow
- Premier Inn Hounslow
- Premier Inn Bath Road
- Road Travel