Freezing rooms, 3 fire alarms (early mornings and late nights), cleaners left their products in the room and key cards didnt’t work. The service was poor but the breakfast was good in choices. Wouldn’t stay again.
From check in to check out it was a complete disaster, a serious amount of work is needed to improve this hotel and how it’s guests are treated. Upon arriving at the hotel there was no one within reception to help us check in, the buzzer to call a member of staff was also broken. We also overheard a couple of the contractors discussing about a fault in the fire alarm system and being unable to isolate one of the areas in the hotel, this was to rear its head later on, after we’d assumed this had been fixed. At 02:40am the fire alarm went off, we quickly dressed and left our room, taking the stairs through a section of the hotel that was under construction and making our way outside, we were kept outside for half an hour until LFB came and ascertained that there was no fire in the property. Once they’d left we assumed that we would be allowed back to our rooms, unfortunately the staff were unable to reset the fire alarm system as the faulty sector was still showing up and would cause the fire alarm to go off again. We were led into the reception/bar area and told that unfortunately we would have to stay downstairs until the fire alarm was fixed. A member of staff from the Earl’s Court premier inn came across and informed us that there was an engineer on their way but it would be some time, at approximately 05:00am the staff (under pressure from upset guests) told us that we would be now be able to go back to our rooms. I asked if the fire alarm had been fixed but was told that they had not and that the fire alarm system was still unserviceable. I had serious concerns about being in a large complex building with no fire alarm system and inoperable fire doors (they had remained jammed open after the fire alarm had initially been set off) and asked what their plan was. I was informed that “Ryan” (last name and position/role within the business was withheld from us) had given the go ahead to let guests back into their rooms and that the staff in site would double their corridor walks to once every thirty minutes. I’m not sure how much training is given to Premier Inn staff but a fire can spread a long way in 30 minutes when there’s no fire doors in place and no fire alarms to monitor the building. Due to the serious concerns we had for our safety, we checked out a day early and found another hotel to stay in. The final insult was that we couldn’t get a resolution from the on site team and had to ring up a national call centre in order to register our concerns and arrange a full refund for both nights. I would like to point out that the staff onsite acted in a professional manner, they were dealt a very difficult hand and in my opinion remained calm and helpful throughout. The company as a whole though needs to give its staff better training and tools in order to keep the guests safe and happy. I’ve stayed in several premier inn hotels and by far, this was the worst. It’s in need of a quality audit and immediate action from the ground up. Construction work isn’t an excuse for the poor standards I saw on my visit. …
Good location. Construction happening, but for the most part not bothered by what was happening. Only issues was lack of changing towels and sheets on a 5 night stay in their plus room. Towels that we left on bathroom floor were hung back up for us to use again. Fire alarm going off in the middle of the night and spending hours in the lobby waiting for them to reset the alarm before being allowed back to our room. No type of compensation or guarantee was offered.
Contractors were doing refurbishment work and no attempt had been made to clean up or tidy as the work was finished. The debris was left in the corridor between Saturday afternoon when we arrived and Sunday morning when we left. Not surprisingly, the mess transferred into the room as we walked in. The staff were apologetic, but could not pass on a complaint due to "new staff guidelines" and I have not yet received any reply to my complaint via the company's website five days ago.
A quiet, clean recently decorated room with a comfy bed. we had a a great night’s sleep followed by a lovely breakfast, nothing to fault and we’ll be def staying with premier inn again in the near future.