Premier Inn London Romford West hotel - (Near , london)

3 /5 shaz hus: The rooms were very good comfy beds, also tea was good and no noise, bathroom was good too, Also easy to get to we got two family rooms. A bit pricey. But as soon as we came in the service needs to improve I understand they are under a lot of pressure, meetings different types of people but maybe have to adjust, when speaking to staff members it was like had to approach them myself and force them to speak and smile. Also staff was confused at the beginning had to versify and explain to them that we booked two family rooms, staff thought we had only one room but like I said later in staff verified and eventually solved the problem. Little bit stressful at the beginning, but like I said service needs improving.

2 /5 Victoria: We stayed in a family room and WOW was it noisy from being over the entance to the hotel. Had the WORST night sleep that we have ever had at a premier inn. Rubbish choice. We specifically chose a hotel out of the town centre thinking it would be quieter....nope. this is despite windows being shut and the blackout curtains were rubbish!!!! Just a horrible experience. So so noisy, doors slaming, people shouting and smoking outside our window and you are right on the biggest, busiest roundabout ever. Horrible. Must do better!

5 /5 Morenike: Had my first breakfast here. The variety was great! So was Rohan. His service was excellent and gave me options for what I eat. He specially cooked vegan sausages. I can only give good praise about him, the breakfast room, and the double room. Excellent. I would recommend this hotel. Definitely

5 /5 Natalie Dawson: We arrived late on a friday night after a nightmare hotel elsewhere. The staff were so lovely on arrival and ensured we had everything we needed. We then booked for an additional night and the staff supported us to stay in the same room and the communication between shift patterns was amazing so we had no issues when we had to pick up new keys. The room was immaculate. Bed super comfy. When asking for extra towels, plates so we could eat etc, the staff were friendly and accommodating. With the window shut the room was silent despite being on a busy road. Parking was so simple and available with no issues- staff even reminded us to put it on for the next day so we didnt get a ticket. Could not fault the experience we had.

1 /5 hamza khan: Dear Premier Inn Customer Relations Team, I am writing to formally raise a complaint regarding the extremely poor service, unacceptable room conditions, and unprofessional staff conduct experienced during my recent stay at your hotel. Upon arrival, the room allocated to us was in a filthy condition. The room was dusty, the bed sheets were visibly stained and unclean, and the bathroom was unhygienic. I have taken photographs as evidence of these issues. I immediately raised my concerns with a staff member named Dian. Rather than addressing the complaint appropriately, Dian insisted the room was a “family room” and repeatedly stated the bedding was not dirty, effectively dismissing my concerns and implying that I was being misleading. I later identified additional stains, which were also photographed. During this interaction, I was informed that duvets are not changed after guests leave. When I queried whether this applied even when previous occupants were couples, I was told this was standard Premier Inn practice. If this is indeed correct, it is deeply concerning and unacceptable. The bathroom was in a particularly poor state, adding to the overall lack of hygiene. Additionally, the room heating was inadequate. We were provided with a broken, cheap-looking portable oil-filled heater with a missing wheel, which was neither safe nor effective. Dian’s manner throughout was abrupt, dismissive, and showed a complete lack of care or empathy. This was especially disappointing as I was staying with my wife and our 11-year-old daughter, who was unwell at the time. The overall experience was far from welcoming and fell significantly below the standard expected of a well-established brand such as Premier Inn. This experience has resulted in a total loss of confidence in this particular outlet. While I understand standards may vary, the lack of consistency and the handling of this complaint were unacceptable. I will not be using this hotel again and will be discouraging friends and family from doing so. I would like this complaint to be formally logged and escalated beyond the individual involved. I expect a full investigation and a written response addressing both the condition of the room and the conduct of staff. I look forward to your prompt response.