Premier Inn Staines Upon Thames

Took ages for reception to check me in, wanted to£14 for early check in, only 2 t bags for 2 nights stay, large black bag of rubbish left in hallway overnight, no bar fridge, only 1 lift working very slowly

Good stay!

Customer service and guest relations team are awful. My family with autistic individuals were trapped in the lift with no way of getting out as alarm button didn’t work and no one on reception. We were told by the lift maintenance company it could take up to an hour to get them out! My children were stuck in this boiling hot lift for what seemed like forever!! Fire brigade were called! When we finally managed to get them out the person on reception didn’t seem bothered and other guests were trying to get into the lift as no sign had been put on the door to say out of order!! When contacting guest relations to complain about this ordeal and to make them aware that there’s no way of getting out of that lift in case of emergency we were told as we hadn’t told anyone on the day they can’t do anything about it! We obviously did tell the reception staff on the day as they were the ones who gave us the complaints number! We also rang ahead to ask for rooms near each other due to the needs of our autistic children and this couldn’t be accommodated although the couple behind us were put in the room next door to me! Not enough pillows for five people and we were given pillows with no pillow cases. The whole experience was under par and totally unacceptable. The worst premier inn we have stayed in by far!

1 Night stay when going to Thorpe Park! Nice spacious room that was spotless, great service from who we believe was the manager and Ana at Dinner, nice affordable food and a decent breakfast too! Highly recommend:)

This hotel has all the facilities, cleanliness and comfort you can expect with Premier Inn. Has a brilliant location for fast trains into London and excellent shopping centre on the doorstep.