London Holborn

This was the worst hotel stay I have ever experienced. I have always trusted Premier Inn and stay very regularly; you come to expect a certain standard of cleanliness, safety and service with the brand. On arrival, I noticed mould around the window and a damp smell in the room. (Photos show the mould). It was awful. I went straight to reception but they couldn’t do anything as the hotel was full. I was offered a free breakfast as compensation but I felt the issue could not be solved with a free breakfast and didn’t want them to think that was sufficient recompense. I had also made other plans for breakfast. The receptionist said we could move rooms the following day but we would have to pack our bags first thing and leave them in reception. As we had valuables and electronics, I didn’t want to do this either, as we were out for the whole day and evening. The photo attached shows how bags are stored in the reception area so you can see why I chose not to take this option. Bags were left on show and in view of the street outside with open access through the main doors. No staff were on reception or in the lobby on a very regular basis during our stay so bags are simply left unattended and not securely stored. I complained via the website on my return and was given a £63 refund against a total cost of £265. To me, this is unacceptable and in no way reflects the level of discomfort and uncleanliness we encountered. It completely spoilt our stay. I will never stay in a Premier Inn again.

Most uncomfortable bed I’ve ever slept on. I had to sleep in the bath tub!!!! Also what looked like blood and vomit stains on pillow and duvet!! Reported bed but receptionist not interested! I put a complaint in online on 1st Jan and got an acknowledgment saying to give it 20 days. It’s more than that now and I’ve heard nothing.

I stayed here for one night with my daughter. I would say it was an average stay and I probably wouldn't stay there again. Staff were hit and miss. One particular lady was very helpful, however another member of staff was quite rude. Check in was chaotic when it should have been straight forward. Key card didn't work at first but was sorted quickly. Room was ok, a bit tired and the net curtain fell down. We were extremely disappointed not to have been able to utilize early check in. I was told to get there for 12pm which we did and they had all gone. We had to get changed in the toilets!

I stayed here for 2 nights in May 2024, with my niece. We had a family room which was clean and quiet. The hotel itself is in an excellent location - a short bus journey from Euston station, and lots of buses going to the West End stop very close by. We didn't have breakfast or eat there so can't comment on the quality of the food, however the room was serviced adequately when requested. I would definitely consider staying here again.

Took almost an hour to check in and I had to chase 5 times. We were informed our rooms had been double booked so we had to wait. Keys failed on multiple occasions, a real mix of staff - some lovely with great customer service and some appalling and rude. When I expressed this to a member of staff he said it was as they haven’t all had training yet. Nothing wrong with rooms and great location. Just staffing/check in that’s an issue. Very stressful start.