London Waterloo (Westminster Bridge) hotel

We stayed at the Premier Inn London Waterloo (York Road) in July 2025 under a family booking (2 adults, 3 kids). This was one of the worst hotel experiences we’ve had, and I feel compelled to warn others. Despite booking a family room and double room together in the same reservation, our rooms (322 and 714) were on completely different floors. With three children, this made the stay stressful and unmanageable. Staff, including the duty manager Ema, offered no acceptable alternatives. Other issues added up: Our room keys failed twice, requiring repeated trips back to reception. Requests for a simple extra towel took four attempts, and all towels smelled strongly of spice and were not fresh. Staff were dismissive and unhelpful (Shifat at reception in particular). But the most serious problem came at breakfast. The scrambled eggs on the buffet had visible mold-like growth (see photo attached). We caught it only after our youngest child had eaten some, and he later felt unwell. I also experienced symptoms. When we raised it, the duty manager dismissed it as “overcooked eggs,” yet the tray was quietly replaced immediately afterward — clearly acknowledging there was an issue. When we complained formally, Premier Inn’s investigation dragged on for weeks. Their final response essentially dismissed our concerns because we did not go to a doctor for stool tests to “prove” food poisoning. They ignored the photo evidence, the fact that food was replaced immediately, and our symptoms. In the end, they offered only about a 17% refund. Between the unsafe food, the dismissive treatment, and the inadequate resolution, this stay was a complete failure. I cannot recommend this hotel — especially for families.

Our experience staying at the Premier Inn London Waterloo was phenomenal from the start. I mentioned in advance that we were in town to celebrate my birthday and retirement and the staff went above and beyond to make it memorable. We were given a room with a view of the London Eye and Big Ben at a distance, and surprised us with a bottle of Prosecco and a box of Belgian chocolates. What a thoughtful touch! The highlight of our stay was the outstanding team at the front desk starting with Juanito. As a fellow Filipino, we may have felt a personal connection, but we truly believe he treats every guest wit the same warmth and kindness. He was always welcoming and would talk to us when we passed through the lobby. He made us feel right at home. Olga and Raluca also at the front desk and were consistently friendly and helpful, always with a ready smile. There was another gentleman at the front desk at check in whose name I did not write down, was also excellent. Our room was not the biggest, but it was spotless, fresh-smelling and well maintained. (So with the parts of the hotel that we saw.) The bed and pillows were very comfortable. The location of the hotel is unbeatable. It is central and close to all the key Westminster sights - the London Eye, Big Ben, the House of Parliament, Westminster Abbey, and the Thames river cruise pier. Bus stops (public and hop-on/hop-offs), train stations were steps away. Having an M&S Food Hall just down the street and Lower Marsh within walking distance was an added bonus. Breakfast was another highlight for us. The spread was generous and consistently replenished even during busy times with the staff efficient and friendly quickly clearing tables. We especially enjoyed the coffee machine that freshly grinds the coffee beans and makes all sorts of coffee drinks that you can think of. This hotel exceeded our expectation in many ways. The team's genuine friendliness and attention made our London trip even more special. We definitely recommend it to others and will encourage our family and friends to stay here when they visit London.

We booked here at a family and it was fantastic location all within walking distance to local attractions & tube stations too. Lots of restaurants close by also a 2 minute walk onto south bank which with having a child age 9 with us was fantastic a park & street entertainment too all in all i would 100% stay here again

Definitely the best premier inn we have stayed at. Great value for money and location is central with the tube station a 5-6 minute walk away. The rooms are clean and functional, with things like an LED mirror coming in handy for doing your make up and well distributed plug sockets. But what really makes this hotel great is the staff. I’m heavily pregnant and Raluca on the front desk was so kind and caring throughout our stay. She ensured our room was available for an early check in and late check out so I could be as comfortable as possible on the days of travel. I honestly cannot thank her enough as travelling while being heavily pregnant can be quite overwhelming, especially in the heat! I will definitely be booking this hotel again for our next trip to London. Many thanks again

I have just returned from this hotel and believe it’s worthy of writing a review on how good it was. Firstly having arrived in London at just after ten in the morning, we had no problem in dropping our case off at the hotel way before check-in time with no problem at all. I knew that it would not be far from Waterloo underground station , however was l was pleasantly surprised just how close it was( less than a five minute walk , I could actually see the entrance from the hotel). Having gone to the Lyceum theatre it wasn’t until I looked down the road that I realised just how close the hotel was to this as well( approximately ten minutes leisurely stroll). Our family room was more than big enough for the double and single bed and both beds were fantastically comfortable. Breakfast the following morning was superb. There was a good selection of both hot and cold food and all were constantly being topped up by staff. Overall I could not fault this hotel and as I said above I was pleasantly surprised just how close it is to both Westminster bridge and Covent Garden end of the west end as well. Having accidentally stumbled across this gem I cannot wait to return!!