Harlow North (Harlow Mill) hotel

Staff pleasant, but aftercare with the customer relations team is appalling. Bed wasn't fit for sleep but doesn't come under the Good Night Guarantee because I didnt report it at 11pm at night with a vulnerable disabled child. Waking them to move them at that time would have caused disruption to the entire hotel as well as causing them anxiety, which would have resulted in no sleep either. Apparently checked the bed and it's fine. May as well have called me a liar, even though they have had a chance to rectify the issue.

I was greated by Hugh on reception, he has great customer service skills, really welcoming and has great attention for detail on the rooms and the overall stay. Had a few issues but He helped me right away, asset to your team.

I booked and paid for a Twin Room as I was travelling with my mother, but on arrival we were given a Double Room instead. After waiting around 40 minutes to check in and dealing with issues with the key machine, we finally reached our room after a long day of travelling only to find it was not the room we had booked. When we raised the issue, we were told there were no other rooms available and nothing could be done. My mother and I could not share a bed, which meant she was unable to get a proper night’s sleep. The receptionist acknowledged the mistake and provided details on how to request a full refund. However, when I contacted Premier Inn afterwards with my booking confirmation, the refund was treated only as a “gesture of goodwill” and was less than half the amount I paid for, despite the fact that the room I paid for was never provided. They also gave no way to escalate further. And even said their ‘Good Sleep Guarantee’ in this case was not applicable. Mistakes can happen, but the way this was handled and the lack of a fair resolution was extremely disappointing. I expected much better from Premier Inn.

We stayed here before an early morning flight from Stansted. The hotel itself was very clean and tidy, although it was very hot, there was no air-conditioning in the room which it does state on the website. We were provided with a fan though that didn’t do much. So maybe if you’re staying here in the summer months reconsider. I would definitely come back though if I wanted somewhere near to Stansted. The trip from the hotel to the airport was about 20 minutes at the most. A big shout out to the manager, I think his name was James. I nearly made a boob on my booking. I booked one night at the hotel with 10 days parking. I believed the 10 days parking was at the Premier Inn, I booked a taxi to pick us up the following morning. A taxi to the airport and back again would’ve cost us £80. James pointed out that the parking was actually at a car park near to the airport, although he had no issues with us keeping our car at the Premier Inn. I looked at my booking and realised that it did indeed have parking near to the airport which meant we could drive to the car park and get a shuttle bus in, saving us the £80. Had James not mentioned this we would’ve kept our car at the Premier Inn and used taxis. The beefeater restaurant next-door was also very good and literally a two minute walk from the hotel. All in all a very pleasant day.

We regularly stay with Premier Inn and have always had good experiences, which is why this stay was so disappointing. We arrived at around 2:00am after a delayed flight from Stansted Airport, exhausted after being awake for almost 24 hours. All we wanted was to get some sleep before facing a four-hour drive home. Unfortunately, we were initially allocated Room 35, which had not been cleaned or prepared. We returned to reception and were then given Room 108, only to discover it had clearly already been occupied, with obvious signs that guests had been staying there. The receptionist was excellent throughout. He was polite, apologetic, and genuinely did everything he could to help us. This situation was clearly not his fault, and I want to thank him for the way he handled a very difficult situation. Sadly, despite his best efforts, there were no clean rooms available. After waiting until around 2:30am, we had no option but to leave the hotel altogether and drive the four hours home completely exhausted. It is simply unacceptable to arrive with a confirmed booking and find that the hotel cannot provide a clean, ready room. While the member of staff on duty deserves recognition for his professionalism, the overall management of the hotel that night fell well below the standard we expect from Premier Inn. We are still awaiting a resolution and refund from Premier Inn. I hope they will investigate what happened to ensure no other guests have the same experience.