London Hayes, Heathrow (North A4020) hotel

Very musky smell on the room. Bathroom was clean expect the horrible skidmarks which were left in the toilet. Turns out another colleague had exactly the same in their room. Breakfast was nice. Felt pressured to order as within a few minutes of sitting down we were asked what do we want to order. Hadnt even had time to look at the menu. Is a shame as never really had an issue with Premier Inn's before. Had a good sleep and not int he flight path so was nice and quiet. One issue, is that there is no lift so would not recommend if you are staying to then go to the airport as you would have to carry ypur bags up 2 flights of stairs, and thats just to the first floor.

Hotel is ok however the restaurant is poor to say the least there was a total of 5 people in the restaurant 2 of which was being served there food by the chef so I’m astonished it took the waiter 35 minutes to come and take my order. Do 35 minutes to take 3 peoples orders is baffling. Unfortunately I have raved about this restaurant before but I have started all week and it’s far from good service all week. 1 hour in still waiting for food

Great location and great service. Check in was nice and simple, room clean and service from restaurant opposite was awesome. Advised of Allergy and Dominic not an only talked me through the menu but also gave me great advice on Gluten Free Peroni. What a nice experience and for this, I will be returning again. Good effort Dominic, keep up the good work.

Please ensure that rooms are prepared as requested; we asked for a twin room on the ground or a low floor, but no one bothered to check the booking notes and the room was set up as a double. The receptionist had to run around the building to locate another twin room, and unfortunately, in the whole hotel, there was only one on the second floor, which strongly smelled of cigarette smoke. I had an enormous problem getting there and an even worse time getting down the stairs as I suffer from acute arthritis. There was no change on the second day. It is unacceptable that there is no one in the hotel in the afternoon to redo the beds. Why don't you have any housekeeping on duty? What if there is any kind of emergency, like a broken pipe, and guests have to be moved? Why is there only one twin room in the whole hotel? Why do you allow people to smoke in the rooms and not clean or air them properly?

Stayed before our flight to New York, it was a very pleasant experience, no complaints from us. We had a meal in the pub next door and Rakesh was exceptional, he was on his own doing everything, greeter, waiter and barman, give this man a pay rise, he is a gem.