hub by Premier Inn London Covent Garden hotel

I went to London to see a couple of shows and booked to stay in Hub by Premier inn Covent Garden. Later that day, after I had checked in, I found that the two shower rails in my accessible room wouldn’t move and one of the panels came off which wasn’t a great start. I reported this to reception immediately but as it was a Sunday night, maintenance wouldn’t be available until 9am. I said that if this wasn’t fixed by noon, I was to be moved rooms. I tried the shower again the next day after they had fixed them and this time, got stuck between the grab rails, as neither would lift, apparently they are old and need replaced, which will be done after I leave sadly. I wouldn’t recommend this hotel for anyone with access needs travelling solo like me.

The Location is fantastic, and even if the room is small - it has everything you need. The double bed is against the wall so if two people sleep, it can be uncomfortable to get up during the night. We were disappointed since even if we requested our rooms (we have two) to be cleaned - they were not and we arrived late and tires and found a room not done.

I have been traveling the world for many years, staying at dozens of hotels every single year, and I have never encountered such disgraceful treatment, such pathetic service, and such a complete refusal of responsibility from hotel staff. This stay is nothing short of a scam. When I politely asked if we could check in a little earlier on the day of arrival, I was met with a cold and blunt response: “Absolutely not.” No courtesy, no effort to assist, no hospitality whatsoever. The so-called “double beds” are a joke – ridiculously small and nowhere near what is advertised on your website. The cleanliness is appalling, both in the room and throughout the hotel. The staff look exhausted, unmotivated, and treat guests with indifference instead of the basic courtesy and professionalism one expects from a hotel. For two days I repeatedly requested cleaning and fresh sheets. Yesterday I was brushed off with the excuse that I had to request it before noon – even though I had already asked and explained how important it was. The response was dismissive and insulting. Today I asked twice again, and even confirmed before noon. Nothing was done. We returned after a long day to find the room untouched. The staff’s answer? “We clean once every four days. If you want, we can give you towels.” No offer of a clean replacement room. No effort to send housekeeping immediately. Nothing. This is outrageous. This is not a hotel experience – this is worse than a run-down hostel in a third-world country. We booked six nights at your property, trusting your website and pricing that present the hotel as reputable and high-quality. That is a complete lie. What we got instead is humiliation, false advertising, and total neglect of paying guests. This is unacceptable, shameful, and damaging to your brand.

Unlike previous times at this hotel and other premier inns this was a disappointing time. We have always used the premier inns and been well satisfied and above all comfortable. Sadly this trip fell short. Firstly the check in at 3pm is far too late and to find a fee is charged to check in earlier is another money spinner. Next we find a room we have comfortably used before, devoid for some reason of a tea or coffee making facility. Free coffee and tea from the ground floor is offered but I would think most customers would love a tea or coffee on getting up. To have to go downstairs and carry 2, or may be more, hot drinks up to your room is ridiculous and slightly dangerous. We also found the hotel using a very cheap thin toilet tissue, obviously again saving finance. ( not forgetting prices have risen quite a lot). The tv service was poor as well with no programme information. We were also given a box of tissue in each room on previous occasions but not any more. No cups in the bathroom which were also a must. I would suggest that whist the company is at pains to save on cost it’s done so at the lack of comfort for its customers. We shall seriously be looking hard and fast before using premier again. I would suggest they review there new policies before they lose further custom.

The hotel is super central, very close to Leicester Sq and Covent Garden, very convenient if you are going to the theatre. The room was compact, but had everything we needed for a short break. I loved the light switches, they had a lot of options! The bathroom had a fantastic shower. Hand soap and shower gel were provided. Breakfast was good, also with gluten-free choices. I would highly recommend it!