Epsom Central hotel

This hotel is like a heat pump. The room was far too hot and it made me ill. When we arrived the window was already open and a fan was on in the room. The room was over 35c although the day was only 23c. I complained to the staff and asked to be moved to a cooler room. They said no and offered more fans. We ended up with 3 fans. They were very loud - over 80 decibels. In the morning out ears were ringing from the noise. I have made an official complaint to PI and asked for a refund due to their advertised guarantee of a good nights sleep. They have not honoured this promise or given a refund. Every time I went to the reception there was other people in their making the same complaints. It is truly awful. I had been a regular at PI all over the UK but I will never stay in one again after this - both the experience and the terrible customer service response from PI I feel very sorry for their team who were trying to manage this building which is NOT FIT FOR PURPOSE and is a health and safety liability.

Staff were friendly and really helpful, doing what they could to make our stay pleasant. Unfortunately they're dealing with the profit-hungry corporate ne'er-do-wells who clearly aren't bothered about whether anyone with a food allergy or intolerance goes hungry or whether someone using the dining room toilet might escape without dysentery or not... (indeterminate puddle on the floor, broken toilets and soap dispensers...!

Comfortable room as expected from this brand. We didn't have the best first impression as the guy on reception was dealing with something else and completely ignored us for 5+ minutes. Both times we needed extra milk the container in reception was empty and clearly hasn't been cleaned in a while. Convenient location for getting into London. We chose it for this and competitive price.

Lovely clean room and good value for money. The evening meal and breakfast was very good family as the children ate free.

As a whitbread shareholder I am so disappointed to have to say that this was disgusting, I hate to criticise the brand but it was so bad I can’t in all conscience not say this. The room is beautifully refurbished but filthy. Bits of toilet paper in the floor and hardly any in the dispenser, a dirty toilet roll instead with used toilet paper stuffed down the middle. No soap at all, it can’t have just been used as it was literally bone dry. We were woken by someone shouting, which turned out to be someone in housekeeping shouting at someone on her phone. The breakfast was scant. The lady was doing her best but there was no food. Asked for a piece of bread and she only had half a loaf of frozen. Waited for it to thaw enough to separate some. She brought out a plate of warm croissants and shared amongst the guests, they were lovely but not a breakfast for everyone. There is no running water in the filthy toilets, a large pool of brown liquid on the floor with just a sign stuck in the middle, and the stench was foul. We had to just take what we could back to the room to use the toilet and wash as felt dirty after going into the toilets. The person in housekeeping was still shouting at someone in her phone.