Staines-upon-Thames hotel

Stayed here several times, as it’s brilliantly placed for Thorpe Park. My daughter and I extended our stay from 1 night to 2 with no hassle. Breakfast was great as usual. Big problem with the shower on the first morning as the fittings had broken, meaning a furious jet of water was shooting over the ceiling, doors and walls but duty manager Tia was brilliant, along with her senior housekeeper, who changed the complete fitting and rectified the problem in minutes. Both evenings, we enjoyed good, hot food from the restaurant on site, looked after primarily by the truly lovely Ana and her colleague, both of whom (although absolutely rushed off their feet, trying to do reception, bar service and front of house - PI management; they need one more colleague with them!) were brilliant. Both ladies made us feel so welcome and were absolutely cracking at their jobs. Very good - thank you ever so much and see you next time. Room 106.

Arrived Sunday at 2:50 after travelling 4 and half hours . The Asian gentlemen that came out the office was abruptand very unprofessional he stated you can't book in yet we was busy yesterday and the staff are still cleaning rooms and the arrival time is 3.00pm . Then to top it of even though my company had paid my expenses and I shown him the copy of the booking he said I would have to pay to stay I also said do you have internet and he stated no ,I spoke to the company and they asked to speak to him ,they explained that it had been paid he wouldn't have it .He kept handing the phone back to me and ignoring me and the person on the line and carried on dealing with new customers it was explained that they had just reconfirmed it had been paid by emailing him direct after asking his name he still carried on saying it wasn't.He then went back in the office came out with his coat on and said he as asked someone else to deal with it and left the building . In the end I just paid it as neither me or the company was getting anywhere. I spoke with my colleague that had arrived late that night and they stated they didn't have to pay. The next day a young lady was on she was brilliant she refunded the money I had paid and was apologetic and stated breakfast and evening meal had also been paid ,however breakfast no issue but the staff on the evening stated the evening meal was not and myself and my colleague would need to pay even though I explained that it was. Upon checking out 3 days later the young lady that I had recently dealt with me asked had everything been OK now it was sorted and when I told her that they had been charging us for our evening meals she couldn't understand why when she had informed them that it had already been paid by the company. The young lady was very helpful and pleasant but the man that was on shift on the Sunday needs re-training and interpersonal skills as his manorisim is appaling I was made to feel as I had just walked of the street and was trying to get a free room and meal infront of other customers .

We stayed here at the end of july 2025, parking was easy to find, just behind the hotel in the 2 rivers car parking, but it was very unclear on how we pay, there were no signs up if we paid in exit or if we needed to pay and display, but the end of our stay there was finally signs up. Rooms very clean, aircon only goes to 19 but we were freezing with this, so it worked perfectly. Breakfast was good, very short staffed though as the tables were full of plates and rubbish. Overall though, good stay.

Stayed 1 night after a trip to Thorpe Park, we had a family room 2 adults and 2 teenagers room was perfect and air conditioning worked well, there was just 1 pillow on each bed. We had a drink in the bar in the evening, great location with plenty of food options Self check in worked great and we parked at the 2 rivers shopping complex Brilliant stay would highly recommend

Stayed at the hotel as our daughter was graduating from Royal Holloway University. The hotel has a feeling like it is new and they were upgrading the self-check in area during our stay. The room was clean and comfortable and the staff were attentive and helpful, although there does appear to be a shortage of staff. We went for dinner the first night and our waitress was Ana. She was lovely, polite, friendly and attentive, and was also there when we had breakfast both mornings. For dinner service she appeared to be working on her own with a busy restaurant and people at the bar. The receptionist helped with some of the service but it was mostly just Ana who had to take care of everyone. The only downside to the hotel is parking. The car park at the rear is small and the spaces are tight so we had to go elsewhere. Also when staying for more than 1 night, any of the parking locally is only for a maximum of 24 hours so we had to move our car 3 times just to go out and come back to get another ticket for the next 24 hour period which was annoying and a little inconvenient. It also appears that the phones do not get answered at any Premier Inn hotels anymore. We stay regularly in them and like to call ahead but no one ever answers, no matter what time of day or night you call!