Luton (Airport) hotel

Arrived at hotel to find that all of the lifts were out of order and had been for some time. My room was on the 3rd floor, but a room of the same grade was found for me on the ground floor. The room was fine but as it was a "Premier+ room," there was no Nespresso machine, coffee pods, (I was told later at reception, that it had been stolen,) sweet treats in the fridge or an ironing board. To cap it all, on my way out, I discovered that the toilet was broken. I was informed that I would have to move to a standard room. I was unable to do so at the time as I was, as I stated, on my way out. Upon my return, just before midnight, I repacked my suitcase, collected the rest of my stuff and moved to another room. It was adequate but not what I had booked. I have stayed here many times. I was again staying for four nights and this time the stay fell way below the usual standard expected.

We stay here monthly for business, and it's going downhill fast. There are rats all over the car park and around the restaurant, and they're massive rats. The Premier Inn Plus rooms, which we always stay in, are not being maintained at all. The first room had a broken TV, so they moved us to another, which had screen damage. The hotel is not cleaned properly at all, I ran my shoe over the carpet and clumps of someone else's hair came up, and I mean clumps, so more than one guest. The Reception area is freezing with the Air Conditioning, which renders it less effective in the rooms. Our air conditioning was pointless. The room at times reached 34°C. We asked for a fan, but that didn't help; it just passed warm air around. We were also treated differently on this visit, as we come for business monthly and have never been offered a taxi or any other assistance. A lady of a different ethnicity was checking in at the same time. They told us to use the electronic boards to check in, whereas the lady was checked in by staff and was offered a taxi and various extras; we have never been offered that. We send around £1000 per month here. The premier rooms are not at the level advertised by Premier Inn; they are dirty, and the menus in the rooms are sticky - it's bleak. The staff fluctuates, and I think this depends on whether they can be bothered. There is one lady who works there that we see all the time, and she's lovely; she always tries to help. I think she's the manager we've met, and he is also really lovely. But the two lads working at this time's visit didn't want to do anything; they didn't even want to check us in.

Hotel reception member of staff was rude and very unwelcoming. When we approached the desk there was no hello, welcome, how are you. Just simply "whats your name". There were other examples of abrupt rudeness. A lesson in how to greet and welcome paying customers is very much needed. We would not out of choice stay here again.

Disgusting shower trap We booked this Premier Inn though Holiday Extras. We stayed here for an early morning flight at 2am I went to have a shower but the water started rising up to my ankles so I turned the water off and took out the trap to see why the water was not draining away and found the trap was clogged with long hair etc it was disgusting I was physically sick. W I complained they sent an email through Holiday Extras to only say sorry and that they would use the photographs as a training purpose for their cleaning staff . We were given a part refund of £28.00 as we had slept in the bed for 4 hours. We hadn't used anything else. I don't usually make comments on here but I feel like they just don't take any responsibility for what I found in the shower trap no customer care what do ever i just hope no one else had had these issues.

we arrived 3am after being dropped off at the wrong carpark by the airpark driver & had to walk to the correct one - lovely not arrived at the hotel - to find confusion with our booking due to online error.. SHIVA was at reception - he was the most helpful fellow you could ever wish for - he rectified the issue quickly & was fantastic!!! i never leave reviews--- but felt i had to on this occasion .. shiva is worth his weight in gold -- thankyou.