Luton Town Centre hotel

1st impression was the glass facade at entrance was very dirty as well as the immediate area of the building. 1st room we received was a bombsite and obviously hadn't been prepared. 2nd room we couldn't get in because keys didn't work, when we were able to get in the smell of dampness was overpowering. The floor to the toilet was at a different level so you kept tripping every time you went in. When I had shower later the shower tray filled up because the drain was blocked. Had breakfast and it wasn't value for money and in the restaurant area the floor was sticky making the feel of the place dirty, there was also tables with dirty dishes not been cleared away and had been like that for ages by the looks of it.

Lovely location, bed to die for and the 2 staff on last night were amazing. Cannot remember their names but she had purple coloured hair and glasses, he was mixed race. They were so so lovely. Helpful, friendly and a pleasure to meet

Formal Complaint and Full Refund Request – Rooms 501, 503 and 511 Dear Premier Inn Customer Relations, I feel genuinely sad writing this complaint. I have stayed in many Premier Inns throughout the country due to my job and have never had a problem. This is why I chose Premier Inn Luton Regent Street when travelling from the Isle of Wight with my nieces for a wedding. We arrived on Saturday 22nd August and were allocated rooms **501, 503 and 511**. From the start, the hotel entrance and lifts were extremely dirty and appeared not to have been cleaned or vacuumed for days. My room was disgusting. There was chocolate on the sockets, dust everywhere, a dirty carpet that had clearly not been vacuumed and faeces left in the toilet. I felt physically sick. My nieces experienced similar problems in their rooms, including dirty carpets, dirt on the walls and filthy toilets. One room had a terrible smell, and there appeared to be mould on the bedsheet and around the sink. I reported this to the manager and later asked for another room. A member of staff showed me another room, but it was just as bad. When she opened the toilet, there was faeces down it. Even she screamed and apologised. By then it was nearly 10pm and I was exhausted after travelling most of the day. I was extremely disappointed by the manager’s attitude. She told me her housekeeping staff were not cleaning properly and made a comment about being fed up with them, suggesting this was an ongoing issue. I explained that, as manager, rooms should be checked before guests are given them. Eventually I was shown room 511. It was not great but slightly better, and by then I felt I had no choice but to accept it. The following morning, breakfast was provided free of charge. However, the fruit was uncovered and surrounded by fruit flies. We had to ask for it to be replaced and for food to be covered. This experience completely ruined what should have been a lovely family weekend. I am particularly upset because I have always trusted Premier Inn and have never experienced anything like this. I have photographs showing some of the issues. Given the condition of **all three rooms (501, 503 and 511)** and the distress caused, I am requesting a **full refund for all three rooms**. I hope Premier Inn will investigate this seriously and respond appropriately. Kind regards, Safina

We really can’t fault the staff at the Luton Town Centre Premier Inn. They were all extremely pleasant, welcoming and helpful throughout our stay. There was no chair with arms available in our accessible room, which my husband needs to transfer safely from his wheelchair. I approached a member of staff, who kindly showed me around the dining room so that I could choose a suitable chair. She then insisted on carrying it all the way up to our room for me, which I thought was exceptionally helpful and went above and beyond what was expected. We also had an evening meal in the restaurant. My husband had the prawn linguine and I had the salmon, and both meals were very nice and reasonably priced. Breakfast is always very good too, with plenty of choice and everything presented to a good standard. The only negative during our stay was the constant noise from the bathroom extractor fan. There is no switch to turn it off when the bathroom is not in use, nor does it appear to be on a timer. Apart from the constant noise, it also seems unnecessary for the fan to be running continuously when the bathroom isn’t being used, particularly from an energy and electricity consumption point of view. It would be worth considering whether a timer or separate switch could be fitted. We always choose a Premier Inn accessible room because my husband is a permanent wheelchair user, and we know that the accessible rooms — particularly the wet rooms — are designed to a consistent standard. We also find that the breakfast and evening meals are consistently good, and overall the hotels offer excellent value for money. For these reasons, Premier Inn is our first choice whenever we need to stay away from home, and we will certainly continue to choose Premier Inn in the future. A big thank you to the staff at Luton Town Centre for making our stay such a pleasant one.

⭐ Very disappointing – Premier Inn Luton Centre Unfortunately, this was one of the poorest Premier Inn stays I’ve experienced. The parking area was absolutely disgusting, with rubbish and discarded items left around the car park. It was dirty, poorly maintained and gave a terrible first impression on arrival. The room was also far from acceptable. The photographs speak for themselves — the room and furnishings were dirty and clearly in need of better cleaning and maintenance. This is not the standard I would expect when paying to stay at a Premier Inn. To make matters worse, when checking in I witnessed a member of the reception staff dealing with another guest in a very unprofessional manner. Whatever the circumstances, the interaction was uncomfortable to witness and certainly didn’t give the impression of good customer service. Overall, dirty parking, a poorly presented room and disappointing customer service. I would expect considerably better from Premier Inn. I certainly won’t be rushing back to this particular Premier Inn.