Kendal Central hotel

I stayed at Premier Inn Kendal Central on 25th July 2025. At checkout, I overheard Islamophobic remarks made by a receptionist in conversation with another guest. They did not realise I could hear, but I clearly did, and it left me feeling humiliated and degraded. I reported this to Premier Inn Guest Relations. They investigated, confirmed they would not dispute my account of the comments being Islamophobic, but refused to provide any remedy or compensation, citing lack of audio on CCTV and staff confidentiality. They also declined to explain what action was taken. As a Muslim guest, I expected Premier Inn to take a much firmer stance against discrimination and harassment. The response left me feeling dismissed rather than reassured. I am now escalating this to Whitbread Head Office and the Equality Advisory Support Service. I would caution other guests from minority backgrounds to be aware of how complaints of this nature are currently handled.

We had an enjoyable stay at the Premier Inn in Kendal. However it wasn't plain sailing. We booked as a group, 3 rooms for 9 family members. Unfortunately we were not placed near to each other initially. One room was in the main building whilst the other two were in the building across the car park. Initially there wasn't an attempt to try and remedy this situation. The young lady at reception with blue hair was spectacularly unhelpful. When we tried to find out rooms in the 2nd building, we couldn't because of poor signage. The blue haired lady huffed and puffed as she walked across the car park to the 2nd building which did not have our room on its signage, so it wasn't obvious we were there. When we politely asked about a lift, she rudely said that there wasn't one and clearly would have told us to "p*** off" if her job allowed her to. The lack of a lift was far from ideal as my parents are older and I have a small baby. When we reached our room, 209, on the 2nd floor of the 2nd building, it stank of smoke which someone had tried to disguise with a chemical which made things worse. However, the room was immaculately clean and had a lovely view over a park and homes nestled in the hills. Unfortunately, the smell was so bad that we had to request a move. In the end , it was a lady on reception who was very heavily pregnant, who helped my family (in two rooms in the 2nd building) move to new rooms in the main building. I am grateful to this kind lady, who is a credit to the organisation. Our new room was clean but I did note that the top of the handwash looked very grimy and the shower gel bottle in the shower was virtually empty. The breakfast was delicious and plentiful and all the staff in the dining room were exceptionally helpful and friendly. Overall, I did enjoy my stay here, the hotel is in a great location at a reasonable cost. However, the receptionist with blue hair needs further training in customer service. There should be more attention to detail with the bathrooms, making sure everything is clean and that everything is appropriately replenished.

Disappointing Experience at Premier Inn Kendal I booked three family rooms in advance, specifying that it was a family trip with kids. However, upon arrival, we were given rooms on different floors, which was inconvenient. One family room was particularly problematic, located outside the main building and accessible only by either exiting the building or navigating a lengthy corridor on the first floor and then taking the stairs down, with no lift available. The staff's response was unhelpful, stating that all rooms were booked and that this is how most Premier Inn properties are designed. And saying you are yelling at me while we raised a genuine concern. And encouraged to complain or leave review so people working here can take action on issues as there have been lots of complaints but nothing done. Given that we had traveled 5 hours to visit the Lake District, the lack of consideration for families with young children was particularly frustrating. I hope you will take our experience seriously and consider improvements for family accommodations.

This hotel has certainly gone down over the years that we have been coming to it. The facilities are poor the bar and restaurant do not open until 6 pm, the choice of drinks is depleted, no draft beer, limited choice of cans. The staff member was polite and friendly but she explained they were running stock down as they were closing down. Both of the fire doors were locked shut something I have noticed on previous visits, it was explained to me it was to keep out people who might cause trouble. The decor was tired and wall paper peeling. The bedroom was clean but basic with not much draw space, ok for a one night stay. The overhead shower did not work and the hand held one had no holder so it made hair washing difficult with only one hand.

Clean, comfortable hotel in a fantastic location for exploring The Lakes. Breakfast was great with very friendly staff on duty. Easy access to buses and trains from the hotel.