Harlow North (Harlow Mill) hotel

We regularly stay with Premier Inn and have always had good experiences, which is why this stay was so disappointing. We arrived at around 2:00am after a delayed flight from Stansted Airport, exhausted after being awake for almost 24 hours. All we wanted was to get some sleep before facing a four-hour drive home. Unfortunately, we were initially allocated Room 35, which had not been cleaned or prepared. We returned to reception and were then given Room 108, only to discover it had clearly already been occupied, with obvious signs that guests had been staying there. The receptionist was excellent throughout. He was polite, apologetic, and genuinely did everything he could to help us. This situation was clearly not his fault, and I want to thank him for the way he handled a very difficult situation. Sadly, despite his best efforts, there were no clean rooms available. After waiting until around 2:30am, we had no option but to leave the hotel altogether and drive the four hours home completely exhausted. It is simply unacceptable to arrive with a confirmed booking and find that the hotel cannot provide a clean, ready room. While the member of staff on duty deserves recognition for his professionalism, the overall management of the hotel that night fell well below the standard we expect from Premier Inn. We are still awaiting a resolution and refund from Premier Inn. I hope they will investigate what happened to ensure no other guests have the same experience.

Absolutely horrendous from arrival through to the customer service response when asking for a refund under the good night guarantee. I am an avid Premier Inn user due to the quality of the rooms, accessibility and staff. After this visit I am reconsidering my custom. The receptionist was rude on arrival, the we discovered there was no air conditioning. Clearly the filters on the premier inn website thought it did. Then it went downhill from here. The rooms were disgusting. Not clean and the carpet was horrendously stained. The accessible room was tiny. I could barely get my wheelchair inside the door, and could not turn it around at all. I could not access the side of the room with alarm button. Our friends were in a separate room and walked in to find a fan totally covered in dirt and dust and 6 spiders hanging out in the room along with full webs and cobwebs. When we asked the receptionist to clean the room we were told it was clean. If we could have cancelled and left we would have. Now I’m trying to get a refund through the “good night guarantee” and have been met with resistance. None of us slept and had to cancel our trip to London due to the amount of pain and exhaustion all four of us are feeling.

We stayed one night before going to a funeral.It was basic.Clean except for the curtains. Bed was comfortable.Shower over the bath was easy to use but it would be much more convenient to have no bath and a walk in shower. The staff were exceptionally friendly and helpful. The breakfast was good and plentiful.The lady that served us was very welcoming and helpful.A cheerful start to a sad day. The overall experience was not a reflection of the portrayal on television. Cheap and basic.

Tired hotel in need of refurbishment. No air-conditioning but we knew before booking and they did provide a fan. The door to the room had to be virtually forced open and closed as it had expanded and dudnt fit the frame. The room was made up as a family room and had three beds, even though we booked ahead as a couple. The beds meant we had no room to sit and no room at one side of the double bed. The toilet bowl rim had dried urine on it, which I had to clean off. The shower head exploded when turned on, sending water all over the bathroom. The reception team did fix that quickly with two replacement heads, the first replacement failed again but the maintenance man managed to find another by taking one from another room. When I did eventually manage to get a shower, the soap dispenser was totally empty. Aborted shower. We ate at the Beefeater next door, the staff were friendly and the food was ok but it was again very tired and in need of refurbishment. I did complain to the management about the cleanliness of the room and the general experience and I was offered a refund of the meal deals, which I thought was quite generous. I haven't actually received that yet but as the stay was only 6 days ago maybe I still will, who knows.

Need an update Very hot rooms It was a hot day No AC just a fan so very uncomfortable night sleep Everything else staff, food, parking was fine