London City (Old Street) hotel

I booked the City Road property for three nights from 20th April 2026 in order for my wife to attend Moorfields hospital to have her eye removed. We were delighted with our room 1207 when we arrived, we had dinner and went up to bed. My wife needed an early night because we had to get up at 6am in order to arrive in good time for her surgery. It wasn’t until we had changed into our bed clothes and went to brush our teeth that we realised there was no hot water. My wife went to bed, already stressed at the prospect of life changing surgery in the morning. I dressed and went downstairs to ask if water might be hot in the morning. The member of staff I spoke to was very helpful but explained that there was every chance we would not have hot water in the morning. She blocked off an alternative room for us to move to in the morning on the 11th floor. She was unable to offer me a key until we checked out of our room and suggested I came down in the morning. I barely slept. There was no hot water in the morning. At 6am I went downstairs and explained the situation again to the young man in reception. He had been briefed. After some while he gave me a key to a room on the 12th floor, room 1222, he explained I had to leave 1207 by 7am because in normal circumstances he could not do a room transfer until we had left the room 1207. None of this was of our making. I shepherded my partially blind wife to 1222 from 1207, some distance away. She was partially dressed but needed a shower before she went into hospital. I then had to go back to room 1207 and pack everything and move it to room 1222 in the opposite corner of the building. The idea of arriving early was to make the process easy and as comfortable as possible for my wife. In practice the whole thing turned into a nightmare, we arrived, exhausted and stressed at the hospital just on time. Her two hour surgery was successful and the cancerous eye was removed. Complications set in which meant she did not return to the hotel. I had pre booked breakfast and dinner for three nights, much of which we did not benefit from. I did try to order some extra starters but it seems the ‘computer said no’ there too. On my last night I actually ordered two dinners for myself because the system would not allow me to order two extra starters. It was daft but I was quite exhausted by then. The staff have been very sympathetic throughout and I make no criticism of the young people you leave to run the place. They clearly operate within very strict parameters. I do strongly resent paying for our first night at the hotel. It was severely disrupted by the absence of hot water and the inability of your system to provide some relief without me breaking my back and creating anxiety beyond belief. Most people would, frankly, have lost it. We did all the running to work around your system and we were ourselves in a very challenging situation that actually worsened at a personal level. That’s not your fault, but providing a room with hot water you are responsible for. We are strong supporters of Premier Inn, we choose your properties over others all the time. We even bought two of your beds for holiday business.

Fabulous hotel with excellent service, clean rooms, comfy beds, breakfasts that were good value for money, helpful staff and excellent public transport links.

We have stayed here several times in the last couple of years but had not previously met Wojtek. Perhaps he is new to this location? The man cannot do enough for you, from personally getting towels and toilet paper to responding to every single request with impeccable manners and speedy efficiency. I mentioned to him that our mattress didn't feel the best and he immediately changed our room and then checked to make sure everything was ok. We watched him with other customers being equally as helpful and polite. He brought the meal deal to our attention which was great value. Wotjek is a considerable asset to this organisation. He has a warm, welcoming and engaging personality and, at the same time, he is efficient and knows his business. This warmth and personability pervades the establishment which creates a warm inviting atmosphere. We will definitely return - this is our favourite Premier Inn, but on this occasion Wotjek made our stay very special. Well done to all the staff but Wotjek stands out as a special person.

Extremely warm welcome. Efficient and comfortable. Third time we've stayed here and will stay again. Close to Old Street Tube station. The breakfast/dinner meal deal is good value.

Great stay as usual. A good clean comfortable stay. A goods night’s sleep. A great breakfast. I’ve stayed here many times before.