London Croydon (Purley A23) hotel

Couldn't ask for a better place to stay , staff were so lovely and welcoming. Breakfast: good choice of food & full breakfast was nice & hot !!

On arrival there was a young man at the desk. He was pleasant enough but was of limited use. Incident 1 We requested 2 rooms both with twin beds. I called the day before our stay to confirm this and was told it was fine and sent a confirmation email. On arrival we were told one room had a double and single bed - which was not a proper bed at all. This was not what we were told at reception. We did not request nor pay for a cot bed. Incident 2 Whilst we were aware of there being an outstanding charge for one of the twin rooms (no one has yet adequately explained why there was a need for a charge). The charge of £5.00 is clearly stated in the invoice. On arrival we were told this was £7.00. Again, no real explanation as to why the differing amount. Incident 3 The receptionist apparently offered us 'Free WiFi' as a gesture for our complaint about the room. Was he not aware that WiFi at this hotel is included. This suggests poor training of staff.. Incident 4 No explanation of how to use the room card to enter lifts or doors both in and out of hotel was given. We were left to guess. Incident 5 Reception did not ask if we had a vehicle and no mention was made about the need to register our vehicle. Incident 6 We have subsequently received 2 parking fines and as I understand it the manager can cancel these tickets but when I contacted reception the woman was somewhat dismissive and offered no help beyond contacting the parking company directly ourselves. Air con would be a plus and a fridge in the rooms as well as herbal teas as an option both in the rooms and at breakfast. Overall not a pleasant stay and whilst this was nothing to do with the room itself but all to do with customer service.

Never been so humiliated in my 80 plus years of life. I with two other mature ladies, stayed at the Premier Inn Purley earlier this week to go to a meeting in the evening. On returning to the hotel we needed to discuss the meeting as one of the party was leaving early in the morning. We convened in one of the bedrooms poured ourselves a well earned drink. Started to discuss the meetings and our next meeting, a knock on the door telling us we were making to much noise!! Like I said we are mature ladies, myself having serious health problems. I do not talk loud. We were shocked but continued to finish our business. Another knock on the door, a very rude member of staff, demanding to know how many people were in the room and ordering us to go back to our own bedrooms. He was very unprofessional, rude and disrespectful, even suggesting that if we needed to carry on partying he would show us the Kitchen. In the morning i asked to see the Manager, explained I had a rather personal complaint and needed to speak to her in private. Her private no office offered, she proceeded to take me to a full restaurant to discuss my issue, I refused to speak in front of other people so my complaint was dealt with in the corridor. I have been a paying guest at this hotel for the last four years staying fives times a year. NEVER again

We have stayed at this Premier Inn for several years, usually 4 or 5 times each year, when attending evening meetings in the area. Until now, our experiences have always been positive, which makes this particular visit even more disappointing. Three of us stayed at the hotel, with one room on the ground floor and another on the first floor. After returning from our meeting at around 11:15pm, we briefly gathered in the ground floor room to debrief and discuss the evening, particularly as one of us needed to leave very early the next morning. We were simply sitting and talking quietly. The room was clearly a family room with an adjoining door, and at one point we heard knocking from the other side, which we found strange but thought nothing more of. Shortly afterwards there was a very aggressive knock at the main door. A member of staff named Lezley demanded to know how many people were in the room. We replied that there were three of us, and he immediately stated that there had been a noise complaint. We politely explained that we were only talking about our meeting and were definitely not making excessive noise. However, his attitude became increasingly aggressive and rude. He repeatedly ordered us to “return to your own rooms immediately” and even suggested we “go into the kitchen” if we wished to continue our conversation. All three of us are mature ladies, and we were genuinely shocked and embarrassed by the way we were spoken to. We felt as though we were being treated like naughty schoolchildren rather than paying guests. We attempted to explain ourselves calmly, but his manner remained confrontational and dismissive throughout. The incident completely overshadowed what had otherwise been another routine stay. We have always chosen this hotel because of previous good experiences, but after being treated in such an unnecessarily rude and aggressive manner, we are now seriously reconsidering whether we will stay here again. One of us intends to contact the guest relations team directly regarding this incident, so at present we can only wait and see how they choose to address the matter. Unless we receive a sincere apology regarding the behaviour of this particular member of staff, it is highly unlikely that we will return.

5/5 - Marcia was a lovely waitress and couldn’t have done any more for us. 5/5 - Alishba was friendly and gladly made us extra poached eggs with a smile.