London Croydon Town Centre hotel

I stayed here at the end of August. The positives are clear: the room itself was lovely, very spacious and comfortable, and the bathroom had a nice shower. However, there were several issthat made the stay less enjoyable. The hotel was very busy, and this was obvious in the service. My keycard stopped working daily (sometimes twice), and each time I had to wait at reception - on a few occasions for up to 10 minutes - before anyone came to assist. There was also one lift available for a full hotel, which led to constant delays. On my last day, I requested room service because my bins ere full and toiletries had run out (including toilet paper), but was told my room had been "accidentally" missed and could only be cleaned the following day - which was unhelpful as I was checking out. I ended up having to buy my own basics which is not what you expect at this standard of hotel. Overall, while the room itself was very good, the lack of consistent service and long waits left me disappointed. Will not be staying here again!

Both screens to check in were broken. We couldn't get a door card so had to ask every time to be escorted to our room. When we got to our room they only made 1 extra bed up and not two so had to wait for bedding. We didn't get told about what time breakfast was or about the discount for parking. We also had emailed before our stay asking about the height of the carpark to check our car would fit. No reply. Also at breakfast there was only one lady on to serve and replace the food, seat guests and clear up. She was working hard but very understaffed. Also the draft beer wasn't working and just needed gas, server didn't know how to change it. Only one lift working as well and the other one had the controls held on with parcel tape. Been to loads of premier inns and always been great. This was very very poor

We stayed at the Croydon Town Centre Premier Inn Hotel between the 27th-31st August and purchased the meal deal for the entire stay. This was great value for money since the food was delicious and exceeded our expectations. We were served by a waitress on the 30th, on Saturday evening and she was clearly under a lot of pressure due to staff shortages but went out of her way to make our last meal an enjoyable one. When we checked in we got room 212 which was fine up until we spotted that the toilet lid was badly broken which we immediately reported to reception, who were very surprised and apologetic and quickly offered us a different room (room 328) which turned out to be a fantastic for our needs. Unfortunately, we requested in the middle of our stay to have a room clean, however, it was not done due to again the staffs shortage. Our overall stay was good, however, it was very clear that the hotel was severely under staffed resulting in a poorer quality of service than what we experienced in the past at this location and other Premier Inn hotels. Although the staff were obviously under a lot of pressure, they were very committed to making our stay a success, especially Teresa, who was the only waiting staff on the breakfast shift, for our entire stay and without her tremendous passion and commitment to serving the guests, in every way called upon to help, ours and the other guests stay would have been an absolute disaster. Teresa is a great asset to the company and should be recognised as such. It's because of her strong will, determination and care for the guests to deliver the best possible service, which was very inspiring to us especially our teenage daughter, that we would consider returning to this location in the future. However, it is only reasonable for customers to get the best quality service they have paid for and this clearly cannot be delivered without the right amount of staff and if this was the case we would have given a much better rating and had a better experience. We recommend that management takes this into strong consideration to make this a reality for future guests.

The bathroom had to be cleaned by me before my children could bath, my mother bed was covered in pee stains as was her duvet, the menu was limited to children even drinks, the baths are very slippery. My mother slipped and badly hurt herself. There was one member of staff who made the experience slightly better Mabel was amazing otherwise staff were unfriendly and unhelpful

Great place to stay! Wonderful hosts and service! Teresa was especially helpful, answering our travel questions, thanks!