London Docklands (Excel) hotel

Great hotel and location. Staff were fantastic and you cant beat a Premier Inn mattress for comfort. Only complaint is the breakfast wasn't great unfortunately but we still enjoyed our stay.

Great air-conditioned room for hot days in London! Great hotel and very clean everywhere, good value for London and close to DLR for easy access to attractions

Total Disaster – Worst Hotel Manager I’ve Ever Encountered This wasn’t a stay — it was a full-blown nightmare. I’ve stayed in dozens of hotels around the world, and Premier Inn London Docklands easily ranks at the absolute bottom. But the crown jewel of incompetence here? The so-called “manager.” Let me be clear: this was hands down the worst hotel manager I have ever come across. Completely out of his depth, clueless, overwhelmed, and visibly irritated that guests dared to ask questions. The man didn’t have a single useful answer, fumbled through every interaction, and gave off the energy of someone who got dropped into the role without a minute of training. It was painful to watch — a total embarrassment to the brand. He had no authority, no problem-solving ability, and no business being anywhere near a reception desk, let alone managing one. It was chaos every time he appeared. To make things worse, the way he spoke — with a heavy, unclear French accent — made communication even more frustrating. That alone wouldn’t be a problem, but combined with his total lack of knowledge and professionalism, it just made every conversation more exhausting. His body language screamed, “I don’t care, just leave me alone,” and frankly, it showed in every part of the guest experience. And don’t get me started on the breakfast — what a joke. Food was cold, half the items were missing by 8 AM, and nobody was restocking anything. Scrambled eggs that looked like rubber, sausages like bricks, burnt bacon, and toast so dry it could be used as building material. Coffee machines broken or empty, and the staff couldn’t care less. People were left wandering around the buffet like scavengers looking for scraps. Disgraceful. Service overall? Nonexistent. Staff looked annoyed that guests even existed. Phones in hand, avoiding eye contact, no greetings, no help. Just zero effort across the board. Rooms? Meh. Walls thin as paper, noise all night, beds not even made properly. This place is falling apart both physically and operationally. Avoid this hotel like the plague. If this is what Premier Inn considers acceptable management and service, they’ve completely lost the plot. This was a complete waste of money, time, and patience. Never again.

There were lots of issues with this stay unfortunately: Other than the cleaners (who seemed lovely), I didn't meet a single member of staff who was remotely friendly or helpful. In fact, every ask seemed little a major inconvenience to them. The restaurant was terrible, telling us we needed a reservation when the place was completely empty. The bar staff didn't know how to make a simple drink. The food was then slow, even though nobody else was around, and also completely bland. The room was quite dusty, and I later found an old packet of sweets under the couch bed, meaning it obviously hadn't been hoovered properly. Also, the shower gel and toilet roll was almost empty on check in, meaning that also hadn't been checked or replenished when cleaning. Both mobile data signal AND WiFi were terrible. My phone couldn't even load a basic webpage most of the time. The location is useful if you have business at the Excel, but other than that, I don't think I'd ever consider returning.

Arrived to a warm welcome from Cynthia on reception desk and a very pleasant check-in experience. Premier Plus room was excellent and had air conditioning, which was a Godsend. Restaurant service good and food reasonably priced. Great bar service from Aqsa. Would definitely recommend.