London Hammersmith (Shepherds Bush Road) hotel

Im a regular at this premier inn, I stay for work and Diana, always remembers my name, greets me with a nice smile and starts checking me in from the moment I walk through the door. What an excellent high value asset for your company

Very disappointing stay, even more disappointing customer service As a regular Premier Inn guest for work trips, this was by far the worst experience I've had with the brand. On arrival, there was a major water leak in the bar area, with water pouring through the ceiling and near light fittings. It was noisy, disruptive and didn't exactly inspire confidence. The restaurant was subsequently closed, causing further inconvenience during the stay. Unfortunately, the problems didn't stop there. The hotel itself felt tired and poorly maintained, the shower fitting in my room was broken, and at one point I lost power in the room entirely. What was most disappointing was that these weren't isolated issues – there were multiple problems throughout the stay that collectively made for a poor experience. While breakfast refunds were provided due to the restaurant disruption, I felt this didn't come close to reflecting the overall impact on the stay. I raised my concerns with Premier Inn after returning home. To their credit, they acknowledged all of the issues and apologised. However, despite accepting that the stay fell below the standards expected, they declined to offer any compensation whatsoever beyond the breakfast refunds already received. Mistakes happen, and I can understand unexpected issues arising. What I find harder to accept is a company acknowledging several significant failings during a stay and then deciding that no meaningful goodwill gesture is appropriate. Sadly, both the stay itself and the handling of the complaint have left me with little confidence in Premier Inn going forward.

Our large family (7 people, grandparents down to 10-year-old) had a very comfortable stay with this affordable and convenient hotel. The staff made all the difference. We had special allergy needs and mobility issues that were completely accomodated by a cheerful front desk and housekeeping crew. Highly recommend!

Location is good. Reception was lovely. Rooms are clean, tidy & small. We had a double room. You have to let reception know right away if you wanted your room cleaned on the 2nd day if you’re staying for two nights or more. Breakfast was ok need to cover items & watch out for fruit flies few of them around the muffins & all that. Lots of choices for breakfast. If you have an allergy like I do your given a blue folder to read before taking your order and then told they can’t take responsibility for Cross contamination. You mind yourself. Staff will watch you like a hawk in case you take any food away with you and will pull you up if they see you put something in a napkin for later . It’s very unprofessional of them & embarrassing for your customers. Keep hovering around your table or near your table & let people in reception know if they think you’re bringing some food back to your room. My husband saw & heard them talking when he was passing by. It’s not cheap £386.96 for two nights B & B. But if you want a stopover it would do. I personally wouldn’t stay more than two nights. I think the way staff act with taking a few bites out after breakfast put myself & my husband off on returning to the Hotel.

I stayed in Room 127 for two nights and was extremely disappointed with both the cleanliness and overall condition of the room. The bathroom (wet room) was in very poor condition and appeared to require extensive descaling throughout. The shower leaked badly, allowing water to flow into the bedroom and underneath the carpet. The silicone sealant was cracked and peeling away, and the decorating in both the bedroom and bathroom was substandard, with paint overlapping onto ceilings and adjoining walls. There were also several maintenance issues that require attention. The corner of the wardrobe was cracked, the shelf used for the hairdryer was loose and in need of repair, and the bed frame was damaged. Thick dust was present throughout the room, indicating that cleaning standards had not been maintained. The chair in the bedroom was heavily stained, and the condition of the chair in the wet room was particularly unpleasant and unhygienic. My experience in the bar and restaurant was equally disappointing. Service was extremely slow despite the venue not being busy. I waited a considerable time for my drink, which arrived only one or two minutes before my food. After finishing my meal, I waited approximately 25 minutes for my plate to be cleared and then a further 25 minutes to receive the bill. Overall, the standards of cleanliness, maintenance, and service fell well below expectations