London Hanger Lane hotel

I’ve stayed in many Premier Inn hotels, and am usually very happy with the experience. You know what you’re going to get, and they’re well priced, comfortable and convenient. Every time I’ve stayed in one I’ve received an email within a couple of days asking for feedback. Not this time though, which I think is the biggest tell. We stayed at Hanger Lane for a concert at Wembley Stadium, which proved to be more difficult to get to than anticipated. On arrival reception was quiet. I had checked in online and had a QR code to use at the self check in machine. The machine found my booking, but then kept saying there was a problem and wouldn’t complete it. Neither of the people on reception were paying any attention to this. Other people came in and failed too. I stood for a while at one desk, while the male receptionist was dealing with a customer. When he’d finished he walked away without a word and went through a door and disappeared. By this time, the queue for the female receptionist was out the door. I tried the other machine, with the same result, right next to her desk. She completely ignored what was happening - I must have been in the foyer for 15 minutes by now. I eventually spoke to her between customers and she said her colleague was back at his desk. So, I went back to him, and was checked in without any niceties. He asked questions very quietly so that I had to keep saying pardon, and he very obviously didn’t want to be there. You get what you pay for, but Premier Inns usually have much better customer service than this. The room was fine - I was just a bit peeved by the time I got to it. Breakfast the next morning was good. We were taken by surprise on our way back to our room, by a gentleman on reception actually greeting us with a ‘good morning’. Our expectations were low by this point. The journey to Wembley Stadium isn’t the best. It’s on a different tube line to the hotel, so a bus is your best option. Unfortunately, the roads were gridlocked due to an RTA so we had to walk most of the way in the end. We tried to get the bus back afterwards, but they closed the road outside the Stadium so the buses weren’t coming through, so we walked a fair way and then got an Uber, which was far from ideal at midnight. So, in summary I wouldn’t stay here again for two reasons; the customer service, and the transport links to Wembley Stadium.

I can't emphasise how brilliant the staff were at this hotel. We stopped 2 nights in room 337. The room was clean and quiet and cleaned the following day when we returned from a day out. Breakfast spot on! They were very helpful with providing information regarding getting around London. A special thankyou to Migma .....on our arrival we were too early to check in so ordered a coffee and she gave us a complimentary plate with 2 muffins and croissant. It was so thoughtful and kind. She had such a warm smile everytime we saw her during our stay. Also a huge thankyou to the receptionist (didn't catch her name) who was also very helpful when we arrived. I would recommend this hotel on its staff alone!!! We were situated just outside a tube station and short walk to bus stop which we used to go to Ealing for some shopping which was a lovely area. Main purpose of staying was to see Coldplay

A real shame for staff who work at this hotel, one lady was pretty much on her own when we arrived running reception/check-in and the bar. The restaurant was closed, I assume due to no staff and the rooms were not ready at 3pm. The QR codes did not work to check in so the one member of staff had to close the bar to physically check everyone in. When we arrived back to the hotel at 11pm, there was a security guard hiding in reception and the bar was closed and in complete darkness! I felt sorry for the minimal amount of staff that were clearly working hard to keep the hotel going!

Stayed here for the Coldplay concert at Wembley stadium, price excellent, location excellent, car parking was a little tight but that’s just because we have a big car. Checked in via the screens and reduced rate of £15 for 24 hours parking. Room on 4th floor with view of Wembley stadium from window. Nice size room, clean, tidy and spacious. Good hot shower in the morning. Breakfast was spot on and great value for the price. Lovely friendly service from the ladies Migma, Seharun and Indu. Recommended

Very clean hotel , helpful and friendly staff Nevlyn and Antao were lovely at breakfast. Even when there card machine failed they soon sorted it and kept apologising