London Hendon (The Hyde) hotel

Premier Inn, this is the Hendon one. Amongst general grubbiness, we found: * soap scum and other sticky, unidentifiable streaks and stains all over the bath, sink and toilets (including on cistern cover), * long, short, curly - you name it, dark hairs in bath, sink, shower, surfaces (we don't have dark hair so impossible to be ours) * Greasy or sticky patches, streaks or fingerprints on taps and other bathroom handles, and on the glass mugs presented for coffee/tea * somebody else's used tissues hanging around, * dirty looking towels that we chose not to use but placed in the bath (as per their instructions) to indicate they need to be replaced in the morning, but were just hung back on the rails instead. * crumbs all over surfaces, carpets and alongside of the bath * our personal favourite - instant noodle debris in the kettle. The kettle lid was open on entering the room, by the way, so whoever had been pretending to clean it could have seen it just as quickly and easily as we did, as they are the ones who opened it, but just left it. Similar or worse conditions were found in 4 other rooms that we either stayed in, or refused, over the space of 2 nights/3 days. Promises were made to thoroughly clean the room, but all that was done was bin emptying and placing the towels we had put in the bath to be exchanged being hung back on the rails instead. More promises were made to deep clean it again, but still no improvement. Oh, and reception staff told us that they couldn't replace the dirty towels for us till the following morning at 8am because cleaning staff had 'gone home'. Really? Supposed to stay there for 5 nights for work, but finally persuaded them to refund us for the 3 nights not yet used (which they were VERY reluctant to do despite us trying after just the first night) so that we could move to a Travelodge instead. This was more expensive, no doubt because it was a last minute booking, but it was clean. Shouldn't be too much to expect. On returning home, tried to claim for the first two nights under Premier Inn's "Good Night Guarantee", which aims to compensate you for a bad night's sleep. Example: Air conditioning present but not working, bed uncomfortable. It states "You may claim a refund of your room charge for each night that you do not have a great night's sleep at a Premier Inn". I'd suggest being asked to sleep and bathe in someone else's filth, and being asked to make a cup of tea with instant noodles floating around in it, and having to plead fruitlessly with staff for things like a bit of a wipe round, vacuum, or - heaven forfend - clean towels is enough to make anyone feel stressed and grossed out enough to sleep very poorly. However, the alleged manager of Guest Relations claimed that room cleanliness doesn't count (despite this not being excluded anywhere in their T&C's). Room cleanliness doesn't count???? Can he hear himself?? Eventually, after 2 hours on the phone, they begrudgingly agreed to refund the £118 for 2 nights, including breakfast. They initially offered £31 then £49, but I refused to go away. I asked, as a goodwill gesture to restore faith in Premier Inn as a company, for them to also reimburse us for the additional costs we had incurred as a direct result of having to move hotels - £129. He point blank refused, saying that it would 'open floodgates' to other claimants. Not if they had clean rooms and people didn't have to abandon their stay, it wouldn't. He backed that up by also saying we 'chose' to go to another hotel and imagine if we had 'chosen' to "fly to Swansea" (from London - and I've no idea where he plucked Swansea from), they shouldn't be expected to pay for the airfare and new hotel costs. I pointed out that he was now just being ludicrous, and that we had done no such thing and, besides, what were we supposed to do, sleep on the streets till our remaining 3 days of working away from home was finished? So anyway, suffice to say, think VERY carefully before booking with Premier Inn. On one hand, the cleanliness issues may well have been isolated to the Hendon site (the site manager did admit to ongoing incompetence problems with cleaning staff). However, the ludicrous and dismissive attitude of the supposedly senior Guest Relations staff, who work on a national level, highlighted to me the true nature of the organisation. They'd rather hold tightly to a couple of hundred quid when they have badly failed, indeed disrespected and humiliated a guest, than restore our faith and keep us as long term customers. A tiny proportion of the photos we took as evidence are attached. See less

It was nice experience. Also would like to add Priyanka was extremely polite and supportive.

Me and my friend we both are in wheelchairs and we travelled alone. When we checked in nobody came to the desk, even though we rang the bell and we had to wait until someone came. In our room the bathroom door was very difficult to handle for a person in a wheelchair. But what shocked us the most was the fact that everytime we wanted to walk the hallway, the cleaning trolley was in the way and we couldn’t pass. One time there was a bed too. And the cleaning staff was very rude and even told us once that she doesn’t have time to make space because her time was limited and she was on the same floor FOR HOURS. She also told us to book a room next to the lift next time. What a rude thing to say when it’s not our fault that we need an accessible room and it was located down the hallway. I’ve never met such a rude hotel staff in my entire life and I’ll definitely not coming back.

Everything went well. Stay was quiet and nice. Also staff are brilliant specially Priyanka Chalaliya specifically was very polite and supportive

I had a wonderful experience at Premier Inn Hendon, thanks to Krupa Prajapati at reception. She was extremely welcoming, polite, and professional from the moment I arrived. Krupa went above and beyond to ensure my stay was comfortable and stress-free, always assisting with a smile and a positive attitude.