London Kingston Upon Thames hotel

When you initially arrive at the reception desk (which is on a different floor to the main entrance) you will find that no one is there waiting for you. At all. Because the hotel is so short staffed by upper management that every person working there is performing 2-3 other jobs simultaneously and they aren't available to greet new guests. So you have to press a button to buzz someone, somewhere, that you're in need of assistance. And then wait. And then wait. And then wait. By the 10th time you have pushed the button someone may finally arrive to check you in. But it won't be service with a smile, because again the staff are so run-ragged with other tasks that they can just about remember how to do the job you expect them to perform. Then you get into your room, and for the most part it seems nice - ours was spacious, and clean; the view sucks but it doesn't suck anywhere near as much as the experience of using the shower. The building is so old and/or badly designed that anytime anyone in the building has a shower you can hear the pipe system screaming a high pitched wail noise that sounds like a baby or a woman crying. It happens everytime you use your shower. It happens everytime anyone else uses their shower. And when you go to the (empty) reception desk to complain about it they will inevitably fob you off and act like this is something out of the ordinary, and that they will send "an engineer to fix it" (but they can't because it's a systemic issue in the building, and they must hear this complaint from every person who stays there.) And when you want your room cleaned, which you would expect to be provided daily, you actually have to go down to the (empty) reception desk before 12:00 each day to ask for this service or else it will not be performed. Now let's move on to room service. There's no phone inside your room to call for it at all. So we went down to the restaurant to ask if we could have food sent to our room. There was no staff waiting in the restaurant. (Do you see a common theme here?) So we waited to speak to someone to explain our request - and they looked at us as if we had 2 heads growing out of our neck, because apparently (after our "waiter" checked with their manager, and then pulled 2 pints for another pair of guests before coming back to us) finally told us that room service is something this hotel isn't even capable of providing so we had to get Deliveroo ordered to the hotel instead. The problems we had are not the fault of the staff at this hotel, the cleaning staff were very friendly and good at their jobs. The hallways were clean, our room was always clean to a high standard when requested, but the hotel is being severely mismanaged and it will inevitably affect your stay here.

We arrived for a weekend to attend Hampton Court 10k On arrival we had some questions both Vineesh and Andreina were amazing . We didn’t feel we were in a chain hotel their customer service was exceptional. Thank you and see you next year.

A lovely stay. Room clean. Breakfast all you can eat and plenty of choice. Vineesh on reception was proffesional,polite and very helpful..

We had a lovely breakfast at Premier Inn. The food was fresh, tasty, and everything was well prepared. A special thank you to the chef, Ardy, who was very friendly and made the experience even better with his great service and delicious cooking. We really enjoyed our morning and would definitely come back again!

I had a very pleasant stay at Premier Inn Kingston. The staff were very friendly and helpful. And I enjoyed a glass of wine after a day of work. I recommend it.