London Leicester Square hotel

I booked early check in for 11am. When I arrived I was told that my room wasn’t ready and I might not be able to get in until 3:30pm. I asked to change rooms and said anything for 1 person would be suitable as I had an appointment at 2pm that I needed to get ready for but was told no as fully booked and to pop back at 12:30pm to see if the room was ready. They advised me to get ready in the public loos. When I returned at 12:45pm a different lady was at the desk. She told me my room still wasn’t ready but that she could book me into a different room - making it clear to me that the previous lady had lied about the hotel being fully booked! I paid the same amount for a room for just myself as I had been quoted for a triple room with a view. I asked for them to remove the early check in fee as I hadn’t been able to get in at 11am at no fault of my own. After some push back, which honestly made me feel very undervalued as a customer, they agreed. They went on to say early check in is not guaranteed and it’s written in the small print when you book. However, they’ll gladly take your money for early check in which just seems inappropriate to me. They shouldn’t give you the option to book something they can’t guarantee and they certainly shouldn’t take your money for it. If you have a schedule, you can’t rely on this service. It makes it unlikely that I’ll return, despite a comfortable and quiet night’s sleep and adequate facilities in the room.

The location is great. Room was clean but it was ready for a paint and the bathroom needed a good clean, hair still in the plug hole so slow water flow in the bath. No opening window so the room felt stuffy and very little natural light. Staff are limited, covering reception and breakfast in a morning. Stock was low on food availability so either sat waiting for items to be replenished or asking staff to restock. Poor for the money, which hasn't always been the case in other inn's. Charged early check in even though a room was available anyway for us to put bags in but we needed to charge and leave phone for a bit so paid the additional £15.

We had a lovely one night stay to go to a show in the West End. The staff were very friendly and helpful. The room was very comfortable although a little dark as we had one of the rooms that overlooked a wall. The location is fantastic and I would stop here again.

We booked and paid extra for an early check-in. When we arrived there were no rooms available. The receptionist tried his best but his manager was rude, unhelpful and tried to hide from us.

We chose the Premier Inn, as we've had great experiences there. However, we were left disappointed this time. The welcome was poor and our pre paid early check in was delayed. The response to us asking if the fee we paid for the early check in would be refunded, ' no because it's subject to availability '. I find this unacceptable. Whilst many staff were lovely it is obvious that there is a shortage of staff, and some staff were quite miserable. On the plus side. The bed was comfortable, and although it's the smallest premier inn room we've ever had (just enough room to get round the bed) it was clean and served it's purpose. The location is spot on for having all we needed inn walking distance for out trip. The breakfast was nice but the lack of staff led to us having to clear a table to eat. Not the best experience, but on the whole not awful and the location as stated is ideal. I think a reflction of this in the price charge is needed.