London New Southgate hotel

Everything is good,,I had family trip last week and I had a great time..All the staff amazing people..

**Disclaimer: the uniformed staff are really good, and my issues are not concerning their service or efforts** We arrived on the Saturday. By the evening, we noticed that the safety handrail on the bath was broken (when my mum attempted to hold it to access the bath safely it came away in her hand- which, if she had placed her whole body weight on it, it could've been a very different story- and is a health and safety/safeguarding issue). We also noticed that the mattress was really uneven and very uncomfortable- not the usual Premier Inn standard. The room overall needed a bit of TLC: the ceiling looked a little worse for wear and the air conditioning had a minimum temp of 19 degrees (we were there during a heatwave). On the Sunday morning, as we were staying for 4 days, I alerted the manager to the mattress, as we didn't sleep well. She queried my concerns stating that she was surprised that we hadn't slept well as the hotel was only '4 years old, and the mattresses were new'. Firstly, being doubted- after paying for a service that was guaranteed and not received (a good night's sleep) was not acceptable and really condescending. She said that a mattress could be sourced after our stay (not useful). She then stated that the mattress could be turned, but we could not have another room for the duration of our stay. I pointed out that we would struggle to sleep on the mattress for another 3 nights and asked if, as a minimum, the mattress could be turned as that may do. She agreed (or so we thought). We then pointed out the broken handrail to her, she (while texting on her phone at this point) said that she would make maintenance aware. We returned to the room later that day to find no changes. Broken handrail, uneven mattress still as they were prior to reporting the issues. On the Monday morning, after another night of poor sleep, I made the decision to speak again to management regarding the situation. The manager who had promised to sort the issues was not there. However, when I raised my concerns to a uniformed member of staff (who was really good, and diligently took my concerns to the manager on duty) she was advised to tell me that I should use the PI complaints procedure. The manager made no attempt to address the concerns or speak to me, and made no eye contact with me as I stood at the reception. In fact, she chose to receive a drinks delivery while the uniformed member of staff (who I guess is paid significantly less than the duty manager) was left to manage my case. I asked the uniformed member of staff to see if the other manager has actually logged my concerns when I reported them to her on the Sunday. The manager had not even logged the concerns I had raised, so had (in effect) misled me. It also made it clear that she must have been personality texting while I was talking to her the day before, and not (as I thought- as I am ever the optimist) alerting maintenance of the issues raised- unbelievable! I asked the uniformed member of staff to log the concerns (which she did) and with that I made the decision to leave. I forfeited 2 nights and 2 days of parking- which is paid for in advance as required. Again, the uniformed staff are really good, and must be the glue that holds that place together. Unfortunately, the managers are shockingly bad. I have since submitted a formal complaint to PI as the service was significantly below the expected standard.

We’ve staying in this Premier inn before and been happy with it. It’s only a 5-10 min walk to Arnos Grove tube station, there’s a small Morrisons next door and also a Starbucks. It’s got all the basics you expect from a standard Premier inn. The parking isn’t too expensive for a hotel this close to London. What let it down this time was the TV in the bedroom turning itself on at 12.02 am all three nights we were there. We spoke to someone at reception after the first night and were told this wasn’t possible, there was no was to set an alarm on the TV, the TV must be broken etc We tried to turn the set off on the side but this repeated for three nights. As we we’re leaving we mentioned to the same member of staff that we would be complaining to Premier Inn, and that she’d told us the TV was broken etc, also pointing out that whoever stays in the same room going forward will be woken up at 12.02 until the issue is resolved.

I checkout tomorrow and so far really good for the price. Rooms are up to standard. The past two nights I’ve stayed I was served by two lovely workers mantas and Amina. Made sure I was comfortable and welcomed me very lovingly. Food was fast to come out aswell. I only waited 9 minutes. There’s a train station near by aswell so hotel is easily accessible. Will come here again when I’m back in London.

I loved everything about it . It was clean and affordable