London Paddington (Paddington Basin) hotel

Stayed on a Sunday night, had paid for early check in from 11am. As it turned out I didn’t get there until after normal check in time, but despite this was told my room wasn’t ready and would be 10 mins. After 20 mins nobody had updated me so I went back and was finally given a room. Who knows how long I would have been waiting otherwise. Saw lots of people I the same position and we all had places to be, so many unhappy people. Room was ok once checked in but the service needs to improve

Hotel is well presented in a good location just a few minutes walk from Paddington Station clean and tidy with a large bar/restaurant. My issues with the stay started at check in. Check in is from 3, We arrived around 3.30pm to be told our a room wasn't ready and it would be 2 minutes. We sat and waited 15 minutes went back to reception to be told it was going to be a while. This was now nearly an hour after check in time and the only room they could offer us was an accessibility room which we took as we were tight for time. The room was clean and tidy at least. Next issue was breakfast the next day massive queue to get a table seemed to be 1 or 2 members of staff that just couldn't keep up with the demand loads of empty dirty tables not cleared

After having a lovely stay last year at the same hotel, it was our first choice for our stay for a concert. As it was also my daughter’s birthday on the Sunday, decided to book a Premier Plus room to enhance the stay. Our room was on the 19th floor and the first thing we noticed was the heat when stepping out of the lift. The room itself was cool on arrival. We noticed the shower head riser attachment was broken so when trying to shower you had to hold the head as it as hanging limply with no way to adjust the height. Even on maximum flow, the water trickled out, so you had to sort of hand flick the water to attempt to wash. We informed reception of the issue and was told that someone would enter the room whilst we were out to fix. When we arrived back around midnight, the first thing we noticed was the temperature in the room. It was now quite stuffy and the tv was on showing a concert, which we thought was unusual. When we checked the bathroom, was extremely dissatisfied that the shower head was untouched, resulting in yet another unpleasant shower experience after a very long busy day travelling and going to a concert. The room remained stuffy despite following the instructions left on the desk for the air con, which resulted in a very unsettled night due to the temperature. We decided to leave that morning earlier than planned due to the disturbed sleep. On check out we informed reception again about the shower and was told that we should have been offered an alternative room the day before! Very disappointed, would not stay again.

We stayed at Premier Inn Paddington Basin for several nights while visiting London and, in many respects, it was what you’d expect from a Premier Inn. The room was comfortable, the location is excellent for Paddington Station, and check-in was straightforward. Unfortunately, our experience after checkout completely overshadowed the stay. I accidentally left my Apple AirPods in our room and contacted the hotel immediately after checking out, asking for them to be secured in lost property as I would be returning to London the following week to collect them. The issue is not that the AirPods were misplaced – these things happen. The issue is how the matter was handled. Using Apple’s Find My network, I was able to track the AirPods after leaving the hotel. They later appeared at a private residential address rather than remaining at the hotel or being logged as lost property. I provided this information to the hotel and to Premier Inn Guest Relations. Despite this, the hotel’s response amounted to saying they could not find the AirPods and had no record of them being handed in. No explanation was provided for the tracking evidence other than speculation that another guest may have found them elsewhere in the hotel. I appreciate that the hotel cannot conclusively explain every lost item, and I am not suggesting conclusions that cannot be proven. However, when a guest provides credible tracking information showing their property subsequently at a private residential address, I would expect a far more thorough investigation and communication than simply stating the item could not be found. The disappointing part was not losing the AirPods—it was the lack of confidence that the matter had been properly investigated. I hope Premier Inn reviews its lost property procedures because guests should be able to trust that forgotten belongings are handled transparently and securely.

We had a lovely stay at this Premier inn, very handy to both Paddington tube station and Edgeware Road which gets you most places you want to go. Witherspoons just around the corner which was handy as we couldn't check in straight away as the hotel was full and we arrived at 12, which was fine. When we came back at 2 we were checked into room 1324 which was perfect for our needs. The mattress is so comfortable we slept great. Lovely Aircon as well because it was sooooo warm when we were there that was greatly appreciated. The staff were lovely and very helpful and we are booked to stay here again for the NFL Games in Oct, thanks to all.