London Stratford hotel

Was an absolute nightmare... air conditioning was not working it was like trying to sleep in a sauna... reception was also so hot we just couldnt stay in there or even think of going to the bar... we would have been better off saving £260 on a premier plus room and slept in an air conditioned car !

Air-conditioning not working and then fan requested at reception didn't materialise. Made for a very uncomfortable, disrupted sleep.

Location was perfect. Got to hotel, the lift's floor number display didn't work in the 1st lift. 1st floor button kept getting stuck and beeping in the second lift. Got to reception, there was no one there to check in so I checked in on the app. Bar area was extremely hot. Went to our room on 10th floor and dropped our bags off. Room was hot so we put the air con on and left to go for some food. On return, we found our room wasn't cool. Went to reception around midnight to ask what was happening with our aircon, a member of staff from the bar told us the air con hadn't worked since 9am and that it was out of their control. Had there have been someone at reception when we checked in, and told us there and then that the aircon wasn't working, we would have gone elsewhere. I asked them what they had to cool our room down as we couldn't open windows, and they told me they could get me a fan in the morning once they find out what's happening with the aircon. So I then had to ask for water as they weren't giving it out to guests. Went back to our room and tried to sleep but the temperature was 30+. About 3am my partner and I were suffering from severe heat exhaustion, ending up with us being sick and feeling dizzy and several showers to try and cool us down so we checked out around 3.30am. No one was at reception to discuss this with so we dropped our keys in the check out box and went home. This ruined our weekend, and cost us a lot of money on events we had paid for, plus another nights stay and breakfasts at the hotel lost out on. We are currently trying get a refund from Premier Inn as I write this, but still waiting a response. If only we had a window that could be opened, as the air out side was refreshingly chill. The bedroom was spacious, but the bed sheets were dirty. The shower didn't drain very well, and the toilet seat was broken. Hallways carpets were dirty. Lack of staff in the hotel - amazing anyone stays there. Also, where is the fire excape map on the room doors?? Never had issues at other Premier Inns. Most disappointing!

Excellent stay, exceptionally warm welcome from Monica despite the 1000’s of people she must see each month Monica never forgets and shows exceptional customer service

Poor quality hotel, not seeming to care re customer service, noisy dirty and poor service, what more could you want for Premier Inn at key London location.