London Sutton hotel

As a family we often stay in Premier Inn's for short stays and always have a positive experience, unfortunately, on this occasion it was awful. We booked 2 rooms both which were dirty. Hairs were in the bath, sink and on the pillow and under the duvet. There was a thick layer of dirt on the carpet indicating the room had not been vacuumed. One of the rooms had a large dirty handprint on the bathroom wall and the mirror was flecked with dirt. Beds in both rooms had hair in them. The double bed in one of the rooms had not even been made properly and the mattress was exposed. The chair in one of the rooms was extremely stained and unpleasant looking, it was so dirty we did not use it as much like the rest of the room it looked so unhygienic. When I spoke to front desk I was told I could move from one of the rooms (the worst one) to another floor but it would mean we were no longer in adjoining rooms. We did this but when my husband got to the room the air con was not working. I went back to the front desk and asked if I could have bedding to remake the beds and we would stay put in the original rooms. He quickly responded by disappearing off and returning with a bunch of linen for me to make the beds in both rooms! By this time it was late and we'd been travelling for some time with children so I made the beds and left it at that. At no stage was there any follow up from front desk or an apology for what a dirty and unhygienic state the rooms were in. I wonder if the restaurant is run by a separate management team as in contrast to the accommodation side of our stay, the lady in the restaurant was nothing but friendly, helpful and accommodating. Breakfast was lovely but we were very keen to leave this Premier Inn and will certainly not return again. This stay was certainly not "a good night guaranteed". Complaint currently submitted with Premier Inn.

I have stayed at the Premier Inn London Sutton many times over the years and have generally found it to be comfortable, convenient and reasonably priced, particularly compared with Premier Inn hotels in more central parts of London. The staff are also very pleasant and accommodating. On this occasion, however, I was disappointed with the condition of the toilet seat in my first-floor room. I checked in shortly after midday, having paid for early check-in, and unpacked before noticing the problem when I placed my toiletries in the bathroom. The seat was badly discoloured, no longer white—or even off-white—and had several dubious-looking tiny brown spots on it. I tried rubbing a small area with the abrasive side of a damp sponge I had with me, but nothing came off, so I am satisfied that it was probably clean and simply permanently stained. Nevertheless, I strongly believe that when a white toilet seat has become so discoloured that it looks unhygienic and unpleasant, it should be replaced. In hindsight, I could have asked to change rooms, but by the time I noticed it, I had already unpacked and was on my way out. I hope the hotel will address this before the room is allocated to another guest and also check whether any other rooms have the same issue. This has not erased the many positive stays I have had here, but it was an off-putting and disappointing detail that could be resolved relatively easily.

We had another wonderful stay at Premier Inn Sutton. Every time we come back, it feels familiar and welcoming, and a big part of that is thanks to Jorge at reception. Jorge is always incredibly kind, attentive and professional. He makes check-in and check-out feel effortless, and his warm and friendly manner really makes a difference. It is also lovely that he speaks both English and Spanish, which makes us feel even more at home. Thank you, for always making us feel so welcome. You are a real credit to the hotel, and we look forward to seeing you again on our next visit!

We had stayed at The Premier Inn Sutton before and were entirely happy with our experience. On this occasion we found that the experience has deteriorated substantially. The claimed guarantee of a "good nights sleep and hearty breakfast" was far from met. We were in the middle of a heatwave, yes we had air conditioning but this could not overcome the heat generated by a winter weight duvet. Sleep was at a premium so we eventually removed the duvet from the cover, turned off the a/c and slept under the cover. The bed was obviously being slept in by one person and therefore dipped in the middle. With two sharing it we were rolling into one another once we had managed to get off to sleep. The remote control for the TV was not functional even after the staff had changed the batteries, The cleaning staff obviously did not have time to look out of the window as if they had they would have seen the dust and dirt accumulating around the window frame. As before we were attracted to the dinner, bed and breakfast food offer. We would have been better to walk into Sutton and use an alternative food provider. Dinner was OK if you purely wanted burgers. Most of the main meals were unavailable as were many of the drinks as the restaurant was closing within the next 3 weeks and there was no replenishment of either food or drink. Once sold out that was it! The Manager was most apologetic but could do nothing but supply what she had been left with. Restaurant staff were unsuprisingly disallusioned as they were losing their jobs. All in all this was not a good advert for Premier Inns and not the enjoyable stay we were expecting.

This should be the flagship branch. New modern, LED lights around the headboard, air conditioning which was amazing. Spotlessly clean, all sockets and bulbs working a port for you to bring your Amazon Fire Stick to plug into the tv. Bar and Block is excellent for standards and service.