London Victoria hotel

I had the worst ever experience at this Premier Inn. I had paid in advance (cheapest rate £220 requires you to do so). On arrival I was told I had only paid deposit and needed to pay another £185. I refused as I had invoice on email from Premier Inn saying I had paid in full and nothing was due; and I had my credit card statement to also prove I had paid. All of which resulted in reception staff saying their system said otherwise and "I wasn't listening to them". They had no on duty manager that I could speak to (said she worked from home and didn't work on that day anyway - Monday), even though they were speaking to her on the phone! After 45 mins of waiting (and my ringing Premier Inn central number) they finally give me room key with no apology at all. I have always had great experience with Premier Inn up and down the UK but not here and I am NEVER returning to this location. PS. PAT testing of equipment not exactly up to date either (8 yrs ago)...

Wonderful breakfast and staff is very helpful especially named Devendav so kind

A very nice hotel, clean, comfortable and centrally located. The 5 star score for service is due to the absolutely amazing trio of ladies, Julia, Jaspreet and Elena Francess who were a delight to deal with. Julia and Jaspreet were on Reception and able to answer all of our questions and we also met Julia at breakfast every morning where her beaming smile and happy nature lifted our spirits. Jaspreet helped us with all of our questions about transportation and was warm and wise with a great sense of humour and calm demenour needed for a front line position. Elena Francess made sure our room was kept in pristine condition and had a smile for everyone she passed in the hotel. We would have no problem recommending this hotel to other travellers and look forward to staying there again on our next visit to London. It was our first stay at this hotel but we plan to return. Lastly, we would dearly like to nominate these three ladies first a customer service award and I would appreciate it if you would pass on my fondest wishes to them all. Barbara and John

This is our go-to hotel when visiting London where we have stayed many times. It's conveniently located near buses, trains and underground with many good restaurants nearby. We had a great welcome from Julia who was very friendly and helpful throughout our 3 night stay. We took advantage of the meal deal and the food was exceptional with great service provided by Ammanuel. We had a small problem with our room which was quickly and efficiently sorted by Julia and Alex. The hotel was spotlessly clean in all areas and with the comfortable rooms, good food and friendly service we would highly recommend.

A deeply disappointing and unacceptable experience. The front entrance is in poor condition and urgently needs refurbishment. Access for wheelchair users is extremely poor, difficult to navigate, and clearly not designed with disabled guests in mind. The wet room was also unacceptable. The flooring was damaged, which made it feel unsafe, unhygienic, and poorly maintained. Overall, the experience was appalling. These are not minor issues — they are basic accessibility and safety failures that need urgent attention.