London Waterloo (Lambeth Road) hotel

Great family stay at the Premier Inn Waterloo (Lambeth Road). Great location to explore London. Welcome, service and cleanliness were all excellent. Will definitely visit again!

Had a wonderful stay at this hotel. The rooms were clean, comfortable, and well maintained. The staff were friendly, professional, and always ready to help.

Great location and helpful staff.

I recently stayed at Premier Inn for a few nights and had a very pleasant experience. The room was clean, comfortable, and quiet, which made it easy to relax after long days. The bed was very comfortable and the housekeeping team kept everything spotless every day. The staff were friendly, professional, and always ready to help with any questions. Breakfast was fresh with a good variety of food, and the hotel location was convenient for transport and nearby attractions. Overall, it was a smooth and comfortable stay with great service. I would definitely stay again and recommend this hotel to others visiting the area.

My family of three (my husband, my baby, and I) stayed at the resort during our vacation on April 27th, 28th, and 29th. We traveled from Cancun, and unfortunately we experienced two disappointing situations during our stay. First, we had spent the entire day walking around the city and enjoying our family trip. By around 7 PM, we were exhausted and getting ready to pack and fly to our next destination. As a mother, my priority is always making sure my baby eats well before traveling. I visited the restaurant and sadly had the “pleasure” of meeting TOMINA. I’m not sure whether she worked at the front desk or as part of the restaurant team because I saw her performing different duties. After reviewing the kids’ menu, I asked if it would be possible to prepare simple butter pasta for my baby since he is a picky eater. She immediately said it was not possible because all pasta dishes already came with pre-assigned sauces. I accepted ordering the macaroni instead, and I simply asked if the chef could make sure the pasta was cooked soft enough for a baby to eat. I believe this was a very simple request, but once again the answer was NO. When I asked why, she said the pasta could not be cooked “one more minute.” What made the situation frustrating was not only the lack of flexibility for baby food, but especially her attitude and customer service. At one point she asked me, “What is your problem?” I calmly explained that I didn’t have a problem, I was simply disappointed. She then responded that if I didn’t like the food, I should avoid ordering it. So what exactly was I supposed to do? Go out into the street at night looking for food for my baby while staying at a resort that supposedly offers restaurant service? She then asked me, “Are you ordering the pasta, yes or no?” Since I really had no other choice, I said yes. The food arrived on a plain white plate, not even covered with plastic wrap, even though I had clearly mentioned from the beginning that it was a to-go order. The worst part came when I mentioned that I would be writing a TripAdvisor review about the situation. Her response was: “Yes, do it. Do you want me to write my name down on a piece of paper so you don’t forget it?” I ended the conversation by saying, “Don’t worry, I won’t forget it.” I honestly have no words to explain how uncomfortable and disappointed this situation made me feel. I worked in hospitality in Cancun for 15 years, so I know what good service looks like. She never smiled, never made eye contact, and never made us feel welcome. I truly cannot believe she works in guest service. Management should seriously consider training her on Forbes and AAA hospitality standards, or perhaps place her in a role she genuinely enjoys, because hospitality requires kindness, professionalism, and empathy. What frustrated me most was not simply the lack of baby-friendly food options, but her attitude, which made the entire situation much worse. Before arriving at the resort, we had already experienced another issue that I originally did not plan to mention, but after this experience, I feel it is important to share. Due to our flight arrival time, we decided to pay for the first night even though we would not actually sleep there. Our intention was simply to have the room ready upon arrival and avoid waiting until regular check-in time. Weeks before our trip, we sent multiple emails to the resort and never received a response. One day before our flight, we called several phone numbers and were repeatedly transferred to operators. We simply asked them to add a note to our reservation to ensure we would not be marked as a “no-show,” but the operator said she could not do that and would not even let us finish speaking before hanging up on us. It is very sad how something as simple as good service can completely affect a travel experience. Especially because being kind and respectful costs absolutely nothing. Despite this situation, we still had a wonderful family trip and created beautiful memories in London. That is exactly why it is disappointing when poor customer service leaves such a negative impression at the end of an otherwise great vacation. — Yesenia García Hospitality professional with 15 years of experience in Cancun @yessy_weddings