London Waterloo (Westminster Bridge) hotel

Stayed here for 3 nights whilst attending a works conference. My room was clean and the bed was comfortable. Unfortunately I had a bucket almost right outside my door with a pole/gutter inside collecting water from the ceiling where a ceiling tile had been replaced with a bin bag that was collecting water. The loud water noises prevented me from getting to sleep on the last night of my stay. My stay included breakfast and dinner. Unfortunately myself and my colleagues did not have a great experience in the restaurant in the evenings. Service was very slow, and on one evening there with no real acknowledgement from staff that we were even present and waiting. The icing on the cake occurred on the second evening. I ordered fish and chips alongside my colleagues meal orders. After a long wait my colleagues food had arrived, I continued to wait patiently (after being told quiet rudely earlier in the evening that my starter would come but it was my fault it was delayed as I had ordered slightly later than my colleagues). The staff member returned to ask how our food was, obviously I was not able to answer as I had no food. I was then told that I did not order anything, I repeated my order and was then told bluntly with no apology that fish and chips orders had been stopped in the kitchen. I was very shocked and angered that I was not informed of this at the time of ordering. I then had to wait for a different meal to be cooked whilst my colleagues had long finished their mains. Terrible service. Only after asking did they allow me a free drink whilst I awaited my food. It was a shame as the location of this premier inn is very good and I would have of had an excellent stay had it not been for these issues.

Great location - helped us "survive" London tube strike. nice clean refurbished rooms. Staff are all generally very friendly and helpful

Good hotel stay. Room was spotlessly clean and quiet. Very comfortable bed, a good night's sleep. Breakfast was good, though the hot breakfast items could have been hotter. The lift worked fine, but confused every other guest that I shared it with. "EVERY guest has to swipe their room key card on the reader, then select their floor, unless the floor button is already illuminated." Put that on a sign in the lift please.

We stayed at the Premier Inn London Waterloo (York Road) in July 2025 under a family booking (2 adults, 3 kids). This was one of the worst hotel experiences we’ve had, and I feel compelled to warn others. Despite booking a family room and double room together in the same reservation, our rooms (322 and 714) were on completely different floors. With three children, this made the stay stressful and unmanageable. Staff, including the duty manager Ema, offered no acceptable alternatives. Other issues added up: Our room keys failed twice, requiring repeated trips back to reception. Requests for a simple extra towel took four attempts, and all towels smelled strongly of spice and were not fresh. Staff were dismissive and unhelpful (Shifat at reception in particular). But the most serious problem came at breakfast. The scrambled eggs on the buffet had visible mold-like growth (see photo attached). We caught it only after our youngest child had eaten some, and he later felt unwell. I also experienced symptoms. When we raised it, the duty manager dismissed it as “overcooked eggs,” yet the tray was quietly replaced immediately afterward — clearly acknowledging there was an issue. When we complained formally, Premier Inn’s investigation dragged on for weeks. Their final response essentially dismissed our concerns because we did not go to a doctor for stool tests to “prove” food poisoning. They ignored the photo evidence, the fact that food was replaced immediately, and our symptoms. In the end, they offered only about a 17% refund. Between the unsafe food, the dismissive treatment, and the inadequate resolution, this stay was a complete failure. I cannot recommend this hotel — especially for families.

Our experience staying at the Premier Inn London Waterloo was phenomenal from the start. I mentioned in advance that we were in town to celebrate my birthday and retirement and the staff went above and beyond to make it memorable. We were given a room with a view of the London Eye and Big Ben at a distance, and surprised us with a bottle of Prosecco and a box of Belgian chocolates. What a thoughtful touch! The highlight of our stay was the outstanding team at the front desk starting with Juanito. As a fellow Filipino, we may have felt a personal connection, but we truly believe he treats every guest wit the same warmth and kindness. He was always welcoming and would talk to us when we passed through the lobby. He made us feel right at home. Olga and Raluca also at the front desk and were consistently friendly and helpful, always with a ready smile. There was another gentleman at the front desk at check in whose name I did not write down, was also excellent. Our room was not the biggest, but it was spotless, fresh-smelling and well maintained. (So with the parts of the hotel that we saw.) The bed and pillows were very comfortable. The location of the hotel is unbeatable. It is central and close to all the key Westminster sights - the London Eye, Big Ben, the House of Parliament, Westminster Abbey, and the Thames river cruise pier. Bus stops (public and hop-on/hop-offs), train stations were steps away. Having an M&S Food Hall just down the street and Lower Marsh within walking distance was an added bonus. Breakfast was another highlight for us. The spread was generous and consistently replenished even during busy times with the staff efficient and friendly quickly clearing tables. We especially enjoyed the coffee machine that freshly grinds the coffee beans and makes all sorts of coffee drinks that you can think of. This hotel exceeded our expectation in many ways. The team's genuine friendliness and attention made our London trip even more special. We definitely recommend it to others and will encourage our family and friends to stay here when they visit London.