London Woolwich (Royal Arsenal) hotel

Great stay, very welcoming. Sharon was lovely receptionist super quick and efficient. Would defos stay again.

The hotel is so clean and the staffs were very kind. Sharon was so helpful during my stay.

I'm a regular user of Premier Inn's, but since the nearby Canning Town Premier Inn was full on this occasion, I booked into the Woolwich Arsenal hotel. Firstly, the good things, being there on the day of a tube strike, the closeness to the Elizabeth Line was a real bonus, albeit you have to navigate around the next door building site to get there. What staff I met were friendly. However, it wasn't up to the standard I've come to expect. Firstly, when I arrived there was nobody on reception, and a queue of people trying to use the automatic terminals to check in - one trying to read his reservation number off a laptop he was holding at the same time. I appreciate the automated check-in saves on staff costs, and with the app is pretty straightforward for regulars, but you do need a person there to help people who struggle with the terminals. The real problem at the hotel was the cleanliness. Whilst the bed was fine, in my room both the chairs had clearly had some sort of spill on them, and needed the upholstery properly cleaning, similarly the chair in the restaurant also had clear signs of liquid damage. Whilst the shower itself was clean, the bottom of the fixed screen was mucky, and as with a lot of the properties where the bath has been replaced with the fixed screen, what looks like water damage where water has gone through the open part and damaged the skirting boards. Whether it was broken or not I'm not sure, but the bathroom extractor fan didn't seem to be doing much extracting! Aside from that it was a good stay. Although the hotel was busy, breakfast in the morning was swift, and I could get to my appointment the next day in good time thanks to the convenient Elizabeth Line station.

I arrived at the hotel on the dawn of dusk. I laid eyes on Jody and immediately she helped

We arrived late at night and immediately had a bad feeling about our room, but reception was unoccupied. The room was in very poor condition, not clean and had a strange smell. There was mould in the bathroom and there were stains on the bedsheets. Personally, we felt unable to stay there and left after only one night. We voiced our concerns to the hotel staff in the morning and expressed the wish to check out. They simply told us we had to take up the issue with customer service to ask for a (partial) refund, which I did, but was then told by customer service that the hotel staff should have handled the case and that nothing could be done in retrospect. Unfortunately, I doubt I will be staying at a PremierInn ever again after this experience.