Southampton City Centre (West Quay) hotel

The hotel was in a great situation easy access from the station. Right next to testaurants, bars and the massive shopping centre. We were only a 7min taxi journey the following day to our cruise terminal. We had an evening meal and breakfast at the hotel, all the staff were very friendly, efficient and very attentive. I will definitely stay here again if we cruise from Southampton again.

I stay in Premier Inns about 3 times a week for my work. This was my first time staying at this one as I was catching the ferry to Isle if Wight. My stay was fabulous! It felt like it was a new hotel. I asked how long it had been built and was told 15 years, it felt new. The room was spotless. Very clean. I normally dine in the restaurant but because of its wonderful location, I went out and grabbed a meal but I ate breakfast in the restaurant and it was so warm and inviting. I felt refreshed after my stay which sadly is not the case in lots of Premier inns. If there were grades of Premier inn this would be a Premier Premier inn. As an ex hotelier, I know my hotels well, as I ran them for a living. This does not attest to be a Ritz Carlton but, it far surpasses the Premier Inn model. Parking is less than 2 min walk. As a single female I felt very safe walking to the parking early in the morning Thank you! Please keep doing what you are doing. I will be back now as a regular.

I have stayed at Premier Inns on many occasions and, in general, I have always found them to be reliable, clean and reasonably consistent. Unfortunately, my recent stay at Premier Inn Southampton West Quay was completely different and was easily one of the worst Premier Inn experiences I have had. The problems started almost as soon as I arrived. Initially there appeared to be some confusion over whether I actually had a room available, which was not reassuring after travelling to Southampton and expecting a straightforward check-in. Although this was eventually resolved, it set the tone for the rest of the stay. When I got into the room, there were not enough towels provided. I asked staff on three separate occasions for additional towels and was told they would be brought to the room. They never arrived. Having to ask once would have been understandable, but asking three times and still not receiving them is extremely poor service. More concerning was the cleanliness of the bathroom. There was clearly visible pubic hair left in the shower and the toilet had not been cleaned properly. I do not expect luxury from a Premier Inn, but I absolutely do expect the bathroom and toilet to be hygienically clean when I arrive. Finding the room in that condition was unacceptable and made me question how thoroughly it had been cleaned before being released to another guest. The restaurant was also disappointing. Compared with previous Premier Inn stays, the selection appeared to be considerably reduced, leaving far fewer options than I would normally expect. On its own this would have been a relatively minor issue, but combined with everything else it added to the overall impression that standards were not where they should have been. Unfortunately, the night itself was no better. There was an unacceptable level of noise from other guests in the Premier rooms during the night. The disturbance continued to the point where it seriously affected my ability to sleep. I appreciate that hotels cannot control every guest, but when people are paying for a room primarily to get a good night’s sleep, excessive overnight noise needs to be managed effectively. What made the experience even more frustrating was the lack of visible staff presence. After the problems with the towels and the room, I would at least have expected an opportunity to speak to somebody when checking out. Instead, there appeared to be nobody available at reception when I left, so there was no opportunity to raise the issues face to face. That was perhaps the most disappointing aspect of the whole stay. Any hotel can occasionally have something go wrong, but what matters is how problems are dealt with. In this case I reported an issue repeatedly, it was not resolved, the cleanliness was poor, the night was disturbed by excessive noise, and there was nobody available at checkout to discuss any of it. I normally have no significant problems staying with Premier Inn, which is why this experience stood out so badly. I know the chain can do considerably better than this because I have experienced better standards many times before. Unfortunately, on this occasion the combination of poor cleanliness, unanswered requests for basic items, limited restaurant choice, excessive overnight noise and lack of staff availability made the stay genuinely horrendous. I sincerely hope this was an isolated failure, because it was well below the standard I have previously associated with Premier Inn.

Southampton is known as a cruise ship departure port. We always arrive at least a day early to avoid any stress. This place — like others in the area— can be expensive given the cruising clientele who stay here. There is a great mall nearby with all kinds of eateries etc to enjoy.

I must say that I have stayed in my Premier Inns and this one at Westquay is the best by far. The whole team there are nothing but fantastic. Whoever is the manager should be very proud that you have such an amazing team behind them. “Look after them” Amazing experience!