Staines-upon-Thames hotel

Stayed 1 night after a trip to Thorpe Park, we had a family room 2 adults and 2 teenagers room was perfect and air conditioning worked well, there was just 1 pillow on each bed. We had a drink in the bar in the evening, great location with plenty of food options Self check in worked great and we parked at the 2 rivers shopping complex Brilliant stay would highly recommend

Stayed at the hotel as our daughter was graduating from Royal Holloway University. The hotel has a feeling like it is new and they were upgrading the self-check in area during our stay. The room was clean and comfortable and the staff were attentive and helpful, although there does appear to be a shortage of staff. We went for dinner the first night and our waitress was Ana. She was lovely, polite, friendly and attentive, and was also there when we had breakfast both mornings. For dinner service she appeared to be working on her own with a busy restaurant and people at the bar. The receptionist helped with some of the service but it was mostly just Ana who had to take care of everyone. The only downside to the hotel is parking. The car park at the rear is small and the spaces are tight so we had to go elsewhere. Also when staying for more than 1 night, any of the parking locally is only for a maximum of 24 hours so we had to move our car 3 times just to go out and come back to get another ticket for the next 24 hour period which was annoying and a little inconvenient. It also appears that the phones do not get answered at any Premier Inn hotels anymore. We stay regularly in them and like to call ahead but no one ever answers, no matter what time of day or night you call!

Customer service and guest relations team are awful. My family with autistic individuals were trapped in the lift with no way of getting out as alarm button didn’t work and no one on reception. We were told by the lift maintenance company it could take up to an hour to get them out! My children were stuck in this boiling hot lift for what seemed like forever!! Fire brigade were called! When we finally managed to get them out the person on reception didn’t seem bothered and other guests were trying to get into the lift as no sign had been put on the door to say out of order!! When contacting guest relations to complain about this ordeal and to make them aware that there’s no way of getting out of that lift in case of emergency we were told as we hadn’t told anyone on the day they can’t do anything about it! We obviously did tell the reception staff on the day as they were the ones who gave us the complaints number! We also rang ahead to ask for rooms near each other due to the needs of our autistic children and this couldn’t be accommodated although the couple behind us were put in the room next door to me! Not enough pillows for five people and we were given pillows with no pillow cases. The whole experience was under par and totally unacceptable. The worst premier inn we have stayed in by far!

Lovely stay at this Premier Inn. Ana looked after us really well in the Restaurant. Staines is a great place to use as a base. Waterloo Station in 35mins, some trains take longer. Frequent buses for Thorpe park Air-conditioning worked perfectly

1 Night stay when going to Thorpe Park! Nice spacious room that was spotless, great service from who we believe was the manager and Ana at Dinner, nice affordable food and a decent breakfast too! Highly recommend:)