Staines-upon-Thames hotel

I would like to say a big thank you to Ana in the restaurant. When one of our party had to go to hospital and was late back to the hotel she took their food order and put it to the kitchen so that their food would be ready when they arrived back so they would not miss out on a meal that evening (as they would have arrived back to late to place an order before the kitchen closed) This was incredibly kind and thoughtful and much appreciated by our party.

Good choice for its location close to Heathrow, the high Street and the train station, to get to London Waterloo It tales 30 minutes. Good food, friendly staff, tidy rooms and good value for money.

Stayed for 2 nights when visiting the area. Our online check in via the app didn't work but the receptionist checked is in quick enough. The reception and restaurant are on the first floor but there are 2 lifts to take you up. Our room was also on floor 1. The room was clean, spacious, quiet and had great air con. The hotel is right on he centre of Staines with plenty of shops and eateries. It's also about a 10-15 minute walk to the train station. Windsor was about a 15 min train ride away, Waterloo about 40 mins. We booked breakfast for our stay. Day 1 it was pretty poor - seemed the food had been on the hot plate a while as it was all very dry (presumably as the restaurant was very quiet at the time we visited) however it was much better on day 2. There seemed to be plenty of car parks around but we parked in Sainsbury's using the just park app. Less than £4 per day and about a 15 min walk from the hotel. Overall a nice hotel which we would visit again.

This was the worst stay we've ever had at a Premier Inn and the first time we booked a Premier Plus room. We chose the hotel due to it's proximity to a wedding we were attending the next day, and given the time of year, we opted for the Premier Plus room as they come with A/C and a mini fridge to store cold drinks. Overall, our stay and experience at this Premier Inn hotel was bad, very bad. Check-in was on the first floor, but the two elevators were broken, so we had to climb four flights of stairs with suitcases, suit bags etc. Once we reached the reception area, it became apparent that one elevator was completely broken, and the other could only be called from the first floor. This was a big issue for other guests that had pushchairs, mobility aids and one disabled guest who was in a wheelchair. The 'self service' check-in did not work properly, and as guests, we do not get paid to do the job of a hotel receptionist. Once we had rung the bell, a staff member eventually arrived after quite some time. We were checked in and given one room key to share. After getting to our 'Premier Plus' room which was booked for two people, we found only one set of towels, one bottle of still water, one bottle of sparkling water and no hand soap in the bathroom. The 'convenient mini fridge' was so small no other drinks would fit alongside the two bottles of water. Dinner service was appalling. My starters (Calamari) was served cold, yet my wife's dish (Potato Dippers) was served hot. The main courses arrived but the chicken in my wife's meal was undercooked and still pink. Dessert was a disappointment as the 'Banoffee Cheesecake' was a New York Cheesecake with sliced banana and caramel sauce on top. The kitchen pass was constantly full of food waiting to be served and the service was so slow - only two staff members were available for the whole restaurant. It took over two hours to be seated, eat and get the bill, yet the restaurant was less than half full. At one point some diners who wanted to to be seated were told there was no availability for at least 1.5hrs, yet there were empty seats! We requested the missing towels and hand soap be placed in the room whilst we were at dinner, but this didn't happen, so we had to go back down stairs and get them ourselves. Breakfast was only slightly better because it was self-service and the cooked food was kept well stocked. One of the toasters caught fire and was only dealt with when I told a member of staff, who didn't know quite what to do. The milk was warm as the cereal section was in the wrong place, so the milk was always left away from the chilled area. Thankfully our stay at this Premier Inn was only for one night, and based on this experience, I would not recommend this hotel.

The hotel generally was well maintained and quite new. There was a lack of staff to deal with check in and also at breakfast which meant the dining area was a bit of a mess at breakfast time. Location was good and we enjoyed our room and slept well.