Staines-upon-Thames hotel

Room very nice and clean.my staed 3night 25 to 27september room service good duty menger very polite . Dinner very tasty spicaly kid food ,my kid very happy,

Food very tasty ate burger very delicious 😋. My stay 25.10 2026

Great hottle service good, food very delicious and hot i think chif name nageena really food very testy.

Bed comfortable 😌 food very delicious and hot quality good but restaurant very busy . My stay 24.10 2026

Absolutely dreadful stay from start to finish – Premier Inn Staines-upon-Thames Our family stayed at Premier Inn Staines-upon-Thames from 24th–26th October 2026, and quite honestly, the whole experience was shocking. We were a party of 14, and things started badly from the moment we arrived. There appeared to be just one member of staff trying to manage check-ins, the bar and customer enquiries all at once. The self-check-in machines weren't working, and it took over an hour just to get drinks for our group. Checking in wasn't much better. The restaurant was an absolute nightmare. Despite having a table booked in advance, we waited around 30 minutes to order, another 30 minutes for drinks, and a further 15 minutes before starters began arriving. The main courses were a complete shambles, arriving so late and so far apart that some people had practically finished eating before others received their meals. My poor niece didn't get her pizza until everyone else had finished. To make matters worse, the food was mediocre at best. The children's pizzas were cold and rubbery, and the kebabs were dry as old boots. The only meal that seemed to be of any decent quality was my brother-in-law's pizza. Then we get to the rooms. Premier Inn used to pride itself on providing a comfortable night's sleep, but the beds felt like sleeping on rocks. The rooms were unbearably hot, and the noise from children running up and down the corridors made getting any peace difficult. But the worst discovery was underneath my sister's bed: a plastic bag full of tissues with what appeared to be substantial red staining on them. I have a photograph of this, and frankly, it was disgusting to find something like that in a room that should have been cleaned and checked before a guest arrived. Whatever the substance was, it raises serious questions about the housekeeping standards at this hotel. I appreciate that it was October half-term and that the hotel is only around 10 minutes from Thorpe Park, so it was likely to be busy. However, busy periods are entirely foreseeable. Guests shouldn't have to put up with this level of service simply because a hotel is under pressure. In fact, I genuinely feel the staff were let down by the apparent lack of support and staffing. What makes this experience even more upsetting is that this was our first family get-together since my father passed away last year. We wanted to spend some quality time together and make some happy memories. Instead, the poor service, dreadful restaurant experience and unacceptable room conditions seriously spoiled what should have been a special family break. Premier Inn, you have let us down on virtually every level. We paid for a stay expecting clean rooms, decent food, good service and a comfortable night's sleep. We received none of those things to an acceptable standard. I have submitted a formal complaint and requested a meaningful refund. I hope Premier Inn takes these concerns seriously, particularly the housekeeping issue, rather than simply sending a generic apology. Based on our experience, I would struggle to recommend this hotel. A busy hotel is one thing; this level of disorganisation and poor standards is quite another.