Edinburgh Airport (M9, Jct1) hotel

Easy check in at the kiosk but unfortunately our key did not work. Quickly resolved by staff Very friendly bar man, pleasant and attentive. 40 minute wait for a table for dinner, restaurant was not busy! Seated by a lovely waitress. Order taken quickly. Then a long wait for food. Seen food being sent back. Our food arrived and was very poor quality, we weren't expecting anything fancy but items were missing, cold chips, all 10 of them! Discussed with waitress who was kind enough to speak to manager who offered a free dessert, we weren’t impressed. The barman discussed again with manager who took off an item off the bill. Disappointed the manager did not address us personally. We would not return to this hotel.

Lovely staff, clean hotel although an older building. Food good and loads on offer for breakfast.

Awful place. Probably the worst Premier Inn I’ve stayed in. Grubby, unhelpful staff and a non-existent welcome just about sums up the experience. On arrival you could hear the staff chatting in their private room and seemingly deaf to the ‘if you need help’ buzzer. It’s not often somebody booms “no” at you across a crowded restaurant, when all you have done is ask if you can still have dinner 10 mins before the advertised finish time. If you like that, this is definitely the place to come. Incidentally, the person had no idea what time it closed even though she was working there. Asking if there were alternative eateries in the area I was advised, “I don’t know, I don’t live here”. On reflection, I don’t blame them.

​I am writing this to bring to your immediate attention a very disappointing experience I had at your hotel on April 30, 2026. I had booked two rooms for a two-day stay. ​I arrived at the hotel around 1:30 PM. Since the official check-in time was 3:00 PM, my only intention was to request a space to keep my luggage until the room was ready. I waited patiently while the lady receptionist was assisting another guest. However, as soon as she finished, without even asking how she could help me, she spoke to me in an extremely rude and unprofessional manner. ​She told me to my face that she was "tired" and could not process any check-in at that moment. She further added that if I wanted to check in early, I must pay an extra £15, without even listening to the fact that I only wanted to drop off my luggage. Her tone was dismissive and insulting, as if she was talking down to me. ​Points I would like to highlight: ​Professionalism: I have stayed in over 100 hotels globally and have worked in the hotel industry myself for 10 years. I have never encountered such a hostile attitude from a receptionist. ​Basic Courtesy: A guest expects a simple smile or a "How can I help you?" She showed neither. Her behavior is a poor reflection of Premier Inn's hospitality standards. ​Contrast in Service: I must mention that when I returned at 3:00 PM, I was assisted by a male receptionist who was very polite and welcoming. The restaurant manager and other staff were also excellent. It is disappointing that one individual's behavior ruined the entire reputation of your team. ​I intended to note down her name, but she was not at the desk when I returned. She was on duty on April 30th at 1:30 PM. ​As a regular traveler, I believe that staff who treat guests with such disrespect do not belong in the service industry. It affects the business and the mental well-being of the guests. I hope you will investigate this matter, identify the staff member involved, and take necessary corrective actions to ensure this doesn't happen to anyone else.

Overall the hotel is nice and I have stayed here before with no issue but on this one occasion when getting a meal in the restaurant I witnessed the most shocking service I have experienced in all my life. There was a particular member of staff with glasses who spoke to other customers and even her colleagues like they were dirt. Even arguing with customers on the night, we were really disappointed to witness this attitude. I don’t expect Michelin star standards at the premier inn but I do expect members of staff to treat others with respect.