Glasgow City Centre Buchanan Galleries hotel

not a good welcome,unpolite,refused and got rude when asked for mint to as this is included in our stay.no premier in in the k ever fusedd us mint tea. very grumpy staff as well.the only prremier inn we ever had problems with

We’ve trusted Premier Inn for years, personally and for business, and picked the Premier Inn Glasgow City Centre (Buchanan Galleries) as a convenient base to meet friends and dine nearby for my wife’s 40th birthday on August 18, 2025, a rare night out given our busy lives. This milestone was meant to be special, but it turned into a disaster. The trouble started early. Watching one shift manager brusquely dismiss elderly, non-tech-savvy guests struggling with check-in, foreshadowing the service ahead was our first red flag as we approached reception with our first issue. The first room was rotten, reeking of damp and drains with a jammed sink plug, setting the tone for neglect. When we complained, the manager shrugged, “It’s one of them things,” and “hotel’s full,” then absurdly claimed housekeeping “would have reported it” if they’d smelled it, brushing us off. The second room, supposedly inspected, was filthy: shampoo bottle marks, hair on the sink and tiled wall, a dirty drain, and dust everywhere—photo evidence sent to Guest Relations. Staff, including duty manager Noel, appeared bored and disinterested, offering no apology, just a promised refund. We checked out, scrambled for last-minute accommodation on Glasgow’s outskirts, incurring extra costs for the hotel and transport, and canceled dinner, embarrassing friends who’d adjusted plans. Our alternative hotel was a revelation. A glowing survey unprompted, as there were no issues drew personal replies from two managers within 30 minutes, making us feel welcome. Meanwhile, my email to Premier Inn Guest Relations on Tuesday morning (August 19) has gone unanswered, and the promised refund (due within 5 days by August 24) hasn’t arrived. This silence from a brand touting a “Good Night Guarantee” is outrageous, especially for a special occasion, hinting at deeper issues behind the scenes. Premier Inn failed on cleanliness, service, and accountability. The ruined birthday, financial hit, and ongoing neglect have lost our trust. We probably won’t return.

We booked a basic bedroom for 4 on the 11th floor. It was nice and comfortable with a big TV. We didn't use the payable wifi. We were fine with the free. After all we just wanted to access maps and social media. We have booked dreakfast, free for children and it was really value for money. Overall, we were very sutisfied with our stay. Buchanan Premier inn is a very central, giving us easy walking access to shops, subway and Spiderman movie set!!! I certainly recomment it.

As expected - a very clean and tidy room on both of my visits this month. The problem was that I had live bed bugs in two stages of their development in my bed when I woke up on my first visit. To be fair to the customer relation folks, they dealt with my complaint well: giving me a refund and profuse apologies. The hotel staff themselves were less professional. The staff member that I complained to promised to forward my photos of the bugs to her team. Whether she did or not I’ll. ever know as I had no response from the hotel to that verbal complaint nor to my follow up emails until four days later. The response when it did come apologised for ‘the inconvenience’….which was the wrong word entirely!

This is second time we have stayed here. The location is excellent. Close to shops, transport lines and all the great restaurants. Check in was a nightmare with the online check in at reception not working for many of us and took a while to find a member of staff to manually check a lot of residents in Not ideal Room was fine though very hot and thermostat wouldn’t go lower than 19 , which on two roasting nights not ideal The windows don’t open so very stuffy Bathroom has both bath and shower and clean and modern and shower really good and water was hot Tea tray had very little so was not pleased with this as had one coffee due to no sugar or milk after one coffee Bed comfy , pillows were not The buffet breakfast both days were excellent and the vegan sausages really good as were eggs and hash browns The selection was really good and my daughter who is very fussy ate very well both days and loved the sausages and bacon and fried egg and pancakes The staff were lovely in morning but at check in and evening could rarely find someone All in all a great value stay and will be returning again this year