Glasgow City Centre (George Square) hotel

I use Premier inn several times a year and use George’s Square quite regularly and have always enjoyed my stay unfortunately this time was a bad experience, from entering and booking in to leaving it was a bad experience. On arrival I informed the person on reception I was hard of hearing, but she didn’t try to make face to face contact with me she kept her head down speaking , I said twice more I’m sorry I am quite deaf and cant hear you, she continued to look down. On entering my room there was a smell of damp / musky smell. There was an old discarded banana skin in the waste bin, and the bathroom was not clean. I had travelled all day and on arrival I asked if restaurant was still serving food…to be told quite abruptly NO, I then asked if there was any were near I could get something to eat to be told look on google maps. As for breakfast the next morning, the supposedly hot food was cold , yes cold …I informed a member of staff who really couldn’t be bothered to respond. I couldn’t eat it, so I went to get something mixed cut up fruit but it was almost gone so I asked if it could be replenished, waited 15 minutes and nothing appeared. This was very disappointing, I have always found Premier Inn to be of a good standard but I think the staff need additional training on how to deal with customers. Very disappointing

The check-in online service: is easy however could be improved as they give options for vouchers for WiFi codes , they should vouchers for breakfast including your dates you pre paid advance , Staff Member: forget the customer experience service is important many customers is the there for travel , leisure or for work , at least they could offer is respect and professional services towards customers: complaint is road for improvement and better service,we are paying customers , just asking for being with fairness and respect manner , More training for staff in customer service management, training for basic English skills spoken and culture manner , is big fault of premier inn employee staff without basic understanding English in 2025 , please been more responsible as company with that issues , More awareness of neurodivergent customer ( accessible issues is available please training your staff , Paid extra for premier plus room : begging for replacement for coffee and water refills, coffee machines wasn’t empty , toilets seats falling apart , duvet sheets with marks of been seen better days , please replace everything in life comes to end , the check in late as 15:00 pm and check out 12pm give the customer 17 hours of used the room is plenty time for review the appliances before the checking , miscommunication and broken system just ruined my stay on my couple days of my breakaway.

I wouldn't recommend arriving to early, we arrived 20 mins before check-in time & were told to wait until 15:00. They then opened check-in at the main desk & the self check-in. I went up to the desk & was told to join the queue at the self check-in machines & wait to use them or go to the desk when asked to. However another member of staff opened another check-in desk & took people from further back in the queue instead of asking who was next. We checked in got our key cards & made our way to our room. Room was basic, the bed was comfortable & it was very quiet. The room wasn't the cleanest & there was hairs on the shower wall & neither of us had used the shower at that time. The fan in the bathroom was very noisy & sounded like someone was using a hairdryer in the bathroom. The air conditioning control panel worked but the buttons had disintegrated due to being pressed over time. The bed was comfortable & we both had a good sleep. The bedside tables were quite dusty & there was small pools of water collecting on the windowsill from the condensation on the window. It would be better if the windows opened. Breakfast was really good & there was plenty to choose from & something for everyone.

Great hotel, rooms clean and very comfortable. In house eatery which is good enough but Glasgow has so many great places to eat. Very central near tranport links and restaurants. Stayed here often and will again.

I travel regularly and rarely leave reviews, but what happened at the Glasgow Central George Square Premier Inn deserves to be on record. This was one of the most humiliating, frustrating, and downright shambolic hotel experiences I have ever had — and that’s before we even get to the serious accessibility failures that directly breach disability law. ⸻ Dinner: A masterclass in mismanagement and arrogance Tuesday evening, 5.15pm. The restaurant seats about 80 people. When our group of seven arrived, there were precisely six diners already there. Six. Yet we were told we could only sit at certain tables because of “staff shortages” — and that we’d have to wait an hour and a half before being served. In an almost empty restaurant. The manager claimed there was “only one person in the kitchen” (at a major city-centre hotel, no less) and that a party of four booked for later somehow prevented us from being seated at all. When I explained that I was cold, exhausted, and could not leave the hotel because my wheelchair wouldn’t fit in the lift (more on that fiasco below), the response was not compassion or practical problem-solving — it was hostility. The manager curtly informed me that I could eat alone, but my friends could not join me. While we were still trying to make sense of this nonsense, she happily accepted a new booking for two people at 6.45pm — and triumphantly told us that meant we’d now have to wait until 7pm. She seemed almost to enjoy the power play. After waiting an hour and three quarters, by 6.57pm, we were desperate to just get on with it. But when we tried to order, she actually looked at her watch, smirked, and announced that we’d have to wait until 7pm on the dot. I have managed teams for years — if one of my staff had behaved like that toward guests, they would be up for dismissal. And this manager certainly deserves to be fired. To be clear: the junior waitresses (Amy and another young woman) were excellent — polite, efficient, and working with an obstructive manager. Felt sorry for them. The food, once it finally arrived, was decent enough (although my cheesecake was still a bit frozen in the middle). But any goodwill was obliterated by the way the manager treated paying customers. And it didn’t stop there. As we were finishing up — around 10pm, the last table still eating — she began clattering plates very loudly on the next table, glaring pointedly in our direction. Then she turned the lights up bright enough to perform surgery. When that didn’t shift us, she dimmed them so low we were sitting in near-darkness. It was a not-so-subtle “get out” message. The pettiness was unbelievable. This is supposedly a Premier Inn “Hub” hotel in central Glasgow, yet apparently they can only cope with ten diners at once. The entire experience was embarrassing for the brand and degrading for guests. ⸻ Accessibility: A disgrace to disabled travellers Now to the serious part — and the reason this hotel should be formally investigated under the Equality Act 2010. I use a small mobility scooter and, as always, checked in advance. Both the hotel itself and Premier Inn’s disability team assured me the building and my booked room were accessible. That was an outright lie. • Entrance lift: The pavement-to-lobby lift is too small to fit a standard mobility scooter. The door would not close. I had to lift parts of the scooter, twist myself sideways, and still the doors repeatedly swung open. It was raining heavily — I was soaked. In the end, able-bodied strangers had to physically lift the scooter in. • Exiting the building: Two automated doors open at awkward angles, both closing aggressively while you’re trying to manoeuvre. It’s like a slapstick routine, except humiliating instead of funny. Again, I had to rely on strangers to help. • Main lifts: Only two of the three can fit a small scooter. When I finally reached my floor, I discovered walls jutting out so close to the lift doors that I literally couldn’t get out. Cue a 15-point turn while other guests looked on — and yet again, people had to lift the scooter sideways to free it. • Corridor and room: Two heavy manual fire doors block the way, one of which opens toward you — physically impossible to manage in a wheelchair. Other hotels keep these open and link them to the fire alarm system. Not here. No thought given to disabled independence. • Inside the room: I couldn’t enter without someone holding the door open and moving furniture. I lost count of the number of times I had to flag down strangers in the corridor for help. • Leaving the floor: Getting a working lift was a nightmare. The call system kept sending the two inaccessible lifts over and over again. I was stranded for nearly 20 minutes because the one usable lift refused to respond. The result: zero independence, zero dignity, and a constant sense of being a problem to be managed rather than a guest to be accommodated. My friends were horrified. I was humiliated. ⸻ Conclusion: A total disgrace Between the restaurant manager’s sneering attitude and the hotel’s blatant disregard for accessibility, this place is unfit for purpose. It fails both basic hospitality standards and the legal requirements of the Equality Act 2010. Premier Inn markets itself as “reliable and comfortable.” This was neither. It was degrading, exhausting, and at times dangerous. I have written to both Premier Inn headquarters and their disability team. Neither has had the decency to reply — which says everything about their priorities. Avoid this hotel at all costs — and if you are disabled or have mobility needs, do not even attempt it. It is a humiliating ordeal waiting to happen.