Premier Inn London Paddington (Paddington Basin)

We had really good experience team was super nice. Definitely worth it for the price. Easy Access to central London as well. Stayed couple of nights with family and had an amazing time spent there. No problem at all environment was amazing highly recommendable

I've waited a month for Premier Inn to resolve my complaint satisfactorily before posting this review. Needless to say, their definition of "satisfactorily" differs considerably to mine! Third stay at this hotel as a family of 4 for 2 nights with no prior issues until now. Check-in was severely delayed by over an hour due to rooms not being ready. Whilst waiting, I used the toilets in restaurant. They were absolutely filthy - blocked, faeces all over toilet, no toilet paper and no soap! Not all lifts were in service leading to queues. Keycard to room did not work for the ENTIRE duration of our stay. Initially we were fobbed off at least 4 times by being told that the issue was with the actual card not the door itself, which meant we had to constantly keep trudging down to reception to explain that the card wasn't working as no one answered the phone at reception. The resolution offered by staff - we had to let reception know when we wanted to access our room and someone would accompany us! It was very stressful, especially as reception was so busy, so we had to wait for staff to be able to assist. On one occasion we had to sit and wait for staff outside our hotel door with our young children after returning from a show at 11.30pm! We were initially offered complementary breakfast on the last day for the inconvenience but the restaurant was fully booked with queues out the door! Needless to say, we left vowing never to return again. I complained to Head Office, was offered a (measley) partial refund but I felt our entire stay was affected by lack of access to our room. I quoted the Good Night Guarantee was basically told to jog on. When I asked how I could escalate my complaint, I was told that Premier Inn do not have a Complaints Escalation Policy and my complaint would not be reviewed....end of. Shocking service from Premier Inn and we will not be returning again.

Such a easy clean friendly hotel, Awesome view. Bed super comfy. Minor issue the shower was super hot I think the tap may of been jammed. Ok as we didn’t have children with us, mentioned when checking out so hopefully it was fixed. Couldn’t fault anything else