Premier Inn London Paddington (Paddington Basin)

The Premier Plus room had none of the extras that you pay for. The staff said that they were short staffed and no deliveries had taken place. The manager was too busy to see me. Towels not changed despite request for this to be done after first nights stay. Reception staff just said that I could complain on line to Premier Inn and that they could do nothing about it.

We’ve stayed in many Premier Inns. This was definitely the worst. We stayed here a couple of years ago and it was in good condition. It is sad to see how much it has degraded. Firstly, be prepared: this is a huge premier inn. It seems that they don’t have enough staff to manage this number of guests. Lines at reception were regularly long. The room quality was poor. For example, the bathroom door did not close as it was warped. The curtains were damaged and there was a hole and stain on the net curtain. And there was a nasty stain on the handle of the bathroom door. Water pressure in the shower is disappointing. Only thing that could be said positively about the room is that the bed was comfortable. The furniture in reception is also really badly stained. The restaurant was a zoo for breakfast. The staff simply couldn’t keep up with the demand. Lines for food were long and some items were not available. Most frustrating of all is that the room keys stop working half an hour before checkout! Who does this? We couldn’t get back in our room! There was no indication of this constraint on the Premier Inn app nor any signs we could see on this. We reported the issues with the room quality to the reception staff. They were nice and apologetic but we didn’t get the sense anything will be done. There are a lot of better hotels around Paddington. Definitely recommend avoiding this one until they fix these issues. Hopefully Premier Inn leadership intervene on behalf of their brand.

This hotel has so much potential. The location is perfect for exploring West London. However, it is in very shabby shape. The is little to no WiFi - even with the premium paying service in any of the rooms/corridors/restuarant. A huge problem when trying to book tickets/work/make calls etc. In Room 722 the shower was broken and there was black mold in the corner, the water pressure was a trickle and the whole system leaked throughout the day & night, the hair dryer was broken. There were marks on the walls and the carpets had evidently not been hoovered for a while. The bathroom floor was sticky. There is no automatic room cleaning service even when your stay is longer than 1 night - this has to be requested but even when requested, does not occur. There were LONG queues for Reception every time we went in and out of the hotel with lots of unhappy customers. A persistent problem for everyone seemed to be the room keys failing to give access to the lift area/lifts/corridors/rooms. The reception area was constantly full of people waiting for service - the tables are dirty. We found people stuck at various points in the hotel unable to access their own corridors/rooms as were we on 2 occasions. The food in the restuarant at Breakfast is great when available but the hotel is struggling to cope with the number of quests and much of the food is unavailable for the duration of each Breakfast without 10-20 minute waits. The coffee machines broke on 2/3 mornings. The staff are working REALLY hard and we felt really sorry for them. There are too few of them on each shift and they are working in a really poorly managed system. They were always polite and actually really kind every time we needed help. I have stay in Premier Inns in a number of cities in the UK but I fear this will be my last stay. A really disappointing hotel in an otherwise superb trip to London.