Premier Inn London Romford West

We picked a hotel outside the town centre hoping for a quieter night. No such luck. Our family room was above the hotel entrance and incredibly noisy, even with the windows closed. Doors slammed, people shouted and smoked outside our window, and the hotel sits right by a huge, busy roundabout. The blackout curtains were rubbish too. It was the worst night’s sleep we’ve ever had at a Premier Inn. A terrible choice. Must do better!

Breakfast had a good range of food and drinks, with plenty of seats. Joanne and Patricia were polite and attentive, and the eggs were cooked fresh so they didn't dry out. The room was clean, and reception staff helped with both the room and registering the car for parking.

The beds were comfy, the rooms and bathroom were good, the tea was nice, and it was quiet and easy to get to. We had booked two family rooms. At first the staff thought we only had one, so I had to explain and get them to check the booking. They eventually sorted it out, but it was a stressful start. I understand staff are under pressure and deal with all kinds of people, but I had to approach them and push to get a conversation or a smile. The service needs to improve. It was a bit pricey too.

The rooms could do with a bit of refurbishment, though the bed was comfy and the room a good size, as you'd expect at Premier Inn. What mattered even more was feeling looked after. PATRICIA, JOANNE & JOÃO all listen and go the extra mile. Joao on reception has a lovely sense of humour, especially when I turned up far too early for breakfast. Patricia kindly offered to cook eggs and bring them out sooner, and Joanne spent time chatting with me when I was feeling a bit anxious that morning. I know you can't, but please give these people a pay rise. They deserve the recognition.