Premier Inn London Tolworth

A big thank you to Stefica for making our stay comfortable. She was patient, always smiling and genuinely kind, and helped us with several requests. We felt well looked after from the moment we arrived, and her positive attitude and service made a real difference. Thanks, Stefica, you’re a real credit to the Premier Inn team. I’d happily stay here again and ask for you if I return. Highly recommended.

We had a good stay for the price and would come again. The family room was spacious and clean, although there were a few hairs in the bathroom. Parking was easy to find to the left of the hotel, but the spaces were narrow. Check-in was quick and simple, either self-service or at the staffed desk. Breakfast was the weak point. Mani greeted us warmly, but there were no eggs, beans or mushrooms ready, so people queued while they were prepared. For a busy hotel, I expected the food to be topped up. After waiting, the breakfast still wasn’t hot, and a lukewarm egg wasn’t great. We were there with our family of four before visiting chessington World.

I’m just glad to check out. This was probably the worst hotel room I’ve stayed in, and it didn’t feel like the usual Premier Inn standard for cleanliness or friendly service. The walls were marked and filthy, the floor didn’t look vacuumed, and there was residue on the bedside tables. The bath was wet and had several hairs in it, even though we arrived at 9:30pm, well after the 3pm check-in time. The chair had a huge stain, and there were hairs both on top of and under the duvet. It didn’t seem like the room had been properly cleaned. Getting to that room was a mess too. We couldn’t tell where to turn for the car park, which was two-way up a narrow hill, with few spaces and structures taking up some of them. Reception didn’t answer, and another guest let us in with their card. At the self-check-in kiosks, there were no cards to activate the room keys and several people were waiting. I went to the closed restaurant and found a staff member stocking fridges. He came over without saying hello and put cards in the kiosk, but not mine, despite me being the one who’d asked. He didn’t keep an eye on the queue. When my card wouldn’t activate and I called for help, it took him a while to return. Again, there was no conversation or apology for the problems.

There’s nothing premier about this inn. As I write at 10:45pm, I’m trying to settle our one- and three-year-old after a terrible experience. We booked for two adults and two children but got a room with hardly any floor space. The replacement room had the same problem and also mould in the bathroom. We refused to stay that first night and went to family instead. Viviana, the manager, has tried her best to help us, but the hotel feels like a total rip-off. We were told to contact guest relations for a refund; after going back and forth most of the next morning and early afternoon, we were told the hotel had to handle it. Back at the hotel, we asked for an interconnecting room and agreed to wait two days for one. This is now our first night in a room here, and the tap has no hot water. The walls are thin, light comes through the door, and the room is very hot. Kids have also been using the hallway as a playground for at least an hour. Don’t expect a good night’s rest.