Premier Inn London Waterloo - Lambeth Road

Julia, the Head of Housekeeping, was the person who really made an impression on me. When my jewellery fell down the sink drain, she took responsibility for sorting it out, and I found it safely back in my room after being out for the day. She showed real professionalism and personal care in a difficult moment. The rooms are thoughtfully laid out, with new furniture and comfortable mattresses, and the stay itself was comfortable. Getting to the city center is easy, and the nearby metro also makes the airport convenient to reach. But there were real downsides: the windows were extremely dirty and hard to see through, and courtyard-facing rooms may look onto renovation work. Reception felt cold and disengaged, with slow check-in and what seemed like a biased attitude. Dinner was disappointing too, with few choices and tasteless food. People like Julia have a big effect on how you remember a hotel.

Waterloo was the reason we booked, after a friend suggested it for our first London trip. Lambeth North tube is just a few minutes away, so getting around was easy. We liked the spacious room, comfortable bed and clean, safe-feeling area. Breakfast had plenty of good choices to get us started, and the staff each morning were friendly, helpful and accommodating. We’d have no hesitation about returning to this Premier Inn.

Two things left us disappointed during our family stay on April 27th, 28th, and 29th. We’d travelled from Cancun with my husband and baby, and one problem actually began before we arrived. Because of our flight time, we paid for the first night even though we wouldn’t sleep there, hoping the room would be ready when we got in. We emailed several times weeks ahead and heard nothing. The day before the flight, we called different numbers and kept being transferred to operators. We only wanted a note on the booking so we wouldn’t be marked as a “no-show,” but the operator said she couldn’t do it and hung up before I could finish explaining. Later, after a whole day walking around the city, we were exhausted and packing to fly on. At about 7 PM, I went to the restaurant because I wanted to make sure my baby had something to eat before travelling. I asked Tomina, who I’d seen doing both restaurant and front desk duties, whether they could make plain butter pasta, since my baby is a picky eater. She said no, because each pasta dish came with a set sauce. I accepted macaroni and only asked if the chef could cook it soft enough for a baby. Again, no. Tomina said they couldn’t cook it “one more minute.” Her manner made a frustrating situation much worse. She asked, “What is your problem?” I explained calmly that I wasn’t having a problem, just felt disappointed. She said if I didn’t like the food I shouldn’t order it, then asked, “Are you ordering the pasta, yes or no?” I didn’t have another option, so I said yes. I’d clearly said it was to go, but it came on a plain white plate, uncovered. When I mentioned writing a TripAdvisor review, she replied, “Yes, do it. Do you want me to write my name down on a piece of paper so you don’t forget it?” I told her I wouldn’t forget. She never smiled or made eye contact, and we didn’t feel welcome. I worked in hospitality in Cancun for 15 years, and know what good service looks like. I can’t believe she works in guest service. Management should consider training her on Forbes and AAA hospitality standards, or finding her a role she enjoys. Hospitality needs kindness, professionalism and empathy. The lack of baby-friendly food options was frustrating, but her attitude was the bigger problem. It’s sad that something as basic as good service can affect a trip so much. Being kind and respectful costs nothing.

I spent a month at the Premier Inn on Lambeth Road and had a fantastic stay. The room was nice and the view from the 9th floor, facing the shard, was a marvel at night. It wasn’t too dirty by hotel standards, though you could find dust if you looked closely. Breakfast was buffet style, with decent choices for a hotel. The premium WiFi made it possible to get my work done. Staff were professional and polite, especially Tonima, Aika, Kalil, Ashli, Sianie, Tauhid, Lucy, Gaby and Mish. They made a big part of the experience for me, and the hotel’s lucky to have them. They each deserve a significant pay rise. I’d definitely stay again and hope to see them there.