Premier Inn London Brentford

Breakfast was a nightmare. Even when I arrived before service ended, sometimes many items were gone, and I had to struggle with the staff to get them. They seemed stressed about helping, and sometimes told me an item was out of stock. I often felt like I was begging for food. I also had problems with the room service. Staff initially refused to change the bed linen daily, so I had to insist and check every day that it was done. The fresh towels often smelled awful. When I mentioned it, the room attendant said another company handled the laundry, but didn't try to find better towels. Before check-in, I called the hotel twice to ask whether the room had a minifridge and the parking had electric car charging stations. I was told both were available, then found neither when I arrived. When I asked the receptionist to escalate the issue, she only passed the feedback to the person who had given me the wrong information instead of arranging a minifridge. I didn't enjoy my stay and wouldn't recommend this hotel. My complaint isn't about the facilities themselves, but the staff's reluctance to improve things as part of customer service.

The presentation was much like other Premier Inns, which is relatively good, and the stay was adequate. Still, for this location I'd choose the Holiday Inn just around the corner. Dinner took a really long time even though there were very few other diners. Check-in was frustrating too. I entered my address and phone details twice, got an error, and the online process dropped out, so I had to check in manually. Maybe that happened because I booked through my company's system rather than directly. The free WiFi was quite slow, presumably because they want you to upgrade.

Jenny and Melinda were the highlight in the kitchen. They were lively, supportive, kind and so hardworking, with a level of professionalism I've honestly only seen at a five star Michelin restaurant. I highly recommend breakfast, especially for their friendly service. The rooms were clean and tidy too. Thanks for the wonderful hospitality.

The staff made my first breakfast at the Cafe a great experience. Jenny was especially helpful and friendly. The place was clean and had a lovely atmosphere. I'd recommend it to my friends and family, thank you 🙏