Premier Inn London Romford Town Centre

After travelling from Birmingham, we arrived at Premier Inn Romford Markets close to 1am, unable to check in until then. There were two of us, but David at reception said the booking was for one. I checked my email, saw I’d made a mistake and explained that we needed a room for two. I was willing to pay extra, but he didn’t offer that as an option. Instead, he said, “well there’s 2 of you so what u going to do”. I politely asked whether customer service meant explaining our options. He raised his voice and shouted that it wasn’t his problem because I’d booked incorrectly, and told us not to accuse him of it being his problem. My husband told him not to shout at us. I asked for a manager. David said he was the manager and that nobody above him was available. Another employee came into the lobby after hearing the commotion. She introduced herself as Sylvia, the deputy manager, and seemed surprised when we told her what David had said about his role and nobody else being available. She didn’t confirm that it was true. We explained what had happened, and Sylvia kindly told David to give us an extra towel and room key. He kept arguing that we shouldn’t be allowed to stay, but Sylvia gave them to us. We were shocked by the way we were treated, especially at that hour. David was extremely rude and provided no customer service; I felt he represented Premier Inn poorly. He also lied to us about his job and about nobody else being available. I was very disappointed, though grateful to Sylvia for resolving it, since otherwise we would have been stranded without a place to stay at 1am.

We had a lovely stay with a view over town, and the room was large and very clean. The hotel is right in the town centre, so the location is amazing. Staff were polite and gave us a warm welcome. My partner and I had burgers for dinner, and they were delicious. The lounge was lovely too. Breakfast the next morning had lots of choice, and the fresh bakery smell reached us from the top floor. I’d definitely recommend the hotel and will be back soon.

The staff were very friendly, but this stay was disappointing. Our Premier Plus room was cold, and the thermostat was too complicated to use. The tray of provisions, spoons, kettle and Nespresso machine were all extremely dusty. There was stale water in both the kettle and coffee machine, and a puddle inside the mini-fridge. The bedside tables were dusty too.

I spent several days here after serious surgery and could barely walk, so the care from the hotel team meant a great deal. They arranged a room nearer reception to reduce how far I had to walk. It was a small gesture, but I hadn’t expected such genuine attention and kindness. Thank you to all the staff for making the stay comfortable and going above and beyond.