Premier Inn London Romford West

We picked a hotel outside the town centre hoping it would be quieter. That was a rubbish choice. Our family room was right above the hotel entrance, by a huge, busy roundabout, and the noise was awful even with the windows shut and blackout curtains closed. Doors slamming, people shouting and smoking outside our window. We had the worst night's sleep we've ever had at a Premier Inn. Just a horrible experience. Must do better.

Parking was easy to find and use, and the staff even reminded us to pay for the next day so we wouldn't get a ticket. The room was spotless and quiet with the window shut, even though the road was busy, and the bed was really comfortable. We arrived late on Friday after a terrible hotel stay elsewhere, and the staff were lovely and made sure we had what we needed. We added another night, and they arranged for us to keep the same room. The shift handover was so well communicated that getting new keys caused no problems. They were also friendly and helpful when we asked for extra towels and plates. Couldn't fault the stay.

Rohan was so good with the breakfast, offering options for what I eat and even making vegan sausages especially for me. It was my first breakfast here, and there was a great variety. The breakfast room and double room were both excellent too. I'd definitely recommend the hotel.

The heating in our room was inadequate. We were given a cheap-looking portable oil-filled heater with a wheel missing, and it was broken, unsafe, and ineffective. The bathroom was in particularly poor condition too, adding to the hygiene concerns. On arrival, the room was filthy: dusty, with visibly stained, unclean sheets. I photographed these problems and raised them straight away with Dian. Dian insisted it was a “family room” and repeatedly said the bedding wasn't dirty, dismissing what I was reporting and making it seem as though I was misleading them. I found more stains later and took photos of those as well. During the conversation, I was told duvets aren't changed after guests leave. When I asked whether that was still the case if the previous guests had been a couple, I was told this was standard Premier Inn practice. If that's true, it's deeply concerning and unacceptable. Dian was abrupt and dismissive throughout, with no care or empathy. That was especially disappointing as I was there with my wife and our unwell 11-year-old daughter. The whole stay felt unwelcoming and fell well short of what I'd expect from an established brand like Premier Inn. This has left me with no confidence in this particular outlet. I understand standards can vary, but the inconsistency and the way my complaint was handled were unacceptable. I won't stay at this hotel again, and I'll discourage friends and family from going there. I want the complaint formally logged and escalated beyond the person involved, with a full investigation and a written response covering both the room condition and the staff conduct. I look forward to a prompt reply.