Premier Inn Epsom South

I left because I felt unsafe and unsupported. The staff then asked me to stay, but wouldn’t refund the room. There were also no parental controls or restrictions on the television, which made the hotel unsuitable for families. Earlier, I’d found a switched-on electric fan in the bathtub, with shower water running onto it. I reported it straight away, but staff were dismissive. They also refused my repeated requests to speak to a manager. Muhammed kept saying he was “only the messenger” and wouldn’t help further. From the moment I arrived, I’d faced needless hostility and inappropriate comments despite being polite and respectful. It was a distressing stay, with poor safety standards and unprofessional conduct. I wouldn’t recommend this hotel.

The rooms were clean, everything worked, and it was quiet, so there wasn’t much more we could ask for. Laura was hilarious and really attentive to guests, and Nathan was just as focused on customer service. They were faultless, and I’m sure they’d sort out any issue. #payrise The hotel itself is looking tired and due for a refurb. The car park was covered in litter, and the spaces seemed sized for a Mini. Still, the staff made a big difference. Thanks, we’ll book again!

We asked to change rooms because the first one had at least 20 ladybugs on the window and in the corners. That wasn’t the hotel’s fault, and the staff were polite and moved us. But the new room had a poo stain in the toilet bowl, with bleach just sitting there rather than having been used to clean it. There was no mattress protector either, and we found an old sock that wasn’t ours. I stayed with my boyfriend for a few days, and felt unclean in that room. I’ve worked in hotel housekeeping before, so I know it can be hard work, but making sure a room is properly cleaned shouldn’t be difficult. For the price, I suppose you get what you get.

We’d used PI dozens of times, but this was the last time. After we got home, my wife called customer services and was told we should have informed reception. I don’t see what that would have changed. Maybe staff could check the bedding before putting clean sheets on it. My wife and I came for a date night and arrived late, so we went straight to bed. In the morning, the kettle was black inside at the bottom. As usual, we stripped the beds before leaving and found urine stains on the duvet that had soaked through to the mattress. The room was disgusting and dirty.