Premier Inn Dudley (Kingswinford) hotel

Reviews

• CW

  Charlie Wheeler

  1 day ago
  5.0
  Can I just say Lorraine at the front desk , your are a gem such a lovely smile greeted and welcomed with such warmth , very helpful with my questions and never hesitated to help me in anyway thank you
• NN

  nicola

  Sep 29, 2026
  5.0
  The service was absolutely fantastic, the reception staff nicky was polite and very helpful. The room was lovely and clean and smelt really nice, the bed was really comfortable would 100% stay again. Restaurant is currently closed but they provided a lovely breakfast for free of charge consisting of croissants cereals fresh fruit. Juice tea coffee. Was a lovely little touch. The kids enjoyed the free crayons and pictures also. Great for helping with children.
• TW

  Timothy Wells

  Sep 3, 2026
  1.0
  This hotel should not be open. It is having major work done and the water system is very poor. Taps spitting water violently because of huge amounts of air in the system. Water tasted of chemicals and we stopped using it and relied on our own bottles of water. A complaint to the duty manager was of no use. He refused to do anything and would not even log our complaint. I will not be using this chain again!!
• LG

  Lagan Gupta

  Aug 18, 2026
  4.0
  There was no breakfast due to renovation which is sad mediocre venue not well located
• HM

  Hassan Miah

  Aug 15, 2026
  1.0
  I am writing to make a formal complaint regarding the treatment I received from a member of staff, Juliet Cherubathur, who identified herself to me as the manager, during my current stay at Premier Inn. The incident occurred at approximately 12:04am, and I would specifically ask that you preserve and review the reception CCTV footage from approximately 12:00am to 12:06am, as this should provide an independent record of the interaction. I had ordered a food delivery, and the delivery driver wanted to enter his vehicle registration so that he would not receive a parking charge while delivering my order. During the interaction, I found Juliet's manner unnecessarily rude, confrontational and completely inconsistent with the level of customer service I would expect from Premier Inn. I had also accidentally left/forgotten my room key and asked for a replacement. I was told that I could not have one. What concerned me further was that, during this exchange, I was not asked for my booking details or given what I considered to be a reasonable explanation or attempt to resolve the situation. Juliet also criticised me for being "in and out" of the hotel. My vehicle is parked outside and, as the hotel rooms are non-smoking, I naturally have to leave the building if I want to smoke. I therefore do not understand why legitimately entering and leaving the hotel as a paying guest was raised as an issue or used against me. During the conversation, Juliet stated that her manager had apparently also commented that I had been "in and out". I asked for the name of this manager because she was attributing this statement to them, but she refused to provide their name. Both the delivery driver and I raised concerns about the way the situation was being handled and told her that we did not consider her manner professional, particularly given that she had identified herself as the manager. I deliberately made sure that the relevant conversation took place in the reception area where CCTV should have recorded the interaction. I therefore ask that Premier Inn reviews the footage rather than simply relying on conflicting accounts of what occurred. I would also like Premier Inn to clarify: Why I was refused assistance with a replacement room key and what the correct Premier Inn procedure is in this situation. Why my entering and leaving the hotel was considered an issue. Who the manager was whom Juliet claimed had commented on me being "in and out", and whether that statement was actually made. Whether Juliet was the duty manager at the time of this incident. What action will be taken following a review of the CCTV and the circumstances of my complaint. This experience has significantly affected my stay, particularly as I still have another day remaining at the hotel. Until this incident, my interactions with other members of staff had been fine, which makes this experience particularly disappointing. I am not making this complaint simply to receive a generic apology. I would like the matter properly investigated, including a review of the CCTV footage, and I would like a substantive response explaining Premier Inn's findings and how you intend to address what happened. I have stayed with Premier Inn expecting a reasonable and professional standard of service. The way I was spoken to during this incident has seriously changed my view of the brand. I would therefore appreciate a response that meaningfully addresses my concerns and gives me reason to reconsider that impression. Please also ensure that the relevant CCTV footage from approximately 12:00am–12:06am is retained while this complaint is investigated. She also said customers are not right? Is this what she is being taught by Premier in? Consumers act 2015. I was born here and have use many services but I have never experienced a member staff telling me customers are never right? Thats what she said. I look forward to your response.