Premier Inn Dudley (Kingswinford) hotel

Reviews

• LG

  Lagan Gupta

  3 days ago
  4.0
  There was no breakfast due to renovation which is sad mediocre venue not well located
• HM

  Hassan Miah

  6 days ago
  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.
• RW

  Robert Wood

  Jul 14, 2026
  5.0
  I stay here regularly for work. The rooms are exactly what you would expect from premier inn, decent size, always spotlessly clean with a comfortable bed. What really makes this one stand out from the many other premier inns I stay at is the service. Loraine and Victor are always very welcoming, professional, polite & efficient. There is rarely any issues but on the odd occasion there is, it is always resolved with minimum fuss. They are always respectful and an absolute pleasure to deal with. I can’t praise them enough, would give more stars but google only allows 5.
• DM

  Daniel Morgan

  Jul 9, 2026
  2.0
  Disappointed visit , usually the standard here is top quality . Unfortunately they are under a refurbishment of their bar and restaurant. Water in the room was cloudy and had a very strong Cholrine smell. Which I am aware is how they clean the systems . However I wasnt made aware before hand that work was being completed or I may have chosen a different location.
• ME

  Maldwyn Evett-Reid-prescott

  Jun 14, 2026
  5.0
  Fantastic customer service morning staff go above expectations so willing to help as was the night shift on the Saturday morning very pleased great location near zoo and Black Country living museum close too out side food chains if needed all within 20 minutes walk at a slow pace