Premier Inn Burnley hotel

Reviews

• RS

  Roksana Slusarczyk

  Aug 6, 2026
  1.0
  Absolutely shocking service. As a regular customer I am beyond appalled by the service received this evening. Arrived around 11:30pm to check in , not a single staff member in sight we waited up until 00:40am when (staff member) Arooj finally came out of the back to do the check in. I buzzed the reception buzzer on multiple occasions no answer. When she finally came out the back there was not a single apology for the wait. She was definitely not working she was just in the back doing something she probably shouldn’t be doing. I book this hotel 4 times a week. I will no longer be staying here what if something serious was happening and we needed the receptionist ? who would be liable if anything bad happened eg; assault , no help for one hour she was in the back doing god knows what .I’m sure as a company you pay staff to be doing there job and not to be leaving customers waiting an hour just to be able to get into the room we pay for! As someone who works in customer service myself i am massively disappointed in this service and definitely would say higher management should look into this matter. There is cctv in reception therefore you are able to see how long your paid staff are missing from their services.
• ZF

  Zoe France

  Jul 14, 2026
  1.0
  I stayed here for business purposes, I WILL NOT stay again! I booked a Premier Plus room and was allocated a room for people with disabilities, not a problem I thought! How wrong I could have been! Had I been a person with a disability I would have been really annoyed! Little things really but even for me they annoyed me. Apparently you don’t need to be able to put a plug in the sink to have a was in a morning, as no plug is supplied in the room! They also thought it would be a great idea to put an armchair in front of the full length mirror!! I won’t mention the damage to the ceiling, or the fact that the air blocks in the water pipes wakes you up at an incredibly early time in the morning!! Let’s move on to the service in the “restaurant”! I booked for 6.30pm and turned up promptly at 6.25pm. I was halfheartedly greeted by an employee and told to sit where I want them go and order at the bar, ok, not my normal findings in a Premier Inn but I’ll go with it. I went to the bar and ordered my main, dessert and a drink. I returned to my seat and my main course was brought out in 15 minutes or so. Lovely, enjoyed the main course and put my empty plate at the edge of the table to signify I was ready for my dessert. Fast forward 15 minutes, my empty plate is finally taken away. 25 minutes later I’m still waiting for my dessert to turn up! I have to stop a member of staff (the same one who half heartedly “seated” me) and ask for my dessert. I then wait a further 15 minutes and she finally arrives with a dessert which is missing half the ingredients!! When I question her about this she’s says “well I started to make it and realised we didn’t have x,y, and z so I just put extra strawberries on it”, I questioned this and said she should have come and asked me if I still wanted that dessert or change to a different one (I was on a meal deal) and she just stared at me and said “well I started making it already” as if it was my issue!! When I complained to her about the excess wait for my dessert and then said dessert turning up half what it should be her only response was “well I started making it”, the other member of staff on “duty” that evening was blaming everything on the fact that they had a new menu. If the entire menu had been replaced I could understand but in reality there were only around 5 changes to the menu, one of which was a starter and 2 of them desserts! When I went back into the reception area I asked another colleague for more tea and sugar, as there were none available, he pottered off and came back saying, “there isn’t any this aide, sorry”!! I didm’t even bother to have breakfast in the morning as the service was terrible! I’d leave it a couple of months before visiting if you plan on eating there, just to make sure they’ve got the hang of the “new” menu!!
• DM

  Daniel Murray

  Jul 13, 2026
  5.0
  I recently stayed at Premier Inn Burnley and wanted to say what an excellent experience I had, thanks to the outstanding customer service from the team. In particular, I'd like to recognise Tom, who was working in the restaurant. He went out of his way to make sure I was served in time despite my work schedule and gave some excellent recommendations from the menu. Nothing was too much trouble, and his friendly, professional attitude made a real difference after a long day. I'd also like to thank Sydney on reception. I had multiple bookings, and Sydney made every effort to keep me in the same room throughout my stay. That saved me the inconvenience of having to move rooms and made the whole trip much easier. It was a simple gesture that showed genuine care for the customer. Both Tom and Sydney are a real credit to Premier Inn. Their professionalism, friendliness, and willingness to go the extra mile made my stay a genuinely enjoyable one. If management monitor these reviews, please pass on my thanks and appreciation to them—they're a great example of how excellent customer service should be. Dan.
• SB

  Steve Broughton

  Jul 10, 2026
  4.0
  Good value. Stayed one night to attend a wedding near Burnley. Friendly greeting on arrival. Room fairly basic but decent. No air conditioning, but that wasn't an issue when we stayed as it was not too hot. Reasonable room rate, plenty of clean towels, extra bedding etc all good. Recommended as a budget hotel.
• LD

  Lee Davis

  Jul 6, 2026
  2.0
  I just need to remember the catalogue of errors in full.... No room at the inn for food on night one. We were turned away because a group of 20 has just arrived. And our group of 9 couldn't be accommodated. Booked a table at the inn for night two - only to find an incredibly limited menu with about 75% scribbled out and next to no vegetarian options. Is this part of the cutbacks as staff suggested? Towels missing in some rooms. No eggs at breakfast. No vegetarian option either. No napkins. No toilet roll in the toilet in reception. At times it felt our group was an inconvenience and not the customer. There were only ever problems, never a solution offered. If you wanted to see Fawlty Towers in 2026, this is it.

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