Premier Inn London Hayes, Heathrow (North A4020) hotel

Reviews

• FS

  Fatema Kapasi - Shamsi

  3 days ago
  3.0
  In 4 words - hotel bad, people good! The acs were working sketchily. Beware - there are no elevators so you may have to lug your suitcases up if you've been given a room on the 1st or 2nd floor. The flushes in the toilet don't work very well. The toilets itself are stained. Plumbing is bad - the sink didnt drain well. Housekeeping is sketchy as well. There is a notice that if you need housekeeping, you are supposed to inform them before 12 pm. But if they are particularly busy, they wont do up your room and wont even apologise for the inconvenience. The breakfast is 11 pounds for a hot breakfast. The breakfast is freshly made, the croissants and crumpets are lovely. But not all items mentioned in the continental breakfast menu is available at all times. Lots of items missing and they only give it to you if you specifically ask for it. BUT - the staff is just lovely. They go above and beyond, help accomodate requests and you can see that they are trying their best inspite of being shortstaffed. The manager is a lovely lady who helped me get a parcel that was delivered to the wrong Premier Inn. I had an issue with some staff being a bit rude and condescending at times, but the same people were also super lovely another time, so maybe they were just having a bad day at work? 🤷‍♀️ All in all, if I ever decide to book at this Premier Inn again, it will only be because of the people who work there because the property basically sucks. PS - my 10 year old niece called this Premier Bin instead of Premier Inn 🤭
• GS

  Gagandeep Singh

  6 days ago
  1.0
  We had a booking for tonight, and this was not the first time we have stayed at this hotel. When we arrived at reception, one of the receptionists was talking to another guest. She asked how she could help us, and we explained that we were checking in. She immediately told us that our check-in was tomorrow at 3:00 PM. We politely explained that on a previous visit we had been accommodated differently, but instead of listening, she was extremely rude and made us feel as though we were lying. What was most upsetting was that she implied we were being dishonest in front of other guests. Without properly explaining the situation or offering any assistance, she walked away and went into the back office. We could hear her saying things such as, “These people are going to stand here,” which felt very disrespectful and unprofessional. We believe her name was Geeta according to her as she was not wearing the name batch so couldn’t check . She mentioned that she had been working at the hotel for the last eight years. Regardless of her experience, the way she spoke to us was unacceptable. We were not arguing or being aggressive; we were simply trying to understand the situation. Instead of treating us with respect, she dismissed us and failed to offer any helpful alternatives, such as information about early check-in options. The entire interaction made us feel unwelcome, and we perceived her behaviour as discriminatory and racist. We paid for our booking and expected to be treated with courtesy and professionalism. This was one of the worst customer service experiences we have ever had, and we hope the hotel will investigate this matter and ensure that guests are treated with respect in the future.We had a booking for tonight, and this was not the first time we have stayed at this hotel. When we arrived at reception, one of the receptionists was talking to another guest. She asked how she could help us, and we explained that we were checking in. She immediately told us that our check-in was tomorrow at 3:00 PM. We politely explained that on a previous visit we had been accommodated differently, but instead of listening, she was extremely rude and made us feel as though we were lying. What was most upsetting was that she implied we were being dishonest in front of other guests. Without properly explaining the situation or offering any assistance, she walked away and went into the back office. We could hear her saying things such as, “These people are going to stand here,” which felt very disrespectful and unprofessional. We believe her name was Geeta according to her as she was not wearing the name batch so couldn’t check . She mentioned that she had been working at the hotel for the last eight years. Regardless of her experience, the way she spoke to us was unacceptable. We were not arguing or being aggressive; we were simply trying to understand the situation. Instead of treating us with respect, she dismissed us and failed to offer any helpful alternatives, such as information about early check-in options. The entire interaction made us feel unwelcome, and we perceived her behaviour as discriminatory and racist. We paid for our booking and expected to be treated with courtesy and professionalism. This was one of the worst customer service experiences we have ever had, and we hope the hotel will investigate this matter and ensure that guests are treated with respect in the future.
• TM

  Tasneem Moiz

  Jun 18, 2026
  1.0
  A very mediocre place to stay. Reception staff are not very friendly. Most of the services are withheld or offered with great reluctance. Chose it for the proximity to our event place. So there is an edit to this review as our stay is still ongoing. They respond immediately to online reviews but not actually to real-time requests made at reception. Also, have found grumpy staff at the reception who hardly have a smile to share so I am finding it difficult to even make simple legitimate requests of them. Of course, the requests made have not been complied with. Cleanliness is quite negligible in this hotel. I would need immense persuasion to visit this hotel again. Would not recommend to anyone ever!!
• RK

  R H K

  Jun 17, 2026
  1.0
  Worst hotel, will never stay here again, requesting rooms to be cleaned every single day, for the past 3 days, room is not cleaned, Reception says the hotel is full and every one is requesting and they don't have enough staff to clean the room. Is this the guests problem? If the hotel is full they hotel should hire more staff to clean the rooms. Never stayed in a hotel like this before.
• TT

  Tracy Thornfield

  Jun 7, 2026
  2.0
  Well this time we arrived at 11am to check in payed for early check in.on Saturday morning Only to be shouted at by the lady at the reception desk. Stating you have no hope were are fully booked and you will be lucky to be in by 3pm. Considering we were to Wembley for summer time ball. So that would mean I would have to get my keys at 1am when getting back to the hotel. So as I was not impressed and said why was I charged for it if you cant do it. She simply said not my problem not my fault the website charged you when our checkout is gone 12pm. Got really rude . Cleaner on the day was rude aswell. Its not the paying customers fault that all thier staff had called in sick and she was doing a 24 hour shift. Thats thier fault not ours. Room remain substanded. Needs desperate updating. I won't be staying again... FANCY PAYING FOR AN EARLY CHECKIN TO BE TOLD YOU CANT HAVE IT AS NO STAFF AND NO ROOMS available and that online should not let us pay for early checkin. Check out is 12pm. Do why offer from 11am. Went in for breakfast some of the tables were dirty. Food was ok. But once again listening to staff its is bloody good when then have 3 staff for a six hour shift. As a paying customer is not good to hear multiple times over a 20 hours period how much the are short staffed. That Is not the customer's fault. Won't be staying again. Shame though as this place is brilliant to get into central London and harrow and Wembley. Absoloutly let down as told my daughter how nice staff were here. Oh after stating no rooms magically two rooms the came available. I paid for a a family room only to get told I wouldn't be getting . Not nice getting snide comments and side eye looks form thr cleaner in thr pub for breakfast next door. Never again ...

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