Premier Inn Glasgow (Hamilton) hotel

Reviews

• BI

  bella ilario

  1 day ago
  1.0
  I’m incredibly disappointed by my recent experience with Premier Inn customer service, particularly because the original issue should have been so simple to resolve. I contacted them because my father was staying at one of their hotels and was going to arrive late. I wasn’t asking for information about the booking or trying to change anything. I simply wanted to make sure his late arrival wouldn’t cause an issue. Instead of answering that simple question, the agent focused entirely on security verification because I wasn’t the lead guest or the person who made the booking. I understand the need for data protection when accessing or changing a reservation, but nobody explained that late arrival wouldn’t be a problem, mentioned the self-service check-in facilities, or told me Reception would still be available. Any of those answers would have resolved my concern without accessing or changing the booking. The call became unnecessarily frustrating because there seemed to be no attempt to understand what I was asking or offer basic information about how Premier Inn hotels operate. When I asked for the matter to be escalated, I was also unhappy with how this was handled. This was never about asking Premier Inn to ignore security procedures. It was about expecting basic customer service and some common sense. Unfortunately, the complaint process afterwards was equally disappointing. I specifically asked for the telephone call and my request for escalation to be reviewed. Guest Relations continued to focus on explaining their verification policy rather than addressing the service I received. At one point they even referred to the Reservations Team and suggested I contact them directly, despite the fact I had spoken to Customer Service. That made me seriously question how thoroughly the complaint had been investigated. After escalating again, I was told Premier Inn's Management Team had “fully reviewed” the matter, agreed with the original decision, considered the case closed and would no longer correspond with me. They still haven’t confirmed whether anyone listened to the call recording I specifically asked them to review or properly answered several of the concerns I raised. What is particularly disappointing is that, after this experience, I looked at reviews across different review sites and found other customers describing similar frustrations with how their complaints were handled, including feeling ignored, receiving generic responses or having complaints closed without their concerns being properly addressed. Reading those experiences certainly didn’t give me much confidence that mine was an isolated experience. The original enquiry needed a simple response: late arrival is fine and your father will still be able to check in. Instead, Premier Inn turned a straightforward question into a frustrating customer service experience and then handled the resulting complaint in a way that left me with even less confidence in them.
• AH

  Andy Houghton

  Sep 30, 2026
  4.0
  Room ok bathroom needs attention. Staff ok but parking is very confusing even if staff help the beefeater seems to one changing but no one really seems interested food terrible and beer no choice they need to tell guests what’s going on. Would not stop here again …
• SH

  Sean Harris

  Sep 12, 2026
  5.0
  Great stay. I’d like to mention Ropina (who had just started working there) in the restaurant and John the chef. Both were on shift at breakfast on 11th and 12th September. Both very friendly and accommodating and deserve praise. When you get good people in your employ like these, do your best to look after them!
• AN

  Andrew Newman

  Sep 6, 2026
  3.0
  Rooms great - clean and appointed how you'd expect from a premier inn - and helpful lady on reception. Good location near to motorway for an overnight stop-off. But... Bar closed at 9.15pm on a Friday evening (I arrived about 9pm). Went for a walk to see other options in area - nothing at all welcoming, and it was not great to walkaround.
• HH

  H

  Sep 3, 2026
  2.0
  Was rather shocked when I decided to stay here after a 7 hour drive. I got there oh now maybe ten or twelve minutes before three and went in to find a no contact or room access allowed until 3pm. Room access I can deal with that but after ringing the desk bell to beg for the use of a bathroom and being told we can't do that and there is not one. You will have to wait until full check inn has been done and you can access your room for bathroom use. Wow just wow a public hotel with no public bathroom facilities. 1st time I have ever entered a hotel and been faced with no facilities on ground floor or reception. The fact I am disabled for reasons I won't publicise caused me distress and I had to go to asda supermarket to deal with urgent needs close to the hotel. The rooms can't fault them but this by far should be a huge concern.Even if resteraunt on site is closed there needs to be bathroom facilities. Made this experience rather shocking and why other hotels would be booked first. Had to also request more than one towel at desk again should we need to as staff are aware of bookings so 1 towel? Cmon there's being tight and taking the....Few other issues but more than stated a big issue

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