If you are part of the ethnic community, this is by far the worst hotel I would never recommend you to go to!
So I came to Heathrow to pick up my friend that arrived from New York, and his mum was doing most of the check-in and talking with the people at the reception, and this hotel is filled with hundreds of rooms on both floors. Me and my friend had an event to go to that ended at half 3 in the morning, and we got back to the hotel at 6 in the morning.
Now, because of the fact that his mother did most of the talking, he was unsure about which room and floor he was staying in, and we have spoken to the people in the front to see what the room is, this is where it gets ridiculous.
The staff were asking so many unnecessary questions and my mate was unable to call his mother to figure out which room she was in because she was asleep and it was an international number, leading to messages not sending and calls failing.
They give this card to you that can only work for the room you are staying in, if it is your room, the light for the room goes green, if it isn't, it will just flash yellow, so here's the real question; if you had already acknowledged him staying with his mum considering they checked in at 10pm the night before and the card flashes green, why would you not say the room number and just ask an absurd amount of time-wasting 'security questions'?
The frustration from him was slowly increasing, and we both decided to go to each room that was on the second floor and started scanning the card on each door, the fact there were 100s of rooms to check, he was slowly losing his patience and went back to the reception just pleading to know the room number. With them not co-operating properly, he started to go into a panic attack and started to slowly lose it and I told him to just sit down and calm down while I went to still go find it by scanning each room.
Cool, so it was not on the second floor, I go down to the first floor and repeat it and then I checked my phone a few minutes later of him saying I need to come back downstairs or they will charge me.
Mind you, I would NOT have went out my way to go search for the room if they said the room number in the first place. I found that ridiculous, but eventually I did find it, then I rushed downstairs to let him know where it is but once I did find it, he knew where it was because they just told him, and they gave him a new card to enter the room, that was both our times wasted.
He goes back to his room and as soon as he did, he was insanely frustrated and because of his mental illnesses, it was half six in the morning and he was shouting with a horrific amount of anger towards his mum about what has happened, I only had to go there to pick up my stuff then head back to my other hotel I was staying at in Piccadilly Circus, and once I left, he eventually told me at 8 in the morning, they are both getting kicked out earlier than their check-out time due to noise complaints.
This would've never happened if they just said the room number and just easily aggravating a mentally challenged person that has just came from another country who is also black.
Before writing this review, I checked on other reviews a few days back and there are so many people who have also been treated terribly by the staff that have a different skin colour.
You guys are pathetic, I truly hope no one will go to this Premier Inn, there are most likely other Premier Inns at other terminals that I can highly suggest you guys to go to, but of course I cannot make promises if it would be the same as this one as I have not been to those myself, just avoid this one in particular!