Premier Inn London Gatwick Airport

To start off, due to a Premier Inn IT problem, when we booked our stay, we never received a confirming email. We phoned to have this corrected and PI rebooked the room for us. However, we were then billed twice.

We contacted PI several times (not easy from Vancouver and not cheap) and were told that the problem was “in limbo” and would be fixed soon. It never was. We continued to make calls, with no result. We had to have our Credit Card company chase after PI. They finally got our money back. No apology from PI.

Our hotel stay was not great. I have stated this before but again, the check-in equipment was not functioning properly and we had to have a staff member process our room.

Our room was about as far away from the lifts as it could possibly be. The room was about 28 degrees when we entered. The phone was not working (the wall jack was broken). We didn’t realize this until we were ready for bed & wanted to set a wake-up call, and couldn’t.

The handheld shower had come unscrewed so, I had to fix it (couldn’t call…).

We went down for dinner, ordered our food and waited an hour before the mains were delivered (and this was only after asking where it was).

So, even though we have stayed at PI many times, it is now likely time for a permanent change.

We will not be surprised if we receive no response from this review.

28November I was making a dinner reservation with Kelly, I had had a distressing day, Kelly asked if I was OK and I told her what a terrible day I had. Went to our room after dinner, found a bottle of wine and chocolates plus the kindest message from Kelly. Thank you so much xx

Just stayed for one night as a solo traveller.
Arrived just after 3pm and I used a self service machine to check myself in, very easy.
I was on floor 3 and put in a triple room.
Very spacious / clean room. Big fan of the purple mood lighting.
Restaurant had a big queue as did the bar, so took the shuttle train to South Terminal and McDonalds is a 5min walk from there.
Had a good nights kip before an early flight and would use again.

Very conveniently situated opposite Gatwick's North Terminal, this hotel offers large, quiet rooms with a very comfortable bed and plenty of space on the lounge for luggage. Staff are friendly and helpful, breakfast is good and I can recommend the fish and chips for dinner

Room had amazing ambiance with LED lighting & exceptionally clean

Waitress Jin, she was extremely great at service!

Food was prompt!

Lovely food efficient service and friendly staff (Jin was our server and was very good)
Nice atmosphere and good value
Thumbs up

Great location for the airport,departures across the rd.Had an early flight and they do breakfast from 4am so all was perfect.The rooms are spotless,big comfy bed with great showers.Check in was simple..DIY.Special mention to Dipson at breakfast,great chap helpful and friendly.

Modern, clean room with a comfortable bed and decent shower.
Self check in was easy, and there's a drop box for the key just as you leave the building which means you don't have to go back to reception (the exit is on a different floor to the reception). Overall this hotel was excellent value for money.

The bed and pillows were perfect and we both had a good night's sleep. Quality of the food was good and served nice and hot. When we travel, we always stay in the Premier Inn if available. Always good.

Service by Marwan was impecable, he was very friendly, approachable and attentive. I was having a horrible day and he made it better!

Very friendly staff, very comfortable room, especially Mr Dipsun excellent customer service. Would definitely recommend to family and friends next time we travel.

Love premier inn, comfy rooms, hot showers, decent breakfast, you know what you are getting and can rely on premier inn. Nisha booked us in at around midnight after a late flight in from holiday and she was bright and happy to see us even though she was supporting a new starter with training and it was effectively the middle of the night.
Bonus points to the hotel being 5 minutes walk from arrivals. Would definitely stay again!!

Worst experience and would not go back! The bed was awful and gave me and my partner back ache! The food was spongey and taste like it was microwaved. Would not recommend

Excellent location but not impressed for a Premier Inn. The check in worked up to the point where the room key wouldn’t open the room door so then all the way down 6 floors again to reception. Pointless if the technology doesn’t work, bring back human beings! The lifts are a bit of a nightmare when busy and the room was not very clean. Lots of dust around skirting boards and behind doors.
As a premier inn this really missed the mark and needs to be better. My Stay at the Sofitel opposite was far better

All was fine except the bar service which was very erratic. Later in the evening, with a busy bar, there was only one bar server, with a long queue. The manager seemed to think that the situation was fine. He could have helped, but didn't.

Great reception from Stanley to sort me out a room last minute. Shame was the hot water wasn’t adjustable so Luke warm bath. Room adjacent seemed to chat all night.

Felt safe as a solo, elderly, female traveller. Ashley at reception was very helpful, and did my early check-in. Food and drink prices reasonable, the house wine is good too.

Have stayed here many times. As usual, helpful staff at check-in, at dinner my server was Jesus, who I've met previously and he looked after me very well.
You know what to expect from Premier Inn and I'm happy to be a customer.
Now I'm looking forward to a great breakfast in the morning.

I arrived super late to the hotel and the restaurant team were incredible. No pressure to hurry a great meal but what stood out was the service.
I was served by your employee called Jesus .
From the start of our conversation to paying the bill he was super friendly , kind and wow does he work hard

The Thyme restaurant at the Premier Inn was a nice surprise! Dinner was lovely and Jin was super kind to us.
If you visit, get the apple and blackberry crumble Sundae- a total highlight!