Premier Inn London Paddington - Paddington Basin

!Do not stay bad experience!
Stayed here for 3 nights had no hot water rooms not tidy to standard expectations from Premier Inn rubbish on floor beds not made looked like they had been slept in already staff not friendly or understanding of the situation told us to complain to a number they wrote on a card and offered us a free breakfast which we were happy with at the time giving they had promised the showers would be working on our second day but we turned up to breakfast in the morning the queue was ridiculous but we was not told to book in advance breakfast was cold and not edible personally I have rang the number they have given me and I’m now waiting to hopefully get a refund for hygiene purposes this is unacceptable and the matter will be taken further if a refund isn’t provided

Terrible dirty towels no hot water staff rude and no interest breakfast was overwhelming and queuing for ages. Never again.

No hot water for a shower, forced to get cold shower. Offered complementary breakfast but so did every other guest and they did not advise us to book breakfast ahead of time. Sink was blocked so was also unable to use sink without it overflowing.

When we arrived the lady on reception was rude and seemed like she didn’t want to be there. The Wi-Fi was down and she asked us to pay in cash. I don’t carry that much cash on me. The next day we went out and when we came back our key card wouldn’t work had to queue to get it reset. My daughter went out in the evening. She arrived back around midnight. Her key card wouldn’t work. She went to reception. Told them the name on the booking. The staff on reception said it was not the name. Refused her entry. Luckily she rang me and woke me up so I could go down and let her in. Must have the same issue as the morning with the other key card. She was very upset. I also had paid for an early check in. But due to delayed trains we didn’t get in until 3.30pm. I asked if the early check could be refunded and the rude receptionist said no way. Also the shower needs looking at because it didnt work properly.

This is my forth time staying at the Premier inn Paddington Basin this year.
The location is great if your portal station is London Paddington and it's nice to be on the Basin away from all the traffic, but with a few nice eateries.
The hotel is warm and friendly and the staff are welcoming.
The rooms are basic but comfortable as one would expect from Premier Inn.
It is a little pricey for a Premier Inn but I guess this is taking into account the location. I will be back as it is very convenient.

Don't touch this hotel. I stayed for 5 days while working for a client and was bitten whilst in bed on 4 consecutive nights. The hotel said that I must have brought the bugs in as there were no signs of bugs! Obviously not as I hadn't been bitten before I arrived, nor after I left, so it doesn't take a genious to figure that one out.

Staff very friendly especially Koyel who was extra helpful. Visit spoilt by no hot water for our 2 night stay which was out of hotel’s remit but we were promised a full stay refund as compensation which was very reasonable.

Had a qr code to do self check in but got a hostile response from a colleague there. Then when checked in got told that the hotel had no hot water & was told that it would be back on by late afternoon. Next morning still no hot water. Unacceptable!

This hotel was amazing. We are both disabled to a hotel close to Paddington station was a must. Literally just across the road and our experience with all staff was excellent.

Decent sleep, not the best but its a premier prison...u cant open a window.. food on a 4/5... breakfast hit n miss, bar very expensive but thats southern... 7.25 a pint of madri thats £4 in the north.. why.... cos the south need to take more..

Very good location, quiet rooms, nice breakfast. Check in was very friendly and helpful. Food store was 5min walk from the hotel.

The hotels is in a new furbished area by the Paddington basin. Not fair from to tube stops. We were having a stay in the family room. 2 kids on singel beds, me and my wife in an doublem next time I will ask for a single duvet. As non of me or my wife like the double duvet. The hotel experience in totalt is great. Simpel breakfast but very easy for my celiac wife and me in terms of calorie counting. The only minus we had during they stay was that charge us with an third breakfast even though I ask for only 2 days of breakfast. I complained and the refund the third. However still waiting for the money. But has been 9 days since we came home. But the website says it can take more than 10 so will se. In total a great stay.

We travelled as a family of 4, and a relative also stayed. She had her own room. After checking in around 7pm, she went to her room to find 2 men in there. House keeping apparently!! Very very disconcerting for a single female traveler. No explanation of why they were in her room.
After heading to the bar area, and getting back to her room later, she realised the bedding was damp.
Bar area welcoming and modern but service slow.

Massive 19 floor hotel very convenient to Hyde Park, at a reasonable price (compared to others). First time I have stayed here in ages. Made it easy for my very early start working in Central London. One benefit was that the breakfast started at 6.30am, so I could grab something to eat before departing.

The downstairs dining area was good and the bar looked reasonable. Used the free WiFi as the Vodafone coverage was not good at the location. Nice touch was the electronic train service timetable in the lobby.

Next time I stay here I will print out a map to guide me here from the underground station, Google maps got me lost constantly (probably down to poor cell coverage). Of course I could just have got a cab !

I am writing this review because a formal, serious complaint sent directly to the Hotel General Manager—and even escalated to the CEO—was completely ignored, forcing me to use this public platform. The service we received for both an individual booking and an upcoming large group reservation has been nothing short of an absolute debacle.

📞 The Initial Debacle: Ignoring Customers for Hours
Before a recent guest's (VIP) arrival, I attempted to contact the hotel from 9 a.m. to 1 p.m.—a solid four hours. I have photographic evidence of the countless unanswered phone calls and ignored emails. The hotel staff simply would not answer the phone. This lack of communication is not just poor service; it is a fundamental failure of a business operation.

The guest, whose accommodation and complimentary upgrade were already fully paid and confirmed by the hotel, was then incorrectly asked to pay again upon arrival. This wasted significant time and caused unnecessary stress, demonstrating a complete breakdown in internal communication and attention to detail.

📝 The Group Reservation Nightmare
My most pressing concern was ensuring a seamless experience for our large group arrival. Given the substantial revenue this group represents, I expected, at minimum, basic professional service. Instead, the poor service continued:

No Acknowledgement: I sent multiple emails detailing crucial changes and requesting assurance for pre-confirmed arrangements. Not one confirmation was received.

Upgrade Uncertainty: Crucial, pre-confirmed complimentary upgrades for guests were not confirmed to be processed, creating massive anxiety about their arrival.

📢 The Final Insult: Complaint Disregarded
I explicitly demanded a prompt response from management outlining the steps taken to prevent further issues and guarantee a flawless group check-in. This formal complaint, which detailed multiple documented service failures and involved significant group revenue, was met with absolute silence.

This is not the standard expected from a reputable chain like Premier Inn. To spend a significant amount of money and receive a service that is actively detrimental to business operations, capped off by a team who refuses to even acknowledge a formal complaint, is staggering.

The lack of attention, the hours spent trying to reach staff, the payment errors, and the complete disregard for follow-up demonstrate a deep-seated problem at this location. I strongly advise anyone booking, especially for a group, to choose a hotel that values its customers and can manage basic communication.

We arrived with my three children (ages 6–10), planning to just drop our bags before heading back out into the rain to see the Halloween decorations. That’s when we met Nejam and Vika, who greeted us with genuine warmth, made conversation with the kids whilst we were getting sorted, and offered us an early check‑in. The corner room they gave us was spacious, comfortable, and had lovely city views — far better than I expected.

This was my first time at Paddington Basin, and it’s by far the most welcomed I’ve ever felt at a Premier Inn. The location is excellent: right by the canal, perfect for walks to Little Venice and along Regent’s Canal to Primrose Hill, with Paddington Station just five minutes away. The area also has plenty of places to eat and lots to see, making it a great base for exploring.

We added the breakfast option at Bar + Block, and again the service stood out. A lovely member of staff seated us, ensured we had everything we needed, and even chatted with us as we left — asking about our plans and if we’d be back the next day. His kindness made the morning feel brighter and was the nicest breakfast service I’ve ever experienced.

This stay reminded me why I keep coming back to Premier Inn with my children: consistency, comfort, and staff who go out of their way to make things easier. At Paddington Basin, those qualities were paired with a beautiful setting, a welcoming team, and even a breakfast experience that felt personal and memorable. It’s a spot I’ll happily return to.

Great hotel for family, great location, close to underground. Very helpfull staff, excellent breakfast. Wifi was not good especially in the evening.

very good .Go for premium rooms on high level floors .Excellent view over London and very quiet .Bed and room all great .Staff fine

Great location and easy to find from paddington station. Clean and comfortable rooms. We did not eat there , however the food smelt great. Easy check in and check out . Great views of London from the room.

Stayed at many places for 3 / 4 nights in London for Concerts and Galleries / Museums, this if not the best (been many times) is certainly one of them. I would stay again without hesitation.