Premier Inn Monmouth

Review from Mr and Mrs Harding – Norfolk
Date of stay: 21st & 22nd November

We would like to share our experience at the Premier Inn, while also offering a reminder to future guests who may be quick to leave negative feedback without considering the full picture.

We stayed to celebrate our anniversary and to see Mary Poppins. Our room was clean, comfortable, and perfectly acceptable, and every member of staff we encountered was exceptionally friendly. Upon arrival, the parking arrangements were clearly explained. Yes, they were a little confusing at first, but nothing unreasonable—and certainly nothing deserving of the harsh comments we noticed in other reviews. The parking process is managed by an external company, and all the details are available both onsite and online. There is no need to criticise hotel staff for something outside of their control.

Regarding our dining experience, we purchased the meal deal. Our food took longer than expected to arrive, leaving us only 30 minutes before the show. While this wasn’t ideal, we fully appreciate that delays can happen. The staff remained professional, attentive, and apologetic throughout. Rather than posting negativity online, we spoke politely with the manager, who was absolutely lovely and resolved the issue immediately and graciously.

This is an extremely busy hotel, and the team—both staff and management—work incredibly hard. They do not deserve unfounded or immature criticism. If something isn’t right, speak directly with the team; in our experience, they are more than willing to help.

Would we stay here again? Absolutely—100%. Our room, our meals, and the service were all more than satisfactory. We are grateful for the gesture from management and look forward to returning in 2026.

To future guests: please take a moment to consider the impact of your words. Honest feedback is important, but unnecessary negativity can unfairly damage the reputation of hardworking people who are doing their very best.

Thank you to all the management and staff—keep up the excellent work.
We will definitely return .
Wonderful management and staff are hard to find but you guys really are doing a great job.

Merry Christmas

Mr & Mrs Harding
Norfolk

Good value room and nice breakfast in the morning. Friendly staff. The only reason I didn't give a better review is because of the 'DIY' check in which I think is a really bad way to start a stay. There was no check in desk and I was directed to use the big screens. Not only does this take longer and require you to do something that used to be part of the included service, it also requires you to put personal details on a big screen which anyone behind you could see. In my case, despite putting in all my details, the check in machine did not work so I had to wait for a member of staff to check me in anyway. This all took about 10 minutes when the old process of being served at the check in desk would have taken about 2 minutes.

I stayed here for 4 nights whilst attending university in Milton Keynes. In the past, Premier inns have usually been too expensive but this was quite reasonable and opted for a little extra to have a Premier Plus room. I had stayed in Premier Plus rooms in other Premier inns and they are usually amazing.

Check in was ok, I had to use the machine as the staff member was busy. When I asked about the parking (you have to pay to park at this hotel), I was told only pay when you check out and not before. I found my room to be ok at first glance but not the best Premier Plus room I’d stayed in. I went down for a bite to eat in the restaurant as the Meal Deal seemed quite good. I was the only person in the restaurant (8pm on a Sunday evening). The staff member (think his name was Bentley) was brilliant. Friendly, helpful and polite. I ordered the mixed grill (I had to pay a supplement to the meal deal but that’s fine). It took nearly 45 minutes to come. When it did come it wasn’t the best. The chicken was hard, the gammon was hard and the peas actually bent the fork when pushed down. I opted for dessert and the ice cream sundae, this again took 25 minutes to arrive, had one small scope of ice cream in the bottom and the rest was made up of squirty cream. I went back to my room and went to bed. The next morning I went for breakfast, again the place was empty. The breakfast wasn’t the best. No fruit, no yoghurt, barely any fruit juice. The bread was hard and the bacon was like rubber. Not worth the £32 meal deal price. When I came back to my room after being at university, I sat down at the desk to do some work, switched on the desk lamp. It kept going from bright to dim, bright to dim. I had a closer look at the lamp and noticed it was really dusty and not clean at all. I made a brew and noticed the kettle was not very clean. I had a closer look at the room and noticed other parts were not up to the usually Premier Inn or Premier Plus standards. When I moved the purple cushion on the chair, there was a collection of used tissues stuffed into the chair.

The lifts were not the best. One was really slow and stopped abruptly at level four, made a loud bang and then continued to level five. The other lift was faster but for several nights, smelt strongly of cannabis.

On my way out the next morning, I spoke with a cleaner on the same floor and mentioned the room wasn’t very clean. Their reply ‘ok sir’. On my way out, a member of the reception team was hoovering at the front door, I asked about parking to double check and also mentioned the room. They reiterated the parking but nothing about the room. When I came back that evening, there was no parking space available in the Premier Inn part of the car park. I had to park in the car park next door which ment I had to pay that evening for that parking. Thankfully it was only £2.00 all night (cheaper than the £7.95 that the premier inn car park)

When I came to check out on the Thursday morning, I got the paper code from reception and when to pay for the 2 nights I’d parked in the premier inn bays. It would only let me pay for 4 nights z I had to pay for parking twice because the staff at the Premier Inn gave bad advice.

There is not enough parking for this hotel and the number of rooms it has. The cleaning in the room was sub-par and the general condition of the room was not good. I did raise these issues with Premier Inn customer service. What after several hours of backwards and forwards for wanting to know more detail. Gave me a ‘good well gesture’ of 10% back for the ‘Unclean room’ . They told me that I had to take up the £16 over charge for the parking up with Horizone Parking as it was not the Premier Inn who dealt with that. But it was your staff who gave the bad information. In total, with the room cost, the meal deal and the parking coming in at over £330 for 4 night. I think the lack on help and the offer of the ‘good will gesture’ was insulting. Sorry Premier Inn, you’ve lost a loyal customer.

Lovely hotel and lovely staff.
Kwabema was great& greeted us as we come in and helped us with arranged breakfast for the next morning.
also very welcoming and friendly.
good location and lots to do around the area.

The staff really do make this place. There are very few staff and they have to work soo hard. A special mention to Tif who always has a smile and is so professional and friendly even when very busy. My apologizes as didn’t get the managers name who checked us in. A lovely blonde lady, again professional and friendly. These 2 are the dream team.

The lovely lady that greeted us at breakfast today 29.11.25 was soo smiley and helpful. Keep doing what you’re doing and see you again soon.

I love it here. Great location for Monmouth and a short walk to Parkrun on a Saturday morning. Just be warned that the car park has a company running it with excessive charges if you don’t register.

The staff here were fabulous. They were friendly and helpful. Kwabena was such a smiling helpful guy. Hopefully you will be here next year. Rooms are ok for the night and beds are always very comfortable. Breakfast was enjoyable and hotel situated convenient for the shops.

An OK stay. Nothing special. Pleasant welcome, room was ok, but lots of dust on several visible surfaces, towels had not been replenished so had to ask for them, toilet tissue holder not stocked to full. It's as if housekeeping did only half the job and hoped we didn't look too hard at the surfaces or need a towel. Breakfast was OK, but the fried eggs were like rubber. Not appealing.

We were staying here as we were watching a theatre performance for my birthday.The staff were very friendly and kind and were patient. I am an older lady and the modern check in took some getting used to but the staff were more than ready to step in and help when they saw my confusion. I especially want to thank Kwabena who kindly helped me with the parking machine and got my Mary Poppins umbrella from my room which I had left on checkout by mistake. A truly magical experience enhanced by the amazing staff here. I’M sorry I can’t remember the names of the 2 ladies who we chatted to after the show or the friendly staff on the breakfast room but you have all been amazing. Thank you will definitely come back and stay again.

Fabulous location to take in a days shopping at CMK and then the fantastic show, Mary Poppins, at the Milton Keynes Theatre, both within 5 mins of the hotel on foot.
Very comfortable Premier Plus room, great wifi and aircon.

Wow what a lovely receptionist we had yesterday!! Went out her way to help and had such a beautiful aura about her. A very genuine, kind and helpful woman. Thankyou so much :) xx

Very happy with stay. Rooms clean and tidy. Breakfast very good. Great location. Very friendly and helpful staff. Especially the manger who went out of her way to help with any issues.

Great premier inn to stay at, next to the theatre and close to the shopping centre and handy location for a quick London trip. Special mention to Emily who was extremely helpful during the stay and tried to make sure everyone felt welcome and catered for.

Stayed in this hotel for a couple of months now as we work away, always a warm welcoming and staff are very friendly, we usually check in or out with Emily and she’s always smiling and happy to help anyone that needs it

We had a really good stay, it’s a convenient location and the rooms and beds are comfortable. Breakfast was good and the staff are helpful.
Kirsty was great, very welcoming and she made us feel special!
We left something in our room by mistake and it was retrieved by a very nice member of staff, our thanks to her.

I initially reviewed this specific Premier Inn hotel back in August, and I gave as fair and as thorough a review as possible because our experience was very positive and consequently my review reflected this, and highlighted specific staff who made our stay so very enjoyable.

So much so, that we all came back again for another overnight stay for half-term. We've travelled with our nephew and stayed in Premier Inns since he was a toddler, but now he's a teenager (not yet adult but still wanting to feel a bit more grown-up) we look for hotels with inter-connecting rooms so we can ensure he is safe whilst also having some privacy and independence.

We specifically chose to return this specific hotel because, as well as being in walking distance of the various activities we were going to enjoy (SnoZone, Vertigo VR, Funstation), we were also able to secure the same inter-connecting rooms we had when we stayed here in August. As before, I booked 2rooms online, then rang ahead to request the interconnecting rooms; the hotel staff member was able to track down our August booking, and allocated us the same 2 rooms from this. When I rang again the day before and spoke to Emily, she was able to confirm that those rooms had been "locked down" for us so we had no worries about getting into our rooms quickly on arrival. This was helpful because we had an activity booked for 2pm, and she was able to arrange for us to leave our luggage in our rooms a bit early so we could head straight out.

On arrival, though we did not get to meet Emily, her very helpful colleague was able to see her notes and sort out our check-in very quickly.

Our rooms had all the facilities we needed (particularly grateful for a hairdryer!) and it goes without saying that we had a good night's sleep as expected.

We came down for breakfast at 9.45am, and saw the staff busy, and we were seated very promptly. The Duty Manager, Kirsty, was very visible and hands-on with the team, and keen to ensure everyone was getting everything they needed for their table. It seemed there had been some incident but you would never have known, because the breakfast team were clearly pulling together as one, and supporting each other. That was a really positive thing for me to see. The chef on duty was amazing, so sunny and positive, and doing her very best to keep the hot breakfast items replenished, and personally coming out to deliver specific items to people. There was plenty of everything, and again I commend the consideration of options for many dietary needs.

I've read some of the poorer reviews here, but our 2nd stay here was as good as the first. I am a well-seasoned traveller, and understand that things are not always perfect - what matters is how they are dealt with. Thank you, Kirsty, and your team, for making our stay so enjoyable and yes, we will definitely be back.

Location was good for our travel requirements. The allocated room was a lot smaller than the Premier Inn ones we usually stay at, it also had very low ceiling height at one end where the eaves came low down into the room.
Again the bed was smaller than usual (double instead of king size). The shower was a fixed unit over a very high, narrow bath which made getting in and out tricky.

as soon as i walked in the hotel, i was welcomed in by a lovely woman named sam. she had a lot of good energy, she brought a smile to my face.

Our family spent one night at this hotel but we frequently stay at premier inn hotels. I can honestly say this is one of the best premier inns that I have stayed in the staff are absolutely wonderful, super friendly and accommodating . The rooms were very clean and although our room wasnt ready when we arrived but we were kept up to date every minute and staff were very apologetic. I would like to say a particular thank you to SAMANTHA who was an absolute delight at the breakfast reception and made our breakfast experience great and also KIRSTY who was also super helpful and friendly you ladies are amazing! Thank you once again for a wonderful stay and when I am next in MK I will certainly be back!

Great hotel. Manager was a stalwart on shift and very helpful.
Tiff was great behind the bar. Friendly, learnt our drinks after the first round and very efficient. Also had great banter.