Premier Inn Abu Dhabi Airport (Business Park)

Zero flexibility during regional airspace closure

Our flights to Abu Dhabi were officially cancelled due to force majeure following the closure of UAE airspace. The entire trip collapsed, including a cancelled cruise.

All other providers involved showed goodwill and processed cancellations despite non-refundable rates.

Premier Inn Abu Dhabi Airport refused any cancellation and insisted only on a date change, even though travel to the country was impossible.

In addition, direct attempts to contact the hotel were ignored. Emails remained unanswered, leaving us with no direct communication or clarification from the property itself.

Policies are one thing. Refusing flexibility during a documented force majeure event — while also failing to respond to customer inquiries — is another.

Very disappointing approach to customer care.

In an industrial estate beside the airport is not where I would usually choose but it was a stopover on a very long trip. Pickup at airport and a clean room. A
Pool and decent food. Loses one point for the hefty charge for an early check in.

stay away from this hotel .

I had booked a stay under a non-refundable rate. Unfortunately, I was unable to travel due to a genuine medical emergency and provided documentation to support my situation.

While I understand the terms of a non-refundable booking, I had hoped the hotel would consider a goodwill exception given the circumstances. Sadly, my request for flexibility was declined without any alternative solution or partial credit.

What disappointed me most was not the policy itself, but the lack of empathy and customer support during a difficult time. Exceptional hospitality is shown when policies are balanced with compassion.

Future guests should be aware that this property strictly enforces its cancellation terms, even in cases of medical emergencies.

We felt the hotel was absolutely fine. We got the Etihad shuttle to the hotel, outside exit 7. Very easy, just asked staff member in airport. Check in straightforward. Room fine. We had meal in restaurant which was really good and enjoyed a drink in the bar. 15 mins by taxi from Yas Island, about 30 mins by taxi to city. We’d be happy to stay at this hotel again. One thing I would say is you are going to use the hotel’s free shuttle back to the airport, get there ahead of your departure time. It can fill quickly.

The hotel is old and dirty. The dirty carpet at the reception is not professional at all. The beds are confortable but pillows are too thick. The bathrooms are not confy at all. Water faucet are dirry and water splashes outside. Shower is not good as well. Water presure is low, soap dispenser is placed too low. Floor mats are paper thin.
Confort is very low in this hotel.
Breakfast is ok but could be better.
Service at the restaurant was not great. They brought us rhe wrong dish . We were in a hurry so we did not ask to replace the dish. Christmas decoration at the reception are very cheap made of cardboard and plastic bottles.
We were here for the f1 weekend and did not spend too much time at the hotel so it worked to sleep and have breakfast.

The hotel was comfortable and clean, we had a meal in the restaurant and drink in the bar which had helpful staff and good food. What lets this airport hotel down is the shuttle bus, on arrival there is no information on where to stand so you ask anyone who looks official for help and stand in hope. The first bus scheduled didn’t turn up so we ended up standing outside for 45 minutes. Next day return journey the driver said the cases had to be placed inside the bus not in the boot, while he sat there passengers manually loaded their cases onto seats to get them on.

We stayed at this hotel during our stopover in Abu Dhabi. It's a standard hotel near airport with basic amenities. The bed quality is good, even better than many higher priced hotels.
The service is fantastic. We checked in at middle of the night. Upon entering the room we noticed the bathtub faucet was not working. Someone attended that immediately.
The cleanliness needs improvement. There were hairs in the bathtub, meaning it was not cleaned.

This was my third stay at Premier Inn Business Bay, Abu Dhabi – with previous visits in 2022 & 2023, both of which were excellent & left me with high regard for the brand. Unfortunately, my most recent experience was far below expectations & has raised serious concerns about the current state of service and management oversight.

From the outset, the service at the front desk was lacking. The receptionist, Madhu, who dealt with me on several occasions during my stay, showed no smile, no courtesy & no basic hospitality skills. There was zero guest engagement – not even the minimum expected pleasantries that create a welcoming atmosphere in any reputable hotel. This was in stark contrast to my previous visits, where I felt genuinely looked after.

On my second day, I dialled “0” from the in-room phone to request the standard daily allocation of two bottles of water. Something I’m entitled to as part of the room rate. All calls were answered unprofessionally, with no greeting, no name or department identification. Despite three separate requests throughout the day, the water was never delivered. Eventually, at 5pm I was told that because I was checking out at 6pm, I would have to pay for them. A shocking & petty approach to guest service that left me genuinely appalled.

Such responses are not only unprofessional but reflect a worrying lack of training & guest care. It seems clear there is either no quality assurance or guest service review in place by the management, or such feedback is simply not taken seriously.

A notable exception was Ronald from security, who was extremely helpful on my arrival, offering assistance with phone chargers & sharing local recommendations. However, the professionalism was unfortunately overshadowed when on my departure day, he came to my room to retrieve his charger (in spite of me informing him that I will hand over the charger to the reception upon check out) & asked me to leave a review mentioning him by name. This felt entirely inappropriate & further highlighted a complete lack of proper staff training & management oversight.

It was truly disappointing to witness such a decline in what was once a reliable hotel that offered professional hospitality. A hotel is only as good as the people representing its brand at the front line. And n this case, the experience has been tarnished by poor service, lack of accountability & a general sense of indifference from the staff.

I hope this feedback prompts a serious internal review by Premier Inn’s management, both in terms of staff conduct & training, to ensure future guests are not subjected to the same substandard experience.

I had issues with my flight so returned back to the hotel, Remika was very kind and let me check back into my room for the remaining time. Thank you for your help and kindness

Stayed at Premier Inn for a few hours during a long layover between flights. Finding the shuttle was easy and the shuttle driver was lovely and it is on time. Easy check-in though it gets busy even at 2am you want to be first out of the shuttle if you have only a few hours to sleep because some people take forever to check in. My check in was seamless though.
Room was very comfortable, and towels very soft which was a real plus for my short stay. I only had 5 hours to sleep but I slept well and the hotel wasn’t particularly noisy. Breakfast was included in my rate and worth it to start the day - very good spread for breakfast and I loved the labelling of allergens which made it easy to know what I could have. Staff was also very friendly.
Departing with the shuttle was easy and it was again on time.
I’d definitely stay again for a long layover and maybe even a longer stay as it was really easy and they have a lot of shuttles as well to other areas of Abu Dhabi.

5th time there and very happy.

Travelling transit via Abu Dhabi airport this airport is ideal as it is very close and offer great value for money.
10 mins ride either by taxi or hotel shuttle bus service.

The hotel a big restaurant and a nice bar and as well as a Cost coffee.

Rooms are nice and clean no frill but ideal to have rest.

Excellent choice for transit passengers.

Everything we needed for a 12 hour layover on way home from Oz. Shuttle service quick friendly check in at 2am, great bed, quiet, good breakfast and super vfm.

Great place to stop over from airport,

Room service was good, the breakfast was very good.

Not a great place to stay. Bad front desk staff and attitude. No proper shuttle service and bad policy. If you are three staying in the room they force you buy extra room

After spending 10 weeks in Abu Dhabi (mixed offshore and onshore in one of the work camps) it was a pleasant to stay in a nice surrounding, to relaxing for the night, before I would fly back home for my leave.

The staff is proffesional, and relaxed, the room was clean, clean bed sheets, clean bathroom.

The restaurant: a big choice with food, and a nice menu, and the food is great. The Next time, I will be staying here again

Our two-night stay was amazing. Our entire experience at the hotel would have been 100% perfect if Ms Chaing/Khaing had been a little more courteous and assisted us in properly checking out by updating our access card. In fact, we are willing to pay the Aed 25 rather than going up with our access cards blocked in the elevator and our room, making us appear as dumb visitors.

This is what happened. Before leaving the hotel in the morning going out to Yas Mall, I told the lady receptionist Ms Chaing/Khaing if she can allow us to check out late, maybe at 2pm. She said a fee of Aed 25 will be imposed after an hour after 12nn but after pleading with her, she allowed us until 1 pm for free which we were very glad to hear that.
We hurriedly went back to the hotel making sure I am in he reception before 1 pm to ask for a 10-15 min extra time to pack our things out. She just said ok but not at all friendly.
What happens next is that I cant access the elevator going up (it was 5 minutes before 1pm). Thanks to the security gurad, Ronnel, who scanned his card for me. What makes me more furious was reaching our room to find out, all our cards were already blocked. A housekeeping staff saw us struggling there and approached us to see the reception again.
I approached the male staff in the reception who was very polite and updated our access card right away when I said I just need 10-15 minutes extra time. Why didn't Ms Chaing/Khaing do it instead when I approached her?

The hotel itself, room and staff are all great. Only let down is the free shuttle service. No space to put the luggage and the driver isn't very friendly and not willing to help.

Horrible customer service from this hotel. I had my flight cancelled so I no longer need the accomodation as I have to connect to my final destination through another country now instead of Abu Dhabi. I tried to get a refund even though my booking was non refundable it was denied (which is fair) I tried to change dates for another time when I was in AD it was denied so I had to cancel my booking and lose $100s and after all this they charged me an additional cancellation fee. I understand hotels refusing a refund on a non refundable booking but I have had other hotel chains understand the situation and provide a refund or flexibility. But there was none from this hotel just take your money and then charge you even more for cancelling for reasons outside of my own control.

The room was very clean and tidy. Also very quiet which made for a great night sleep, The accommodation offered a free shuttle to and from the airport. The staff were very polite and helpful. It was perfect for a layover and I would most certainly choose this place again if I go through Abu Dhabi

As a regular, this has always been my go-to place. From the reception team led by Arun and these 2 amazing guys who cleaned my room during my stay(Martin and Varun), they were polite as always and willing to help whenever you need something. Will definitely recommend it and will come back soon..