Whitbread Omdömen 

We stayed in the Premier Inn at Boston Lincs from 3rd June until the 8th June 2026 and having stayed in so many Premier Inn hotels over many years and have to say this time we were so shocked of the room cleaning service we received from this Boston Premier Inn cleaning service and also some of the reception staff and also the rudeness of the Manager as trying to report our displeasure of the fact our room 12 after requesting our room was serviced for the last three days. On the Thursday not finding anyone to tell in the morning at Reception we wanted our room 12 serviced we pushed a buzzer and waited 20 minutes but no one appeared so we left the hotel after putting the "Please service our room" sign on our door handle. However when we returned in the evening we were told our room had not been serviced as we had not told receiption before 12 O clock that we wanted it serviced. Of course I replied there was no one to speak to and also pushing the buzzer and waiting 20 minutes no one appeared! This was just ignored by the person on reception. We received a visit to our room from the hotel manager who informed us she had just returned from her holiday. We told her we had a leaking shower at the rear which was why the shower mat was so wet and had to be changed daily. Her reply was we have that done after you check out! Why wasn't it sorted out that day I ask? We also told her about our noisey fan so she brought another one but left the noisey one in our room. She also asked do we want fresh bedding each day, Sue said no just the bed made thx as having requested our room was serviced our bed was not made and the cups were left dirty and no hoovering was done by the hotel cleaning staff. Having reported this we thought it would be receified but on returning that evening again all was the same so at the Boston Premier Inn a room service only includes the rubbish bin being emptied and the towels being replaced even though they were not in the shower! So again we washed our cups to have a drink and Sue made our bed. This continued until we checked out on the 8th June and luckily saw a member of staff who asked us if everything had been alright with our stay. Of course both of us told her about the lack of room service and washing our own cups and Sue making our bed every evening. Sue also told her she had stood on something so knew no hoovering had been done. She apologised and said she would inform the manager of this complaint. We said when is she due in as we had not seen her since she visited our room before. As we were so upset by this experience to make sure the manager was informed I sent an email however after waiting 7 days I realised this would not be replied too so called Guest Services Feedback and raised a complaint on 15-6-26 and was told their would be a reply by email within 48 hrs as they had to speak to the hotel mamager. This never happened so called again om 20-6-26 and was told no resolution had been reached and no update email received either. 23-6-26 called again and requested the complaint ref number and was told it was WHB-3148492-J6C6 but still no update yet. Called again on the 25-6-26 and demanded this was escalated to a manager so Jack spoke to his manager. Jack also said Molly who cleaned room 12 stated as we didn't require fresh linen daily she never touched our bed! Again told his manager would be calling me in 48hrs no call or email received. So called again on 2-7-26. Finally manager Andrew sent an email refusing our 5 day hotel stay refund of £371 giving the reason as we never reported this to the hotel while we were there! It also said this decision was final and no further calls or emails would be answered by him. Of course I answered his email staraight away but as he ignored it I made a final call on 15-7-26 and spoke to Hidie explaining that this complaint needs to be escalated to a senior manager! Instead I was again promised Andrew will be calling me in 2hrs and of course no call or email was received so please make up your own mind up if you think we done enough to make the manager of her Boston Lincs Premier notice of our complaint regarding our room 12 servicing or lack of it. We also advise you to look elsewhere as the standard has gone well down hill and guest services and the manager are not prepared to admit any mistakes and treat long standing member customers like dirt in our opinion you have been warned John & Sue Norfolk

Appalling service staying at premier in. For 5 nights in meal deal. Went for food tonight was told no sorry short staff and bookings only restaurants had over 17 tables free. Dirty toilets hasent been cleaned as night before my rubish was still in bin in toilets toilet brown and sink. Staff think it’s ok to where shorts 3 days running with big rip in groin I kid you not.
Bfast ceral left out 24/7 with cling film over it.. place needs a inspection which I will send all pictures to them ewww
Have

Submitted a Subject Access Request to their Privacy team, following huge problems with a hotel booking.
They are required by GDPR legislation to respond in 30 calendar days. Currently 57 days and counting…
No response to emails. No published phone number.
Unprofessional and in breach of the law.

Room was very good food was awful, breakfast burnt and over cooked. Evening meal very limited choice, and food was rubbish microwaved to death , staff were good

Reviews say it all, corrupt place full of people who have a job to do and don’t do it, I’m unpaid 2000 in wages and hr doesn’t respond to workers do you either have to leave or put up with management doing nothing to help, and hr not doing anything , legal action will be taken place so it’s ok

Absolute joke of a company
I have had problems with two of its subsidiaries Premier Inn and Toby Carvery whose tactics are just to ignore and run away but of course keep the money paid to them and just don’t care.

I will now be boycotting any company owned by Whitbread.

Premier Inn just lie in any correspondence so it’s totally impossible to deal with them and I won’t ever stay in a Premier Inn again or go to a Toby Carvery.

Booked into Caernarfon Premier Inn for the weekend. The onsite TableTable bar/restaurant called last orders at 2130 on a Friday night. Plenty of people in the bar and they were turning people away. Company Website and Google Maps both say it’s open until 2300.

Disgusted to be told by Customer service that the meat they use in all of their outlets/restaurants etc are from Halal certified abattoirs. This is not stated on their menus or their websites. I do not follow the Islamic religion so don't want to eat meat from animals that have not been fully, non recoverably stunned before slaughter. I will no longer be a customer. Boycott until they change this or properly label their food, so that their non-muslim customers are informed.

I stayed at Premier Inn Derby City Centre (Cathedral Quarter) during the annual Tomb Raider Derby event at QUAD, and my experience with the in-house Thyme restaurant and subsequent handling by Whitbread has been extremely disappointing.

The initial issue began as a payment dispute in the Thyme restaurant during a very busy evening connected to the event. What escalated the situation was not the payment itself, but how it was handled. During this interaction, I was told that my “presence, height, and gender are threatening”, followed by the comment “if you apologise, everything will be forgotten.” I found this deeply uncomfortable and inappropriate, particularly in a customer-facing environment.

Rather than addressing this concern, the situation appeared to worsen. I was asked to leave, and later I was informed that I had been banned from the restaurant and hotel. What followed was even more troubling: this ban was then used as the basis for me being banned from the Tomb Raider Derby event at QUAD, despite the original incident having taken place outside the event and venue. This felt disproportionate and disconnected from what actually occurred.

When I tried to seek clarity, cooperation was minimal. Requests for explanation were repeatedly redirected, and concerns about the discriminatory comment were never substantively addressed. Internal notes later disclosed to me (in redacted form) appeared to present a one-sided narrative, focusing on characterisations of my behaviour while omitting relevant context, including the comments made to me.

I was also repeatedly told that the police would be called, which felt intimidating in the circumstances, particularly as there was no allegation of violence or criminal behaviour. To my knowledge, no police report exists, yet references to police involvement were later used in correspondence, further reinforcing a narrative that I believe was unfair.

What was especially distressing was the sense that information about me had been discussed informally with other customers, contributing to gossip and reputational harm. From my perspective, a situation that should have been handled quietly and professionally instead escalated into something far larger, with lasting consequences.

I am sharing this review because of the lack of accountability, transparency, and proportionality shown throughout the process. Large hospitality companies should be able to manage disputes calmly, investigate discrimination concerns properly, and avoid allowing narratives to form without balanced review.

I hope Whitbread reflects on how situations like this are handled in the future, particularly when events, safeguarding, and reputational impacts on customers are involved.

My wife and I had a dreadful experience at the Premier Inn in Newhaven:
1. The room had not been prepared for double occupancy - insufficient towels, tea, milk etc
2. The sink had to be bailed out into the toilet due to stuck drain plug and blocked overflow.
3. The fire alarm woke us up at 0115.
4. We had difficulty getting back to sleep because of a noisy radiator.
5. The TV remote control was broken.
6. Customer Service refused to give a full refund because the hotel staff had not logged the issues I reported to them.
I have been very satisfied with Premier Inn for many years, but will never use them again. I just wish I had checked their score on Trustpilot before making this booking.

Do not go to this place, you'll get ripped off on parking, my family went in two cars, we put in are registrations, then a couple of weeks later I got a £60 fine, it says if you don't pay in two weeks its £100, the scam there is you appeal and they keep you waiting then you end up getting £100 fine, STAY CLEAR DO NOT GO, and any form of communication is impossible, all you get is answer machines, I paid the £60 to stop it escalating to £100 and was then informed I couldn't claim it back, total rip off, so every review site will be getting a post I feel that strongly about this highway robbery

Great service, had a wonderful birthday party for wife and extended family.
The Beeches in Gresford, Wrexham

Dirty, awful service, broken toilet

awful customer service, dirty room, broken toilet, left disabled guest unable to wash safely, air-con turned off so issues breathing, hotel staff didnt care,
no room swap available so told to claim under the refund system and now been told it doesnt count.
after 20+ years using them, never again.
appalling communication, no reply to emails from hotel manager.

We called at the Beeches in Gresford for lunch at 1.30 p.m. After waiting at least half an hour and asking if the meals would be long they were waiting for eggs for the mixed grill. Both meals arrived almost cold and with something missing on both plates. After telling staff and returning the meals we weren't charged for food, just drinks. Really disappointing.

The company wouldn’t allow disabled children to eat food that was brought with them this specifically against the law the disability act and just plain common sense and decency and absolutely disgusting act from staff who should be immediately fired, as if life isn’t hard enough for parents raising disabled children. This story is on the local news as well.

Four of us went to the Heath at Dibden Purlieu to celebrate a birthday. On arrival we were told the restaurant was full but we could order food in the bar. We all had drinks, a main meal & 3 of us had sweets to follow. Having used the Heath in the past one of us always opened a tab & then paid at the end. Not this time. I was told we had to pay up front. OK for drinks but not for food that we had yet to consume. When the food came out we all immediately noticed the portions were smaller & in a couple of cases, not particularly well cooked. To add to the poor ambience we noticed several tables where plates hadn’t been cleared or the tables wiped. All in all, this place has become over-priced while the food & service is poor quality. We won’t be darkening their premises again any time soon.

Was told I didn't meet the age criteria for the job ,im 35 and too old?
Thats a new one.

I was called by a HR person (woman) for a job interview and I realised after a few minutes I was talking by myself.

She has shut the phone into my face! When I wanted to check the number, I couldn't find it anymore. I did not even knew you can delete it like this.

Anyway, very unprofessional. These individuals are a shame for the society!

I stay at a Premier Inn a few times a year, but have found the menu in the attached pub has the same meals wherever I stay. You only seem to cater for people who want chips as there is no jacket or boiled potatoes on the menu. As a disabled person I found the pubs were accessible for me to enjoy an evening meal. But am now thinking I need to eat elsewhere as the food is so predictable and boring

I booked business travel and the UK embassy made an error with visa dates, as a company we regularly use Premier Inn but in this instance there was no support, I cannot get hold of anyone to talk to, the number I was given to call was not very helpful. This has led me to write a review instead of simply discussing the situation. There needs to be more care for Travellers in these instances with clear communication channels.