Premier Inn Marlow

The room was very comfy and had everything I needed for my overnight stay. Staff are friendly and the breakfast was cooked to order. Charlotte made sure I had everything I needed to enjoy my breakfast.

This hotel is a disgrace to the Premier Inn brand and the management and central customer services don’t care. Please go ahead and stay in a hotel which is visibly falling down, filthy and with uncaring staff if you need to but we’d strongly suggest you avoid it. There’s A4 pieces of paper pinned over the hole in the ceiling above the toaster! Lovely crumbling masonry falling on the toaster! There’s hardly ever anyone on the reception and they don’t answer their phone. When we eventually got to speak to them about lost property they didn’t know if they’d found my property or not. This is not to the Premier Inn standard at all. Very sad.

I love Premier Inns. Mainly because they are excellent value and you know the standard will be consistent. Sadly this hotel did not meet this. The receptionist seemed rather hot and bothered and had a bit of a couldn't be bothered attitude. She wasn't welcoming or professional. I asked to buy breakfast upon check in but she simply handed me the key and said "buy it in the morning". So then we went to the room we were directed to and opened the door and there was someone else in there already! We were so shocked! Back at reception she said she had forgotten she had switched rooms earlier, so she gave us room one, an accessible room. It was tired looking, in fact the whole Premier inn looked desperately in need of a refurb. The bed was like a rock and the pillows were limp (usually the pillows are so plump in PI) The tv had no remote, so back at reception she gave us two and said one of them will work. Well neither did as they had no batteries! Back at reception and some batteries later we finally had a remote control. The room had a damp smell and wasn't well noise proofed so you could hear every footstep in the building and some outside noise. We didn't have the best nights sleep and probably wouldn't go back unless this PI was completely refurbed. Even the corridor where the main entrance was the carpet was dirty with bits everywhere. I couldn't connect to the free wifi - the receptionist said "yeah wifis rubbish here!" Oh and the walls in the restaurant were filthy with food etc and the walls desperately need repainting. Its really hard to get a carpark space on the weekend too.

We had to reject an unsafe room, was offered no alternative and had to find another hotel. On arrival in our allocated room (16) we found the room to be in very poor repair (broken windows, dirty curtains trapped between the secondary double glazing and broken old windows so they would not shut properly, an extremely powerful mouldy damp smell in the bathroom which made us feel ill, and a fire exit door outside our room door that was sticking due to a broken hinge). We did not feel it was a safe or healthy environment for our four year old son. We reported this to the reception staff who was sympathetic but said there were no other rooms available, and that the hotel was in poor repair and was going to shut very soon and be rebuilt. In my opinion it should already be closed. We then said in that case we wanted a full refund. The member of staff phoned a manager and put her on speakerphone. Initially we were told we would only be refunded for the second and third night of our stay. I stated that this was unreasonable and at that point we were promised that we would receive a full refund. So far we have received no refund and also have had an invoice for one night's stay. We then left the hotel and had to find another hotel nearby quickly as our son was tired, which ended up costing us more than double. This hotel should not have the Premier Inn name, because it is nothing like as good as most of their hotels.

Honestly would not stay again. When I questioned why we did not get given the rooms we had booked (several single people having to share beds) I was told they were full booked and couldn’t do anything about it when I had booked these rooms in advanced. The man on reception kept arguing and saying it was our fault for confusing him.

This hotel did not match up to other Premier Inns where we have stayed. Both the interior and exterior needed redecorating and some repairs. Our bedroom and bathroom, although large, were looking a bit sad. We stayed for three nights and had a constant problem with our key cards not working. We had to get them updated each day and the staff were not especially helpful or sympathetic about this. There is some limited parking outside, free overnight, but the nearest car park is five minutes walk away. As with all Premier Inns, the bed was super comfortable and the breakfast freshly cooked and with plenty of choice. The evening menu was best described as third-rate pub grub but very cheap. There are plenty of very good restaurants nearby. If this had been my first visit to a Premier Inn I would not have been in a hurry to go to another.

Our room was the tiniest we had ever had. It faced the front of the hotel so traffic noise was a problem. The furniture was old and shabby. Late in the evenings teenagers met beneath our windows causing noise until late. Having a restful evening in pleasant circumstances was simply not possible. Downstairs in the restaurant run by Whitbread we were served on the first 2 days by men who insisted on trying to remember our orders without writing them down. Invariably some items were missing. The choice of breakfast buffet was very small, and has been getting smaller and smaller over the years at Premier Inns. Walls and skirtings were grubby and had large black patches which were dirty. On our last day two energetic girls served us. They wrote down orders and I saw that some wall marks had been cleaned off. Our last four stays at Premier Inns have been marred by poor service, dirty conditions and a generally lax attitude to guest's needs. Staff are always pleasant and helpful but are not plentiful enough to give a good experience. The general management of the hotels must be very inefficient to allow the multiple problems at Premier Inns to persist. What a shame. At one time they were excellent and we had enjoyed our stays. Now we will stay elsewhere.

Hotel was very convenient. We could walk to everything. Plenty of shops, cafes, restaurants to choose from. Close to the river so very nice to walk along

Positives: the hotel is in a great location; parking is in a public car park 5 minutes walk at £6 for 24 hrs; drop off is outside the pub; the room we had was clean with good strong shower Negatives: the hotel has no lift, is tired and clearly in need of renovation especially as it is an expensive Premier Inn - twice more than what we paid for in Marlow and Stratford-upon-Avon on this same trip.