Premier Inn Hemel Hempstead West

This Premier Inn is shockingly poor, its dirty, the room is very dated scuffy with paint peeling off the walls, rubbish everywhere outside, on arrival we were told the restaurant was closed, the lift was broken, the disabled toilets were broken, not good after a long drive, the disabled parking was being used by the staff and was also on a steep slope. The staff were rude, completely uninterested and basically told us to go elsewhere if we wanted to eat but couldn't or wouldn't tell us where, so we went back out in the pouring rain to try and find somewhere to eat, we were constantly told they were short staffed, something of a recurring issue with Premier Inn, i have not been in a Premier Inn for months and months where short staffing is not brought up as an excuse for something, it's an excuse that also covers complete incompetence another regular accuance with Premier Inn. I can't understand where Premier Inn has gone so badly wrong, the prices are rocketing up and standards are dropping drastically, very poor management at the top, Premier Inn needs a bloody good shake up and start remembering its the customers that keep the company in business, but now we are seen as a complete inconvenience, the great product and good customer service they once had, has unfortunately long gone, wake up Premier Inn...

Nilima and Ameen went above and beyond to find a room. I booked one and it was confirmed with a booking number. Went straight to the hotel in which at the reception I was told the hotel was FULL. It was getting late and I had nowhere else to go. Both Nilima and Ameen cleaned and prepared a room for me. Am very grateful.

Firstly, I was surprised to find that the hotel did not provide any baby changing facilities in the reception area. As a parent traveling with a baby, this caused significant inconvenience. When I asked where I could change my baby it was suggested I used the disabled toilet, which would have meant using the floor to do so. Given that many hotels cater to families, I would have expected such a basic amenity to be available, or at least be informed beforehand that it was not. Secondly, I was unexpectedly charged an additional fee on the day of my stay, without prior notice or a clear explanation. This charge came as a surprise and was not communicated at the time of booking. It clearly stated on your website and our booking confirmation that this was the total amount payable. I feel that guests should be made aware of any additional costs upfront to avoid confusion and ensure a transparent billing process.