Premier Inn London Putney Bridge in London

The stay was diabolical. Me and my child arrived late evening on our first night so I could not do much about the room other than take images of what we walked into and attempt to sleep. The following morning I explained to the front desk staff the issues with the room and asked if we could switch to another room. I showed the staff member the images of the room and they were very apologetic. The gentleman I spoke to went as far to say he was embarrassed at the room and he would not be happy to stay in it either. He explained there were no spare rooms for us to switch to but offered to try and reallocate us to another Premier Inn hotel. I agreed to this however after making enquiries all hotels in the Greater London area were fully booked. He apologised again and said he would allocate housekeepers to deep clean our room during the day whilst we were out. I thanked him for his efforts and went out for the day. On returning at around 9pm it was immediately apparent the room had not been tended to by housekeeping. I went to the front desk and requested some clean towels and asked the evening staff member to check the system to see if there was a reason to why the room had not been cleaned. She checked and confirmed a request had been noted on the system for housekeeping to clean our room and apologised this had not been done. She added another note to the system to log this. The following morning on check out I asked how I should go about escalating the matter. The duty manager encouraged me to call customer services to explain the situation and she again apologised. This morning I called customer services to explain as instructed by the hotel. The call center staff member was again very apologetic however after a lengthy phone call the “good will gesture” I was offered was £30. I explained to the call centre staff it felt quite insignificant and insulting given the standard of the room followed by failings of housekeeping to try and rectify the filth, mould, rust, stains, damage, dangerous plug sockets and odours we had to pay two nights to endure. I asked if I could forward the images I took of the room to higher management for review before going any further. The call center staff member basically told me management would unlikely offer anything other than the £30 good will gesture despite the chains offering of a goodnight guarantee. I was astounded I was being told to take the £30 or risk being offered nothing by way of acknowledgement. I would love to speak to a member of management and ask if they feel they would be happy for them and their 11 year old child stay in the room which we did for two nights, let alone have to pay for it. I do not think Premier Inn should boast a “good night guarantee” as part of the marketing campaign if they are unwilling to acknowledge the instances that the do not deliver on this

Premier Inn pulled a classic "bait and switch" by offering me a room at a lower rate but then changing the location of the hotel I was booking from Hammersmith to Putney Bridge. I did not learn of the change of location until they sent me a receipt. They also changed the date of my booking from March 6 to February 6 and then charged me a higher rate to change the reservation date. The "free" internet is also a scam. It doesn't work well and is an attempt to get guests to purchase "premium" internet access. Stay away from these cheats!