Premier Inn London Romford (Mercury Gardens)

The receptionist is super friendly. The room is clean and tidy but not looking very good in maintenance.

The extra beds are hard and uncomfortable, good location, near both shopping centers and train station.

We had booked 2 rooms and had requested that the two rooms were near each other and as we had a newborn baby with us, we asked to be either on the ground floor or any floor in the main building as there is a lift there. We were given first floor rooms where there wasn't a lift. After a while they exchanged our rooms to the 1st floor in the main building that had a lift. When we got into our room the toilet would not flush as it seemed to be blocked. I reported this to reception as was told "there's nothing we can do about it???" Is there no maintenance staff in this hotel? I asked for a plunger and told them I would fix it myself. The next day I once again requested a plunger as I heard nothing from reception. I was then told that they couldn't find one and that "they were going to ask in the bar if they had a plunger" Once again, I heard nothing!! On the third day of my stay (after having to go down to the bar to use a bathroom or use my daughter's room who stayed in another room) I decided to go and buy a plunger and fix the issue myself. I have NEVER stayed in such a despicable hotel in my entire life. As I said, I have always stayed in this hotel but after this experience I'll never stay here again. I should have read all the previous reviews that have stated that the hotel has gone from bad to worse in the recent months. On 2 of the days that we stayed the breakfast came out cold and the poached eggs were basically boiled eggs. The bacon was rock hard and the black pudding tasted like someone spilt an entire container of salt on it. The bar closed as 10pm on the Friday night and 9om on the Sunday night? I was told by the staff this was due to understaffing? My daughter requested her room to be cleaned on the Sunday (requested by 10am) and when we got back that evening nothing had been cleaned (only a new sheet draped over the chair) The bins were not emptied and the new sheet didn't fit so they had to sleep on the bare mattress. As we were travelling with a newborn baby, we requested a cot when booking the hotel. After checking in we had to request 4 times at reception for the cot as it wasn't in the room. The cot finally arrived late that evening

Worst hotel I’ve ever stayed in. Stayed here with work colleagues and we all had major issues. Dirty and rundown hotel, room stank of cigarette smoke, bedding was stained and covered in black bits. Colleague was given key to an already occupied room, complete with guest smoking out of the window. Couldn’t have dinner in evening as fully booked. Couldn’t have cooked breakfast in morning as not available. Please avoid.

The smell of **** in the halls was absolutely disgusting so bad it was coming in to our room and our clothes had a smell of it the next morning! Ate at the beefeater staff were stunning really nice but the meal was not great! Also it was closed on the Sunday which was a bit of a nuisance

Yet again no table available despite having a meal deal pre-booked and no offer to book a table when one became available. This is a repeated issue. No chef at breakfast. Despite paying for a meal deal, only toast or continental breakfast offered. Not ideal on a cold wet day when you are hoping for a hot breakfast. I was offered to drive down the road to another premier inn for breakfast! A refund for the meal deal would have been appropriate but that was not offered. I was made to feel that the issue was my fault. unlikely i will return or recommend Premier Inn to colleagues or friends based on this experience.

Run down / rude staff / no cooked breakfasts but happy to take your money and no offer of any refund and no prior notice. Rooms are outdated and need maintenance / renovating. Staff in restaurant were rude

The room itself was lovely. Good size despite 4 of us in the room. But pre paid for breakfast and told that they weren’t serving full English breakfast and we had to walk to the other Premier Inn in Romford. Ok for us as we don’t have mobility issues but for some this could lead to no breakfast. Bar also shuts very early. 9pm on most days. We arrived at half 9 and wanted a drink in the bar but told we couldn’t.

Absolutely disgusting service at check in, I've never been spoken to at any Premier Inn like we were spoken to by Hasna. On arrival, we presented Hasna with our confirmation email. We book regularly with Premier Inn, and this was no different to what we always do when we check in. Only this time Hasna accused us of not paying and demanded that we now pay. We refused, knowing that the money had already been taken, and to show this, we presented Hasna with the confirmation email, the transaction number for the payment, and the authorisation code of the transaction. Hasna still refused to accept that we had paid, despite the evidence, and wasn't even prepared to give us the benefit of the doubt. We later discovered that there had been a new computer system of some sort involved with the bookings, and even with this information we were still not trusted that perhaps the customer was right and the system was wrong. After much arguing, with a complete lack of sympathy, understanding or empathy shown by Hasna and it being 'not her problem', we asked to speak to a manager or a supervisor. Hasna then contacted someone she said was called 'Sarah' and was apparently a manager. In the morning of checkout we discovered from Djalil that this person doesn't exist and that Hasna obviously made up the name. So I have no idea who we spoke to, or who this 'Sarah' was, but it put us no closer to getting into the rooms that we had already paid over £200 for. I also overheard her say the phrase ' I don't believe them' on the phone to whoever it was she was speaking to, whether this was regarding the money or our disgust I don't know. We had a meeting in London that we were now running late for, so asked if we could just be let into one room to at least freshen up before we headed to the train station. We were escorted to a room (not both the rooms we'd paid for) by Hasna, in front of a room of people waiting to check in behind us, bearing in mind we'd been arguing in reception for half an hour at this point. She then detained the key, and wouldn't allow us access to come and go freely. We felt like criminals at this point, like she thought we were going to steal things or break items. As she was explaining what was happening outside of the room she said "I'm only going to say this once". I was shocked. By this point, my travelling companion was in tears. Upon entering the room, we then contacted someone back home to obtain a bank statement to prove the transaction. We found one, and indeed the money had already come out. Finally, after going back downstairs and showing the bank statement, we were finally given our keys, with no apology or sympathy. We were late for our appointment in London, and we felt uncomfortable the whole time we were in our room, or walking through the hotel. The person I was travelling with couldn't sleep that night, and I lay in bed angry for the majority of the night. I've never received such atrocious service from an