Premier Inn Luton South (M1, J9)

Rooms are horrendous. Absolutely dusty, bathroom and rooms need a serious dust and deep clean. limescale and dust everywhere. Heating doesn’t work so they give you plug in heaters which barely heat up the room. Horrible spider infestation, dead spiders everywhere showing that the haven’t cleaned the rooms for days, otherwise how could they be missed cobwebs in the rooms and all over the reception. During my 2 night stay i encountered 3 live spiders, which were massive. We had to purchase our own cleaning products to clean the room. I have never experience a premier inn this bad! The dust was unbearable and having 1 receptionist is not convienient especially in an emergency.

Stayed 1 night and selected this hotel mainly for its location just off the M1. The hotel does need renovating as the rooms are at the end of their lifespan. My heating system gave off a weird sound, which meant a disturbed night's sleep. On the positive side the staff are friendly and the room was spacious and the bed was comfortable. I had breakfast and as with all premier inns it was delicious. Overall very good vfm.

We checked in between 9pm to 10pm on 30th Dec after a long 5 hour drive only to find that we were not given a proper family room. There was only 1 bed set up for 2 adults and a child. Our main complaints are:  Only 1 bed was set. We spoke with Jonadab at Reception who told us we had to make our own bed. We were not happy with this and asked for a proper family room that was set up for 3 people. He told us this was not possible as all family rooms were fully booked. I said to him, it is not right that we should have to set up our own bed when we booked a family room. I told him, we have a 10 year old daughter who is desperate to sleep and his response was "there is nothing I can do, this is a house keeping error, extra blankets are under the bed".  It was clear Jonadab did not care.  We then returned to our room to set up our child's bed, only to find there was no covers for the blanket. I returned to Jonadab at reception, I asked for a different room a second time, which he refused. He handed a blanket cover but made no attempt to investigate our room or help. I advised him that we would request a refund and goodwill payment as our booking has not been honoured. We paid for a family room but was left with 1 bed for 3 people. Jonadab repeatedly did not care. He told us to return in the morning to complain to a different member of staff. He assured us we would get a refund via "Guest Relations" but the reality at the time was we just wanted a comfortable sleep. Then about half later, we went to have a shower only to find 1 towel for 3 people. We returned to Jonadab at reception where he handed us only "one towel". We had to ask him for a second towel to which he sarcastically replied we can have as many towels as we like.  On checking out at 3.30am, we then spoke with a different staff member, Shobana at Reception to voice our complaint which was less than 6 hours since we checked in. She informed us there was 9 other family rooms currently avaliable. She was shocked that Jonadab made no effort to set up our extra bed or made no offer to provide an adequate room for 3 people. She explained that had she been on duty, she would have apologised, changed rooms or offered to set up our bed within 5 minutes. Shobana was very friendly and understanding and explained that Jonadab's actions and attitude does not reflect Premier inn's standards. She advised us she would let management know about our negative experience. Jonadab clearly does not care. He had every opportunity to make our stay welcome, but did literally the opposite. We've stayed at many Premier Inn's but sadly the standards dropped here with Jonadab. This person needs training... Or a change in career.

Upon arriving at our room, we went to the reception to advise that our room:- 1. Was far too small for a double and 2 single beds. As all the beds were pushed up against one another, only one person could get out of the side of their bed and that was the only person who had a bedside table. There was no walking space at the end of the beds, which was the only place you could sit. 2. The heater was off the wall and appeared unsafe (we later noticed a portable electric heater was already in the room indicating this issue was not new). 3. The right side curtain was dangling of its rail at one end Please note I have added pictures to support this statement. Also please note the bedroom picture is AFTER one of the beds was removed to make more space and the curtain was attached to the rail as best as possible!!! When we reported the above to the receptionist, she could not have been more unhelpful. She said there was nothing she could do to help with our issues. When I asked if there were any rooms available where guests had not yet checked in, she said we were the last...yet she blatantly checked in the guests behind us at reception when we gave up seeking assistance from her. We did not sleep well that night, despite doing our best to fix the curtain ourselves. We could not block out the street lamp outside which shined brighly into the room. For our second night's stay, I decided to pack away one of the beds under the double, and I left my wife and children to stay at my mother's in Bedfordshire. Regarding breakfast, we quickly discovered the cooked breakfast was not up to the usual Premier Inn standards. When I asked the restaurant waitress when beans were going to be put out, she said there was a shortage of beans and they did not have any. We have two children and this was another disappointment to add to our visit experience. Recommendations A majority of the rooms at this Premier Inn are suitable for 2 singles or a twin, and with a third bed at a push, but are no way family rooms for 4. There is negative feedback on Google reviews mirroring my comments, suggesting this Premier Inn is not being managed and maintained to the standards it should be.

This hotel is desperately in need of a refit, from exterior (pot hole ridden car park) to interior. Everything has seen better days, carpets, bathroom suite fixtures and fittings. Noisy central heating 'clanging' and 'gurgling' from 6am. The staff were friendly and welcoming. Reasonably clean, but the dreary condition made this hotel feel dirty. Very convenient for Luton Airport

Lovely stay as always but the when we arrived at reception the lad behind the counter not welcoming at all no hello no do you want to book breakfast and when we did ask he said we could pay in the morning. So in the morning we were left waiting for our cooked breakfast as the staff weren't expecting so many people paying in the morning the receptionist could easily let people pay at night with there card not like it's hard work is it he has the attitude of Carnt be arsed not a good good for premier while the morning crew were much more happy and smiley even though they were up against it. The other down side was there were no hot chocolate