Premier Inn Epsom South

Unfortunately we had a rather unpleasant one-night stay here. Following a late and delayed flight, we tried to call to inform the reception team that we would be arriving past midnight, but unfortunately the telephone number just rang and rang and we were unable to get through to speak with anyone. Luckily, we managed to check in fine and went off to our room. Upon entering our room, we immediately noticed it was generally quite grubby, but given the late hour, we just wanted to get some rest. However, upon entering the bathroom, we were shocked and frankly disgusted to find what appeared to be vomit on the toilet as well as on the floor between the toilet and bath. It seemed clear that someone had been sick and (somehow) this has been completely missed and not cleaned up! This was deeply unpleasant, disgusting and quite frankly completely unacceptable. How a maid would have missed this is completely beyond me. We spoke with the gentleman at reception who managed to see us to another room. Unfortunately there was an extremely strong smell of cigarette smoke present in this room. This was the only available room, and by this time it was around 2am, so we had little choice but to open the window and try to make do for the night. Sadly the problems didn't stop here and additional issues in the second room also included no TV remote, only one towel provided, a questionable stain (possibly blood) on the curtain, as well as a stained pillow (we had to use a folded towel to sleep on instead) - particularly worrying as this one was found in the bag of pillows that are sealed away to confirm they are fresh. At checkout, we asked how we could make a complaint and we were told to send an email off which we did, accompanied with images. The customer service we recieved was sadly quite underwhelming. It was clearly just a standard copied and pasted reply with a very short mention of a few of the details I listed, oddly completely ignoring the fact there was vomit in our bathroom. It's quite disappointing that this wasn't addressed, nor was any explanation attempted to be made onto how this was missed, and what they would do to ensure this did not happen again. As a regular Premier Inn go-er, sadly I would not recommend this hotel if you are looking for a clean place to stay.

The staff make this hotel. Honestly it’s not got much kerb appeal, and yes it’s a little run down, but what it lacks in glamour it makes up for in heart. We stopped here so we had somewhere to sleep after a football game in London. Check in was quick and easy, with a friendly welcome. The room itself was tidy and comfy, although a little warm. The window looked over the back of the pub, but thankfully we weren’t there for a view! We were missing a spoon and an extra towel, although the latter seems to be a running theme when you travel as a family of 3, there only ever seem to be 2 towels?! This was rectified by staff quickly. We all had a good sleep and a the shower the next morning was lovely. Two of us went for breakfast, this was ok, the pub has only just been taken over by premier inn so there’s a lot of changes going on, with only half of it functional. The food was hot, some of it was a little dry and there was a short wait on replenishing some items. There was a great choice of both full English and continental items. Overall it did the job for us, and I’d absolutely stop again. I do really thank everyone who works there for being happy, attentive and just lovely.

I had an excellent stay and wanted to highlight the outstanding service provided by Natalie and Laura. They are truly a credit to the company — professional, welcoming, and consistently attentive throughout my visit. Their warm approach made a real difference and elevated my entire experience. This was by far the best service I have received at a Premier Inn. Thanks to Natalie and Laura, my stay was comfortable, enjoyable, and hassle-free. I would highly recommend this location to anyone looking for exceptional hospitality.