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.

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.

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