Premier Inn Jersey St Helier (Charing Cross) hotel

really great location, with an excellent service manager who is really attentive and staff who are really helpful. Nothing seems to be an issue. great size rooms. Dinner and breakfast were good, and there was a great choice.
Will be back again .

We arrived late on a bank holiday Sunday and to our horror, the room was in a bad way. Aside from it being quite a dysmal room, there was a blood stain on the bedding, several pubic hairs on the shower wall and the general state of the bathroom was poor, with bits of wood flaking off and in serious need of repair. Since there was no phone in the room we had to go to reception for help. We were subsequently told that the Premier Inn had a policy regarding the size of bedding stains. How disgusting! Returning to our room we took a photo to demonstrate how gross the stain was, but the lady at reception expressed no interest to see it. Instead, she advised there were no other ‘flex’ rooms available but that they could give us fresh bedding. Unfortunately they initially delivered the wrong linen to the room (prompting us to go downstairs again) and after eventually getting the proper bedding, we had to change the bed ourselves (which was understandably the last thing we really wanted to do after a day of travelling).

We didn’t sleep very well given the lack of cleanliness of the room, so we asked if we could change rooms the next day. We were told there were no other ‘flex’ rooms available that day either, but that there were 3 available (for the remainder of our stay) in the other nearby Premier Inn. We asked if we could be moved there and after the manager (of the other hotel) was contacted we were told that ‘that wasn’t an option’ although we were never given a reason why. Staff advised they would ‘clean our room’ to resolve things, although there was seemingly no sense of priority which meant we were limited in our ability to access our room. (When they did begin cleaning it was the lovely chap from reception who was cleaning it, rather than a professional cleaner, which may explain why it was not appropriately cleaned to begin with - it seemingly wasn’t something within his job description).

Dissatisfied, we asked if we could check-out early and get a refund on the room so we could go elsewhere. We were told they couldn’t deal with refunds there, but we were provided with a number to contact. On calling the number, we were told that, rather ridiculously, we could not get a refund until we had formally checked out and after 5 or so working days of lodging a complaint, we would find out the outcome of our refund request. The issue with that was that we would then be without anywhere to stay, or left plunging further funds into another hotel stay. We (reluctantly) chose the latter after being told by staff that ‘they had never seen anyone be refused a refund’ when issues like that had arisen.

We were told we could ‘stay checked in’ if we wished to, as we could seek to get a refund regardless of when we checked out. However, in the interests of taking reasonable steps to allow the hotel to re-use its rooms (and reduce any loss) we asked that we were marked as ‘checked out’ on the system.

Unfortunately, notwithstanding all the drama and the caution we had exercised, Premier Inn offered us a generic rejection email to our refund request. According to them we had no consumer rights given that we had booked a ‘flex, non-refundable’ room. They completely failed to consider the details (and pictures) that we had carefully outlined to them in previous emails. It felt like the ‘rejection’ was something they could have advised us when we called initially (prior to us checking out) and otherwise, that it was a default copy and paste email that they sent to everyone.

We persisted with our complaint, reiterating the state of the room, the reliance we had placed on staff comments and the illogical (and stressful) process we were privy to in trying to get a refund. Eventually (some months later) we were granted a refund, but only after we had spent tens of hours trying to resolve things. All in all, it probably wasn’t worth the time we spent trying to get to the bottom of it, but understandably, we never expected such an established brand to have such absurd policies and poor customer service in place.

The room was what you expect clean and tidy. The bed was 2 singles together which was uncomfortable and a bit disappointing.

Breakfast was excellent and buffet style hot food so perfect for me as I could get done at my own pace.

Restaurant in the evening is the biggest issue, I stayed for nights I was locked into a meal deal so had to keep going back

3/4 nights the order was wrong
2/4 nights food quality was poor
2/4 service was really slow

Use the hotel as the location is good room was great bed not so !

Biggest TIP would be DONT use the restaurant!

I had a great time staying here. Hotel is modern, rooms are tidy, staff is friendly. Breakfast is great, wide variety and full English everyday (with vegetarian options available). You can also order porridge etc on demand. Good coffee. Certain rooms have tea, cups etc available otherwise you can always come and pickup from reception. No phone service to reception so you have to come down to ask.rooms clenaed when you want them to, not necessarily daily. Check in from 3 so id you come early, you can leave your luggage securely at reception and roam around or sit near reception on comfortable chairs. Bathroom available near food area. Coop is just next door. You are right on high street and near several restaurants .beds are comfortable and i was able to sleep well

One of the best premier inn stays i've had!
I came over for a weekend stay and the hotel was nothing short of fantastic. The staff are so friendly in particular Carlos, Viella and another girl in the restaurant who I didn't get the name of. Nothing was too much trouble. The breakfast had a great selection and the location was so convenient. The room was very clean and quite big. Would definitely stay again.