Premier Inn Uckfield

Another great stay at this Premier Inn. We really like this Hotel, but what makes this one special are the staff. They are like a little family, and nothing is too much trouble for them, even when they are busy. It has a fantastic Marks and Spencer's next door, 😎⚓⚓and it is really handy for Brighton, and the South Downs. Lovely

I recently stayed at Premier Inn Uckfield for a three-night booking, but due to major issues with the room, my family and I had no choice but to leave after just one night. Serious Room Issues That Ruined Our Stay: • Faulty Air Conditioning & No Ventilation – The air conditioning kept shutting off, leaving the room too cold in the middle of the night. The sealed windows meant we had no fresh air or way to regulate the temperature. • Health Impact on My Family – My partner, who has a disability, struggled to sleep, which severely impacted his health and mobility the next day. My 2-year-old son’s eczema flared up due to the dry air and lack of proper ventilation. • No Resolution Offered – The hotel manager acknowledged the issue but could not provide a proper solution. Their only advice was to turn off the AC, which left us even colder. Premier Inn Refused to Honor Their Good Night Guarantee Despite their Good Night Guarantee, Premier Inn denied my refund request, claiming I "didn’t report the issue immediately." However, their policy does NOT state complaints must be made during the night—only that they must be reported, which I did before checking out. When I called guest relations, I asked to speak to the manager. But I was told "too busy" and would email me instead. However, the email I did receive was not from a manager but from another guest relations worker, who simply repeated the same scripted response. This means my complaint was never properly reviewed by hotel management. I tried escalating my complaint, but Guest Relations dismissed it, ignoring the fact that the hotel admitted the issue but couldn't resolve it. Instead, they gave a copy-paste response and refused further communication. This is NOT Acceptable from a Company That Promises a "Great Night’s Sleep" I booked this stay expecting a comfortable and safe experience for my family. Instead, I was forced to leave early due to their failure to fix the issue, and now they are hiding behind technicalities to avoid refunding me. If Premier Inn won’t stand by their own policies, how can customers trust them? I am now escalating this further through Trading Standards, Whitbread PLC (Premier Inn’s parent company), and other consumer rights organizations. I urge Premier Inn to reconsider their decision and do the right thing.

Wow, what a tremendous stay we had. The staff were absolutely fantastic! If my wife and I needed anything, nothing was too much trouble and the cleanliness of the hotel was faultless. What a great team you have, they are a credit to the company. Thank you Uckfield, we will be back again in the summer!