Premier Inn: Where the Customer Welcome’s Gone Walkabout
I stay in a lot of Premier Inns. They’re my default when I’m out running workshops—easy to book, comfy enough, and usually just what I need after a full-on day helping teams grow.
But lately, something’s changed. And not in a good way.
They’ve clearly shifted to a lean staffing model. One poor soul is now doing reception, bar service, breakfast, checkouts—you name it.
I’ve watched staff literally jog between tasks, trying to keep up. And while they’re doing their best, the whole vibe has gone from “welcome in” to “please bear with us.”
It’s not that the staff don’t care. You can see they do. But they’re stretched so thin, there’s no space left for the little moments that make a stay feel human.
The warm hello, the quick chat, the sense that someone’s actually glad you’re there—it’s all been replaced by a kind of frantic inefficiency.
And honestly? It’s a bit sad.
As someone who spends her days helping teams build psychological safety and real connection, I can’t help but notice how this setup undermines both.
Staff look stressed. Guests feel like a number. And the brand? Well, it’s starting to feel a bit hollow.
This isn’t customer service this is customer processing and, yes, I can hear you say it’s reflected in the price, but to be honest, the days of cheap and cheerful at Premier Inn are no longer cheap, nor particularly cheerful.
Premier Inn, if you’re listening: your people are your experience. Let them breathe. Let them connect. Because when I walk into a hotel after a long day of helping others feel seen, I’d love to feel seen too.
Customer Expectations
In 2025 customers are more and more discerning than ever before and whilst price is, of course, important, quality service is more important still.
Whatever sector your work in and whatever customer profile you are working with are you absolutely sure you are still meeting your customers needs?
