With almost 30,000 employees who are passionate about making everyday experiences special for our millions of customers both in the UK and overseas. At Whitbread we believe that a company needs to do more than just make profits, and we are committed to being a force for good in all of the communities in which we operate.
Services
We have won many awards over the years for all areas of our business, including being ranked in the Sunday Times Best Companies to Work for and Britain's Top Employers. Premier Inn has scooped up the award for Best Leisure and Best Budget Hotel Chain. Each award is the result of the hard work our teams put in on a daily basis to achieve the consistent high quality people have come to expect of our brands.
We believe we have a responsibility to help people live and work well. Our sustainability programme, 'Force for Good' aims to ensure we have a positive impact on all of our stakeholders and the world around us. Split into three pillars; opportunity, community and responsibility, we've made great progress so far and have set long-term strategic targets to continue on our journey.
We know that being a Force for Good is not only the right thing to do, but it makes business sense too. With over 275 years of history we understand the importance of making decisions now that will have a positive impact on the future of our business, our teams, our guests and the world around us. Each year we undertake a robust process to help shape our sustainability strategy, ensuring we focus on tackling the risks and opportunities presented at this time of great social and economic change.In 2020 we took the opportunity to undertake learnings from our stakeholders and from wider sustainability trends to identify the programmes and issues that need our focus.
At Whitbread we believe that embracing difference is not only the right thing, it's the smart thing. Diversity in people creates diversity of thought, and diversity of thought leads to new ways of thinking and doing. So we aren't just accepting of difference, we value it and we welcome it with open arms.
Reviews (9)
Julie Sharpe
May 12, 2022
Stayed at Southampton town center premier inn 1st may, room good did meal deal all was fine until we paid, because it came up as pending we were completely hounded by member of restaurant staff she wanted to look at our bank account on phone, kept telling her it was pending, even rang us when we were out for a walk then she came up to us at reception, we went to our room to go to bed she even came knocking on the door and wanted us to pay again. I've never come across anything like this, we've rung e.mailed and written but no one seems to care saying that the restaurant is nothing to do with premier inn
Stephen Ducker
May 09, 2022
Whitbread & their companies Premier Inn and Beefeater do not even deserve one star. All their mission statements & promises have no substance. You would have great trouble finding a more unhelpful, unprofessional & just plain awful group of companies. The icing on the cake is the 'guest relations department'. An utterly unhelpful entity that will not take responsibility for their companies mistakes or failings.
Philip Lorimer-George
Mar 17, 2022
Linda Bickerton
Jan 19, 2022
Made a complaint about an atrocious special night out with my family being spoilt by the service, delays and forgotten orders. (When we finally left 4 of the group hadn't had their mains.) The original response came back thanking me for my feedback! Requested they review as a COCOMPLAINT. This is what I got as a reply ----- Further to your latest contact, we are sorry for any further disappointment caused.
Rest assured that we do appreciate and empathise with the reasons for your request. However, we advise guests to speak to the restaurant team at the time rather than later. The restaurant team would've resolved the issues at the time. We can confirm that this matter has been fully reviewed by our management team and the decision previously advised still stands.
At this time, we can confirm that this is our final resolution in this matter and we will not be corresponding further. We now consider this case closed. If your considering a nice meal out keep clear of the Whitbread group.
Rest assured that we do appreciate and empathise with the reasons for your request. However, we advise guests to speak to the restaurant team at the time rather than later. The restaurant team would've resolved the issues at the time. We can confirm that this matter has been fully reviewed by our management team and the decision previously advised still stands.
At this time, we can confirm that this is our final resolution in this matter and we will not be corresponding further. We now consider this case closed. If your considering a nice meal out keep clear of the Whitbread group.
Is It Rest Easy Or Rest In Peace For Whitbread
Jul 06, 2021
I am very disappointed to leave this review, but Alison Brittain and the Whitbread Customer Service Team gave me little option. I recently wrote to Ms Brittain to advise her that based on my experience : a) Premier Inn appears to MIS-SELL rooms on their website b) Doesn't honour the widely publicised Good Night Guarantee and is therefore, most likely in BREACH OF CONTRACT.
The issue in a nutshell, was I had requested and thought I had booked a Twin room. On arrival at the hotel we were allocated a small double which made for a very uncomfortable and unpleasant night. To make matters worse Premier Inn then refused to honour their Good Night Guarantee, by giving a reason that was (a) not true and (b) not in the terms and conditions.
Such a pity that Ms Brittain and Whitbread appear to have forgotten that good customer service makes great companies. While I have chosen to rest easy and not take the matter through the courts, Whitbread may want to review their approach to service before it's too late.
The issue in a nutshell, was I had requested and thought I had booked a Twin room. On arrival at the hotel we were allocated a small double which made for a very uncomfortable and unpleasant night. To make matters worse Premier Inn then refused to honour their Good Night Guarantee, by giving a reason that was (a) not true and (b) not in the terms and conditions.
Such a pity that Ms Brittain and Whitbread appear to have forgotten that good customer service makes great companies. While I have chosen to rest easy and not take the matter through the courts, Whitbread may want to review their approach to service before it's too late.
Russ H.
Apr 29, 2021
Ref: Dinner at Beefeater, Ladybridge Well, I won't be going to a Beefeater again. Hopefully Phil Birbeck will have a moment to review the growing list of negative reviews being left. While I appreciate Covid has had dire effect on the hospitality industry, you are not going to get people coming to support your restaurants when the quality of food and service is so poor.
The result of which adds to Whitbred needing to axe 1500 job from the beefeater chains alone. Service started well, covid strategy seems pretty good. Order for first set of drinks after being seated was fairly swift. Ordered a traditional chargrilled gammon steak, and after a slightly delayed wait, out it came. Other than the picture, the best way I could describe the Gammon would involve inappropriate language that google would block.
I would have been more full from eating the paper menu I ordered from. The gammon was thin and I very much doubt was the 10oz weight advertised prior to cooking. There was also no succulence to it whatsoever, 20 Jacobs crackers shoved in my mouth would contain more moisture! I proceeded to complain, and fair to the waiter, he exchanged it no issues and I had a new attempt within around 4 - 5 minutes.
The Gammon was pretty much as thin as the first, albeit I didn't need a glass of water due to dryness after every mouth full. To save ruining a night out with my good lady, I decided to laugh it off and eat it. In between the exchange of meal, we also ordered another round of drinks. On top of the time it took to finish my appalling dinner, another 30 minutes went by and not a sign of our drinks, nor a waiter / waitress to take a dessert order.
At this point we decided that whitbred deserved no more our a cash, paid the bill for what we had and left. Wasted evening, awful food, and poor service. Might be time to review your choice of top level SCM and Service Management Ironically, Simon Leigh (SCM) once said "solely focusing on cutting costs is the law of diminishing returns". A very true statement, but clearly not applied it to the quality of the food.
The result of which adds to Whitbred needing to axe 1500 job from the beefeater chains alone. Service started well, covid strategy seems pretty good. Order for first set of drinks after being seated was fairly swift. Ordered a traditional chargrilled gammon steak, and after a slightly delayed wait, out it came. Other than the picture, the best way I could describe the Gammon would involve inappropriate language that google would block.
I would have been more full from eating the paper menu I ordered from. The gammon was thin and I very much doubt was the 10oz weight advertised prior to cooking. There was also no succulence to it whatsoever, 20 Jacobs crackers shoved in my mouth would contain more moisture! I proceeded to complain, and fair to the waiter, he exchanged it no issues and I had a new attempt within around 4 - 5 minutes.
The Gammon was pretty much as thin as the first, albeit I didn't need a glass of water due to dryness after every mouth full. To save ruining a night out with my good lady, I decided to laugh it off and eat it. In between the exchange of meal, we also ordered another round of drinks. On top of the time it took to finish my appalling dinner, another 30 minutes went by and not a sign of our drinks, nor a waiter / waitress to take a dessert order.
At this point we decided that whitbred deserved no more our a cash, paid the bill for what we had and left. Wasted evening, awful food, and poor service. Might be time to review your choice of top level SCM and Service Management Ironically, Simon Leigh (SCM) once said "solely focusing on cutting costs is the law of diminishing returns". A very true statement, but clearly not applied it to the quality of the food.
Andrew
Apr 10, 2021
Staff of Brewers Fayre Beckton London restaurant is discriminative against the disabled people. Me and my wife are both disabled (wheelchair-users). We used to like this restaurant. Food is really tasty and delicious. The restaurant is physically fully accessible for us but. There is a problem with some kind of intentional discrimination: 8th October 2020 we have been waiting for 40 minutes to someone who collect our orders 5.30 pm till 6.10 pm (our order was taken after intervention of another customer). 14th October 2020 we have been waiting from 5.30 pm till 7.15 pm. to take our order. Is it because we are disabled, coming for promotion offer or we do not order a drink?
Tell us the truth, maybe you don't like and welcome such customers as we are? I will tell many people about my experiences as much people as I can, you will be famous and I'm looking for a lawyer!
Tell us the truth, maybe you don't like and welcome such customers as we are? I will tell many people about my experiences as much people as I can, you will be famous and I'm looking for a lawyer!
Jonny Grant
Apr 08, 2020
2 June 2019 review. We had a terrible experience after our visit to Beefeater Dundee. We will never eat there again. The food was good, but Whitbread group that run the Beefeater have appointed some cowboy carpark attendants (LPS). Beefeater staff forgot to give us any carpark coupon, and the carpark does not have any appropriate signage. Beefeater staff send us a photo of one sign obscured in a tree. our complaint has been all the way to the top of Whitbread, Ms Alison Brittain CEO no less.
They refused to provide CCTV or and other evidence requested. What is worse, as well as LPS cowboys harassing fake PCN notice charging us, our hire-car company has charged us 84 for the LPS letters they received. A terrible experience, we will never visit again. The management's attitude including Ms Brittain is complacent and arrogant to customers.
They refused to provide CCTV or and other evidence requested. What is worse, as well as LPS cowboys harassing fake PCN notice charging us, our hire-car company has charged us 84 for the LPS letters they received. A terrible experience, we will never visit again. The management's attitude including Ms Brittain is complacent and arrogant to customers.
Sylvia Hitchcock
Jun 05, 2016
Service absolutely diederbolical, ordered fish pie got pea pie no manager came to see me. Mixed grill sausage burnt. Plate left on table when asked if we wanted deserts, had to asked for it to be removed. I had to ask for the manager when he walk past. Desert was not what I order Oreo cookie pie had no oreo's on, had to ask for a smaller spoon to eat desert. I will be posting notes on Facebook and Twitter (not recommending Brewers fayre in Norwich to anyone THE OAKS)
