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To expect Premier Inn to be honest about prices?

(43 Posts)
KellyMarieTunstall Sun 20-Jan-13 12:37:21

I booked a room a couple of weeks ago for 3 of us , 2 adults +1 child .

I booked online and got a confirmation email . It was a non refundable booking but as it was £10 cheaper it was a chance worth taking .Unfortunately we were prevented from going due to the snow. I sucked up the loss as it was a chance I took when I booked .

However today I got an invoice for a lot more than the original price with no indication of why. It cant be non attendance as that was already included and as we didnt actually stay there were no possible room additions.

I cant check with the bank until I can get out during the week and the help lines are only open Monday to Friday.

This is a copy of confirmation email and receipt(identifying details removed obviously)

Can anyone see what the extra is for ? The 20.00 refers to Vat rate . I dont know why it says Advance deposit matured as ( I thought) I paid for the room in full at time of booking.

Confirmation email day of booking.

Guest name: removed
Type of room: Family room, non-smoking
Guests: 2 Adults,1 Child
Room cost: £39.00
Total room cost:£39.00

This rate attracts a £2.00 processing fee if you choose to pay by Credit Card. Debit and Business Account Cards do not attract a processing fee.
Your total
Payment details
You have secured your reservation by deposit number **. For our cancellation policy please see Further Information below.

Total amount :

Invoice received day after stay.

Date Time Description VAT% . Debit . Credit
19/01/13 01:45 Advance Deposit Matured (****) 20.00 39.00
Reference *
Charge For 19/01/13
19/01/13 01:45 Accommodation 20.00 61.00
19/01/13 01:45 Payment 22.00
Paid by Visa Debit
GBP --- ---
61.00 61.00

RuleBritannia Sun 20-Jan-13 13:02:00

How far in advance did you cancel?

TheDoctrineOfSnatch Sun 20-Jan-13 13:05:56

This might be an administrative error.

hermioneweasley Sun 20-Jan-13 13:08:27

I've had to not use a pre paid room with PI before and got billed as expected. Suggest you query it.

IamtheZombie Sun 20-Jan-13 13:08:38

The wording at the bottom of your original confirmation e-mail does say "You have secured your reservation by deposit number **."

Having said that, £39 for one night sounds about right for a Premier Inn whereas the total of £100 that you have now been charged seems very high unless it was in Central London or similar.

rainbowsparkles Sun 20-Jan-13 13:08:57

Did you cancel? or just not show up? it could be in there t&c's that they will charge full price for non arrival, if it's not then call and ensure they only charge you £39

MrsAceRimmer Sun 20-Jan-13 13:35:23

Looks like breakfasts may have been added. Call the hotel direct and ask. I'm sure they will be able to help. BTW, the 20.00 isn't a charge, it's the VAT rate smile

flowery Sun 20-Jan-13 13:40:10

I'm not sure the bank would know.

Have you actually rung Premier Inn and asked them to clarify? Apologies if you have, it looks from your post as though you're only thinking of asking your bank.

Otherwise we could all speculate about whether it's an error or what it could be for..

FatimaLovesBread Sun 20-Jan-13 13:44:01

I've just checked our premier inn invoice, it does say it's non-cancellable rather than non-refundable. It states further down the email that if you do cancel you'll be charged full price rate rather than advanced rate. That will be £61, you've paid £39 already so they'll have taken another £22 from your card

KellyMarieTunstall Sun 20-Jan-13 16:11:12

Ive emailed them but not spoken to them as the phones are only manned (womaned?) mon-fri. I didnt cancel as it says non cancellable .We just didnt set off at all.

It does state quite clearly ( I thought ) that the cost of the room was £39.00 and this was the rate for a non cancellable room on that date. A refundable room rate was £49.00 for the same date.

From the site;
[Our cancellation and amendment policy
Please note that this booking is non-cancellable. Should you decide to cancel, you will be charged for the full value of the stay. This booking cannot be amended. If you decide you'd like to make any changes to this booking once it's been made, you will be charged for the full value of the stay.]

The full value in this case was £39.00.

I dont see why it costs more to not stay than stay?

flowery Sun 20-Jan-13 16:30:18

Does your invoice say the same as Fatima's?

Tee2072 Sun 20-Jan-13 16:47:06

She said it was the VAT, MrsAce.

I agree, it looks like breakfast or something was tacked on, perhaps by error.

I would ring the actual hotel and ask. They will answer 24/7.

FatimaLovesBread Sun 20-Jan-13 17:04:25

Hmm if the amendable price was £49 then I would have thought they'd charge that. Unless that's still cheaper and it should really be £61 confused

I thin they've taken you not turning up as cancelling it and so for some reason the £61 is the full rate?

soulresolution Sun 20-Jan-13 17:11:53

Agree - charging the full value means you have to pay the £39.00 even if you don't stay, it doesn't mean you have to pay more, that would be illegal I'm sure. Something gone wrong, I would contact Premier Inn.

nannynick Sun 20-Jan-13 17:14:46

Accommodation rate £61. Deposit paid £39, leaving £22.

I wonder where that Accommodation rate comes from? Perhaps it is the Premier Flexible amount for that room on that night.

"Should you decide to cancel, you will be charged for the full value of the stay."
What do they mean by that... perhaps they mean the value of the room before any discount. The £39 rate could have been a discounted rate as you were paying in advance. Did it say on anything you got that the full value of the room was £61? If not, then I feel it is potentially misleading of them not to tell customers that if they cancel a room, or don't show up, what "full value of the stay" is actually going to be.

Their standard cancellation policy says "If you make your cancellation after 1pm on arrival day, you will be charged for one night's accommodation."
Premier Saver cancellation is different, though I think it's different in that no refund will be given.

LIZS Sun 20-Jan-13 17:14:52

Did you pre-order breakfast ?

WhateverTrevor Sun 20-Jan-13 17:16:09

Why didn't you ring and cancel? Would have been the polite thing to do.

KellyMarieTunstall Sun 20-Jan-13 17:30:20

I posted everything the confirmation and receipt said -apart from obvious personal details. Nothing about full room rate or the amount of £61.00 anywhere. Rates vary so much -it would be £75.00 for the same room tomorrow for example. So there doesnt seem to be a 'room rate' as such.

I didn't order breakfast -and even if I did they would have been £7.99 each so it doesnt add up to £22.00 .

I didnt phone to cancel as there was no point once we realised travel was not going to be possible (although it was after 1.00pm anyway) and I had already accepted I would be charged for the room .

nannynick Sun 20-Jan-13 17:47:10

YANBU to expect the deposit confirmation email to state on it the full value of the room before discounts.

I've just checked one of mine and it does not say what the value of the room is, it just says that if it is cancelled or amended, I would be charged the full value.

Try calling the hotel directly to ask about why you have been charged £61 and not the lower price. If they can not tell you, then complete the feedback form on the premier inn website to see if head office can tell you.

I suspect this has something to do with the fact you did not inform them at any stage that you would not be turning up, either by cancelling online, calling central reservations or by calling the hotel directly. Thus the hotel had allocated you the room and were not given the opportunity to resell it.

13Iggis Sun 20-Jan-13 17:50:45

I have not used a pre-paid room (with Travelodge though) and was not charged any extra. I think it looks like a mistake.

rainbowsparkles Sun 20-Jan-13 18:20:31

unless it states in the t&c's that they will charge rack rate if cancelled/no show then they can only charge the amount quoted, Vat is included in the £39. I suspect the person taking the payment didn't look at the rate or is trying to pull a fast one.

KellyMarieTunstall Wed 30-Jan-13 17:59:15


Having checked through this thread that it wasn't something I had stupidly missed when booking I invoked the Power of Mumsnet .grin

I emailed a complaint through the Premier Inn website but received no reply. I then put on a bad trip advisor review expressly for the reason of highlighting the extra charge and got a reply that had little to do with the content of the review.I was frustrated and no further to getting my £22.00 back.

So... I used the fantastic CEO email list to contact the ceo of Premier Inns

I explained what exactly I was annoyed about and asked for an explanation as to how this payment was attributed to an empty room.

I was pleased to get a reply the next working day. This was from the customer relations manager who promised an investigation by the end of the next working day.

I got an immediate refund of the £22.00 which was great but no explanation.

However,today I got a full and detailed explanation as to what investigation had been undertaken ,how the amount had been attributed to my booking and why the mistake had not been realised earlier plus what training would now be undertaken by relevant staff.

Impressive .

To put the icing on the cake ,as a token of apology ,an offer of £100 in vouchers has been made too grin

I didnt ask for any compensation as I didnt suffer any loss (in the end) and apart from being annoyed no damage was suffered by me. So this is a fantastic bonus.

I am very impressed at the speed at which this was resolved and with the detail in the email from the customer services manager. They have more than resolved the issue and its all down to you .

Without the Ceo email list I would still be wrestling with a denial that the charge was placed incorrectly. thanksthanksthanks

TheDoctrineOfSciAndNatureClub Wed 30-Jan-13 20:43:11

Blimey what a result!

threepiecesuite Wed 30-Jan-13 20:49:41

Christ, wow, that's bloody amazing and often unheard of customer service. Massive thumbs up to them, and what a bonus for you!

knackeredmother Wed 30-Jan-13 20:55:22

This happened to me, couldn't make a booking, phoned to cancel and sucked up the £39 loss. Then they took a further £59 from my card.
I got a refund but sadly no vouchers!

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