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Original poster

AIBU to expect a refund after wee flavoured hotel bed?

147 replies

SnugglyJumpersMakeItBetter · 22/09/2026 09:05

AIBU (fully open to being told I am!) to expect my money back, under Premier Inn's 'Good night guarantee'?

I'd been on the bed a while before I noticed an unmistakeable smell - the previous guest had wet it! My warmth and the pressure of me lying on it had released the odour, which when I got up and pulled back the bedsheets was overpowering! No significant dampness to be fair, but my pajamas were contaminated. I immediately told reception and they were great, very apologetic, and moved me to another room. But I had to have a thorough shower (at 11pm) which woke me up, and I felt 'icky' all night even in the fresh bed, so didn't sleep well.

I asked for my money back and they refused, saying the issue was resolved by moving me to another room. I can see where they're coming from, but on the other hand I DIDN'T have a good night, because of an oversight on their part!! I'm disappointed in PI. I thought their customer service was better than that. I'm a fairly regular guest but I'll be thinking twice before booking with them in future!

What do you think?

OP posts:
ChocolateBiscuitsandaCuppa · 22/09/2026 14:22

I'd write a factual review, including their response.
You might get more luck that way, and at the very least it warns future guests.

EmpressOfTheThread · 22/09/2026 14:05

DrinkFeckArseBrick · 22/09/2026 14:03

I think l given they sorted it as soon as you made them aware, then they've fulfilled their obligation. They couldn't really have done much to help you sleep on your new bed or stop you feeling 'ick'

Yes, I agree.

DrinkFeckArseBrick · 22/09/2026 14:03

I think l given they sorted it as soon as you made them aware, then they've fulfilled their obligation. They couldn't really have done much to help you sleep on your new bed or stop you feeling 'ick'

EmpressOfTheThread · 22/09/2026 13:40

SnugglyJumpersMakeItBetter · 22/09/2026 13:12

Am I weird for saying 'flavoured'? I mean a person can have coffee flavoured breath right, or a candle can be sandalwood flavoured? It's a way to describe scent as well as taste!

Anyway, a mixed bag of opinions here it seems! I already phoned customer services. They kept me waiting 10 minutes only to come back and tell me no-deal. I think it's unfair as it was down to their negligence that they put me in a pissy bed. They must have known from changing the sheets after the previous guest. I wouldn't expect a refund if my poor sleep had resulted from, say, food poisoning from a takeaway, or having had a row with my boyfriend, you know? It was feeling so grossed out, and having an in-depth shower which invigorated me in the middle of the night, which I wouldn't have needed to have if it hadn't been for the circumstances!

No to the coffee and candle being "flavoured"
The word is "scented".
In the situation of a urine soaked bed, it's "smelly" or "it smelled of urine". A flavour is something you taste.
They gave you a new room, you had a shower, all sorted. Move on.

CustardySergeant · 22/09/2026 13:31

SnugglyJumpersMakeItBetter · 22/09/2026 13:12

Am I weird for saying 'flavoured'? I mean a person can have coffee flavoured breath right, or a candle can be sandalwood flavoured? It's a way to describe scent as well as taste!

Anyway, a mixed bag of opinions here it seems! I already phoned customer services. They kept me waiting 10 minutes only to come back and tell me no-deal. I think it's unfair as it was down to their negligence that they put me in a pissy bed. They must have known from changing the sheets after the previous guest. I wouldn't expect a refund if my poor sleep had resulted from, say, food poisoning from a takeaway, or having had a row with my boyfriend, you know? It was feeling so grossed out, and having an in-depth shower which invigorated me in the middle of the night, which I wouldn't have needed to have if it hadn't been for the circumstances!

'Scented' would IMO be a better and more usual word to use, than flavoured, in the examples you gave.

5289843DM · 22/09/2026 13:24

Am I weird for saying 'flavoured'?

I assumed that English wasn't your 1st language. I've never used the term flavoured for a candle, wet bed or someones breath. And no, I wouldn't exchange the word scent/smell/fragrance/aroma/stench for flavour. Might just be me though?

Original poster
SnugglyJumpersMakeItBetter · 22/09/2026 13:12

Am I weird for saying 'flavoured'? I mean a person can have coffee flavoured breath right, or a candle can be sandalwood flavoured? It's a way to describe scent as well as taste!

Anyway, a mixed bag of opinions here it seems! I already phoned customer services. They kept me waiting 10 minutes only to come back and tell me no-deal. I think it's unfair as it was down to their negligence that they put me in a pissy bed. They must have known from changing the sheets after the previous guest. I wouldn't expect a refund if my poor sleep had resulted from, say, food poisoning from a takeaway, or having had a row with my boyfriend, you know? It was feeling so grossed out, and having an in-depth shower which invigorated me in the middle of the night, which I wouldn't have needed to have if it hadn't been for the circumstances!

OP posts:
mrsm43s · 22/09/2026 09:44

What are the T&C of the 'Good Night Guarantee'? I suspect that it's only for issues reported, but not resolved at the time, and they'd consider moving rooms a resolution.

It's gross regardless, and I'd put in a complaint, but not under the Good Night Guarantee.

theneighbourgotmycake · 22/09/2026 09:43

backformoreofthesame · 22/09/2026 09:37

Well does it meet the guarantee? If you sleep was disrupted because of the disgusting experience you had just had

Show quote history

well yes, they promise a good night, your room is not suitable, they give you another one.

They are not doing you a favour, they should have given you a clean room to start with! But you are in a room completely suitable, they've done their job.

Good night guarantee doesn't give you a refund because you are not sleepy?

To the extent our reception team can’t address the issue, you then have up to seven days from check-out to claim on our Good Night Guarantee.
they HAVE addressed the issue, so under their condition they don't own a refund.

m00rfarm · 22/09/2026 09:38

That is revolting. Of course they should refund you in full. I cannot believe people on here thinking sleeping on a bed that had pee on it was acceptable. She had to have a shower because she smelt of someone else's wee FFS! What is wrong with you all? Changing a room near midnight is not conducive to a good nights sleep. I cannot understand how PI thinks that this will not go viral on social media due to their poor response.

backformoreofthesame · 22/09/2026 09:37

theneighbourgotmycake · 22/09/2026 09:35

they changed your room, a better hotel would have upgraded you , possibly given free breakfast, but not sure what compensation you expect now?

You sound a bit over-dramatic.

They gave you the room you should have had from the start, but surely that meet the "good night guarantee"?

Well does it meet the guarantee? If you sleep was disrupted because of the disgusting experience you had just had

5289843DM · 22/09/2026 09:36

I'm intrigued by the use of 'flavoured' 😬

If the conversation so far was simply verbal, put it in writing and see what happens.

theneighbourgotmycake · 22/09/2026 09:35

they changed your room, a better hotel would have upgraded you , possibly given free breakfast, but not sure what compensation you expect now?

You sound a bit over-dramatic.

They gave you the room you should have had from the start, but surely that meet the "good night guarantee"?

VanillaImpulse · 22/09/2026 09:33

Contact customer services but make sure it’s within 7 days

GertrudePerkinsPaperyThing · 22/09/2026 09:28

GhoulWithADragonTattoo · 22/09/2026 09:25

II think they did resolve by moving you so I think they have a point…

But a lot of people go to bed earlier than that. Or at least need to start fully winding down.

GertrudePerkinsPaperyThing · 22/09/2026 09:27

I got refunded by them once because of the noise of trams outside the hotel - and that must be present every night!

But I didn’t sleep well because of it so didn’t have a good night. They were really loud!

You should definitely get the refund.

TheoreticallyAdult · 22/09/2026 09:27

Flavoured? Please tell me you didn’t lick it?

GhoulWithADragonTattoo · 22/09/2026 09:25

II think they did resolve by moving you so I think they have a point…

thinkingofachange · 22/09/2026 09:24

backformoreofthesame · 22/09/2026 09:21

Certainly something given you actually were in contact with it - perhaps more a free breakfast and nighttime tipple that full room refund

erm no they have a “good night sleep guarantee” so they need to refund the night. they refused that with me for noise on the grounds “we can’t do anything about it” but a wet bed they certainly could do something about it by not using that room until the mattress was replaced. it’s their responsibility. breakfast hasn’t got anything to do with it 🤔

backformoreofthesame · 22/09/2026 09:21

Certainly something given you actually were in contact with it - perhaps more a free breakfast and nighttime tipple that full room refund

MrsShawnHatosy · 22/09/2026 09:14

Yes they absolutely should have refunded you. The mattress should have been replaced while the soiled one went for a thorough cleaning.

Pootles34 · 22/09/2026 09:11

I mean yes I think you're right to expect a refund. However - flavoured?! What?! Did you lick it?