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Original poster

Has anyone ever invoked the Premier Inn Guaranteed Good Night’s Sleep refund?

52 replies

Doubleraspberry · 14/12/2019 08:40

How did it go?

We’re in one right now. Friendly staff, clean, comfortable bed, but I think the heating must be broken as it’s unbearably hot and I had to put on a desk fan (why is that provided in December?) and open the window on to a busy road to get any sleep. I was woken up repeatedly by the heat. We’re here another night. Should I ask for a refund? I definitely need to say something about the heat regardless.

OP posts:

Nacreous · 14/12/2019 08:42

My mum and dad did, but there was a fire alarm in the middle of the night so it was pretty unambiguous! I think they refunded without issue though.

0blio · 14/12/2019 08:44

We had the same problem, told reception and they moved us - and refunded the cost of one night.
Another time, the fire alarm went off at 1am and we got an automatic refund for that night.

0blio · 14/12/2019 08:47

Oh, and once an inconsiderate bastard actually booked a room near mine to have a party in! He and his guests were very quickly escorted from the premises and I was refunded.

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Glentherednosedbattleostrich · 14/12/2019 08:48

Yes, city centre one on a Monday night. Bunch of drunk blokes running up and down corridors banging on doors. DD was so scared and when we phoned the front desk they refused to come and sort it.

Spoke to a manager in the morning and refunded our whole stay. We went to the Travelodge down the road and had no problems!

Frenchw1fe · 14/12/2019 08:48

We did. After a comfortable stay I was sat on the toilet next morning and underneath the toilet roll holder there was a smear of dried poo.
As we were leaving the receptionist asked how our stay had been and I said it was lovely except for this one thing and it made me feel rather sick.
I didn't have to ask for the money she immediately said that she would refund because it shouldn't have happened.

Lund · 14/12/2019 08:49

Yes, few years ago but some problem with air con in the night meant I couldn’t sleep. DH went to reception at about 2am - we moved rooms, got a refund, and a free breakfast as well I think!

Adesignforstrife · 14/12/2019 08:49

Yes I have. I would mention it at reception if I were you and you can do the claim via the website.

Original poster

Doubleraspberry · 14/12/2019 08:52

Thanks, all. Sounds reassuringly like they are decent about it.

OP posts:

ShootTheRunner · 14/12/2019 08:53

Yes. Didn't sleep well due to people running up and down corridor, there was no phone in the room and we didn't fancy getting up and dressed to go downstairs. When they asked if we had a good night next morning we said what had happened and the lady told us to fill in the online form and we got a refund. They were really good.

ElspethFlashman · 14/12/2019 08:56

Be warned, they've taken away the ability of the hotel to do it.

I guess they were losing too much money.

So now you have to get an email address for Customer Relations off the front desk and email them about your concerns and they can't guarantee a refund.

They also don't advertise the Good Night guarantee much, though it still exists.

snowybaubles · 14/12/2019 08:56

I did it once. They tried to put the complaint back onto me though.

My complaint was about noise from other people in the corridors - there was a really rowdy group staying. Reception asked if I had called down to complain at the time and when I said no they were 'well why not? We could have sent someone up to sort it out' My response was that i didn't want to wake my sleeping child by using the phone and creating more noise. They refunded me!

snowybaubles · 14/12/2019 08:58

Interesting that they have changed the format for claiming. Must have been costing them a fortune!

TheWoodsareDarkandDeep · 14/12/2019 08:59

Air conditioning didn’t work in room, window wouldn’t open, basically boiled all night. They were awkward about it and said we should have asked to have moved in the middle of the night but did refund in the end.

BloodyCats · 14/12/2019 09:04

Yes I have. For various reasons I’d had a few nights of very little sleep, then booked the hotel room as an opportunity to catch up on sleep without it being disturbed.
There was something that kept banging in the night, rang reception who apologised but didn’t have spare rooms. Was given a refund the next morning with no issues.

I think as long as you report any problems at the time they seem to be pretty good at going through with it.

MrsMoastyToasty · 14/12/2019 09:06

Not with premier Inn but with Travelodge. We checked out a day early because DS was unwell and because we had used the flexible booking option they refunded the unused night. The receptionist said that they usually manage to resell them quite easily.

EvaHarknessRose · 14/12/2019 09:07

Yes I imagine you will have to prove you told them at the time and gave them a chance to sort it out.

CactusAndCacti · 14/12/2019 09:09

We did once.

There was however already going to be a complaint anyway as the first two rooms we were given were already occupied (found out as we walked in)

The next morning I jokingly said to the desk that I had been disturbed by the 'antics' of the people in the room above and she just said it would be refunded. (I had been it wasn't a lie)

Doyoumind · 14/12/2019 09:09

I got a refund when I complained online in the middle of the night when there was a lot of noise from the room above me.

HandsOffMyRights · 14/12/2019 09:11

Yes. We once stayed at a hotel for a few nights that was opposite a demolition site.

The noise woke our family of four every morning. I complained at the time and took a video to show what was happening.

They were very good about it all though I had to follow this up after the stay and was given a full refund.

BuckingFrolics · 14/12/2019 09:11

Yes. Some years ago, central London, the refuse collectors woke me at 5.30 - my room was opposite the huge refuse collection area for the hotel so it took about half an hour for it all to be collected.

Full refund no quibble.

MarshmallowsOnToast · 14/12/2019 09:18

Yes, claimed twice & was paid twice.

First time was due to loud construction work in the hotel car park at 7.30/8.00am on a Sunday morning. Complained & was told sorry they shouldn't have started until at least 9am.

Second time was a pipe or something above the ceiling in the bathroom was banging every 2 minutes from 3am onwards. I recorded the noise on my phone.

In both cases I had complained at reception in the morning. Both said sorry but didn't mention the money back guarantee. I made claim online through the website.

Original poster

Doubleraspberry · 14/12/2019 09:23

I’ve been to reception and they tell me the system is set to either heat or cool, so they need to manually change it. Apparently the majority of people currently want to boil. Still puzzled in that case about the fan in the room. Anyway, they will do it while we’re out. I said I understand refunds had to be applied for centrally and he just shrugged. So there we are.

OP posts:

snowybaubles · 14/12/2019 10:16

I have never stayed in a PI where staff have to adjust the temperature if each room. Usually there is a thermostat in the room

ElspethFlashman · 14/12/2019 10:32

Yeah they're definitely downplaying it. We stayed in one about 2 weeks ago and we actually had to demand some way of addressing it when we were checking out. Cos nobody was offering it, that's for sure.

But then if they have taken away the ability of the hotel to refund, it also means the staff can kinda not give a shit whether you're refunded or not.

ElspethFlashman · 14/12/2019 10:34

Yeah in fairness, ours did have a manual thermostat and it was great. Yours must have been broken or something. Wierd.

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