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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:
Heymummee · 14/12/2019 10:36

I did! There was a party all night in the room next to ours and they were running up and down the corridor. They refunded me and my friend immediately.

WatchingFromTheWings · 14/12/2019 10:39

Yes. A leisure center across the road had a very loud private party till 2am. We only mentioned it in passing as checking out and was immediately given a refund. Didn't even ask!

MrsPelligrinoPetrichor · 14/12/2019 10:43

Yes I have for exactly the same reason,the heat was unbearable. At first they refused but I emailed the CEO and they phoned me immediately and refunded me 2 nights.

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GrimDamnFanjo · 14/12/2019 10:43

That's a shame it's been changed. I've claimed a couple of times and would choose them other competitors just in case because of the guarrentee.

Touchofclass · 14/12/2019 10:47

How do they even make any money if they are refunding people like this !! I can imagine a lot of people try it on.

thecapitalsunited · 14/12/2019 10:47

I asked for a refund because the air con wasn’t not working on the hottest day of the year and it was too hot to sleep. They wanted to know why we hadn’t complained during the night. There was no phone in the room, we were drunk and we didn’t want to have to get dressed to go down. Plus we were in that state where you thought if you could just lie still for a minute you would fall asleep and it would be ok.

I got a refund but they weren’t happy about it.

ElspethFlashman · 14/12/2019 10:51

Yeah I previously close them cos I liked the peace of mind (in previous years we've had 2 different nights refunded in the spot for issues other ppl have mentioned).

I think I'd think twice now as it is SUPER basic. I'd probably try Travelodge next.

That being said, the food was absolutely awesome.

ElspethFlashman · 14/12/2019 10:53

And yeah no phone in the room! WTF???

What if you're on the 7th floor and are elderly or have mobility issues?? What if you're taken unwell???

MrsPelligrinoPetrichor · 14/12/2019 10:54

How do they even make any money if they are refunding people like this !! I can imagine a lot of people try it on

I read the terms and conditions and there is a limit on how many times you can be refunded,I seem to remember 2x in a year. They wouldn't keep refunding if they thought you were trying it on.

Grafittiqueen · 14/12/2019 10:55

Yes. I think the parents in the room above ours had left the kids in the room and gone to the bar. Think they were treating it as a trampoline park. We complained several times to reception and they refunded us automatically.

dontgobaconmyheart · 14/12/2019 10:57

I do think you could have alerted them at the time OP, you could have moved rooms or someone could have looked at it.

I did get a refund on the guarantee a few years ago, there were loud external building works outside the room which started before 8am. I mentioned it at the reception when they asked and they just refunded the nights stay. Wouldn't have expected them to though, I think theres always something in a hotel that stops you sleeping- heat/cold, rattling air con, other guests, rubbish pillows, annoying lights.

Arthritica · 14/12/2019 10:59

I've used it 3 or 4 times over the years (I stay there a lot)

They've always refunded no question.

PresidentBartlett · 14/12/2019 11:03

We did. DH slept terribly, found the bed really uncomfortable so they gave us a refund. Was easy.

Alwaysrainsonme · 14/12/2019 11:04

Can I ask how you ring reception? None of the PI I have stayed in have a phone & Googling always gives a call Center number. Is it written somewhere in the room?

AJPTaylor · 14/12/2019 11:08

We had a stay in one in Milton Keynes. Fine until 6 In the morning when the smell of cigarettes started. We thought maybe it was outside but it was coming through the internal bathroom.
Mentioned it in case it was blamed on us. Receptionist said that the neighbouring room was connected via air con or similar, refunded us and gave us a voucher for a free breakfast.

AppleBlossomTimeNow · 14/12/2019 11:13

Yep - we'd booked a room in a quiet corridor but it was anything but. Got a full refund.

DustyD2 · 14/12/2019 11:14

Yes when the housekeeping team came in twice between 8 and 9 am, despite us hanging the do not enter sign on the door. First night away after having the kids and we wanted a proper lie in Shock

MrsPelligrinoPetrichor · 14/12/2019 11:15

We did. DH slept terribly, found the bed really uncomfortable so they gave us a refund. Was easy

I find the beds really odd,I'm always surprised when people go on about how comfy they are,they're just a bed with a duvet stitched on the top imo Grin

snowybaubles · 14/12/2019 11:38

I find the beds really odd,I'm always surprised when people go on about how comfy they are,they're just a bed with a duvet stitched on the top imo

Really?

They use Good quality Hypnos mattresses

Toddlerteaplease · 14/12/2019 11:45

Slightly different but I booked an ibis in France. My travel plans changed and I arrived a day late. I didn't try changing my booking as I didn't want to confuse things. Especially as I don't speak french. Was happy to pay for the three nights but was actually only charged for the two I actually stayed.

EnidButton · 14/12/2019 12:41

Yes, horrible hard bed, zero sleep until I pulled the top cushions off the trundle bed and made it up on the floor. Then managed 2 hours. Sent an email, they gave a full refund and apology, with no issues. Wouldn't ever stay there again but their customer service was good.

I'm also always puzzled by people loving their beds. The one I tried to sleep on left red marks on my hips and ribs because it was so hard. Suppose we all have different requirements. Mattresses are tricky!

MrsPelligrinoPetrichor · 14/12/2019 12:44

They use Good quality Hypnos mattresses

I know,I don't find them comfortable at all but we have an amazing mattress so probably spoilt!

AnchorDownDeepBreath · 14/12/2019 12:52

I said I understand refunds had to be applied for centrally and he just shrugged. So there we are.

I don't think this is the case in all hotels. Or at least we can still get hotels to do it on our corporate bookings (I see the reports come in).

I've claimed it once, for other guests being awful.

Yellowbutterfly1 · 14/12/2019 13:38

My parents did.
They didn’t know about the good night sleep refund. When they were asked while they were checking out if they slept well my dad said not really due to a constant humming noise from the air conditioning unit.

The receptionist then told them that they would receive a refund.

Original poster
Doubleraspberry · 15/12/2019 00:24

@dontgobaconmyheart I am addressing it now! I wasn’t about to leave my sleeping 4 year old at 3am to complain about the heating to night staff but I reported it first thing - and it turns out the resolution would have involved waking my child up, which would have been unacceptable.

Just got back in and it does feel cooler. Although the Premier Inn website does still mention the guarantee and refund I am finding it totally impossible to find out how I actually claim for it on the site. If no joy, I will ask when I check out tomorrow.

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