Are individual Premier Inns penalised if guests claim on the 'Good Night Guarantee?'

[greenerb]

I stayed in one last week and needed to claim on the guarantee.

The website says in the first instance to speak to reception, so I did, thinking that they would be able to process it. However, they said I needed to claim online, fine.

They then asked for my room number and some details of the problem, and then said they would put a note on the booking system "so they can see both sides."

It wasn't til I left that that comment puzzled me. Both sides of what? And why? Do they get penalised if customers claim?

Yeah; or they used to. It's a poor reflection on the hotel, and they are tracked and audited by Head Office.

Like complaints; I suppose. They are investigated and the outcome can be disciplinary.

I used to manage in Premier Inns (10 years ago so lots has changed I'm sure) It never used to, however it used to be managed very differently In that any guest who claimed it got it! We used to refund an alarming number of guests mostly due to our location and how Old the building was which limited our ability to soundproof better etc. But we weren't penalised for it

God I hated that job