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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Premier Inn Goodnight Guarantee

46 replies

ChristmasEvePJs · 27/02/2017 10:44

I stayed at a new Premier Inn the other week. There were multiple 'teething problems' with the hotel such as tepid water, cold room, no sheet (only mattress protector) on the fold out bed, builders hammering and banging at 7.45am etc.

Having never claimed on the goodnight guarantee on any of our previous (multiple) stays I emailed customer services. Thus far I have only had a standard response initially then seven days later a quick email saying they would get the hotel to look into it. Now five days on again I called, spoke to a lovely lady at customer services but then unannounced she passed me to the hotel where the woman was quite short with me and said they were looking into my complaint and investigating the validity. She said I will get back to you...

AIBU to think it doesn't take 13 days to look into a very simple complaint?

OP posts:

PurpleMinionMummy · 27/02/2017 20:38

We complained on check out and got fobbed off! We had to email to get a refund.

Original poster

ChristmasEvePJs · 28/02/2017 20:10

Just a quick update. Today, 14 days after I first emailed I have had a reply offering us a refund for two nights of our long four night stay. Tbh I was braced for nothing so better than I expected. Will await it dropping back into my account. Thanks everyone.

OP posts:

Dawndonnaagain · 28/02/2017 20:22

We too were doing uni interview stuff. Stayed in three in a row. Complained about one. They conveniently found the email praising the third one to the hilt, but could not find the one in which I had complained. I no longer use them. Don't make a promise you have no intention of sticking to.

Bringmewineandcake · 28/02/2017 20:42

It wasn't minehead was it, OP? I've been waiting for that one to open and we've got a night booked there in 3 weeks time...

BonnieF · 28/02/2017 21:05

I regularly stay at PI's and have only had to complain once. My bathroom had not been cleaned properly, I complained to the front desk and they refunded my room immediately and without quibble.

FreeNiki · 28/02/2017 21:22

I complained at the time and got a refund that day.

khajiit13 · 28/02/2017 22:03

Complain on check out. I've never once checked out from a premier inn without them asking me about my stay. This is the opportunity to say something.

khajiit13 · 28/02/2017 22:04

Oops just seen your update, good result OP

ThomasRichard · 28/02/2017 22:10

I stay at Premier Inns quite a lot and have only asked for a refund on their guarantee once, when the carpet was so dusty that I had an asthma attack. That was on check-out though rather than waiting.

I wonder how often they get people complaining every time they stay. Do people end up getting banned if they're clearly taking the mickey?

Chasingsquirrels · 28/02/2017 22:12

We once said on check out, having been asked if we'd slept well, that we hadn't because of xyz problem with the room. The receptionist said oh that's a shame, thank you, bye.
Pah

Kbear · 28/02/2017 22:15

bed like concrete - I emailed - they refunded- took two weeks

Wigeon · 28/02/2017 22:24

Hm, interesting, we've stayed in several Premier Inns and I've always been really impressed. Just stayed in one quite recently and the bed was really really comfortable, room and bathroom immaculately clean, staff all friendly, breakfast good. And amazing value for money for a mid week family room. Hope we don't get one of these less good experiences!

LarrytheCucumber · 28/02/2017 22:31

We have had our money back twice at Premier Inns (two different ones in Hull). First time customers running up and down and banging on doors during the night. Second time when the duvet provided was too hot but the duvet cover provided for hot nights wasn't warm enough so DD went and got a blanket from the car at 2am. Receptionist refunded the money to our card in both cases.

LarrytheCucumber · 28/02/2017 22:41

Ooh just remembered another one. I slept on the pull out bed and it sloped in one corner. When I told the receptionist she said 'Oh, sorry about that' as Chasing squirrels said. However there was another staff member there who got out a card file and said 'Oh, we had a complaint about that yesterday'. As the hotel wasn't full I was really cross that they put me in a room which they already knew had a problem with the leg of the bed. I said 'I think that qualifies for the money back guarantee, don't you?' and the first receptionist returned the money on my card.
I had booked a twin room, but you don't get a twin. One person gets the pull out bed, the other the pull out bed. Next visit to Hull we booked elsewhere.

LarrytheCucumber · 28/02/2017 22:54

One person gets the double bed and the other gets the pull out bed I mean.

Jenniferb21 · 28/02/2017 23:01

I've stayed with them so many times and have had 3 refunds all of which were totally genuine complaints and dealt with quickly. On my last visit nobody was on reception at all so I emailed a complaint they replied within 3 days and issued a refund.

Did you send your email to: [email protected] ??

FoundNeverland · 28/02/2017 23:46

YABU - you should have complained at the time. I stayed in one recently and they asked me how my stay was. I said it was fine except the room smelled of smoke. I wasn't looking for a refund (company money so makes no difference to me) but they immediately refunded me.

I'd also want to look into a complaint that wasn't made at the time as people try things on.

Original poster

ChristmasEvePJs · 01/03/2017 11:19

It wasn't Minehead, I hope you have a lovely stay. We generally have been very satisfied with Premier inn previously.

Forever, we did raise our concerns however everything was passed off as teething problems. It was only when we got home and looked up the goodnight guarantee that i emailed (within 24hrs of checking out).

OP posts:

Rachel0Greep · 01/03/2017 11:24

I complained once and was refunded quickly. The receptionist was quite snappish about it, tbh. But I got the money back quickly.

Stripyhoglets · 01/03/2017 12:35

I complained as we left as we'd been kept awake till 3am by police and social workers toing and froing to the room opposite as a guest had threatened to kill themselves (they didnt). We got our money back no problem and I was apologetic about mentioning it as it wasn't their fault but receptionist was fine about it.

ineedabodytransplant · 02/03/2017 17:40

Stayed at Premier Inns many times when working away. I pay and claim it back. Only twice have I felt the need to comment/complain. The first time there was a weird vibration so had trouble sleeping but couldn't be bothered to traipse downstairs to reception. It was a badly positioned drink vending machine! Refund straightaway. Second time I wasn't complaining but I coometed on checkout that the duvet cover had a hole in it. Didn't stop me sleeping just truned it over. Again a refund straightaway.

Just don't get me started on Travelodge!!

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