About Premier Inn’s Good Night Guarantee?

[Badnightguaranteed]

Recently stayed in a premier inn…
It was an altogether horrible experience, so after night two of a three night stay I asked to cancel the final night and was told that would be ok, it was understandable, and not to worry - I’d be refunded for the night I hadn’t stayed in four days time. Fair enough. Under the circumstances they asked me at reception to fill in the customer relations form, which I did.
Anyway premier inn have refused to refund me , it’s now nearly three months later.
Supposedly they offer a "good night guarantee" in any case but when I asked about this I was told it isn’t applicable "during covid" and hasn’t been "since the start of the pandemic".
So why advertise it? It’s still on the website?
What’s the point of the good night guarantee if it’s not applicable (my experience probably included just about everything that could go wrong with a hotel room, I’m not talking about small issues!).

But what covid measures would affect your sleep? Unless they decided to clean everywhere noisily at 3am?

OP have you tried this number? 0333 003 0025 (option 1)

You could also look at this: thecomplaintpoint.co.uk/premier-inn-complaints-email-phone-number

and www.whitbread.co.uk/contact-us/

I think one of the issues people have reason to complain about is that during covid rooms are no longer cleaned during a stay?
So no vacuuming, cleaning of bathrooms, replacement towels etc, and so on.
Which I guess contributes to a bigger issue, if a housekeeping team have a short time to clean a room after say, a family have been in there a week with no housekeeping… then it’s inevitable that rooms won’t be as clean as if they’d had a good clean each day.

@Timeforwinterclothes thats horrendous. Must have been really scary for you both.

Another great website for things like this is Resolver. It automatically gives you the email addresses you need for big companies, templates for claims and even sends you reminders to escalate if you don't get a response.

Badnightguaranteed What was the reason to not having a good night sleep?

I had two terrible nights due to noise in one couple years ago. I complained there, then to customer service and got nowhere. I then complained to the CEO and was refunded. Email the CEO until resolution.

We got a refund under the good night guarantee this summer! The hotel didn't offer anything but I did the form on their website and a month later they replied with a refund. The guarantee is still definitely in place

I can't see how the pandemic at this stage could impact on a good night in a hotel

It can impact on everything if managment are looking for a handy excuse, but look on the bright side: they've got something else to blame now as well as Brexit

And before anyone says it, I'm not suggesting that Covid hasn't been a problem - only that it's an instant go-to even if it has nothing to do with the issue

I filled out the Good Night Promise online and was given a refund really quickly.
It's annoying that they don't do rook service as standard now but if you ask at reception they will arrange it immediately.
Premier Inn used to be our go to hotel - we've stayed three times this year in different cities and it's been disappointing each time. Super annoyed this morning, staying in London, went to breakfast and there was nothing but sausages n bacon because apparently they're having supply issues...same happened in Edinburgh. And I really don't understand why their bathroom plumbing makes crashing and banging noise ALL night, and when you complain they say "all our rooms are noisy like that" hmmm maybe say on your website?! And the beds are no longer comfy either.

imgur.com/a/4ydwH6t

This is what I mean when I said right outside of the window. The first time I opened it, I was confronted with a builder's backside at gave height 😱🤣🤣

Still refused because apparently the building work was mentioned on the website - not sure as a lone female traveller I'd be reasonably expected to have a room with builders directly outside.

How active are they on twitter?- tweet like crazy how pissed off you are, cc them on tweets to travelodge and similar asking whether they are as rubbish as PI.
Even if you don't have an army of followers, twitter aware orgs will still jump into action.
Tripadvisor and trustpilot reviews as well.

Wow @QuestionableMouse what a view 🙈.
Very intrusive having people working so close to the window too!

@ThinWomansBrain they are selectively active on Twitter, and evade interactions by asking posters to send a dm. They then send a dm to tell you they’re not going to do anything, or that they will get back to you (they don’t).

I’ve had two refunds in the past no issues.

1. A car was making excessive noise in early hours outside window, revving, loud music etc you get the picture
2. Booked double room (bed) which turned out to be two singles pushed together, which kept slipping apart whilst and my partner and I were “sleeping”

Such a shame to hear that PI has gone downhill. I haven’t stayed in one recently, but I’ve received Good Night Guarantee refunds in two separate branches when I wasn’t even asking for a refund, just making a comment when asked if I’d had a good stay. The first stay was disturbed by very noisy people thundering up and down the corridor at 1am. The second, in a different PI, was when we’d definitely booked for two people but the room was clearly set up for one (one set of pillows, one set of towels, one glass in the bathroom etc) and when we’d alerted Reception the receptionist was bafflingly rude and unhelpful. Both times when we “made comments” as opposed to actually complaining, we received full refunds, which we didn’t expect. Maybe they’ve now realised that their previous generosity wasn’t doing their business model any good!

We stayed in a Premier Inn last week and I was really disappointed with the bed - ancient lumpy saggy mattress and only a double rather than a king. Like a PP I noticed that the website now advertises "double or king bed".

I also noticed that the more expensive "Premier Plus" rooms are apparently guaranteed to have king bed This is no good to us as there are no Premier Plus family rooms and if we're in a Premier Inn it's usually because we have DD with us.

[quote Badnightguaranteed]@ThinWomansBrain they are selectively active on Twitter, and evade interactions by asking posters to send a dm. They then send a dm to tell you they’re not going to do anything, or that they will get back to you (they don’t).[/quote]
that's disappointing - the organisations I've ranted at that have done the "DM" thing have generally sorted stuff out through that.

I just dread that a potential employer looks at my twitter feed if I apply for new roles - it's full of rants, complaints and whinges, dispersed with occasional likes of cat pictures and twitter exchanges with my hairdresser.

@ThinWomansBrain hey, an assertive, well groomed cat lover then! V employable