To let you know that the Premier Inn Good Night Sleep Guarantee is worthless

[CherryMaple]

DD and I stayed at a Premier Inn recently. We were disturbed by noise from other guests in the corridor several times in the night - up until 3.30am. In the morning we spoke to the receptionist about the noise and said that we wanted to claim on the Good Night Sleep Guarantee because we had slept badly because of the corridor noise. We gave details of the times, and said she would be able to confirm on their CCTV of the corridor if necessary. She said she would make a note on our account.

When we got home, I contacted Premier Inn to confirm that we wanted to claim on the Good Night Sleep Guarantee. Premier Inn have said that our claim is not valid and have refused to refund us.

The website clearly says “We’re so confident you’ll have a great night’s sleep that, if you don’t, we’ll give you your money back. Just speak to one of our friendly reception team. This is our Good Night Guarantee.” This is absolutely not true and very misleading.

In turns out, there is a lot of small print. If you are disturbed by internal hotel noise, you have to report it to reception at the exact time during the night if it is ‘safe’ to do so.

Just wanted to let you know - if you’re planning to stay at a Premier Inn - to read the detailed list of exclusions, and not rely on their big promise of the Guarantee which is worthless unless you have read the small print.

I haven't claimed it recently, but in the past I have used it more than once without reporting it at the time. Maybe they had too many claims! But they shouldn't offer it if they don't mean it

It's hardly their fault that other guests are noisy, especially if you failed to tell them about it at the time when they could have actually done something 🤣🤦‍♀️

Have you tried tweeting this? Might get a response….

I realise you are annoyed - but that policy is perfectly reasonable.

You should have raised the issue at the time - staff could have helped, and if they didn't manage to stop the noise the guarantee would have been valid.

Buy some bloody ear plugs. It's a cheap hotel, it won't be a free stay, everyone else will end up paying for it with higher room fees.

Didn't you post this recently...

I used to work at a PI. Why didn’t you report it a the time? You were awake anyway, but if you were too scared to go to reception, could you not have rung them?

Of course they’ll not take you seriously if you failed to report it at the time; they’ll think you’re a changer and I can tell you, the note on your account will *be a warning to other PIs that you are a difficult guest.

*chancer, not changer.

Someone posted very similar recently.

I thought everyone knew this was the case tbh.

I think I would have reported it at the time, if the noise was continuous.
If it was just people coming back to their room, then the noise is to be expected. 3.30 am is very late but if they’re open 24 hours then you might expect that could happen.

Sorry I agree with others. You have to give them an opportunity to rectify the situation, if you wake up at 3am but don’t contact Reception and the noise was guests in other rooms, then it looks like you’re just chancing your arm.

Why didn’t you report it at the time?

I think it's fair enough to stipulate that you have to give them the chance to address the noise issue at the time. Otherwise no one would ever have to pay their bill there.

I called reception and told them about the person next doors TV keeping me awake within seconds the guy was hammering on the door telling him to turn it down or he’d have to leave the hotel.
It’s your own fault for not telling anyone. It’s common sense to let them have the opportunity to rectify the issue at the time before you claim really.

I must admit I've never had a bad nights sleep at a Premier Inn, and have always found them particularly quiet. Its a shame that guests would be so inconsiderate as to come in noisily, but the hotel could only be able to rectify the issue if they were told about it. If they were given the opportunity to sort the problem out but didn't, then you would certainly have a claim.

You have to give the hotel a chance to deal with the noise.

They refunded me two rooms for two nights when they had no air con and it was very hot. No quibbles.

Why didn't you complain at the time?

I haven’t posted about this recently. If I was on Twitter, I’d tweet it.

My point is that they need to be upfront about the small print - and they’re not. They say we Guarantee you a great night’s sleep - if you don’t sleep well, just have a chat with our friendly receptionist. That’s not the case. They need to be up front about it.

I agree with above- you should have complained at the time- surely you can understand this is policy because if it wasn't, what's to stop everyone saying they had a bad night and getting a refund? The staff don't work for fresh air.

Their website says:

---

Is there a time limit on when I can have my money back under the Good Night Guarantee?

Most guests let us know if there’s been a problem while they’re still staying with us. However – if you don’t get the chance to do that, you have up to seven days from check-out to claim on our Good Night Guarantee.

---

Now, the small print does include the things mentioned above - but in my opinion the headline on their website that I have quoted is misleading.

YANBU

I had a refund under the Good Night Guarantee just yesterday! £81!

Radiator was making a banging noise so we were upgraded to a Premier Plus room and given a full refund.

We had 2 rooms in a PI for 4 nights this week. The showers did not work and they couldn't do anything about it. The hotel were mortified and asked us to complain to guest relations. The have grudgingly agreed to refund 2 of our 4 nights as a goodwill gesture. I am not happy.

@tintodeverano2

Didn't you post this recently...

Was thinking the same!

@SpicyTinkle

We had 2 rooms in a PI for 4 nights this week. The showers did not work and they couldn't do anything about it. The hotel were mortified and asked us to complain to guest relations. The have grudgingly agreed to refund 2 of our 4 nights as a goodwill gesture. I am not happy.

That's pretty bad, to be fair! A shower is t a necessity for just one night I suppose but 4 nights? No way. I'd be stinking and greasy!