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 think PI is brilliant. Never had any issues, lots and lots of stays.

I’ve claimed it before, and I didn’t report it until I got home the next day. It’s worth getting a Twitter account to sort this.

I had an incident a few years ago in which the bathroom of my PI room obviously hadn’t been cleaned properly. 🤮 I took a picture, showed it to reception & e-mailed it to management. They switched my room, I claimed the good night guarantee and they refunded without question.

@Arewethebadguys

Why would you not just phone reception at the time though? Why suffer all night if it could have been sorted at the time?

do PI rooms even have telephones? I didn't think they did. It would never occur to me to call reception to sort out noisy guests because I'd assume they'd not want to get involved and suffer a torrent of abuse.

I hate this report it on Twitter mentality, no wonder the place is a cesspit
As for the "small print" the clue is in the name. Even if you hadn't bothered to read these detailed terms and conditions before you claimed, it's common sense to report an issue at the time rather than until after when they cannot possibly take any reasonable steps to rectify it

All of this ^^

I told reception about noisy neighbours when I checked out in the morning and said I hadn't slept a wink. They refunded the cost.

On the rare occasions I’ve had problems with Premier Inn meaning we didn’t sleep, they have refunded with no problem.

Yabu because you should’ve complained at the time. That aside, I hate premier inns. The last few I’ve stayed in the windows couldn’t be opened. I found it really stuffy

This.

I think lots of companies are getting more fussy about these type of claims, sign of the economic times I suppose. Had you contacted reception at the time, you may have been successful. Vote with your feet and book elsewhere in future.

It’s their fault for having a worthless “guarantee”, though.

We reported lack of sleep during one of many stays and we’re given an immediate refund.

Our neighbours used to boast that they always stayed in Premier Inns and said they'd not slept well so didn't have to pay for it.
They were full of BS so it probably wasn't true. I'd have thought your name would be on some sort of blacklist if you tried this too often.

I’ve had this, they refused the claim as I hadn’t reported the issue at the time. I’m not sure how I was supposed to when calls within double figures were not answered and no one came to reception on any of my three visits. There was a hen party staying, when I checked out there were four other couples with the same complaint, so I wouldn’t be surprised if staff had purposely not answered the phone and avoided reception as they knew a number of guests would be referring to the guarantee.

I did tweet PI, they said I should have sat and waited at reception from 2:30am until someone arrived, even if that was until the next shift started. I’m not sure how I was supposed to supervise my son and our baby daughter, or did they expect them to also sit in reception for hours on end.

ZOMBIE THREAD.

I’m a regular at PI & have always found them to be very noisy. I complained about noise on one occasion (& although many had complained about kids running up & down) they said I should’ve reported it at the time. But I did get a free breakfast, which I was quite happy with. Last time the noise started I went straight down & reported it to security, I got my money back by reporting it on Twitter. I’ve stayed twice since & had such lovely sleeps, although I do request a certain room on a certain floor …

THIS THREAD IS OVER A YEAR OLD.

i just assumed that they were so sure that their pillows and mattresses were comfy that they guaranteed a good night's sleep - it wouldn't occur to me that they were undertaking to ensure other guests were quiet