Premier Inn Good Night Guarantee only honored if you're prepared to report issues at 2 A.M.

[Roaders]

I regularly stay at Premier Inn hotels and have occasionally in the past claimed on their Good Night Guarantee (I might have claimed once or twice over the past 10 years or so).

I stayed at a hotel on the 1st April and had an awful nights sleep. I could hear another guest snoring, another guest moving about in their room and a whining noise coming from the fan all night (there was nothing I could do about this fan, even turning off all power to the room by removing the card from the slot did not stop it).

The next morning when checking out I mentioned the issues I had had and that I would like a refund. I would not do this at any other hotel but this is exactly what they offer so as I had not had a good nights sleep I requested a refund.
The staff at the hotel told me I had to report to central office and gave me a phone number to call, on phoning the number I was told to report by sending an email which I did. I got a response saying that they were busy and I wouldn't get a response for 20 days.

After quite a bit of back and forward the situation now is that management has reviewed the case and will not take it any further. The outcome:

As this wasn’t reported to our team within a reasonable amount of time, we will not be able to provide you with a refund on this occasion.

According the them "within a reasonable amount of time" means that when I was lying in bed in the middle of the night unable to sleep I should have fully woken up, turned on the light (waking up my wife who HAD managed to get to sleep), get dressed, go downstairs and try and find a memeber of staff who would then presumaby not be able to do anything about the noise - certainly not able to do anything without waking my wife.

This, to me, is utterly ridiculous. They only guarnatee a good night sleep if you're willing to report issues to them in the middle of the night. In my mind if I have to get up in the middle of the night and go down to reception even if they do instantly resolve the issue that is not a good nights sleep.

Small claims court is the next step I think.

YANBU

Good to know

I was about to say exactly the same.
I have a friend that many years ago had a buyer van and the amout of people that would come back with a burger / hotdog three quarters eaten and say there is something wrong, even quite frequently from a different van !

If there is a issue with your room , food , drink what ever you must let the correct person know in enough time for them to rectify the issue.

So many people must try this, I think it’s a fair enough policy if other guests are making noise and you call and report. The issue is there is always folks who will take the piss and try and get their money back for no reason. They can’t complain at the time as there is no noise.

im with them, becayde the dishonest ones ruin it for everyone.