Man let into my Premier Inn hotel room late at night

[jennylamb1]

Looking for opinions. While staying in a Manchester Central Premier Inn, reception gave a key to my room to a strange man who gained access to my bedroom at 10.30pm at night when I was in bed. As a lone female traveller I was obviously very upset and went down to reception to find out what was happening. Receptionist apologised and said that the man had the same name as me- it wasn't the same name- and even if it was, she shouldn't have given him a key. To make things worse, I ended up in the same lift as him up to my room and he made a somewhat sexually suggestive comment which made me wonder if he was deliberately trying to get into women's rooms. Obviously didn't sleep well after double locking and putting chair up against the door. Complained about it and she offered to credit the breakfasts I'd booked which I accepted at the time. Been waiting 15 days for the refund to go through, which I've already had to chase up and which they reassured would clear within 15 days and which hasn't.
I'm now thinking that I didn't make enough of a fuss over this given the issue of safety for lone women and the additional poor service on top. Should I email the CEO and make a big thing of it?

[RatherBeRiding]

I would! It's mind boggling that a strange man can so easily gain access to a hotel room - presumably he had no booking - what on earth had he said to the receptionist to persuade her to give him a key? Beyond shocking. I would raise a formal complaint and escalate it as high as you need to.

[LittleRebelGirl]

I would definitely escalate this. That's really scary they could make that kind of mistake. They need to look at procedures and training to ensure it never happens again.

[Labtastic]

Free breakfasts was their response?! (That you haven't even received...) I'd be going totally nuts. Free breakfast pfffft. Gosh I'm so cross for you. I'd have been terrified. Escalate and escalate - this is a basic safety issue. Get it on Twitter tagging Premier Inn - I bet they'll react quickly

[jennylamb1]

I think he had a booking because the receptionist was giving him a different room when I went down to complain, but you're right, I don't know what he said which made her think someone has already booked in with the same name, just sounds weird.

[Tatas]

100% escalate that complaint - that needs either a policy change or complete staff retraining.

[AnnaKristie]

Am I missing something? I don't understand how the receptionist could have given out a key for a room that was already occupied. It doesn't go by a person's name, does it?
Don't they have systems in place to show which rooms are vacant?
This is appalling, and they should refund the cost of your night's stay.

[Tempnamechng]

Others might think I'm irrational, but I would have complained to the police, especially after his inappropriate comment. If Premier Inn don't take you seriously, the police being informed might.

[TheCountessofFitzdotterel]

Yes you should escalate.
I once had a drunk man try to get into my Premier Inn room late at night because he either believed or pretended to believe I was his friend despite my telling him repeatedly he had got the wrong room. He wouldn’t go away and it was pretty frightening. Sounds like all he would have needed to do was to ask at reception and they would have given him a key!

[Shiningout]

Erm id be expecting the room refunded aswell at the least! And I'd be putting in a. Formal complaint

[TheCountessofFitzdotterel]

@AnnaKristie

Am I missing something? I don't understand how the receptionist could have given out a key for a room that was already occupied. It doesn't go by a person's name, does it?
Don't they have systems in place to show which rooms are vacant?
This is appalling, and they should refund the cost of your night's stay.

If there are two of you staying in a room they will give you an extra key.

[EpicAlice]

JFC!
That is appalling. I would be terrified.
Google travel door locks, the next time you stay somewhere you can be sure you will then be safe.
Free breakfast is an absolute insult. Make the biggest thing you can about it, I’d even be tempted (if I didn’t have to show my face) to shout it from the rooftops by contacting a journo. Lone female travellers should be made aware that awful stuff like this can happen. It’s terrifying.


It seems you are not alone, they need to sort their staff training out!
https://www.reddit.com/r/LegalAdviceUK/comments/1b7l8fu/premier_inn_let_someone_into_my_room/?rdt=36394

[Ilikewinter]

100% complain. Totally different situation but we rented a Havaen caravan and the key wasnt left inside it, I went to reception and told her the caravan number and she just printed me a new key there and then. Didnt ask for any ID, booking reference or even my name!!! ..... I never really complain but I did about that.

[AprilBringsTheSweetSpringShowers]

Definitely make a fuss.

If the man went up in the lift with you, do you think he noticed which room you were going to, and went back down later to talk the receptionist into giving him a key?

On a side-issue, I haven’t slept in a Premier Inn room for a decade or so, but used to regularly when visiting DD.
(i) As I was a woman on my own they made a point of putting me close to the stairs by reception
(ii) They offered a “ good night guarantee,” so once when I kept being disturbed by noisy guests they refunded the cost of that night. I was with DH on that occasion so hadn’t needed a relatively safe room.

A free breakfast after the receptionist’s serious error of judgement is an insult, and shows a complete lack of empathy.

[AddictedtoCrunchies]

That happened to me once when I was away with work, not a Premier Inn but a medium sized hotel. Apparently, the night porter used to let himself into an empty room for a kip and he chose mine about 2am.

I flew out of bed and went fucking mental at him. Didn't sleep the rest of the night either. Next morning I went tonto in reception and they refunded the room but work had paid so it didn't benefit me. They gave me.two glasses of wine that evening.

Now me would have taken it further and to the top if necessary. Then me just accepted the apology.

But I wedge a chair against the door now every single time I travel with work. And put the bolt across. Plus I've never returned to that hotel.

[Mischance]

Go to the top - write to the CEO - make a big noise. You could have been raped!

[jennylamb1]

Thanks all, I'm going to email the CEO.

[GingerIsBest]

Yes, make much more fuss. Escalate via their complaints procedure. If no joy, tweet any of their social media accounts.

This is completely outrageous.

[PoppingTomorrow]

I'd go ape shit (politely) and escalate as necessary til I had a satisfactory response.

[mitogoshi]

Do emphasise that they need to do better but it does sound like a misunderstanding not malicious. I've certainly collected my key card later in the past with my ex checked in prior lots of times (he travelled a lot for work especially to London and I'd jump on the train after work on a Thursday as i didn't work Friday and join him), we had the same last name and of course I had my drivers licence with the same address on not that they ever checked

[MrsPelligrinoPetrichor]

My experience with contacting the CEO has been excellent, contact them.

[Ponderingwindow]

I have had 2 separate hotels issue a key to my already occupied room. At least that I am aware of because if it ever happened when I wasn’t in the room I wouldn’t necessarily know. Not cheap places either. The first one it happened with was a 5-star hotel my work was paying for.

I never step foot in a hotel room without adding the bolt or security chain now, even if I am wide awake or only going to be in the room for a few minutes.

[Hiddenvoice]

That’s awful, I would definitely complain further as a free breakfast feels like they aren’t taking it seriously.

[MetaDaughter]

Given their Goodnight guarantee the very least you should have expected is a full refund on the cost of the night - and given the outrageousness of the mistake I’d have thought vouchers for free extra nights would have been appropriate.

Very poorly trained staff member offering a paltry free breakfast.

[indecisivewoman81]

Yes definitely escalate! That's bloody awful. You need a full refund as well.

[SerendipityJane]

Surely the practical solution is to have doors that can be locked from within, with only a firepersons key to override the lock ?

Surprised the OP hasn't already given the CEO both barrels, btw.