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?

Hi All,

Got a reply, offering apologies, full refund and advising that the Regional Operations Manager has opened an internal enquiry into the issue. 'Additional security information should have been asked for and transgressions are taken very seriously.'

''It has been confirmed that a guest staying at the Hotel requested a further key to be cut for his room and confirmed this as being room * however, the incorrect room number was quoted in error and regrettably, it does not appear that our procedures have been followed correctly on this occasion, for which we are truly sorry.

Whilst the internal investigation into this matter is ongoing, we can assure you that the appropriate actions will be taken with the team member involved, in addition to protocol retraining being implemented with the entire Front of House team to ensure this is not repeated.'

That's a good outcome OP - glad to hear they are taking it seriously.

I'm glad they took it seriously. Good outcome.

The guest can get the wrong key, but how he ended entering the wrong room? He was already staying at the hotel so surely he knew that wasn’t his room!

It has been confirmed that a guest staying at the Hotel requested a further key to be cut for his room and confirmed this as being room * however, the incorrect room number was quoted in error and regrettably, it does not appear that our procedures have been followed correctly on this occasion, for which we are truly sorry.

Was it an error though? If it was an error surely he would have been trying his own door and find the key didn’t work?

Did he see OP earlier and request a duplicate key for her room?

Anyway, glad you got some response OP.

Well the proof is in the pudding as he didn’t attack her. I doubt her would’ve gained much from walking in, seeing her in bed and leaving. He asked for that key at reception so presumably thought it was his room number. Those corridors all look the same.

Didn't you notice this part of @jennylamb1's post?
"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."

What was the comment he made, OP? Was it after he’d gone into your room?