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?

I did afterwards and generally do, wasn't thinking about that at the time.

I used to travel a lot for work (UK) this has happened to me both ways, I checked in was given a key went in, used the loo and then realised there was a toothbrush by the sink opened the wardrobe full of men's clothing shoes etc and there was a phone charging on the desk! I left quickly and told reception but they just shrugged and gave me another room, not sure if the occupant ever knew I'd been in!
Another time I was about six months pregnant lying on the bed in my pyjamas, eating chocolate, watching love island and rubbing bio oil into my tummy, in walked a random man. I shrieked he was very apologetic, I complained and they were very good (HI express) I was there all week they upgraded me to a top floor suite type room with a jacuzzi bath, refunded the whole stay (work got that) gave me a free evening meal and the manager caught me at breakfast the next morning and genuinely apologised. It wasn't ok but they got why immediately and seemed genuinely remorseful. After that I carried one of those rubber door wedges and used it from the inside.

Considering you get a free night if you don't sleep well that's a bloody joke. You could have been raped or worse. They should be fawning all over you not offering a free bloody breakfast FFS.

Yes, definitely escalate - as it sounds like this is a widespread problem with Premier Inn. Last year, I was going to a party and booked a Premier Inn room for myself (and myself alone). At the party, I caught up with an old friend, who then missed the last train home. I said that he could sleep on the sofa in my hotel room. He went out for a cigarette before bed, but he didn't take my keycard - so he couldn't get back in. He buzzed through to reception who let him in, and then, when he said which room number he was trying to access, the receptionist just created him a keycard for my room number on his say-so, without checking anything on their computer (he obviously wasn't booked in). I was appalled - he could have been anybody. It would be so easy for a predator to follow a lone woman upstairs in the lift and clock which room number she entered, and then go downstairs and just get a keycard made to let him in. Awful!!

Quite apart from their Good Night guarantee, that is a massive safeguarding issue. I would take it right to the top.

I think this unfortunately happens more than many realise. A friend of mine (male) was given a key to a woman’s room and told it was his room. He was mortified when he went into the room at 11 pm and she was in bed. The poor woman was frightened half to death. Terrible by the hotel. I think it was a Marriott.

It’s not as unusual as you might think. It’s happened to me twice that I checked in and been allocated a room and key only to find it already occupied. One of them the couple were in bed when I walked in…. Different hotel chains. Always always put a chair against the door. If travelling alone rubber door stop is easy to bring with you can wedge the door shut.

Ohmigodness!! How very scary!!

Thanks all, awaiting response from CEO and MD (or their staff I presume), I spent over £500 at different Premier Inns in the area that week so I'm looking for more recompense. I'm really annoyed that I haven't had a refund within 15 days as well to be honest, it just adds to the experience of poor service and lack of care.

This is awful. You are correct to complain as you could have been attacked. I'm horrified they would do this!

I don't think it is the man's fault. I walked in on a couple having sex when I was given the wrong key in a Travel Lodge, It really wasn't my fault, I checked in and they gave me the key to an already occupied room. I'm not sure what the police could accuse me of, believing the receptionist maybe?

I bet you were mortified!
It was more the fact that op said she wondered if it wasn't so accidental, and that the man made an inappropriate comment. The police wouldn't be able to do anything, but logging a complaint might make the hotel jump.

I’m the most ‘oh well, not to worry’ person ever and I’d be going to the papers! That’s just completely beyond unacceptable.

Good point. Statistically, the OP is at far more risk from her DH/DP than from a random stranger.

Yeah I’m a pretty laid back person but I’d go absolutely apeshit over this. Terrifying.

Bloody hell op. Formal written complaint snd escalate it high. That's awful snd frightening experience it really needs to be investigated...

I've not read the whole thread sorry OP, but I hope you get the outcome you want and I would not let it lie.

When I'm staying in hotel rooms I always take a doorstop with me and put it under the door at night, hope this helps x

I had similar at an Oyo hotel … I was in the shower when a man walked into the bathroom and got a proper eyeful before asking me why I was in his room. Reception said they’d forgotten I’d checked in, thought the room was empty and had given out the key to him. Not at all apologetic and actually laughed when I said the chap had seen me naked. Raised it again when I checked out and was told I couldn’t have a refund because I’d stayed the night, and if I’d left they would have refunded me and they were surprised I hadn’t (?!). Complained to their head office when I got home, and I got a full refund. So definitely don’t let it drop, OP!

I am the most laid back person, never complain, but this is absolutely awful, a full refund and staff training.

I'd have called the police once he made remarks to me.
I'd escalate it and make a complaint about the receptionist

But people share rooms, coming and going at different times. If someone is asleep, their travel mate should be able to get it without waking them.

This is quite scary, what happens if its a drunk lone woman passed out and a man takes advantage!

This shouldn’t even come up as a misunderstanding, it shouldn’t be possible. Yes escalate it op. Sounds horrible.

I would have spoken to the Manager the next day and asked about the procedure to escalate the complaint further if I wasn't satisfied. I'm surprised they didn't refund the cost of your room to be honest.

Jeeeesus! This is terrifying. I'd escalate this BIG TIME. Scary.

H and I stayed in a hotel and suddenly someone was trying to get in our room. We had the chain on. What had happened was she said we were in room 21 but gave us key to 25 so that's where we went. The person trying to get in was going in the right room, we had been sent to the wrong one. That was unnerving enough so I can totally see how terrified you would have felt. This absolutely needs reporting and shouting about. Did he make the comments before he tried to get in your room? If so, did he see your room number, hear your name when checking in?