Premier Inn Complaint

Thomask

I see in a recent thread regarding a Travel Lodge complaint someone has posted the contact email for the Customer Service Manager.

I'm currently in the process of complaining to the Premier Inn group. Does anyone have a similar contact ie: email address for the Customer Service Manager or Managing Director?

Can PM this info if you'd prefer.

Thanks in advance :beer:

GonzoAston

Im just being nosey, as I complained (got refund) a while ago. What happened to you?

photome

Any complaint direct to the hotel gtees a refund on that nights stay. Of course if you want more than that you may have to escalate

Quassi75

The thing about Premier Inn's is that their accounts are dealt with centrally, so payment is done by their head office and the hotel direct will never be able to refund you.

it is also very hard to get a refund from the premier Inn as they will automaticly charge your card on the first day of your stay (even if you not even at the hotel) by 12:00 noon on the day.

The best thing you can do is pick up the phone and ask to be transferred to their customer services/complaints department and try to argue your case with them. And then ask for their contact email address and put it in writing to them.

andyrules

Premier Inn offer a 'Good Night' policy, so you should easily get a refund.
A good night guaranteed

We know you want your stay with us to be easy and hassle-free, that's why we have our Good Night Guarantee. We believe in our people doing a good job for you – in fact we're so confident, we'll give you your money back if you don't enjoy a good night's sleep – simple!

If you need to complain further, here is the CS number:

01582 499534

Patrick Dempsey is the Managing Director of Whitbread Hotels & Restaurants. Don't have an address, but you could use the one on the site.

Amys

I stay with Premier Inn sometimes, usually they are very good. However, on one occasion I did have cause to complain. I called the central number from their web site and was out through to the right depatment, I had not even finished making the complaint when they said they would give me a refund under the good night guarantee. It came through quickly and it was all very painless.


The card you book with is not automatically charged by head office on the day you arrive (unless you fail to turn up as it is only used to guarantee the room booking), they take a card for payment from you when you arrive and charge that card. They put through the charge it on arrival. ( I have a LOT of stays with PI and have never had the card used to make the booking charged, let alon by 12 noon before I even arrive).


Overall, I was very happy with the way the complaint was dealt with, so call the central reservations number and they can put you through, or give you the telephone number of customer services.

Mrs_Ryan

kdowner wrote: »

The thing about Premier Inn's is that their accounts are dealt with centrally, so payment is done by their head office and the hotel direct will never be able to refund you.

it is also very hard to get a refund from the premier Inn as they will automaticly charge your card on the first day of your stay (even if you not even at the hotel) by 12:00 noon on the day.

The best thing you can do is pick up the phone and ask to be transferred to their customer services/complaints department and try to argue your case with them. And then ask for their contact email address and put it in writing to them.

Not strictly true. Corporate accounts are dealt with by HO, as is such with any company account card or corporate bookings through outside agencies. Anything paid for via personal credit/debit card, cash or business credit card in the holder's possession will be refunded by the hotel concerned. Each hotel is responsible for its own accounts which are banked electronically by the hotel concerned (credit card payments) or manually (cash payments) Some PI's do charge the card but others do not - it all depends on the individual hotel.
Anything that disturbs your sleep will be covered under the good night guarantee and will get you a refund - for example OH and I stayed in a PI in Edinburgh last year during gale force winds, the catch on the window was broken and the wind howling through plus the rattling of the frame kept me and OH (who is on a fairly hefty dose of sleeping tablets so it has to be pretty serious to keep him awake) we complained and got our money back - immediately, no questions asked.
Im ex PI staff, by the way.

photome

kdowner wrote: »

The thing about Premier Inn's is that their accounts are dealt with centrally, so payment is done by their head office and the hotel direct will never be able to refund you.

it is also very hard to get a refund from the premier Inn as they will automaticly charge your card on the first day of your stay (even if you not even at the hotel) by 12:00 noon on the day.

The best thing you can do is pick up the phone and ask to be transferred to their customer services/complaints department and try to argue your case with them. And then ask for their contact email address and put it in writing to them.

Not what happened to me.

I complained to the hotel directly and was refunded within days with no fuss.

photome

photome wrote: »

Not what happened to me.

I complained to the hotel directly and was refunded within days with no fuss.

Would love to know the nature of the complaint tho. Intersting that the OP only thanked one poster