Vent: Premier Inn - Two faced

Mcfi5dhc

I recently stayed at a Premier Inn in Rugby, where I had reason to make a complaint. Because the complaint was about head office, and not the Rugby staff themselves, I emailed a complaint through to head office using an email address on their website.

After a couple of weeks, I had heard nothing, so I sent it through again (again checking the email address - which was for "Complaints, or queries")

Roll on a couple more weeks, still nothing. So I sent this third email to exactly the same email address

Hi - I need to sort out accomodation for seventeen couples for a wedding in Chester in the new year (Jan 2011). Do you have any offers available for me (e.g. multiple discount)? Please give me a number to call to speak to someone directly. Thanks

Surprise surprise, within 24 hours I had an email back about my fictional wedding!

So you complain, it gets ignored. You offer them a glimpse of a sale, 24 hours or less!

Premier Inn - you should get your priorities straight. There is plenty of choice out there, which I will utilise in future. I was not asking for compensation in my first email, I was asking you to put the correct address for the hotel on your listings/text messages/website etc (the staff there freely admit it is wrong and has been for about 2 years!). And you couldn't even bother doing a quick email to say you were looking into it.

If you are thinking of complaining to Premier Inn, forget emailing. Write to Whitbreads CEO instead.

By the way, their reply about the fictional wedding was:

At Premier Inn we feel we offer Value for money accommodation and we therefore do not offer any group discounts, commission services or Corporate discounts.
Contact details below
Kind Regards,
Random Persons Name was here
Premier Inn Group Enquiries
Tel: 0870 850 5115

BillTrac

On the other hand,


I stayed in Premier near Nottingham last year. Terrible vibration through the room so sleeping was very difficult. As most Premiers don't have phones in the room I didn't bother contacting reception(although in hindsight I should have gone down but not thinking straight at 2am)

Anyway, told reception in the morning who said they would look into it.

Emailed the Hotel when I got home in case receptionist didn't do anything about it.

Within two days the cost of my Hotel room was refunded onto my CC with an email apologising for the vibration caused by a faulty air-conditioning unit.

Rather Premier than Travelodge. I used them a couple of times many years ago but gave up with their sheer lack of TLC of their rather shabby rooms. Just had to email them to stop me receiving emails about their special deals. Every email I received I clicked on the unsubscribe. But it took as rather 'firm' email to their website for them to stop

dacouch

Lenny Henry speaks highly of them

Mcfi5dhc

dacouch wrote: »

Lenny Henry speaks highly of them

Bet you Dawn French doesn't!

My actual stay at the hotel was fine. When I finally got there. As I mentioned above, they give out the wrong address - which when you put it in your sat nav (or google, if you don't use sat nav) sends you about a mile away from the real place.

Enfieldian

Mcfi5dhc wrote: »

Bet you Dawn French doesn't!

My actual stay at the hotel was fine. When I finally got there. As I mentioned above, they give out the wrong address - which when you put it in your sat nav (or google, if you don't use sat nav) sends you about a mile away from the real place.

So, is it not the fault of the Sat Nav manufacturer then? Or yours if you have not updated your maps?

How did people survive before the invention of Sat Navs, eh?

I have used Premier Inns for work stays a couple of times a month for the last 4 years and have never had a problem....... With finding them, booking in to them, eating or sleeping in them......

Mcfi5dhc

When I got to the Premier Inn (looking a bit flustered) the girl said "you haven't followed your sat nav have you?"

What the problem is, is that the address they give you is just Premier Inn, Rugby, Postcode (haven't got the postcode to hand right now)

They know the postcode they give out is wrong

If you use any other database (like royal mail, google etc) they will all send you to the wrong place - edit not because sat navs are wrong, but because Premier Inn give out the postcode for a street in a housing estate about a mile away in error every time, and despite knowing the correct one, don't give it out

You might say "why rely on the sat nav" - thing is, as soon as I booked it, they texted me with what turned out to be the wrong address. If I had written down the address, it would have still been wrong. The only bit that was right, was the small 2 inch by 3 inch map. But as I had an email confirmation and text messages, you wouldn't have thought you'd have to rely on it.

They even had a helpline (perfect!) - that didn't work when I called it (not so perfect!)

tomtiddly

Did you state in your complaint that you wanted a reply? If you don't most companies won't contact you again, although the complaint may still be heard.

Mcfi5dhc

tomtiddly wrote: »

Did you state in your complaint that you wanted a reply? If you don't most companies won't contact you again, although the complaint may still be heard.

Yes, I asked for them to contact me

Freddie_Snowbits

Down the Dog and Duck, a couple of sniffs of Brenda's Apron are enough to put anyone to sleep.

Enfieldian

Freddie, the irrelevant voice of reason as ever......

:rotfl:

cyberbob

Mcfi5dhc wrote: »

What the problem is, is that the address they give you is just Premier Inn, Rugby, Postcode (haven't got the postcode to hand right now)

They know the postcode they give out is wrong

If you use any other database (like royal mail, google etc) they will all send you to the wrong place

The postcode is given by the royal mail. You say your self thats what's on the RM database. They cannot just change it. The fault is with the Sat Nav data.