Premier Inn

FROSTYFRECKLE

No, I don't work for Travelodge. Other guests were given refunds as their rooms had faults as well - the maintenance worker is off on the sick. My husband is disabled and did not feel he could move again - staff did not offer to help moving our luggage. Like most people we only wished to unpack, get cleaned up and have something to eat. We have previously stayed at this hotel and it used to be exceptionally well kept. I have complained twice to Premier Inn on line and have received no response. My thread is just a warning to other potential guests and the snipes are unnecessary.

Gemmy_2

Why don't you either write a letter or phone up the neccessary hotel and ask to speak to the General Manager - and only he will do?
It's the direct Premier Inn itself that deal with complaints, so i would of thought you'd yourself save time by just contacting them direct

Or, you could just phone thier customer service phone number.

BillTrac

The one time I had a problem at a Premier I emailed to their website.

Not really complaining, just pointing out that there seemed to be a problem with an external AC unit causing a vibration through the room. Made sleep difficult, although I mentioned it to the reception at the time I was not really complaining.

Anyway, within 24 hours I received an email from the hotel manager telling me my payment had been refunded onto my credit card.

Now you have a problem at a Travelodge and see how far a complaint gets you with them, even one directly to either the hotel or their website.

giraffe69

the snipes are unnecessary

Well, you had a problem with one hotel and started off with

Just don't stay with Premier Inn

so perhaps they are!

shaun_from_Africa

Well, I've ever had one booking with Premier inns, and going from what I experienced I would not use them again.

I had to cancel do to a flight change, and provided the cancellation was made before 1pm there would have been no charge.
At 12:45 I called the number given on the reservation, which was their automated booking and cancellation system. This failed to recognise my booking reference so I called a different number (this was given in a message on the automated system).

When this was finally answered, I was told that it was the wrong number and that I should call the hotel which I had the booking for. (if it was the wrong number, why was it the only one given by the automated system).
By the time I managed to speak to someone at the hotel it had gone past 1pm and the manager said that it was too late to cancel.
I explained that it was only too late due to the failure of their cancellation system, so he agreed that I wouldn't be charged.

Two days later the money was charged to my credit card and despite 2 e-mails and a letter, Premier Inns would not refund me.
It was only after I contacted my card issuer and stated that as I was given a cancellation reference the payment was unauthorised and they refunded me.

If this is the sort of service they provide, I think I will stick to travelodge.

Oopsadaisy

Shaun

I think you were unlucky....probably a case of "Computer says No" and automated cr4p.

I've found Premier Inns and Travelodges to be exemplary [sic?] 'Ronseals'.....they are clean, cheap, and conveniently located.

BTW - also consider Best Western....more of a lottery [since they are independent hotels under a common marketing/booking agency] but I've always been OK and they are fairly inexpensive.

Jeff_Bridges_hair

shaun_from_Africa wrote: »

Well, I've ever had one booking with Premier inns, and going from what I experienced I would not use them again.

I had to cancel do to a flight change, and provided the cancellation was made before 1pm there would have been no charge.
At 12:45 I called the number given on the reservation, which was their automated booking and cancellation system. This failed to recognise my booking reference so I called a different number (this was given in a message on the automated system).

When this was finally answered, I was told that it was the wrong number and that I should call the hotel which I had the booking for. (if it was the wrong number, why was it the only one given by the automated system).
By the time I managed to speak to someone at the hotel it had gone past 1pm and the manager said that it was too late to cancel.
I explained that it was only too late due to the failure of their cancellation system, so he agreed that I wouldn't be charged.

Two days later the money was charged to my credit card and despite 2 e-mails and a letter, Premier Inns would not refund me.
It was only after I contacted my card issuer and stated that as I was given a cancellation reference the payment was unauthorised and they refunded me.

If this is the sort of service they provide, I think I will stick to travelodge.

Seems a computer Glitch that. i have to stay away for work quite often and ive never really had problems with Premier inn... only once when they forgot a wake up call but i guess i should have set my alarm.

you have to remember they sleep thousands of people every night up and down the country so its bound to go wrong once or twice

pollypenny

I can thoroughly recommend the Premier In at Ashford, Kent.

We have stayed there a few times, but recently we had a major problem in the family and the staff there were the shining light which bucked our spirits up from a low point point.

shaun_from_Africa

you have to remember they sleep thousands of people every night up and down the country so its bound to go wrong once or twice

That may well be true, but it's no consolation to the person who it went wrong for.

Here's a question for all the people who think it's not a common occurance for Premier inns to have a problem.

If on your first visit to a nice restaurant, both you and your partner ended up with a bad case of food poisoning or diarrhea, would you honestly want to go back there again or would you recommend the restaurant to friends or relatives?
If not, why not? After all, they well have served many thousands of other meals in the past, all very nice and none of which caused any problems and it was just unlucky that you were the one to get ill as it's bound to happen once or twice.

The problem is that people can only form an opinion based on their experiences, and if their first and only experience was a bad one, that is the only fact they have to take into account.

Jeff_Bridges_hair

shaun_from_Africa wrote: »

That may well be true, but it's no consolation to the person who it went wrong for.

Here's a question for all the people who think it's not a common occurance for Premier inns to have a problem.

If on your first visit nice restaurant both you and your partner ended up with a bad case of food poisoning or diarrhea, would you want to go back there again?
If not, why not? After all, they well have served many thousands of other meals in the past, all very nice and none of which caused any problems and it was just unlucky that you were the one to get ill as it's bound to happen once or twice.

The problem is that people can only form an opinion based on their experiences, and if their first and only experience was a bad one, that is the only fact they have to take into account.

If that had happened to me then yeh i would be angry.. But i would probably go back there again - why not. Loads of people have gone back to the Fat Duck since that reopened after its health scare so why not?

Yes its not nice when something happens but things do go wrong. I understand this. I give people/companies the benefit of doubt - especially if they have been trading for years.

If you don't want to go back there Shaun - that's fine, that's your perogative but i will and am doing so again this weekend.