Premier Inn & Distance Selling Regulations

Clare_Vickery

I just wanted to vent as Premier Inn aren't acting according to UK Distance Selling Regulations!

Acccording to UK law, for purchases over the internet:
The Consumer Protection (Distance Selling) Regulations 2000 give me seven working days starting the day after the day I entered into the contract to cancel.

Based on Which? example letter here. And other Which? guidance on their website...see their website (can't include the link sorry)

But according to Premier Inn today, I have 24 hours within which to cancel. And - when I pointed out that I had emailed within 24 hours to cancel - this only applies if I include the booking reference at the time I contact. If I didn't include it they consider I have no right to cancel and get the money back.


They are, "as a goodwill gesture", giving me my money back.

But I find it outrageous that they are ignoring the law in this area!

halibut2209

Sorry, but they are correct

Contracts to which only part of the DSRs apply (Regulation 6)

2.20 The requirements to provide pre-contractual information, written and
additional information, the right to cancel and the obligation on the
supplier to carry out the contract within a maximum of 30 days do not
apply to the following types of contract.

- Contracts for the supply of food, drinks or other goods for everyday
consumption delivered to the consumer’s home or workplace by
regular roundsmen, for example milkmen. In our view this
exemption does not apply to home deliveries by supermarkets or
other home delivery grocery businesses. However, in relation to
the right to cancel, such businesses can often rely on some of the
exceptions listed under paragraph 3.38.

- Contracts to provide accommodation, transport, catering or leisure
services (for example hotel accommodation; plane, train, or concert
tickets; car hire;10 or sporting events) where you agree to provide
the service on a specific date or within a specific period. However,
long-term residential hotel accommodation agreed under a distance
contract may be considered to be rented accommodation and
therefore subject to the DSRs.

arcon5

Actually, I don't think it does apply

http://www.oft.gov.uk/shared_oft/bus...ral/oft698.pdf

2.20 "Contracts to provide accommodation, transport, catering or leisure
services (for example hotel accommodation; plane, train, or concert
tickets; car hire;10 or sporting events) where you agree to provide
the service on a specific date or within a specific period."

wealdroam

Clare_Vickery wrote: »

...I find it outrageous that they are ignoring the law in this area!

And I find it outrageous that you are wrongly accusing them of ignoring the law in this area.

As mentioned above, that part of the DSRs do not apply to your purchase.

:beer:

somethingcorporate

A small amount of (incorrect) knowledge is a dangerous thing!!

halibut2209

Out of interest, where it states that you have 24 hours to cancel, does it say you have to include the booking number?

BillTrac

with Premier you have up until 1300 on the first day to cancel. Or is the OP talking about the £29 offers which I haven't used?

agrinnall

The cancellation T&C's from the PremierInn website are copied below. As previously stated flexible bookings may be cancelled up to 1pm on the day of arrival. Saver bookings cannot be cancelled at all. There are no type of booking that I can see that can be cancelled only within 24 hours of booking (unless of course you make a flexible booking at 1pm on the day before you arrive).

Cancellation of a room reservation must be made before 1pm on the arrival date unless stated otherwise on your booking terms and conditions.

If you cancel a room reservation before 1pm on the day of arrival and have paid for the room in advance by debit/credit card, a full refund will be processed to the same debit/credit card normally before 9am the next day.
A cancellation reference will be given and must be retained as proof of cancellation.

If you cancel a room reservation after 1pm on the arrival date and have not already paid for the room in advance you will be charged for one night's accommodation per room booked.

A cancellation reference will be given and must be retained as proof of cancellation.
The customer will be issued with a receipt for this charge.
The payment will normally be processed before 9am the next day.

Failure of the customer to cancel before 1pm on the day of the arrival gives Premier Inn the right to charge for one night’s accommodation and for the customer to not take up the accommodation per room booked as a ‘No Show’.
The client will be issued with a receipt for this charge.
The payment will normally be processed before 9am the next day.

If you decide to shorten your stay you must inform us by 12pm on the day otherwise you will be charged the cost of one night’s accommodation per room booked.

Bookings made after 1pm on the day of arrival are non-refundable, and are subject to the standard cancellation terms.

Premier Saver
No cancellations, amendments or refunds can be made. Offer is available at selected Premier Inns only and is subject to availability. Please check alternative dates if your selected date is not available.

the_insider

Clare_Vickery wrote: »

...they consider I have no right to cancel and get the money back.


They are, "as a goodwill gesture", giving me my money back.

But I find it outrageous that they are ignoring the law in this area!

So what are you wanting them to do? You've got your money back, you haven't lost out and your accusation was incorrect in the first place. What are you hoping for?

arcon5

the_insider wrote: »

So what are you wanting them to do? You've got your money back, you haven't lost out and your accusation was incorrect in the first place. What are you hoping for?

A big hug perhaps? Unfortunately when you come here all you get is a slap in the face

the_insider

No slap, merely trying to determine what level of compensation the OP thinks is appropriate so that we can give some appropriate advice on how to go about it! :money: