Premier Inn complaint help needed

chezachuck · 10 July 2012 at 7:43PM

I sent an email on the 1st July complaining about the awful service both mself and my family received from one of the Premier Inn hotels and as yet i have had no response at all. I work in customer service so know that there are certain standards on how quickly a complaint is responded to and cleary having no response in over 1 week is not acceptable.

I sent my email to an email address that was supplied by the customer service telephone team and it was guest.relations@premierinn.co.uk.

Where can i go to know if this chase email is also ignored?

Many thanks

VfM4meplse · 10 July 2012 at 7:46PM

Presumably there was no automatic acknowledgement detailing the process?

chezachuck · 10 July 2012 at 7:57PM

No there wasnt any reply at all. Makes me wonder if they gave me the correct email address in the first place.

mynameistallulah · 10 July 2012 at 7:59PM

Would it not have been quicker just to call and confirm the email address?

epsilondraconis · 10 July 2012 at 8:03PM

I've just done a Google search for that address and it appears it is .com and not .co.uk. See point 10 on the following link:

http://www.premierinn.com/en/terms/tv-ad-competition-terms.html

chezachuck · 10 July 2012 at 8:08PM

Just checked my email and I did send it to premierinn.com and not co.uk.

Giving them a ring now but not holding out much hope. Wish me luck.

chezachuck · 10 July 2012 at 8:21PM

Just rung them and as expected useless!!! They have confirmed the email address is correct but told me that i should ring them as well as email as they dont always respond!!!!!! i asked what their service charter was on response to complaints and he said he didnt have a clue. Have got the phone number now though for guest relations.

lijaloo · 10 July 2012 at 9:50PM

Try [EMAIL="welisten@premierinn.com"]welisten@premierinn.com[/EMAIL]. I got a satisfactory response when I used that email address.

lijaloo · 10 July 2012 at 9:52PM

I should have added that I put a message on their facebook page and outlining what had happened and someone from premier inn responded telling me to write to that email address.