Premier inn good night sleep "guarantee"

shopaholic2

Soooooo, anyone know how to actually get a refund from them?
Stayed in a premier inn last week, 3 nights.
When we arrived we were asked if we were aware of the good nights sleep guarantee, yes we were.
So, bed was ROCK hard, next day hubby told reception, " there's nothing we can do about the mattress"
End of.
When we get home we email customer services and tell them we didn't sleep much as mattress was too hard, and there was an insomniac in the room above with very creaky floors.
I accept there's nothing they can do about the insomniac, but why guarantee a good nights sleep, and how,exactly, do you prove you've not had one? Other than complaining &hearing nothing.
We have also filled in the customer satisfaction email, and told them that, again,the mattress was far too hard,but again we have heard nothing.

I don't expect them to just give us our money back without a fight, but honestly. I am again loss as to how they can guarantee anything, offering money back, and then just ignore it!

Has anyone ever actually got their money back from premier inn??

Tom_Jones

The good night guarantee, is for undisturbed sleep i.e no yobs waking you up, fire alarm etc. I have claimed for a false fire alarm at 1am and was refunded no problem.

shopaholic2

Aaaaaahh, so we COULD claim for the walking insomniac directly above us then??

Jeff_Bridges_hair

shopaholic2 wrote: »

Aaaaaahh, so we COULD claim for the walking insomniac directly above us then??

Only if they were aware of the problem and made a log of it at the time. Did you inform them of this whilst you were in the Hotel at the time it occured?

nearlyrich

You have to tell them at the time what the issue is ie ring the 24 hour reception so they can deal with the problem.

I had a refund when a school party were running round the corridors at silly o'clock screaming and banging on doors and again when a classy woman on her hen do was shouting all night, "it's my F***ing hen do if I want to make a noise I will" nice. Not really any benefit to me because work were paying.

The mattresses are perfect for me, I hate saggy beds but they use the same mattresses everywhere so maybe book somewhere else next time.

Forwandert

It would be easier to claim the full refund if the following happened.

First night discovered mattress was to hard and insomniac above and complained if nothing changed..

Second night stayed somewhere else and claimed a refund.

If the problems where so bad you wouldn't continue to use the service then expect a refund.

SUESMITH_2

i got our money back, our room was so hot sleep was impossible, i mentioned it next morning and they just shrugged and offered a free breakfast which was no use to us as we needed a quick get away for a ferry; when i got back i just emailed head office to say we hadn't slept well. got no acknowledgement at all but the money just got credited into my account

if your bed was so uncomfy you should be able to get your money back for that

mrs_sparrow

We got our money back to. We stayed in the winter and the heater thermostat clicked in about every 15 minutes and then bang, bang, bang, bang until the metal got up to temperature. And just as we was dropping off to sleep it started again.

I did not call reception to be honest, I was just like a zombie, exhausted and tired and wanted to sleep, it kept the kids awake as well and it was just a constant thing. I have no idea why I did not turn it off, my son was sick in the night so was distracted by that, but it was winter so cold anyway so we did need the heater.

I bought it up the next morning and the receptionist just said 'Ill make a note of it and get someone to look at it'.

When I got home I emailed and said that there was a problem and they must have checked but there was no communication from them at all until about 4 weeks later when I received a receipt in the mail. No apology, no explanation, nothing, just a receipt - it took a while to realise that it was a refund.

I don't think I'd stay at a PI again to be honest.

vickynleon

we went to legoland a few weeks back and stayed at premier inn, our room was right next to the stairs so all we heard was banging, also room was boiling couldnt cool it down so tried aircon but it didnt work so i was awake all night and being heavily pregnant i was really burning up and thought my blood pressure was up 2am i was in the bathroom throwing cold water on myself trying to calm down.

i didnt complain at anytime because my son was sleeping peacefully so didnt want anyone coming in and waking him as we had a long journey home next day and didnt want him to be grumpy, upon checking out the lady on reception said was everything ok with your room and i just said the aircon wasnt working and the room was boiling and without anymore questions she said ok because we guarantee a good night sleep we will refund you for the night, i didnt even ask for my money back but i genuinly was up all night so i didnt refuse.

absolutely fab service and they were really helpful.

Mrs_Ryan

We got refunded because there was no-one on reception at check out time (me and mate are both ex Premier Inn staff and this is a massive no-no, especially in a big hotel as we were in) mate needed a taxi and she waited so long for someone to show she missed her train. They didnt have to refund us but did.
Only other time we claimed was in Edinburgh when there were gale force winds and the window catch was broken so it didnt shut and banged all night. I rang and complained but they said they were full and there wasnt anyone to come and look at it.
I complained next morning that it had even kept OH, who uses sleeping tablets because of his disability and could usually sleep through anything, awake and we got refunded no problem at all.

shopaholic2

Thank you all for your stories....we will wait & see if they act on our complaint.
To the poster who said don't stay there more than one night then, we had paid for 3, our son was admitted to hospital whilst we were up there ( dundee) and so we literally used the room to fall into at about 11pm and fall out of at 7am.
My oh can usually sleep anywhere he's that tired, but he struggles on that mattress.
Not premier inns fault, but our stress level went up with our son being in hospital, and a nice comfy bed would have helped!!