Premier Inn Good Night Sleep Guarantee?!

Undervalued

Pollycat wrote: »

We don't know at what point during the 4 day stay the complaint was made, how it was phrased and we don't know what response Premier Inn gave.
Did they dismiss the complaint?
Did they offer another room that the OP rejected?
What?

Exactly.

OK they make this rather gimmicky offer and it seems they happily honour it after a single night (although no doubt it is abused). However for a longer stay it is not unreasonable that they be given an opportunity to rectify the problem.

If the OP complained after night one and they did nothing then that is one thing but I wouldn't blame the hotel for rejecting a complaint for four nights that was only made at the end of the stay.

Mr_Singleton

-Cheryl- wrote: »

I had 4 nights away so do u get the full nights away refund?

Have spent most of the day in finance meetings..... I thank God that I have nothing to do with retail/customers.

Better stop here before I say something nasty.

elsien

You may claim a refund of your room charge for each night that you do not have a great night's sleep at a Premier Inn subject to the following:

Process for making a claim

Claims must be made within 7 days of the end of the stay to which your claim relates.

To make a claim you should raise your complaint with the team at the hotel who will advise you of the process. If you did not raise your complaint at the hotel or were unable to do so, you must contact us through our web form. If your room was booked as part of a group booking, the person who made the booking on behalf of the group must make the claim. If you room was booked through a tour operator, you must make your claim to the tour operator.

You will need to provide details of the Premier Inn hotel in which you stayed, the dates of your stay, the nights for which you wish to claim a refund and the reason(s) why you did not have a great night's sleep on each of those nights.

Refunds will be made to the card you used when you paid for your room and are usually processed within 7 days. You will be asked to confirm receipt of your refund.

Exclusions
Our Good Night Guarantee does not apply where you do not have a great night's sleep due to circumstances that are beyond our reasonable control as hoteliers such as extreme weather conditions, fire, flood, lightning, earthquake, explosion, terrorism, war, civil disorder, epidemics, embargoes, labour disputes and power cuts.
You may not claim under our Good Night Guarantee if you have breached the terms and conditions applying to your booking for example by causing damage to our or to other guests property or by being abusive to our staff or to other guests during your stay.
We reserve the right to reject claims made by individuals who are abusing the Good Night Guarantee by making excessive claims.If an individual or any of the guests within their booking claims a refund for more than 50% of their stay on more than two occasions in any 12 month period, such claims will be deemed excessive save where we are satisfied that there is a good reason for the claims.

Please note that the Good Night Guarantee only applies to Premier Inn hotels and does not apply to stays at hub by Premier Inn.



Have you complained within the timescales?

-Cheryl-

I did complain 2 days after our holiday as had no internet till then. Our bed was lumpy and u could feel the springs thru the mattress etc. We told the receptionist who said to try the sofa bed which too was the same. Which I got the ladys name now aghhh!

Been to Preimer Inn before and was ok then but not this hotel. Gutting. But they are clearly ignoreing my messages. Has anyone in the last 2 months had a refund from PI?

photome

I asked in my first reply what etc meant, you have now used etc again


if you are complaining stick to the facts..etc doesnt mean anything.


I also asked if you complained after first night and did you ask to move rooms, ask for a different mattress or ask for different pillows.


If after the second night you had no sleep what did they say on the third morning


no way would I have accepted sleeping on the sofa bed

hpuse

Empathise with you and the ordeal you've had to go through.

You cannot give 'proof' for the magnitude of suffering to anyone here scanning and questioning your phonics/lexicography used while writing the first posts.

so, I would strongly suggest the following:

a) wait for 14 days for the PI customer service to reply
b) If there is no reply, write to the customer service that your expectation is a compensation either as cash, vouchers or refund(for e.g. if you've paid £150, expect a 50% compensation since you have stayed all 4 days).
c) wait for another 7 days for replying

Hope this helps.

-Cheryl- wrote: »

Hi

Had a 4 day mini break with my bf and we had a bad time in our hotel. The bed was horrible, pillows etc!!! Came home and told my family who were too disappointed for us and said they we could ask for the:

Premier Inn Good Night Sleep Guarantee REFUND.

I never knew they even had one lol. Staff never mentioned this when we complained at the desk.
So I filled the online form out when I returned home and still waiting for someone to get back to me (been nearly 2 weeks now).

Has anyone got their money back on these? I had 4 nights away so do u get the full nights away refund?

Thank u in advance for ur help :j

SevenOfNine

We got a refund not long ago, when Premier Inn at Gatwick had the stay/fly deals. There was an elephant in the room above ours, clumping back & forth relentlessly in the middle of the night.

I rang reception after tolerating it for about 40 minutes. I said either they tell them to stop it or I'd go up & do it myself. I did hear someone outside our room soon after, so I think they had come up to the corridor outside to check if there was disruptive noise coming from above.

Though I did not hear conversation above us after that, the clump, clump, clump, did quieten down somewhat (perhaps they just took their shoes off).

In the morning I mentioned it again to reception & they immediately gave me a small card with the web address on. When we got back from our trip I complained & they refunded £60. Bit difficult to work out if that was fair as the initial cost included a week of parking, but we were more than satisfied regardless.

If you complained to reception after the first night, I would expect them to try to change your room. If that was impossible then I'd expect you to be given a full, 4 days refund in due course.

-Cheryl-

hpuse wrote: »

Empathise with you and the ordeal you've had to go through.

You cannot give 'proof' for the magnitude of suffering to anyone here scanning and questioning your phonics/lexicography used while writing the first posts.

so, I would strongly suggest the following:

a) wait for 14 days for the PI customer service to reply
b) If there is no reply, write to the customer service that your expectation is a compensation either as cash, vouchers or refund(for e.g. if you've paid £150, expect a 50% compensation since you have stayed all 4 days).
c) wait for another 7 days for replying

Hope this helps.

thank u

Mr_Singleton

hpuse wrote: »

Empathise with you and the ordeal you've had to go through.

You cannot give 'proof' for the magnitude of suffering

'Ordeal'??? 'Suffering???

What planet are you on???

photome

Mr_Singleton wrote: »

'Ordeal'??? 'Suffering???

What planet are you on???

Its the only post that gets thanks from the OP despite most trying to help , def a mad world