Premier inn check in time disagreement

J_B

powerful_Rogue said:

hollydays said:

Does the op say her son is disabled?

Post 4

If only we could have numbered posts! 

Manxman_in_exile

J_B said:

powerful_Rogue said:

hollydays said:

Does the op say her son is disabled?

Post 4

If only we could have numbered posts! 

I frequent another forum which does not number posts and I've always thought how !!!!!! that was.

Now we have a new (and presumably improved MSE forum) and posts are not numbered...

Surely that is a basic requirement for a forum intending to provide advice and where posters may want conveniently to reference other posts?

EDIT:  Ah!  but we can take a word that you can hear at lunchtime on BBC Radio 4 and replace it with "!!!!!".

!!!!!!!!!!!!!!!!!!

Manxman_in_exile

CardinalWolsey said:

We don't know if the OP required an adapted room or not. If they did, this restricts the number of rooms available to them - not every room at a PI is an adapted room. The OP is therefore very much dependent upon the time that the previous occupant checked-out of the room - who knows, perhaps the previous occupant needed additional time to vacate because of their disability, and this was granted by PI. Whilst the local service could have been handled better, I would have expected someone such as the OP to have communicated with the hotel prior to arrival, and to not have been rebuffed quite so easily.

This is the very point I tried to make probably rather badly in my first post on this thread.  Based on what the OP originally quoted from the PI website (not on what others have subsequently quoted) I would not neccessarily have expected my room to be ready at 2pm.  In fact I never rely on rooms to be ready when they say they will be.

If I had a disabled family member and required a room adapted for a disabled occupant, I'd make sure this was emphasised in the booking.

If the OP did do this, than the more valid any complaint is.  If not, I don't think it's so clear.

jackie151

McKneff said:

Did they tell you to come back 2 hours later or did you just go away and entertain yourselves for 2 hours. In which case your room may have been ready 10 minutes after 2pm. 
Personally, i think you are nit picking, think yourself lucky you spent 2 precious hours one on one with your son. 

We waited in the lobby for 2 hours

photome

jackie151 said:

McKneff said:

Did they tell you to come back 2 hours later or did you just go away and entertain yourselves for 2 hours. In which case your room may have been ready 10 minutes after 2pm. 
Personally, i think you are nit picking, think yourself lucky you spent 2 precious hours one on one with your son. 

We waited in the lobby for 2 hours

what have head office said re your complaint

jackie151

DCFC79 said:

Any news OP ?
Hi, sorry I have been working so lost the thread.  I have composed a letter. I have the head office address. Have been trying to get specific name to send to. Whilst searching for a name I came across a page where people post premier inn complaints and they all have had no reply to letters and emails. I will send anyway. I will let you know if I get anywhere. I contacted the feedback team for premier inn and they just said they would pass my feedback on. 

jackie151

CardinalWolsey said:

We don't know if the OP required an adapted room or not. If they did, this restricts the number of rooms available to them - not every room at a PI is an adapted room. The OP is therefore very much dependent upon the time that the previous occupant checked-out of the room - who knows, perhaps the previous occupant needed additional time to vacate because of their disability, and this was granted by PI. Whilst the local service could have been handled better, I would have expected someone such as the OP to have communicated with the hotel prior to arrival, and to not have been rebuffed quite so easily.

No special room requested as son more mentally disabled.

davidmcn

jackie151 said:

DCFC79 said:

Any news OP ?

Hi, sorry I have been working so lost the thread.  I have composed a letter. I have the head office address. Have been trying to get specific name to send to. Whilst searching for a name I came across a page where people post premier inn complaints and they all have had no reply to letters and emails. I will send anyway. I will let you know if I get anywhere. I contacted the feedback team for premier inn and they just said they would pass my feedback on. 

guest.relations@premierinn.com worked fine for me, though that was a while ago.

jackie151

Below is the email that I received yesterday from Premier Inn.  I am pleased that they have admitted that a 2 hour wait to check in is unacceptable and feel that the £20 partial refund is a nice gesture.  I believe that my feedback has been taken seriously and I wanted to thank you all for your advice.

 

Thank you for contacting us to share the experience of your stay at our  hotel. It’s very important to Premier Inn that you enjoy your time with us and so firstly please accept my apologies that your check in experience did not meet your expectations on this visit.

 I am sorry to hear that you and your son had to wait an excessive time before you could be checked into your room. It is always our intention that we check in guest in a timely manner, guests can also check in on line. However, the team, will need to cut your room key and ensure your room has been completed by the house keeping team for your comfort.

 It is disappointing to hear that the team member who you spoke to was the Duty Manager, however you have advised me that he offered you no explanation for this delay. I can assure you this is not the standard of service we aim to provide to you or your son when staying with us. Our team our fully trained to provide our guests with a professional courtesy and the matter will be looked into.

 Your feedback is valuable to us. It has been shared with the hotel team and their management, so that they can make sure our future guests have a great stay. We also use all the feedback that our guests share with us to invest in constantly improving our service and meet our dedication to be the most loved hotels.

 I can advise you further that our check in time is from 2.00pm as we cannot guarantee that there will not be any unforeseen reason of delays, however we appreciate 2 hours is not acceptable. Therefore, because we value your custom and as a gesture of good will, I have arranged for £20.00 to be refunded to you. We’ll credit this back to the card you used to pay – it should reach your account in the next 3–5 working days. We’ve also emailed you a credit invoice

 Thanks again for taking the time to let us know about your stay with us, I do hope that we can welcome you back to Premier Inn very soon.

Kind regards,

DoaM

A fair outcome.

However they've still not grasped the ambiguity of the term from. To the average consumer it would be interpreted as no earlier than, but anytime from then the consumer can check-in. So if the consumer turns up at 2pm the room should be ready.