Premier Inn Good Night Guarantee

atarisrocks

I stayed in a Premier Inn back in September and had an awful night sleep because the door did not fit the frame leaving in some places near 6mm gap which resulted in light being bled into the room from the hallway lighting the room up and making it very hard to sleep so I tried to claim through their good night guarantee

 There were other issues such as a dirty bathroom,  the top sheet had a rip on them, and the room filled with the smell of sewage when the toilet flushed but I did raise this as part of the claim but made customer service aware of the issues.

 I raised the complaint via their webform the day I left as I found it hard to find a member of staff and I was told the hotel was fully booked when I checked in so we had been giving the last room which was an accessibility room so I felt they could not do much as there was no rooms to move us to.

 After 40 days I chased the complaint via email and social media and was told various reasons why they will not investigate my claim over several emails with a new reason why when I pointed out how was within their terms and conditions.

 

• They stated I did not claim it in the 7 days which I was able to show them it was raised on the day of check out.

 

• I was told I did not raise it at the hotel, but their terms and conditions state I can raise it within 7 days using their web form which is the procedure I used.

 

• They stated I breached their T&C but would not state how when I requested

 

• They stated the issue was covid related but I pointed out the fact the room was not clean, and sheets were damaged is not the reason for my complaint

 

• They stated the issue was out of the hotel’s control, but the hotel could have installed smoke guards, drafters or sweeps which would also make the door more fire compliant

 

I asked if they had a alternative dispute resolution scheme which they do not and they refused to allow me to take this to a higher employee and have informed me they will not be corresponding further and consider this case closed

 I spoke to citizen advice who recommended I raise it with action fraud, but I don’t really know how this would help and my bank said only premier inn can raise the refund.

 I feel I have done all that has been expected of me in relation to the T&C and feel they have not honoured their guarantee but I do not know where to go with this as I am just been roadblocked by their customer service team.

atarisrocks

12. Good Night Guarantee

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 your 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 (i) circumstances arising from the lack of a facility at a hotel where that facility was not included in the facility set of the hotel displayed or communicated to you when you made your booking (for example, due to hot weather and a lack of air conditioning, you did not have a great night’s sleep, but air conditioning was not listed as a facility at that hotel in the booking process – so please carefully check the facilities at your hotel when booking); or (ii) circumstances that are beyond our reasonable control as hoteliers such as extreme weather conditions, fire, fire alarms, flood, lightning, earthquake, explosion, terrorism, war, civil disorder, epidemics, embargoes, labour disputes power cuts, third party building works, internal hotel noise (which you have not reported and provided us with a reasonable period to rectify and it was safe for you to report it), and/or external noise arising due to the location of the hotel including but not limited to airport noise (for airport hotels).

Our Good Night Guarantee does not apply to any food and beverage issues you encounter.

Our Good Night Guarantee does not apply to issues you encounter with (i) restricted service provision due to COVID-19 measures (for example reduced check in and house keeping services) and/or (ii) the implementation and/or enforcement by us of other COVID-19 measures whether that be measures specifically required by Government or additional measures implemented by us. 

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 guest’s property or by being abusive to our staff or to other guests during your stay or during your contact with Whitbread.

We reserve the right to reject claims made by individuals who are abusing the Good Night Guarantee by making excessive claims, or make a claim in bad faith/dishonestly. 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.

JJ_Egan

What are you actually looking for ??

Zinger549

I assume they want a refund of the room cost

Ergates

"They stated the issue was out of the hotel’s control" 

The hotel's doors are out of the hotel's control?   That's a little worrying...

ssparks2003

I would have thought being fire doors the frame would have fitted the door and stopped the light getting in the room, then again I would have also thought the posters eyelids could have done the same. It appears neither are capable 

Alderbank

ssparks2003 said:

I would have thought being fire doors the frame would have fitted the door and stopped the light getting in the room...

That's not how fire doors work. 
A fire door needs to close smoothly and positively and must also seal to the frame in the event of a fire. In the real world that slight gap of a few mm is there to allow the door to close consistently without sticking or jamming. One of the features of a fire door is an intumescent strip running round the frame or the edge of the door. In the event of fire this strip expands to seal the gap, but in normal times the gap exists to allow the door to close smoothly.

I can't comment on the eyelids...

Thrugelmir

6mm is a sizable gap. What did you use to measure the gap with?  Perhaps Premier are regarding this as an exaggerated claim. 

atarisrocks

I am aware the door would not be flush but the gap was sizable.

The recommendation for fire doors is roughly 2-3mm but should be no more than 4mm this was about 6mm as you could fit the width of  2 x £1 coin. in the gap.

lisyloo

How did you pay? If by credit card - can you state whether visa/MasterCard/Amex.
I’d be doing a chargeback or section 75 claim.

Sicard

I've stayed at their hotels and found them to be very good, although when they're fully booked they don't appear to have a reserve staff of chambermaids. I once had to wait until 3pm to have my room cleaned. I think it's down to how efficient the manager is. If you had to stay in a last-resort room you should have been informed beforehand. I'd escalate your complaint to a higher level.