Premier Inn Good Night Guarantee

user1977

Sicard said:

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.

To be fair, check-in time is (currently) 3pm.

mattyprice4004

I had to claim recently, and they made it as difficult as possible - our reasons were also good (room not ready until 8pm on day of check in, no hot water, room an absolute state with mould in corners etc) and Head Office just didn't care and did nothing to resolve the issue. 

In the end I emailed the CEO of the Whitbread group and someone from the Executive support team called me back - alison.brittain@whitbread.com

Good luck! 

born_again

lisyloo said:

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.

No chargeback as OP stayed the night. \so received what they paid for.
S75 no breech of T/C as Op failed to inform staff while staying there.

lisyloo

Ok, thanks.
yes I think it’s a good idea to let people know the issue when you’re there to give them the chance to put it right.

ThumbRemote

born_again said:

lisyloo said:

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.

No chargeback as OP stayed the night. \so received what they paid for.
S75 no breech of T/C as Op failed to inform staff while staying there.

The terms say you can contact them afterwards via their web form. 

"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."

LaHostessAvecLaMostess

ThumbRemote said:

born_again said:

lisyloo said:

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.

No chargeback as OP stayed the night. \so received what they paid for.
S75 no breech of T/C as Op failed to inform staff while staying there.

The terms say you can contact them afterwards via their web form. 

"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."

Although presumably there is no evidence of this or they'd have used it to counteract Premier Inn's assertion that no complaint was filed.

Sicard

user1977 said:

Sicard said:

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.

To be fair, check-in time is (currently) 3pm.

My bad for not explaining I'd stayed for 3 days prior to that time.

MouldyOldDough

I too stayed at a Premier Inn for 2 nights last week and it was a very good, clean and well run hotel - however one or two things concerned me

1. Despite being an accessible room (I have mobility problems) - the toilet bowl was a normal height bowl just with added grab handles

2. This is potentially extremely important - a FIREDOOR in the main corridor opens the wrong way - ie) It should allow unrestricted access to allow people to escape in the event of a fire -  it doesn't - you have to pull the door towards you to get out !!

I was in a wheelchair and struggled to get through the door

What bothers me is that the hotel is at least 20 years old and clearly, nobody has done anything about this violation in that time???

eskbanker

MouldyOldDough said:

I too stayed at a Premier Inn for 2 nights last week and it was a very good, clean and well run hotel - however one or two things concerned me

1. Despite being an accessible room (I have mobility problems) - the toilet bowl was a normal height bowl just with added grab handles

2. This is potentially extremely important - a FIREDOOR in the main corridor opens the wrong way - ie) It should allow unrestricted access to allow people to escape in the event of a fire -  it doesn't - you have to pull the door towards you to get out !!

I was in a wheelchair and struggled to get through the door

What bothers me is that the hotel is at least 20 years old and clearly, nobody has done anything about this violation in that time???

What have they said in response to your complaint/claim?

Aylesbury_Duck

MouldyOldDough said:

I too stayed at a Premier Inn for 2 nights last week and it was a very good, clean and well run hotel - however one or two things concerned me

1. Despite being an accessible room (I have mobility problems) - the toilet bowl was a normal height bowl just with added grab handles

2. This is potentially extremely important - a FIREDOOR in the main corridor opens the wrong way - ie) It should allow unrestricted access to allow people to escape in the event of a fire -  it doesn't - you have to pull the door towards you to get out !!

I was in a wheelchair and struggled to get through the door

What bothers me is that the hotel is at least 20 years old and clearly, nobody has done anything about this violation in that time???

First step is to speak to them, pointing these things out.  If you have done so, what was their response?

The first one is perhaps a little subjective.  How do they define "accessible"?  Do they guarantee a room built to the current building regulations (for new buildings) relating to accessibility, or is it a descriptive term relating to the fact that it's on the ground floor, has doorways that are wide enough for a wheelchair, etc?  Your point about the toilet will be relevant to the former, but not necessarily to the latter.

The second one is also potentially subjective.  The door to the hotel room itself will be a fire door and will also open inwards.  A fire door describes a door rated to withstand heat/smoke/fire for a minimum period of time.  It's different to a final exit fire door.  Where is the door you describe?  Partway through a corridor that might have a fire exit at either end, perhaps?