Premier Inn Good Night Guarantee

jnsdion

I complained about my stay at Premier inn, there was a loud fan noise in the room above that was being renovated probably drying plasterboard.  We complained to the staff who could no nothing as the hotel was full.  So we had to live with that noise.  The staff member admitted they could hear the noise and basically said not much I can do.

In the morning after I went out, my wife stayed in and there was horrendous drilling noises from above, again they could do nothing.

Do after complaining to Premier Inn, there responded saying they would not refund me, reason is below, Christmas we had an issue with their hotel in Birmingham where the condensation off the window leaked onto my laptop bag that was under the window.

Not sure where I stand with this company as 

Message from Premier inn guest relations.  Makes me so angry that these companies provide sub standard rooms yet can't live to their good night guarantee promise.

Firstly, thanks so much for taking the time to get in touch to share the experience of your stay at our Warrington Central North hotel. We’re so sorry to hear your experience fell short of your expectations on this occasion.

 

We deeply apologise that your stay was disturbed due to noise from the bathroom fan and renovation work. 

 

Having looked into your case further and the details provided during the phone call with my colleague, we can confirm that due to the number of refunds processed already under our good night guarantee, we will not be processing any refunds on this occasion.

 

Please be assured, this decision has been reviewed by the management team who believe this is the correct resolution on this occasion.

Thanks again for taking the time out to give us feedback.

Looking forward to seeing you again soon.   

 

Kind regards,

Courtney
Guest Relations Advisor

JJG

jnsdion said:

I complained about my stay at Premier inn, there was a loud fan noise in the room above that was being renovated probably drying plasterboard.  We complained to the staff who could no nothing as the hotel was full.  So we had to live with that noise.  The staff member admitted they could hear the noise and basically said not much I can do.

In the morning after I went out, my wife stayed in and there was horrendous drilling noises from above, again they could do nothing.

Do after complaining to Premier Inn, there responded saying they would not refund me, reason is below, Christmas we had an issue with their hotel in Birmingham where the condensation off the window leaked onto my laptop bag that was under the window.

Not sure where I stand with this company as 

Message from Premier inn guest relations.  Makes me so angry that these companies provide sub standard rooms yet can't live to their good night guarantee promise.

Firstly, thanks so much for taking the time to get in touch to share the experience of your stay at our Warrington Central North hotel. We’re so sorry to hear your experience fell short of your expectations on this occasion.

 

We deeply apologise that your stay was disturbed due to noise from the bathroom fan and renovation work. 

 

Having looked into your case further and the details provided during the phone call with my colleague, we can confirm that due to the number of refunds processed already under our good night guarantee, we will not be processing any refunds on this occasion.

 

Please be assured, this decision has been reviewed by the management team who believe this is the correct resolution on this occasion.

Thanks again for taking the time out to give us feedback.

Looking forward to seeing you again soon.   

 

Kind regards,

Courtney
Guest Relations Advisor

How many refunds have you had under the good night guarantee?

the_lunatic_is_in_my_head

Terms state

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.

However that clause begins with:

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. 

and it seems very poor to suggest "abuse" in situations where their service is excessively below par. 

For the cost of a stamp try a letter before action OP, they might pay out. 

Aylesbury_Duck

How many times have you claimed on the guarantee, and when?  Was the damp laptop bag a different claim, or was that subject to their guarantee as well?

It looks as if they regard you as more trouble than you're worth, which is their prerogative.  If it makes you so angry that these companies provide sub standard rooms, the obvious question is: Why do you keep staying with them?