Free parking at Premier Inn - still got PCN

6am

We stayed at Premier Inn for two days. At this hotel the parking is advertised as free. During checkin we were asked to write down our car registration number which we did. A week later, we got a parking charge from Horizon Parking for the second day of our stay. It seems the hotel only registered our car for one day instead of two.

We contacted the hotel, and they said they would ask Horizon Parking to cancel the charge. Nothing has changed so we contacted them the second time, they promised to send an urgent email, but nothing has changed again. The parking ticket still shows as outstanding on Horizon Parking’s website.

I don’t want to waste time appealing or providing evidence because this was the hotel’s mistake. As the owners of the car park, they should be able to get the charge removed. It’s frustrating that nothing has been done yet. I’ve never had problems with Premier Inn before, so I don’t understand why they can’t make sure Horizon Parking fixes this.

I'm having trouble escalating this issue since I can't find any information about the process. Does anyone know how to escalate a complaint at Premier Inn?

What should I do next?

Grizebeck

Give it time.
Ps where does it say the word fine

Coupon-mad

You could just bung in part or all of the template appeal plus the words:

Premier Inn cancelled this PCN when we complained. Kindly confirm and apologise for this harassment of us as paying guests of the hotel.  Hope you are proud of ruining businesses' reputations as well as consumers' peace of mind.

GavHTFC

What ever came of this one @6am? Since my own case I've been working on holding Premier Inn accountable for actually providing what they say they're going to provide i.e. free parking.

6am

We had our ticket cancelled two weeks later, but the next day Horizon Parking issued another ticket for the first day of our stay. It might seem intentional, but it’s probably just incompetence. We had to go through the process again, and a couple of weeks later, the second ticket was cancelled as well. I found Horizon Parking to be very inefficient, creating unnecessary work for everyone. I never contacted Horizon Parking directly or appealed. I just contacted Premier Inn to sort it out.

On the downside, it seems Premier Inn doesn’t have a clear escalation process. I couldn’t find any way to escalate my complaint beyond the hotel management. As it’s a chain, I expected there’d be someone higher up, but if such a process exists, it’s a well-kept secret. Every time I tried to find out, I was simply told to contact the hotel management.

bill6262

Which premier inn was it?

This is the premier inn Blackpool Bispham signage