My complaint:
Booked a number of rooms on account for party of wedding guest ( including my wife and I ) On the 13th/07/2023 we had an inexperienced receptionist, who admitted was only her second day in front of house.
It took her a long time to find our reservations and to allocate the rooms. Eventually we got to our rooms after travelling 2 hours plus to the hotel.
On day 1 my disabled mother found 3 spiders in her bed , purely by chance as she had not yet switched her lights off, it was a frightening experience as 1 nearly entered her ear,she was able to kill the other 2 with her pillow.
This I reported to main reception following morning, a note was made on their system.
Day 2 my guests and my wife and I was woken up with the alarm going off for approximately 4 minutes, I went down to find out from reception why the alarm had gone off?.
The reason given was “wasps had entered the air conditioning system”, only to find 1 of my guest was told “someone had sprayed hair spray into the vents/ fire detectors”.
When I accumulated all the incidence that weekend to customer relations at head office, they made a number of excuses as to why the good night guarantee was not going to be refunded to my guests and myself.
As a token gesture they offered a refund of £50.00 to myself, but nothing to my other guests, this for me was unacceptable and I informed them that I wanted to speak to someone more senior, only to be told by a manager in the same department, exactly the same thing.
When asked who the ceo of premier inn was and how I could put my complaints directly to him, I was given the same customer relations address, when asked if the ceo was in that office the advisor said yes, only to find out from another in the same office that was not true.
The good night guarantee was and is due to all who were awaken by a false alarm and should have been awarded without all the excuses made, in order to not honour the mission statement of this brand. This has left a very bitter and disappointing experience from a company who shouldn’t honour there words.
I have yet to receive a response from the email sent to them on the whole matters described above.
Kind regards
Unsatisfied Customer.
Suggested solution:
Premier inn should honour there commitment to my guests and myself regarding the good night guarantee as non of us got a good night sleep on that day. ( I would also be interested if any guests got a refund other than my party )
