Premier Inn Hotels
Reviews and Complaints

Sirs

Good afternoon, we sent a complaint several months ago when we stayed at your hotel on June 15, 2023. The room they gave us was dirty and the shower had fungus, The person who was stat the reception informed us that he could not change our room and that we had to make a claim for a refund.

We thank you in advance.

The room was in my daughter's name: MANUELA RODRIGUEZ

Regards,

Martha Suarez

This is what I recently wrote, however any excuse not to honour your Good Night's sleep guarantee,

Hi

I think reporting the issue within hours is definitely a reasonable time frame, once the people had come through the door from the lifts making the noise the damage was done we were awake, how would I know which room they were staying in!

I don't agree with your response, normally I don't have an issue when staying at Premier inns therefore I have reported this issue via Resolver and I will have to escalate it higher if need be.

I hope you can honour your Good Night's Sleep Guarantee and refund me the 1 night of our 2 night stay.

Ref BAHR168652
We checked in on Sunday 15th August for one night we were given room 304 at the front of the hotel over looking the river ness
At around 11 30 pm we were woken up by loud music, singing and shouting which came from a bar directly across the river called Johnny foxes
This noise was still going on well after midnight and I went down to reception to complain.
Three members of staff were present and I explained the problem one member of staff says what do you think we can do about it another said we could maybe change our room. I refused the offer as it was well after midnight and we had to be up early
This noise went on to about two in the morning.
This is the first time we have complained about premium inn our favourite hotel
Margaret Munro

I have contacted premier Inn 10th July through feedback form and received a reference number WHB-1001554-V1T5 no response by 30th July.
Stayed at Malvern 9th -10th July. Room was noisy sounded like a generator running through the night. Next morning no hot water. Could not use shower as only freezing cold water. Complained to hotel before we left but complaint fell on deaf ears.

I stay in Premier Inn a lot as I travel the UK and usually they are great. Recently I arrived and no-one was on Reception. I waited 10 minutes before the Receptionist appeared, coffee in hand, explaining she had been for her break.

I complained using the form on the Premier Inn site and 8 days later I have not even received an acknowledgment let alone an apology.