“I have stayed in a number of Premiere Inn's over the years but recently I stayed in Carlisle Central. I could not believe how run down the rooms, corridors and reception area was. The staff were very nice and cheerfull which I applaud in such a run down hotel. Come on Premiere Inn, with the profits you make get your act together.”
“Arrived at 14.56 to check in and was asked for £10 as I was checking in before 15.00
This is an absolute joke
It is not unusual when I go to check in after 15.00 that my room is not ready and I am asked to come back. Will you now be compensating guests if there room is as little as 1 minute late. In all fairness you should.
Premier Inn - you have just lost a regular loyal customer”
“We had to cancel our reservations at Premier Inn because of train strikes in the UK that ruined our holiday plans. We had to cancel our entire trip to the UK. We were a couple days outside of Premier Inn’s 28 day cancellation window and they simply would not issue a refund for our cancellation. They showed absolutely no understanding towards our situation and would not bend their policy even a little bit to show some customer care. They just took our money. We will never book anything with Premier Inn in the future!”
“I have used Premier Inn (Richfield Avenue in Reading , Berks, UK) several times but last time I went to use it they were full so I went elsewhere. I then got an 80 pound parking fine for being in their carpark.
On contacting them I got told they weren't able to help. I wont be using them again.”
“We stayed in 3 booked rooms at the Eastbourne town centre hotel. We had no hot water after 9am (in our party were 2 young children so no bath etc) This problem also affected the ability to cook a hot breakfast after this time? It was we were told a longstanding ongoing problem?! The staff were really great but of course their hands were tied until management would pay to fix the problem.
We asked for a refund as it completely spoiled our 3 day stay - we had a derisory offer. Their 'guest care' department are abysmal and totally ignore any questions as if they were not even asked! Insulting and rude! It has taken 4 months to get to a point where they've said as much as - like it or lump it - no more! Apparently, they will give you a full refund if you don't have a good night's sleep which they champion BUT things like basic amenities and food are not as important. We realise and accept that they are a low cost provider of convenient basic amenities for a stay - but when not even basic amenities....? We have all vowed never to use them again and advise caution if you are thinking of doing so.
Date of experience: 09 December 2022”
“Avoid this hotel if you can. Of course you can.
I understand this might be one of your most affordable choices but what if you loose that money in an unguaranteed reservation that can't be refunded will it still be affordable? since September 2022, premier inn hasnt refunded The money they owe me. I keep calling and emailing regarding a booking I made with premier inn in September 2022 that was unsuccessful yet being charged for a reservation I thought I had, only to travel all the way with my family and a baby just to be told I didn't have any reservation yet I was charged. That disappointment and frustration (as I arrived in the evening, and being stressed to look for another accommodation in the nick of the moment) alone deserved compensation but I didn't push it. I went on to book another premier inn hotel in hope I'd be refunded my initial transaction Because I trusted them. Each time I called or emailed about a refund, they acknowledged the transaction and refund process and I was always told it's being sorted and allow for 15 working days for a refund (which was a lie). Yet nothing has been done. 15 working days has exceeded to almost 6months (half a year. Isn't that ridiculous for a company? havent they failed in ensuring outstanding customer service and being reliable and trustworthy? A refund isn't that difficult with any genuine company. they should be able to do this easily. Let's assume it were that difficult for premier inn, if I were offered a free stay (in my moneys worth) at premier inn, as I travel a lot, in exchange for a refund, I'd gladly accept that rather than waiting eternity for a refund that seems I'd never receive. After September, I've even made over two premier inn reservations (Because I really believed they were refunding me my money and the transaction was just taking too long and being assured on phone the refund process had begun, I just remained patient) But That would have been an opportunity to be issued a refund (if they really wanted to). But they were nonchalant.
My love for premier inn, as I was a big fan has now ceased. I can't promote premier inn to anyone after this experience because I'm terrified they'd make a booking, money deducted from their account with no reservation, and yet failed promises of a refund. In other words they would disappoint you as they've proven to be very unreliable and untrustworthy as a business .
in addition, their customer service even suck. Each time I called or emailed I had to provide full details and transaction details of my matter and even remind them of their previous correspondence with me as if they had no records of my initial complaint and a record of the complaint being handled. that shows they didn't care and was never gonna refund my money because they were investigating nothing. Yet they made me believe they were, as they would always say the matter has been escalated and should wait another 15working days (the waiting time was always renewed each time I called) the matter would be resolved.
Surprisingly I saw similar review about premier inn regarding same matter this month. It kept me wondering, is that what premier inn has become? Utilising their website to scam people. Highly disappointed, please avoid them so you aren't a victim!!!”
“PREMIER INN’s WORST HOTEL EVER!!!
Premier inn’s “HARMER HILL” is by far the WORST hotel in that chain.
Just purely for having “SARAH” on reception.
She is by far the most miserablist receptionist I have ever met.
After a long drive to my hotel I’m greeted by someone with about as much warmth and helpfulness as a WET FISH”
PREMIER INN, you would do very well if you dispensed of “SARAH’s” services and find someone that smiles when you arrive at reception and not just bark rudeness at you, when you ask simple question.”
“Went to book a room at the Cardiff Premier Central, their website failed on payment confirmation twice so called to see what the problem was phoned 20 times before getting and answer was told not to worry as there was no booking made and to try again the next day. So I did only to find all the rooms had gone so had to book with another hotel, when I went to make the payment for that total the payment was declined, wondering why, I looked at my bank account and Premier Inn had taken £657 from my bank without even giving me a room. Tried to call again, rang 48 times no answer. Called again the next day only to get told they could not refund from the hotel as they never had a booking for me and to try another number, that never even worked, sent and email no response either
cant believe a company this size has such rubbish communication lines and I still have had no refund or word from them at all.”
“Not made clear there wasn’t any air conditioning in room at clacton-on-sea (north/Colchester road)
Customer relations were very unhelpful and didn’t want to know
Hotel information changed to say no air conditioning once I complained but still didn’t
accept in complaint was valid
So paid £312 for 2 rooms for one night in an very dated hotel with no air conditioning
If it had been made clear we would not of booked it
Won’t be booking any premier inn hotels again
Booked many over the years but never again”
“We had no tv reception and promised a repair over two days,no results. Poor meal with family in adjoining beefeater due to poor food and lots of mistakes. We do not recommend this venue for a stay in Telford despite premiere inns reputation.”
“I booked a room on Sunday 28th June 2020 in Leicester in good faith, I was not privy to their current prerequisites, as in whether the Premier inn were apartmentalising their rooms in order to still let or what. There was no information on their website regarding the fact that they only let to key workers only either.
I booked the room on Sunday morning and did not receive any confirmation. However, at 15.30 I received an email saying I needed to be a key worker in order to stay - I am not a key worker but was on essential travel because of medical reasons. Accompanying this email was the key worker information together with instructions to telephone 001162421780 if I were not a key worker, this turned out to be a dud number.
How disgraceful.
I then had to go through the distress of booking alternative accommodation at short notice. Their confirmation email arrived at 21.01 that same evening.
The duty manager at the Leicester hotel gave me a card to make a complaint. The email address given on the card was also a dud. This is extremely poor customer services and a clear failure demand.Jan Garner from customer relations offered me my own money back, as resolving the matter, no goodwill gesture for the distress, nothing. She in fact, avoided responding to the dud contact details Premier Inn give to their customers during a Pandemic.”
“Had our booking cancelled hit yet to receive refund. We are not the only ones who booked here in the same situation. Contacted directly and not helped slightly. Absolutely appauling”
“Appalling Customer Service (24.08.2019 at 11:50am)
I had done a reservation via Booking.com for a stay of 1 night for 3 people (2 quad rooms). My parents and my brother were visiting me and my wife.
When I called the Premier Inn's main line and then the reception desk for asking them about how to complete the payment for the stay of my parents and my brother in the hotel, I was received with sarcastic laughter and complete unhelpful comments. At the end, they told me that Booking.com "...was lying.." and I had to re-do a new reservation!!!
First, I called Premier Inn for asking them how I could complete the payment for my reservation. I was told that this is not possible and only during the check-in the payment could be received. I did explain to them that since I had done the booking and wished to pay with my card, we should find a solution for completing the payment but they kept repeating they cannot take the payment. When I proposed I pay them when I would be picking up my parents and brother from the hotel, they refused to help me. Instead, they suggested that I go and do the booking via their website(!!), again (even when I had already done it via Booking.com). I asked then to talk to the manager and the customer service lady on the phone said she would connect me to the direct reception line of the specific hotel at A23 Airport Way. I waited for over 5mins on the line and then an automatic message came up asking me to hung up! As you can imagine, at that point I was getting upset since my booking for the rooms of my family were messed up for a seemingly dispute between the hotel and Booking.com.
I went online and I had to search for an alternative number myself that I could call them back. Thinking I have found the direct line to the A23 Airport Way Premier Inn, the phone was answered by someone who he suggested me that I can be connected (once again) with the main reception desk. I waited for few more minutes and finally I managed to get through -not with the reception desk of the hotel, but with the same Premier Inn main line I had previously talked to. I talked to anothr customer service lady that she seemed to be aware of my situation, she said(!). I did ask her if she was the same one person from the customer service team I had talked to earlier. She said that she was another person but that I should call the Booking.com, instead. I explained to them that the Booking.com has instructions for calling the hotel, directly, for any issues with a reservation. Then, literally, the lady on the phone told me "...the Booking.com was lying(!!).....". Then, she insisted that I re-do the reservation via their website of Premier Inn. By that point I was furious, since it meant I may have had to pay an increased rate and risking to be charged for my reservation I have already done via Booking.com. I insisted to talk to a senior manager but the lady refused to connect me, initially, saying I was rude asking that (!!). I asked her then to have her name details for making a complaint and she refused to give them to me. I had to keep insisting then to talk to someone else directly with the hotel reception. Eventually, I was put on the line with another lady, assumingly from the reception. At some point that lady had to stop talking to me, as I could hear in the background that other previous woman I had talked to, laughing loudly that made her to laugh, too (completely unaccaptable behaviour of making fun of me, a customer). Finally, I had to ask them to wait while I had to check myself the new rates, since she refused to give them to me for re-doing the booking from their website. At the end I was forced to pay approximately £40 more and having to cancel my original reservation I did via the Booking.com. I was also refused to be given the direct reception desk line number, which I only got after keep insinsting to be given to me in case I need to call them back for my parents' reservation.
The botoom line is that the customer service I received from the Premier Inn was below par. Completely appalling and very unhelpful, since they even refused to give me the new rates from their websites, and I even had to insist of getting their direct line at A23 Airport Way reception which they initially refused to pass me the number(!). I find disgusting that they seemed not to care or sympathise with the customer but laugh at him. I find totally unacceptable calling "....liers the Booking.com..." and somehow claiming that the situation I was in with my reservation is all the fault of Booking.com, but still they were refusing to help me with a new reservation or offering the same rate for the new reservation I was forced to re-do.
Definitely not recommended for a stay unless probably you are willing to pay in cash!!”
“The room was cold, the bed was uncomfortable, the service was not Good, the breakfast was cold, i have stayed in premier inns, never had such a horrible experience, won't be going back to this one”
