“Sending numerous emails regarding various issues with my stay and not getting any reply’s. when I did finally get a reply was basically told they don’t care.
I asked if I could speak with the manager and told they is not possible, terrible customer service.”
“You cannot contact anyone at Premier Inn for reason-they don't want you to, they only want your money.
Impossible to sleep in St Alban's Premier Inn as RIGHT next door to a night club, music ended around 4am.
Your teeth will rattle but no rest at all. No money back, as when eventually got through,they just reject all claims. Their weasel words are 'external noise does not fall under our Goodnight guarantee'. AVOID PREMIER INN AT ALL COSTS.”
“Impossible to get my money back after more than a month numerous call, the only contact has been scammers trying to steal money supposedly from premier in , premier inn manager should phone me and sort this but no, to busy collecting there bonus, so no option I got the forms for small claims court filled them in will now make the claim Shame on you!!!”
“Made six attempts to book a room online today. Every one timed out within seconds of choosing rate. Rang hotel and was told they could not take bookings by phone (!!) Went to central reservations and spent 20 mins on hold. Then gave up. They deserve to become insolvent.”
“Still waiting for a refund for money they took at the time of booking! I requested to pay at check in. I booked a flex deal and cancelled well before my stay was due. They owe me over £500. Absolutely disgraceful!!”
“I stayed at a Premier Inn at Stratford, London the beginning of November with my family we were on a shopping trip,
We paid for two rooms with breakfast. Unfortunately we were told there was a technical problem in the kitchen and breakfast would not be available ,but your money will be refunded five days with the card paid for the rooms,
After several frustrating phone calls, I still haven’t received my refund up this day. I think I’ve spent more on phone calls than what the refund is I’m giving up now because I’m so frustrated at one point I was left for 11 minutes while somebody went to make an enquiry I think they were hoping I’d hang up , Iv stay at many hotels for conventions, but never will I stay at a premier inn again out of principle very disappointed customer.”
“It's a bit complicated. I had (I thought) booked for 4 nights at the Premier Inn in Baglan, Port Talbot, over Christmas. Unfortunately on 23rd Dec (day of check-in) I fell ill with a bug. Tried to cancel but none of the numbers on my invoice seemed to apply, and as it was Saturday, the phone line (one number by the way for the whole UK) was closed. So, it's Christmas, I'm unexpectedly unwell, and unable to contact anyone. It's beginning to dawn on me that I haven't had a single email related to the booking, and begin to wonder if I've been scammed. Christmas comes and goes, and I ring the helpline again in order to check that I was actually booked in, to discover their system showing I was booked in for one night only. My invoice from August last year says four nights. Basically, my issue is a lack of communication and insufficient contact options in the event of sudden problems, plus an over-reliance on automated systems. I've stayed at Baglan for Christmas (in order to visit family) for a number of years, however I don't think I'll be coming back now. Too much stress.”
“We've contacted Premier Inn THREE times through their online complaint form. No response, no acknowledgment after 2 months.
Stayed at P Inn Hamburg St Pauli on Oct 9th. We informed front desk our room’s bathroom basin plug was broken and were given only one tea-bag. Later my husband informed the same staff the restaurant’s toilet wall had faeces on it, the toilet paper holder was dangerously broken and had no paper towels. They deflected his concern saying it was a house cleaning issue. He restated his concern but was ignored. They clearly did not understand the urgency. My husband turned to me saying “their reporting system is stupid.” (My husband told them he had previously worked front desk and hotel managerial roles.) We left to do laundry and upon returning to the hotel later found we couldn’t enter our room because staff had ejected us without warning or discussion. Our son had been left without any access to the room in our absence. This was an egregious disregard for health and safety.
We asked the staff why and my husband was falsely accused of saying the staff were stupid. We tried to explain that was not said but they were resolute and continually interrupted. We both teach English at university. Premier’s staff do not have English as a first language. Who’s more likely to misunderstand?
We asked to speak to the manager (Andre) and my husband asked him if it were normal practice to eject guests without enquiry. He slammed the phone down. I requested I speak again to him to explain there had been a language misunderstanding, the comment was about the system not the staff. All he said was, “Our business ends here. You have 1 hour to vacate. You can move to a 5-star hotel.” He hung up.
We tried again to explain to staff they had misunderstood but they smiled smugly and ignored us. A third employee began waving her arms in front of us, shouting “Hullo! Hullo!” She then told my husband, “Shut up! Shut up!”
We’ve never experienced such unprofessional and abusive treatment like this.
My husband has a severe physical disability and the pain on his body to quickly pack and not rest after going out was extremely stressful.
The only thing missing was Mr Basil Fawlty, though Andre comes very close.
Never stay in this chain!”
“What refunds! My son and his friends booked with a premier Inn in Manchester for a night. When the arrived they were informed that there was no room booked even though premier Inn have taken £170 for the room. They now refuse to pay the money back. We are planing to take further action it this situation can not be resolved. The worst part is that the friends are university students who live on a small amount of money as it is, I don't think the realised how bad and unreliable the staff are at the premier Inn. Too trusting”
“I stayed in Premier Inn in London Waterloo on York Road.
On the last night of our stay, our room was flooded by the room next door. We complained to reception and were told I had to contact the complaints department.
So we contacted the complaint department and they wouldn't listen to our complaint and completely ignored us. Only offering a goodwill payment, which didn't cover the damage to our belongings or the upset caused. Very disappointed in Premier Inn. Premier Inn's attitude towards their customers is very poor and rude.”
“They have NO HEATING! The temperature controls in the room do nothing and reception can only set your room to max of 22 degrees on COLD air. You cannot even switch off the cold air and they refuse to turn it off so you are blasted with cold air. Definately not recommended unless you prefer cold hotel rooms. Receptionists argumentative, rude and refuse to listen that they should not accept bookings if they do not have heating. Had to go out and buy a fan heater as room is so COLD!”
“Water off at hotel, no drinks facility, washing or toilet flushing, restaurant closed early due to short staffing issues, couldn't sleep as room 4 metres from a busy railway platform, refused an exchange of room and refused a refund of nights not used due to checking out early so their guarantee is dishonest nonsense, terrible customer service,worst hotel experience in my life”
“I have rung Southampton number 25 times from early morning to late and night and guess what the are always busy with other people??
I am now on the phone number 2 on the phone number to cancel.
I have heard the same message 5 times.
DID I KNOW THE QUICKEST WAY TO MAKE A BOOKING IS THE FASTEST WAY IS PREMIER INN.COM
I shall now out them on Named and Shamed”
“Absolutely the worst customer service. Our trip to London in June was unfortunately cut short due to a family emergency back in the states. What we have been through since June trying to get a refund from Premier Inn for the nights we didn't stay is beyond unacceptable. They act has a high quality all caring organization when in fact they are no better than a 3rd rate hotel in terms of customer services and simply interested in revenue. I don't have to leave the US to be treated this way and truly expected more . They should be ashamed of their slipshod treatment of people.”
“Room 219 at Monmouth has a water storage tank above it which is incredibly noisy.
Premier Inn did not honour its Goodnight Guarantee. It took them 5 weeks to email me with this decision.
The only way to contact them is via Facebook Messenger, I got one message a week to say someone would be in touch.
Customer service is an absolute joke.
One star is one too many for them.”
“Disgusting service at premier inn
Booked a room on 4th-5th August. Their system messed up and booked me in on 6th-7th, taking payment instantly.
I drove 3hrs from Oxford to Paignton to stay in the hotel I booked. Upon arrival they told me the dates were wrong, couldn’t change them, and that I had to call customer relations to get a refund.
I called them first thing on Monday, and they said they won’t refund despite their system making an error.
Called them a second time to speak with management and was told I will be put through. The call went back to the same person I spoke with previously (Thomas) who called me a liar about the booking dates. He also called me a liar when I told him that the previous person would put me through to management. He refused to put the call to management to discuss further.
This company is absolutely disgusting. Spent more than an hour on hold when trying to call them.
I expect a full refund & compensation for their error. Further compensation for the appalling stance they’re taking and for the unhelpful service provided, with persistent false information provided.
I will never stay at a premier inn after this experience.
I have raised a further complaint with them and with the authorities as these criminals need serious investigation into their practices.
Management couldn’t care less. The hotel purer wants to line their pockets with money and they don’t care how they get it.
Premier inn needs closing down. Disgusting hotel chain and even worse staff.”
