“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.”
“We had 4 separate bookings all paid in advance on non flexible rates, during the time when we could not travel. We have received a full refund for all the bookings. Very happy and will certainly use them again when we can travel safely.”
“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!!”
“Basically they do what it says on the tin, they don't pretend to be the Hilton or charge Hilton prices but everything is good value, the rooms are comfortable, the food is fresh and well prepared, the staff are pleasant and helpful and you do get a good sleep.”
“It is always a little daunting leaving ones own comfortable surroundings but my recent stay at the Premier Inn in Goole in Yorkshire was very reasonably priced and very comfortable and very clean. The staff were very helpful as we arrived on a Saturday evening when they were very busy in the restaurant. We were a party of eight but they managed to fit us in. The food was very good.”
“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”
“Premier inn newbridge Edinburgh, great service, very close to Edinburgh Airport.
I left my iPad in the room when I left, and it was returned to me, great staff too.”
“I like to review the hotels near my proposed destination before choosing, the online process is easy to follow and gives me all the information I need. Booking online is also easy and confirmation is received by email and to my mobile so no need for paperwork.”
“I like to review the hotels near my proposed destination before choosing, the online process is easy to follow and gives me all the information I need. Booking online is also easy and confirmation is received by email and to my mobile so no need for paperwork.”
“Brilliant service, friendly staff, always accommodating, exceptional shower. Food at the Beefeater really good including breakfast. View over the sea from the bar and the terraces. Best holiday I have had in a very very very long time. Can't wait to come back.”
“All of the Premier Inns we have so far stayed at have been very clean and comfortable.
Good value and in helpful locations to where we wanted to explore.”
