Premier Inn

18/10/2023 at 08:35hrs Swindon Central Premier Inn
I had arrange for eight of us ex-RAF veterans, one who was severely disabled and aged 77 to be accommodated for the nights of the 16th & 17th October. On the morning of the 18th October when he had not turned up for breakfast and after I had made two mobile telephone to him, I approached the lady on reception and identified myself as a RAF Association Welfare Officer.
I explained my attempt to contact him by mobile and I had been unable to get a reply. At this point, I explained to her his severe disabilities which she herself had seen, and I asked her if it was possible for her to knock on his room door to see if he was OK. She informed me that she was not allowed to and as I did not have his room number, I was not allowed to be given it! She also said that I would have to wait another 20 minutes until the Housekeeping lady came in and she would get her to do it.
As it happens, the elderly gentleman had been very unwell most of the night and had at last, managed to drop off into a deep sleep when he was eventually woken by a staff member I'm told.
As it was, I eventually managed to get him over to breakfast but in other circumstances, this elderly, 77 year old ex- RAF veteran, could well have had a heart attack and been unable to speak or been unconscious in bed.
I feel that the Premier Inn Company could revise their staff rules to allow staff intervention in such circumstances, as it could very well have been a serious medical emergency.
I'm copying this text into a formal letter to my MP the Hon. Kevin Foster who I believe is on the Armed Forces Committee. I'm also copying it to the Premier Inn Corporate Headquarters at Oakley House, the Royal Air Force Association, the Swindon local newspaper and to the BBC and Sky News.
This group of ex-RAF veterans have stayed at Swindon Central on two occasions a few years ago, and we have always been welcomed by the hotel staff, and the Manageress of the Beefeaters Restaurant has been especially welcoming to our group as she has been on this visit. We cannot praise her enough for her welcoming smile and the service we had during our visit.
Ken Driver
RAF Association Torquay
Hon. Welfare Officer

my daughter and partner and 2 daughters staying at the premier inn in Camberley were refused an evening meal because they said there were to busy and turned them away . my granddaughter of 6 is autistic and her sister is 2 , this is absolutely the most disgusting review I have ever made and heads need to roll .

I am so angry because I wanted to book a room at London Stanstead Airport on the 30th of April for one night so I thought I would ring the Hotel direct where I spoke to a quiet rude lady on Reception only because I asked her about the fact that when you pay for your room you then have to pay a further £12.00 to park your car, Her point was that it was because it was a Airport Hotel in yet approx 7miles away there is another Premier that does not charge for parking your car ( Unless they might charge for being close to a shopping village )

Travelled down from Scotland and stayed at Premier Inn London Uxbridge for 3 nights for my fathers funeral, 5 other family members also booked. Hotel is dirty & needs a total refurb. 1st night teenagers were in the reception area playing loud music and using foul language, they then moved into the restaurant being abusive to staff, Morning manager treated myself and family like Criminals, she seemed concerned we would’nt pay for our breakfast(didn’t pre book) the whole time we ate breakfast felt like we was being watched on what we had to eat & drink. Then Friday night the manager Kelly arrived with a chip on her shoulder that certainly would of sunk the titanic, she was so rude & arrogant certainly should not be in a customer faced job loves the sound of her own voice and really shouldnt be allowed to interact with customers. Reception staff could not have been more helpful. Having stayed at Premier Inns for years in Scotland, As a family we will no longer use Premier inn. Hope someone senior reads this and contacts me.

Just spent two most uncomfortable nights at Premier Inn, Whitley Bay. The room was unbearably hot - the aircon would not go below 19c and of course the windows don't open. My short break was ruined by having to try to sleep in what was in effect a sauna (albeit a very smart and clean one) and I left feeling exhausted. This makes a mockery of PI's "Good Nights" pledge.
Bearing in mind this was early May I hate to think what summer would be like.
(The PI on-line feedback form also seems designed to prevent customers actually submitting their comments - and naturally there is no customer service phone number.)

I tried to book a room at Swanley online, I cleared the payment with my bank £105 - then the booking popped up as failed 2 days later they took the money from my account. Now I can't get in touch with them to get my money back unless I phone a premium rate number!!! Anybody know how to contact them?

What a useless company. I have tried to book a room in West Lothian and being asked to phone later. All you get is a pre recorded message. Well your useless Your competitors are now first in line for our business. The star rating should be nil.

Refused to honour their Good Night's sleep Guarantee because i reported it when we vhecked out at 8am and not at 3am in the morning when we were woken by drunken party revellers, any excuse not to refund you, Disgraceful

Having been looking forward to visiting the county of Northumberland, we decided
having seen advertisement on TV about the comforts of staying with yourselves, we’d book 2 nights stay.

At the start of our honeymoon, we checked in, staff were very friendly and our room which we booked was accessible, which was great for my new husband has issues with his legs due to medical conditions, and sleeping can be difficult so I asked at the check-in area, after getting us sorted, if I could please have extra pillows. I was told by the member of staff that the hotel was full and she didn’t think they had extra pillows spare but she would find out. I asked again on our way to dinner, her reply was it had been noted down, but she would look into it. No-one came back to us with an answer, so we had to go to the local supermarket and buy some pillows, well great start to a honeymoon as you can understand I wasn’t impressed. Staff were friendly and warm in nature, so I let it go, I thought so what’s a few pillows . We were offered a drink on the hotel because we were on honeymoon, which I thought what a lovely gesture. Due to issues with kitchen and evening meals not being served - we can understand staffing issues as we both work - but the staff give us information about services nearby and we could order food and use the plates and cutlery.

When we were checking out my husband asked “if we stay again could it be possible to have a chair without any arms” as at night sometimes due to his condition it is uncomfortable to lay in bed and sitting helps him to rest. The lovely reception lady said she would ask the manager who was in the same area as us. On return, she said the manager said you’re lucky because the room we were in shouldn’t have a chair in it, because having no chair gives extra room for accessibility. I wasn’t happy with that reply and stated I am a senior in a care home and could you pass on to the manager that persons with disabilities can sit in chairs and even if my husband was in a wheelchair he would be able to transfer in to a chair for pressure relief and be more comfortable than having to use a bed to sit upright. I was not happy that the manager could take two minutes to come and speak to us and left it to the reception lady to explain what she had said. I wouldn’t mind but we could hear her talking to the reception lady while we waited for a answer.

Well it felt like “so what, they are checking out “

Premier In Truro charged me and my friend twice for breakfast £19.98 each.They charged my card as I made the booking and my friends card when we arrived.They are REFUSING to refund one of these charges and I am going round in circles trying to get a sensible reply from them.I am so angry and have written to the head of customer relations.However if the past is anything to go by I don’t hold out much hope of a response