Premier Inn

Having made a flexible rate booking for a 4 night stay at Premier Inn Hull City Centre, I had to cancel due to family illness. The cancelllation was made well before the intended day of arrival.

The booking confirmation from Premier Inn stated that payment would be due on the day of arrival, but I discovered that it had been made on the day when the booking was made. Moreover, only £167 of the full amount of £220 was refunded -and with no explanation. Booking ref AYPR237165.

Loverly room. Staff were rude and ignorant. There breakfast time were changed without contacting the person staying . I would recommend avoiding city road Newcastle. Any complaints are ignorded . Really disappointed.

Dear Sir / Madam





I have emailed 5 times and telephoned you be given the run-around from department to department





Premier Inn have made it impossible to complain





A Disgusting tactic



I booked and resided at your Premier Inn Bath last Friday 4th September 2020

My stay was seriously marred by a number of issues mostly avoidable but for a lack of communication.

For your information ; I had some files on tablet I needed to send to Newcastle for future training works to be submitted by the end of business Friday

All was fine up until I got to room 402 and unpacked and attempted to connect to your free wifi, I spent an hour switching on / off re registering following procedure but not gaining a connection,

I went downstairs to reception at least 4 times during the following hour to ask if there was a problem, I would like to make it clear I am not complaining about the staff who were helpful, I was told that the internet connection has been “ up and down” all day.

I had used the tablet on three different networks within the previous 24 hrs

Two hours later I visited reception waited in queue explained the urgency and your staff offered me your Ultimate Wi-Fi which i have attached for your perusal

Went to room 402 and tried again switching off logging on and yet the same issue

As it was approaching end of day I took a shower only to find the shower tray did not drain water which i have attached pictures for your perusal

I took the tablet out to a local Costa and used their internet and got most of the work done but amendments had to made, so returned to hotel to get paperwork from suitcase to amend files

Attempted again to log in but alas same problem, no connection for another hour

I decided to call your helpline, this took 4 attempts and about an hour when a gentleman answered and knew what the problem immediately

Apparently Huawei Tablets ( very popular device ), running Chrome ( very popular browser ) does not connect with Premier Inn / Virgin software.

I now found myself out of time and have had to travel to Newcastle over weekend to get copies of training program roll-out which has cost me financially and professionally.

May I suggest you immediately email this information to your front of house staff ( for this could have been avoided )

AND

Amend your website accordingly to infom potential clients



Yours sincerely



Mike Connor





Apparently this is a known prob



Huawei running Chrome on Premoer Inn / Virgin network



To put this bluntly this a knwn problem and could have been told 5 hours earlier



SHOWER



May I suggest that you send a general email to your Front Of House staff of this so they can inform clients like myself

AND

Place this information on your website

I have been around the world and I am far not 30 anymore, but such low service level I haven't experienced yet. Even when I had to stay in ** hotels, they were much cleaner, reasonable. Here you can stay for a whole year without changing your beds . Will not mention dozens of other things like regularly dirty bath, dirty surfaces, windows like in a mist ...

From the only provided email -guest.relations@premierinn.com, the answer comes -PLEASE NOTE THIS IS AN OUT OF USE EMAIL AND WILL NOT BE RESPONDED TO. They know their low level and do all possible to make practically impossible to complain.

I was have booking at 23th of March .At day of arrival my booking been canceled.I was asked for a letter of invitation from business company ????? Because I don't have one my booking was canceled .Never happened of my life of my experience receptionist to asked the reason and letter .Receptionist was very bad behavior and manner .We was in situation do not know to do. This hotel put us a situation of stress, confusion and state o'Иван Николов' f depression. we have human rights and we intend to seek further actions

The entrance to Portishead, Wyndham Way, was disgusting. Smokers have been leaving their dog ends for months without them being cleared away. No action taken despite telling Reception. Otherwise OK except breakfast did not resemble photo (only 1 egg, 1 sausage, 1 tomato - had to ask for what we paid for) and no marmalade! Don't bother to email them, they don't monitor it despite it being shown on every one of the websites and information

Worthing hotel, absolutely impossible to get anyone to answer the phone, tried 11 times, going on Tripadvisor and every other site I can find to say how totally useless the reception is

I have just got home from what was possible the worst stay I have ever had in one of your hotels in the Premier Inn Belfast Cathedral Quarter. My wife had booked us in to stay at the named hotel for a birthday treat. The booking was made on the 17th of April she had booked us in for the meal deal knowing all  the restaurants in Belfast would be busy. The booking reference number was AXTR327534. We arrived at the hotel at 3.15pm on the 12th of June and that's when the problems started. I went to reception to book in and was asked what time I would like to have breakfast after giving her the timings for breakfast I was informed that I could not eat in the restaurant as it was fully booked I tried to explain that this booking had been made for some 8 weeks on the 17th of April.The receptionist told  me it was my fault as I had not booked a slot in the restaurant. I was now getting very embarrassed as the reception area was full of people trying to get booked in. I tried to explain that one I did not know I had to book a slot and two there is nowhere on the site to do this and I have never done this on any other stay. After speaking to someone I was told that I could have a slot at 5pm and that was the only time we could get. As we knew it was to late to try and book somewhere else we had to except this. At 5pm we arrived at the restaurant we were informed that there was a lot of things off the menu. This list included things like onion rings, Brockley etc. When the staff member came to take the order I ask what drinks were on the meal deal she informed us that the larger that was on the meal deal was off and I could only get harp larger or I would have to pay full price for anything else so I had to pay full price for my drinks as I do not like harp. My wife ordered a casar salad sorry thats off to she was informed,  so she ordered the chargrilled chicken salad. I ordered the mixed grill. When the booking was made I downloaded the menu for the restaurant however when I was given the menu on the day 90% of the meals had an extra charge to them some as much as £9.50 it was an extra £4 for the mixed grill. I have never ordered a meal with stake in it and not been ask how I would like the stake but as everything was going wrong I never said anything (I wish I had). When the meal came out they were a disaster. The chargrilled chicken salad had one tomato cut into four dried chicken and a hand full of what looked like rocket leaves. I did ask if that was a main meal salad and was told it was when the mixed grill arrived it was as bad the stake was not cooked and I don't mean under cooked it was raw the chicken was dry the sussage was under cooked as well (some photos attached). When the bill came I told the staff member that I would not be leaving a tip because I was not happy with the meal or the service I had received thinking she might ask why but she just said that was up to me and walked off. The hotel must of had a hendo in because at around 3.30 am they were running up and down the hall way for about 20 minutes and I now your going to say did I say anything to a member of staff the net morning.I just wanted to get out of the place. So next morning we headed back to the restaurant only to be told they had no jam, cornflakes, or hashbrowns.



I would like to say at this point I would class myself as easy going but this was unexceptional and not what you would expect from one of your hotels.



P.s I had a bounce back email but as of the 1st July still no reply.

Appalling customer services! No one answers the phone. No one replies to emails. No one replies to letters.