We are (or now, were) frequent users of Premier Inn, and had booked a room here for a night before an early flight in the morning. We arrived around 10pm and found ourselves allocated a room at the far end of the hotel and up a floor, fine. Unfortunately the lift was out of order (not advertised until arrival), so my pregnant wife was stuck having to use the stairs. Not great, but not world-ending, we didn't expect this to be an issue so hadn't specified on the booking that one of us was pregnant. Once we got to the room we were instantly hit by a wall of heat (this was early February, looking back at the weather for that day the high was 13C, low 5C) - the heating controller was reading almost 30C, and had a nice label on it to inform you that it could not cool down the room. Someone had left a radiator on full blast which wasn't controlled by the heating controls. There is no air-con available at this hotel, and the windows open perhaps 2 inches if being generous. There was no way to cool this room to an appropriate temperature for sleeping in the time available to us. There's also no phone in the room, so we had to lug our bags back to front desk to request a habitable room. To paraphrase the conversation; 'tough potatoes, the hotel is fully booked, I can't or won't do anything to help, here's a business card with some details if you want to complain online. Good night guarantee? That doesn't exist post-covid.' Luckily I managed to find a nicer (albeit pricier) hotel across the road with last minute availability, so we went over to Oddfellows for an actual good night's sleep and some hospitality. As Premier Inn took our money up-front and then failed to fulfill their end of the bargain, we've been pursuing a refund - their marketing would make you believe this is easy. However, they argue that as the hotel does not have air conditioning, they are not at fault - despite it being their heating which caused the issue, and their choice to limit your ability to cool the room. So we're having to go through the credit card company for a chargeback. Other than all of the above - it's a standard premier inn room in a tired building. You hope you know what you're getting if you go for it.
105 รีวิว