I had a booking at Premier Inn and paid the highest rate just to ensure that I could cancel if needed. However, I found out that cancellation was not allowed. When I called customer service, I was connected with someone in India, and it was difficult to understand her accent. She was also quite rude and impolite.
I was informed that I should have cancelled by 1 p.m., which is two hours before the 3 p.m. check-in. I attempted to cancel at 2:10 p.m., but the system wouldn't allow it. After that, I called customer service for assistance, but they were not helpful at all. The representative even suggested a different rate, a standard one, instead of helping me book the same rate I had already paid. This would have resulted in a loss of money on my part.
In the end, we lost £100, but Premier Inn lost a customer forever.
Claim your business profile now and gain access to all features and respond to customer reviews.
We're the UK and Ireland's largest and fastest growing hotel chain. With over 600 hotels,you can find a good night's sleep everywhere.
