Should I get a refund under the Good Night Guarantee?
Q I recently stayed at a Premier Inn in east London. On the first night, I was awakened at about 1am by a loud noise of running water. I reported it first thing at breakfast and requested a refund under the Good Night Guarantee. But Premier Inn said it is in their terms and conditions that I should have contacted reception straight away in person or by phone. I didn’t have a dressing gown or slippers and just wanted – with the help of
makeshift earplugs – to get some sleep before a busy day. I find this refusal of a refund for that night unfair. What are your thoughts?
Martyn N
A Last week Premier Inn was rated very highly in a survey of Which? readers. The budget hotel chain has a remarkable refund policy: “We’re so confident you’ll have a great night’s sleep that, if you don’t, we’ll give you your money back.” Plainly your slumbers were interrupted, so I understand you believing that you qualify. But across the travel industry, there is a presumption that an unhappy customer should give the business an opportunity to solve the problem before a question of compensation arises. Premier Inn says: “If there’s a problem, just have a chat with a member of our friendly reception team. They’ll be happy to put things right.”
In your case, the reception staff would presumably have moved you to a quieter room, assuming one was available. Changing rooms in the early hours would have been disagreeable but hopefully effective.
Those terms and conditions specifically exclude refunds for disturbance caused by noise inside the hotel in cases where “you have not reported and provided us with a reasonable period to rectify”. So I cannot see grounds for any legal claim, I’m afraid, despite your undoubted sleep deprivation.
Email your question to s@hols.tv or tweet @simoncalder
Want your views to be included in The Independent Daily Edition letters page? Email us by tapping here letters@independent.co.uk. Please include your address
BACK TO TOP