Guest User
February 9, 2024
Absolutely disgusting service at check in, I've never been spoken to at any Premier Inn like we were spoken to by Hasna. On arrival, we presented Hasna with our confirmation email. We book regularly with Premier Inn, and this was no different to what we always do when we check in. Only this time Hasna accused us of not paying and demanded that we now pay. We refused, knowing that the money had already been taken, and to show this, we presented Hasna with the confirmation email, the transaction number for the payment, and the authorisation code of the transaction. Hasna still refused to accept that we had paid, despite the evidence, and wasn't even prepared to give us the benefit of the doubt. We later discovered that there had been a new computer system of some sort involved with the bookings, and even with this information we were still not trusted that perhaps the customer was right and the system was wrong. After much arguing, with a complete lack of sympathy, understanding or empathy shown by Hasna and it being 'not her problem', we asked to speak to a manager or a supervisor. Hasna then contacted someone she said was called 'Sarah' and was apparently a manager. In the morning of checkout we discovered from Djalil that this person doesn't exist and that Hasna obviously made up the name. So I have no idea who we spoke to, or who this 'Sarah' was, but it put us no closer to getting into the rooms that we had already paid over £200 for. I also overheard her say the phrase ' I don't believe them' on the phone to whoever it was she was speaking to, whether this was regarding the money or our disgust I don't know. We had a meeting in London that we were now running late for, so asked if we could just be let into one room to at least freshen up before we headed to the train station. We were escorted to a room (not both the rooms we'd paid for) by Hasna, in front of a room of people waiting to check in behind us, bearing in mind we'd been arguing in reception for half an hour at this point. She then detained the key, and wouldn't allow us access to come and go freely. We felt like criminals at this point, like she thought we were going to steal things or break items. As she was explaining what was happening outside of the room she said "I'm only going to say this once". I was shocked. By this point, my travelling companion was in tears. Upon entering the room, we then contacted someone back home to obtain a bank statement to prove the transaction. We found one, and indeed the money had already come out. Finally, after going back downstairs and showing the bank statement, we were finally given our keys, with no apology or sympathy. We were late for our appointment in London, and we felt uncomfortable the whole time we were in our room, or walking through the hotel. The person I was travelling with couldn't sleep that night, and I lay in bed angry for the majority of the night. I've never received such atrocious service from an