Comprehensive guide to the Premier Inn Good Night Guarantee
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Premier Inn have invested heavily in making sure that their guests get a consistently good quality nights sleep when staying at one of their hotels and the brand prides itself on being able to deliver this for every guest.
This has been achieved by designing hotels with quiet, comfortable rooms and using good quality beds with the renowned Premier Inn mattress fitted, in fact so confident are they that guests should sleep soundly that they offer a 'Good Night Guarantee' which offers guests thier money back for the room if they do not sleep well. If you do have a disturbed nights sleep during your stay then you should consider claiming your money back on your room which is a fairly straightforward procedure providing you understand the process and exclusions. Read on to make sure your claim is successful and simple. How does the Good Night Guarantee work?
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- If you don't speak to the hotel staff during your stay to raise the problem then you can still make a claim under the Good Night Guarantee for up to seven days after you check out.
- Please note that if your nights sleep is disturbed by noise (noise is the main reason for over 95% of all complaints) inside the hotel eg. from other guests, then we strongly recommend that you report this at the time of the incident to the reception so that a record can be made even is this is in the middle of the night. This will improve your chance of a successful claim greatly.
- External noise is excluded from the Good Night Guarantee.
- Another common reason for a complaint is a room being too hot to sleep comfortably in. Claims relating to this will only be successful if the Premier Inn you stayed in advertised that it's rooms benefitted from having air-conditioning at booking (which is then presumably not working/effective) - note, many hotels do not have air-con and will therefore exclude this reason from the Good Night Guarantee.
- Important point regarding air-conditioned rooms at all Premier Inn's - Premier Inn set their air-con to go no lower than 19℃ and most rooms fitted with air-con also have non-opening windows. Therefore during warm weather in rooms with air-con you will not be able to get your room temperature below 19℃, and you will not be able to benefit from cooler night-time air.
Does the Good Night Guarantee apply to all Premier Inn hotels?
- No, it applies only to all the standard Premier Inn hotels but excludes Premier Inn Hub hotels.
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How do you actually make a claim under the Good Night Guarantee?
You may claim a refund of your room charge for each night that you do not have a great night's sleep at a Premier Inn but you must make sure that you comply with the following procedure which includes lodging your claim within 7 days of your stay.... |
Premier Inn - Good Night Guarantee
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Don't forget that Travelodge now has over 600 hotels in the UK offering a very similar standard of accommodation to Premier Inn including the new SuperRooms™ hotels.
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Travelodge SuperRoom
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How do you actually make a claim under the Good Night Guarantee?
You may claim a refund of your room charge for each night that you do not have a great night's sleep at a Premier Inn but you must make sure that you comply with the following procedure:
Process for making a claim
Exclusions to the Good Night Guarantee
The Good Night Guarantee does not apply where you do not have a great night's sleep due to:
You may claim a refund of your room charge for each night that you do not have a great night's sleep at a Premier Inn but you must make sure that you comply with the following procedure:
Process for making a claim
- Claims must be made within 7 days of the end of the stay to which your claim relates.
- To make a claim you should raise your complaint with the team at the hotel who will advise you of the process. If you did not raise your complaint at the hotel or were unable to do so, you must contact Premier Inn through thier web form.
- Group Bookings - If your room was booked as part of a group booking, the person who made the booking on behalf of the group must make the claim. If your room was booked through a tour operator, you must make your claim to the tour operator.
- You will need to provide details of the Premier Inn hotel in which you stayed, the dates of your stay, the nights for which you wish to claim a refund and the reason(s) why you did not have a great night's sleep on each of those nights.
- Refunds will be made to the card you used when you paid for your room and are usually processed within 7 days. You will be asked to confirm receipt of your refund.
Exclusions to the Good Night Guarantee
The Good Night Guarantee does not apply where you do not have a great night's sleep due to:
- (i) circumstances arising from the lack of a facility at a hotel where that facility was not included in the facility set of the hotel displayed or communicated to you when you made your booking. For example, due to hot weather and a lack of air conditioning, you did not have a great night’s sleep, but air conditioning was not listed as a facility at that hotel in the booking process – so please carefully check the facilities at your hotel when booking.
- The lowest temperature an air-conditioned Premier Inn room gets to in warm weather is 19℃.
- (ii) circumstances that are beyond the reasonable control of Premier Inn such as extreme weather conditions, fire, fire alarms, flood, lightning, earthquake, explosion, terrorism, war, civil disorder, epidemics, embargoes, labour disputes power cuts, third party building works, internal hotel noise (which you have not reported and provided Premier Inn with a reasonable period to rectify and it was safe for you to report it), and/or external noise arising due to the location of the hotel including but not limited to airport noise (for airport hotels).
- The Good Night Guarantee does not apply to any food and beverage issues you encounter.
- The Good Night Guarantee does not apply to issues you encounter with (i) restricted service provision due to COVID-19 measures (for example reduced check in and house keeping services) and/or (ii) the implementation and/or enforcement by Premier Inn of other COVID-19 measures whether that be measures specifically required by Government or additional measures implemented by Premier Inn.
- You can not claim under the Good Night Guarantee if you have breached the terms and conditions applying to your booking, for example by causing damage to Premier Inn or to other guest’s property or by being abusive to thier staff or to other guests during your stay or during your contact with Whitbread.
- Premier Inn reserves the right to reject claims made by individuals who are abusing the Good Night Guarantee by making excessive claims, or make a claim in bad faith/dishonestly. If an individual or any of the guests within their booking claims a refund for more than 50% of their stay on more than two occasions in any 12 month period, such claims will be deemed excessive save where we are satisfied that there is a good reason for the claims.
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