Premier Inn Kettering

On the evening of the fourth October myself and three other guests went to the restaurant for an evening meal. The restaurant only had a few guests at tables, it was almost empty. We placed our order for our main meal and waited 40 minutes before receiving it, when we started to eat our meals all of us commented to each other that the food was not very warm. At the end of the meal we went to pay the bill and was asked if we had enjoyed our meal. We explained that the meal was not as hot as it should’ve been and that none of us had cleared our plates of food. At 1 am next morning, I was awakened by the noise of footsteps from the room above I could hear each step and there was also the sound of squeaking floorboards. The next morning on the 5th of October I reported the issue about the evening meal and the noise from the room above to the receptionist. The receptionist said that they had had complaints like this before in respect of hearing noises from the rooms above. The receptionist offered us complimentary breakfast which we declined. On the morning of the 6th of October I was awoken at 7:30 am by the loud sound of a petrol lawnmower outside our ground floor window. When I spoke to reception about this, they said that they were aware of it and that they were going to speak to the gardener. That same night I was awake from 3 am onwards due to the uncomfortable heat of the room. I spoke to the receptionist later and was told that I should have reported the issue at the time. I explained that there was no phone in the room to contact reception and the only phone available was at the end of the public corridor. I asked if I was expected to get dressed in the middle of the night to go down the corridor and report the issue, I received no response. There was an ongoing issue throughout in respect of the premium Internet which did not provide a premium service. I called the customer service line 03330030025 prior to submitting this survey. I was referred to the terms and conditions of stay which apparently says that any issues should be reported immediately to a member of staff. The person I talked to failed to demonstrate any empathy whatsoever. To conclude, I believe that Premier Inn still pride themselves in promising a good night’s sleep. The reality is quite different I received no satisfaction from making this complaint and can only be satisfied that there will be no repeat of my experience with Premier Inn as I will not be staying in any Premier Inn in the future. It would seem that Premier Inn’s policy of expectiing guests to report issues will now need to include a time limit as that seems to be their method of avoiding responsibility. They used to guarantee a good night’s sleep, apparently no longer.

If youre thinking of booking your evening meal, then dont bother. 4 hours to reveive 2 courses. Even then the burger ans fries was cold. Then to another extreme. My starter and main came out together the following night. Id finished both before my colleagues measly starter arrived 90 mins after mine arrived.

Extremely disappointing and unprofessional treatment by a member of staff We stayed at Premier Inn Kettering on Friday 25 September, booking two family rooms for a leisure trip with our children. We have also used Premier Inn regularly for business travel over a long period. We arrived at approximately 9:45pm. The car park was poorly lit, and the space where we parked had no clearly visible floor markings or signage indicating that guests were not permitted to park there. The night receptionist was on duty at the time and were present outside where we were parking but she did not advise us that we had parked incorrectly. When we checked out at approximately 10:15am on Saturday 26 September, an receptionist seed to be asian lady with brown complexion followed us outside to the car park and confronted us in an extremely rude and aggressive manner, shouting at us about where we had parked, in front of our minor children and other guests. I moved the vehicle away and returned to ask why the matter had been handled in such an inappropriate manner. Rather than dealing with the situation professionally, she continued to be confrontational, threatened us with a PCN and told me that I should not come back to the hotel. Most concerningly, when I asked for her name, she refused to provide it and covered her name badge. I have video footage outside the premises regarding our interaction and can provide it to management if required. This was not a situation where we were trying to avoid paying for parking or taking someone else’s space. There was plenty of parking available when we arrived. If there was a restriction, a simple explanation at check-in or a polite conversation at checkout would have resolved the matter immediately. What makes this particularly disappointing is that we have been long-standing Premier Inn customers and have booked the brand repeatedly for both family but mostly business stays. After this experience, we are seriously reconsidering continuing to use Premier Inn for our future business travel. I strongly request that management investigate this incident, including reviewing any available CCTV the night when we parked and the time of the incident also speak with the staff member and the night receptionist who was present when we arrived. A parking issue can be resolved professionally. Publicly shouting at guests, threatening them, refusing to identify yourself and telling a paying customer not to return is completely unacceptable. I expect this incident to be investigated properly and the conduct of the staff member addressed accordingly.