Premier Inn
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Customer Service and Booking On-Line is Pathetic
The concept is good but you seem intent on destroying customer retention. I have booked my 8th visit in two months and having booked a family room I know from past experience that I have to phone and ensure I get 3 beds in the room not 2. Last time I phoned and spoke to reception who in the hotel I stay in are almost as old as the building and have been there just as long. Charming and helpful. This time I got diverted to customer service who I presume are not even in the U.K. as they have no clue. The chatbot is the most pointless and obtuse non facility I have yet to encounter. “Computer says no” TO EVERY REQUEST. The human I spoke to in whatever far flung land clearly had no concept of what constitutes security as having given both my booking number and name he then would not assist without my booking address and I have more than one and was not sure which I used so I quoted the two countries and postcodes asking him which of the two he needed. He refused to help. So because the booking has no facility to confirm the family room configuration, and there are two or three if you request a child cot, and there is no ability to speak direct to the hotel you are left with no ability to speak to anyone to ensure you have a good stay. Great location sadly lost in the poorly thought out corporate mess. I will likely be left ensuring on arrival that the room is suitable for our needs.
