Robbie

[Robbie @Rob7316]

@premierinn @premierinn Disappointingly, your offer to “escalate” requires me to go back to the previous helpline that refused to log a ticket and has no complaints process, where I then need to ask to log a ticket, and then I need to request escalation. 🤦‍♂️

[Robbie @Rob7316]

Hi @premierinn you’ve just cancelled my hotel for a fortnights because you’re now doing renovations over Easter weekend. Customer relations are telling me there’s no complaints process until after we stay. Your 0025 line is refusing to log a complaint. Same with hotel.

[Robbie @Rob7316]

@premierinn You’ve also offered to escalate the issue, which I’ve accepted, so I’m now waiting for a call back from one of the @premierinn X DM mgmt team. I’ve reiterated the customer support has been disgraceful.

[Robbie @Rob7316]

@premierinn @premierinn you’re now talking to me. I’ve just responded again, to include the emails confirming that the hotel intends to cancel our stay because “renovations”. I’ve sent a screenshot showing the hotel still has available rooms (albeit now at triple the price).

[Robbie @Rob7316]

@premierinn @premierinn I’ve also asked for an apology. Rug pulling my room is bad enough, but the support experience has been completely atrocious, genuinely amongst the worst I’ve ever seen. Evasive, standoffish, and utterly dysfunctional.

[Robbie @Rob7316]

@premierinn I’m being directed back to the form from 2 hours ago that we already agreed is broken.

[Robbie @Rob7316]

@premierinn I’ve now (finally) had a response with a WHW number from the email address you provided, and have DM’d that to you.

[Robbie @Rob7316]

@premierinn @premierinn you’re now telling me that you’re no longer willing to accept the email from my partner authorising me to speak about this order, and that the entire process we’ve been through over the last 90 mins has been pointless.

[Robbie @Rob7316]

@premierinn Yes, your reply is to flat refuse to engage. You want some forms doing. There’s no complaints process. What’s the next escalation? I can’t get a final viewpoint letter from you to get to the ombudsman.

[Robbie @Rob7316]

@premierinn I’ve literally spent 43 mins on the phone to Helen in Customer relations (0333 003 0025) discussing this issue. Why was it ok then and not now? Why will you not help with an issue that @premierinn has caused?

[Robbie @Rob7316]

@premierinn You’re now just citing generic “GDPR” and telling me you use Social Account names for ID&V (crazy). I’ve told you we’re both here, ready to do compliant ID&V with you, and so there is no GDPR issue.

[Robbie @Rob7316]

@premierinn Why not just take me through ID&V and solve the problem? Your hotel caused this by asking us to cancel our booking over Easter weekend, presumably so you can resell at an inflated rate. Why be so unhelpful?

[Robbie @Rob7316]

@premierinn Anna, I’m literally on the booking, and have been on the phone to customer relations for 43 mins. It is possible to do compliant ID&V and not just fob customers off. Premier Inn caused this issue, why be so unhelpful now?

[Robbie @Rob7316]

@premierinn I don’t understand why you can’t discuss with us when we’re both here, and we’ve been through compliant ID&V.

[Robbie @Rob7316]

@premierinn She called the number and got fobbed off, twice. Fact is, you’ve booking a room out with discount over bank hol weekend, and you want us to cancel it so you can resell it at a higher rate, right? Your customer service strategy seems based on avoiding being helpful.