A couple's stay at the Premier Inn London Stratford hotel took an unexpected turn when they discovered that strangers had allegedly used their room for inappropriate activities. Booked for a two-night stay in an accessible room, the guests were taken aback by Premier Inn's response to their complaint about strangers having sexual relations in the bathroom. The hotel initially dismissed their concerns, attributing the incident to festive cheer getting out of hand.
Upon the guests' return to their room, they were adamantly informed by Premier Inn staff that no one else had entered the room following its morning cleaning. The hotel cited a lack of corridor CCTV as a reason for being unable to verify any unauthorized access. Despite these claims, Premier Inn refused to take responsibility for the incident, leaving the guests dissatisfied with the handling of their complaint.
The hotel's response was not only dismissive but also unhelpful, as they refused further correspondence with the guests. Initially, Premier Inn's reply lacked concern and was perceived as dismissive of the guests' experience. When questioned about the lack of corridor CCTV, Premier Inn backtracked, maintaining there was no record of unauthorized access during the guests' absence.
To add to the frustration, Premier Inn was reportedly understaffed, which may have contributed to their inadequate response to the situation. The guests felt their concerns were not taken seriously, and Premier Inn's insistence on a clean record of room access did little to alleviate their worries.
In an attempt to address the situation, a spokesperson for Premier Inn stated:
“We acknowledge and apologise for the subsequent experience of how the complaint was dealt with, and as such as a gesture of goodwill we will be contacting the guest directly to arrange a refund for their stay.”