Premier inn complaint

Posted 18th Nov 2023

Could anyone tell me please who I write to, to complain about the service as a whole. Long story very short .
I stayed in a premier Inn back in August and had to claim on the good night sleep guarantee. After countless emails to and from their escalations department and head office (the CEO or managing director not once replied mind) they agreed to give me one nights refund which was fair. Thing is that was supposed to have been given in 14 days. This hasn't happened and I've had it up to here with them. I don't know who to go to now though. I've already gone to the top. Is there an ombudsman or something that I can go back to them with to finally get some closure. I don't want to draw this out even longer especially after they've agreed to reimburse me.

Thanks guys and gals.

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18th Nov
Even if its 14 days from the 5th, day 1 is the 6th, day 2 is the 7th etc etc.
So day 14 would be the 19th. As today is the 18th you still have a day to go.
As the 19th is a Sunday, it will be the following day, so monday 20th.
That is if its 14 days not 14 working days.
Author
18th Nov
Yes, I completely understand this....but my point is how long theyve taken to doing things so far, doesn't instil much confidence that the refund is going to come to fruition...... which is the reason I asked the question if anyone knew what to do next......so I can prepare for the inevitable eventuality that I won't get what they'd said they'd do. Appreciate you taking the time to reply to me tho buddy. Thank you
18th Nov
How long since they agreed to refund? (edited)
Author
18th Nov
The 5th November......so 14 days have now gone.....and in my experience whenever you get a refund from anywhere......they stipulate an end date to cover themselves but it never ever takes that long. I don't hold much hope sadly.
18th Nov
premierinn.com/gb/…tml

It says refunds are usually done within 7 days.
Author
18th Nov
Well therein lies the issue. Initially they gave me a £25 voucher for their eaterie. When I complained and said im going to take it further(even tho I didn't know how I was going to take it further) they then said they'll give me a partial refund in 14 days......but I stayed with them on the 22nd if August. It's only on the 5th November that they acknowledged the refund. So.... another waiting game. So frustrating. I'm sure they want me to relent but I can't . I just don't know what to do to get what I believe I'm owed.
18th Nov
citizensadvice.org.uk
Is always a good place to start if you've reached the end of the road with a consumer complaint.
2 m ago
My refund for a simple flexi book cancellation, took several emails, over hour on phone bounced between departments. Finally got refund after 6 weeks. Apparently the norm for a refund is at least 28 days now