Basil Faulty was in charge

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Premier Inn
★★★☆☆
3.2
54.0% of users recommend this
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Yuwono's review of Premier Inn

“Basil Faulty was in charge”

★☆☆☆☆

written by Yuwono on 03/12/2023

We've contacted Premier Inn THREE times through their online complaint form. No response, no acknowledgment after 2 months.
Stayed at P Inn Hamburg St Pauli on Oct 9th. We informed front desk our room’s bathroom basin plug was broken and were given only one tea-bag. Later my husband informed the same staff the restaurant’s toilet wall had faeces on it, the toilet paper holder was dangerously broken and had no paper towels. They deflected his concern saying it was a house cleaning issue. He restated his concern but was ignored. They clearly did not understand the urgency. My husband turned to me saying “their reporting system is stupid.” (My husband told them he had previously worked front desk and hotel managerial roles.) We left to do laundry and upon returning to the hotel later found we couldn’t enter our room because staff had ejected us without warning or discussion. Our son had been left without any access to the room in our absence. This was an egregious disregard for health and safety.
We asked the staff why and my husband was falsely accused of saying the staff were stupid. We tried to explain that was not said but they were resolute and continually interrupted. We both teach English at university. Premier’s staff do not have English as a first language. Who’s more likely to misunderstand?
We asked to speak to the manager and my husband asked him if it were normal practice to eject guests without enquiry. He slammed the phone down. I requested I speak again to him to explain there had been a language misunderstanding, the comment was about the system not the staff. All he said was, “Our business ends here. You have 1 hour to vacate. You can move to a 5-star hotel.” He hung up.
We tried again to explain to staff they had misunderstood but they smiled smugly and ignored us. A third employee began waving her arms in front of us, shouting “Hullo! Hullo!” She then told my husband, “Shut up! Shut up!”
We’ve never experienced such unprofessional and abusive treatment like this.
My husband has a severe physical disability and the pain on his body to quickly pack and not rest after going out was extremely stressful.
The only thing missing was Mr Basil Fawlty, though he comes very close.
Never stay in this chain!

  • Hamburg St Pauli

    Location of Hotel

  • 9th October

    Date of stay

  • Accommodation

  • Customer Service

  • Facilities

  • Location

  • Value For Money

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