PREMIER Inn customers are fuming after being told they must pay an
extra £10 for checking in just two minutes early.
The hotel giant introduced a new "early check in service" charge last
month for those who want to access their rooms between 11am and 3pm.
But holidaymakers have complained the policy is causing unnecessarily long queues in extreme heat in the run-up to 3pm, while staff idle behind the counter.
One moaned on Twitter: "Your new policy of refusing to check in people at 2.58 pm unless they pay £10 is a joke!
"I'll wait til 3pm and not be ripped off thanks...approximately 40 people now in a sweaty lobby waiting to check in whilst staff play on their phones?"
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Another complained: "@premierinn charging £10 early check in fee when arriving 14:45 for a 15:00 check-in whilst travelling on a boiling
train and in the heat, really is it too much to ask to be allowed in
our rooms 15mins early? Over 20 couples waiting!"
And a third, who used a Premier Inn "Hub" hotel - which offers smaller
rooms, added: "Awful customer service at hub by @premierinn
yesterday. Charged £10 to check us in 11 mins early - 11 minutes!"
Another fumed on Facebook: "This is a disgrace and underhand
profiteering so I will never book with them again."
A spokesperson for Premier Inn said: "As the UK’s most popular hotel brand [according to YouGov], we’re always looking for ways to improve the experience for our guests and so in direct response to feedback we’ve introduced the opportunity to check into our rooms up to four hours early for just £10.
"With limited rooms available, this charge – which is in-line with that of peers – allows guests to access their rooms early where they are available in a way that’s fair to all.
"Whilst we are aware of some complaints on social media, overall, our guest insight reveals that response to the change has been positive.
"For early arrivals who do not wish to pay to check in early, our team members are more than happy to securely store any luggage free of charge."
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