This morning I had an 8am meeting in London. Knowing how difficult it can be to get in to the City and be on time for an 8am start (when you are not a regular commuter) I decided to look for a cheap hotel. I found the Premiere Inn at County Hall complete with a magnificent view of the London Eye. I checked in around 8:30pm, had a quick drink at the bar and then retired to my room.
The room was a chilly 17 Celsius so I cranked up the thermostat, did a little work and then retired to bed. Unfortunately the small heater in the room wasn’t enough to combat the force of the draft coming in through the window. Still I persevered, hoping the room would warm up.
When the alarm went off at 6:15am the room was still south of 20 Celsius.
On checkout, I happened to mention the problem and said I wasn’t particularly comfortable as a result. Premiere Inn’s Comfort Guarantee kicked in and without further question I was given an immediate 100% refund on my room.
I walked away a completely satisfied customer. I am now determined to use Premiere Inns as my first choice for a hotel. Why would I go anywhere else?
Most consumer facing businesses would do well to learn from this lesson!