A father expressed strong disapproval towards a Premier Inn hotel after waking up with numerous ‘flea bites.’ James Alexander traveled from York to Newcastle with his two children on December 29, opting to stay at the Premier Inn’s Newgate Street location. The family visited the Metrocentre in the North East for a post-Christmas outing and settled in for a one-night stay at the hotel near The Gate, a place they had visited a year prior.
During the early morning hours, James discovered bites on his body, which he had unintentionally scratched, causing them to bleed. He suspected an allergic reaction. Upon inspection, he found insects, possibly fleas, in his and his daughter’s bed, while his son also shared the room.
According to Premier Inn’s Good Night Guarantee policy, guests experiencing sleep disturbances should report the issue to the reception team for resolution. However, James claimed he was advised to return later to speak with a manager.
On January 2, James filed an official complaint following the hotel manager’s recommendation. Subsequently, on January 9, after providing photos of the bugs and bites, he was initially offered a £23 partial refund as a goodwill gesture. James also criticized the room’s cleanliness, mentioning the discovery of tissues and toenails.
Although the hotel mentioned that issues like mosquitoes and spiders are beyond their control unless there is an infestation, James remained convinced that the insects were fleas. He voiced his disappointment with the hotel’s service and cleanliness, stating that it ruined the trip with his children. Premier Inn responded by conducting an inspection that found no evidence of bed bugs or fleas and assured a full refund.
A spokesperson for Premier Inn UK expressed regret for not meeting the guests’ cleanliness expectations and confirmed the provision of a full refund for Mr. Alexander’s room.