A PREMIER INN guest claims she was left humiliated when she was given a ‘bucket in a bath’ to use because the toilet in her room did not work at a packed hotel.
Horrified Terri Elder was staying at one of the chain’s hotels in Inverness, Scotland on Thursday evening for work and claims that she was given a room without a working toilet.
Terri said it was ‘concerning’ that the room had been allocated to her without proper amenities.
Instead of a working toilet, Terri, from Edinburgh, said she was offered a bucket to use overnight, the option to use a staff toilet one floor away or to move hotels.
A spokesperson from Premier Inn said they were unaware that the toilet was not working when Terri was allocated the room.
After apologising for the inconvenience, they claimed the bucket was only provided to help flush the toilet and as a last resort.
In her initial complaint, Terri, a supermarket area manager, said: “Absolutely delighted to be away from my family tonight for work.
“Thank you for providing me with this luxury toilet. Bucket in a bath. How humiliating.”
After being asked for more details of her experience by Premier Inn, she said: “My toilet in my room is broken. It was when I arrived. The hotel is full.
“A maintenance man came and could not fix it. The assistant manager I spoke to seemed to know there was an issue with my toilet though, which is concerning then why they would give the room out.
“I have been offered the bucket, to use a staff toilet one floor away or to maybe move hotels (which was suggested then I was told though they’d all be full due to an event on in town).
“I had wine with dinner so can’t drive to another hotel anyway.
“Surely you cannot accept customers being left all night without the use of a working toilet in their room?”
Since beginning the complaint, Terri has had a full refund for her unpleasant experience at the hotel.
In repose to her claims, a Premier Inn spokesperson said: “We are sorry that Ms Elder did not have a positive experience when staying with us last week.
“We were unaware the toilet did not flush when Ms Elder checked in and did everything we could to fix it once we were made aware.
“We also offered a paid taxi to an alternative hotel or use of our staff toilets, as soon as we realised the problem could not be fixed immediately out of hours.
MOST READ IN NEWS
“The bucket for flushing the toilet was provided as a temporary measure and last resort overnight.
“We have apologised to Ms Elder directly, have refunded her stay and provided a goodwill gesture by the way of an apology for the inconvenience caused.”
We pay for your stories! Do you have a story for The Sun Online news team? Email us at firstname.lastname@example.org or call 0207 782 4368. You can WhatsApp us on 07810 791 502. We pay for videos too. Click here to upload yours.