A father has criticized a ‘disappointing’ Premier Inn hotel after waking up with ‘flea bites’. James Alexander traveled from York to Newcastle with his two children on December 29, opting for a stay at the chain’s Newgate Street location. The family visited the Metrocentre in the North East as 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 earlier.
During the night, James discovered several bites on his body, which he had unknowingly scratched, causing them to bleed. He suspected an allergic reaction. Upon inspection, he found insects, likely fleas, in his and his daughter’s beds, as his son also stayed in the same room.
Under Premier Inn’s Good Night Guarantee policy, guests experiencing sleep disruptions should report the issue to the 24-hour reception for resolution. However, James claimed he was asked to return later when a manager would be available.
On January 2, James lodged a formal complaint following the hotel manager’s advice. Subsequently, on January 9, after submitting photos of the bugs and bites, he was offered a partial refund of £23 as a goodwill gesture. James also mentioned his dissatisfaction with the room’s cleanliness, noting the discovery of tissues and toenails behind the bed.
While the hotel mentioned that ‘mosquitoes, spiders, and other naturally occurring bugs’ are generally outside their control unless they infest a room, James remained convinced they were fleas. He expressed his disappointment with Premier Inn’s initial response, stating that the experience had spoiled the trip with his children.
In response, Premier Inn stated that an independent inspection found no evidence of bed bugs or fleas in the room. The hotel chain apologized and confirmed a full refund for the stay.
A Premier Inn UK spokesperson stated, “We pride ourselves on cleanliness, and we regret this experience did not meet our high standards. Despite no presence of bedbugs or fleas, we acknowledge the room cleanliness was lacking and will provide a full refund for Mr. Alexander’s stay.”
