Whitbread

Good company..

Whitbread & their companies Premier Inn and Beefeater do not even deserve one star.
All their mission statements & promises have no substance.
You would have great trouble finding a more unhelpful, unprofessional & just plain awful group of companies.
The icing on the cake is the 'guest relations department'. An utterly unhelpful entity that will not take responsibility for their companies mistakes or failings.

Stayed at Southampton town center premier inn 1st may ,room good did meal deal all was fine until we paid ,because it came up as pending we were completely hounded by member of restaurant staff she wanted to look at our bank account on phone ,kept telling her it was pending ,even rang us when we were out for a walk then she came up to us at reception ,we went to our room to go to bed she even came knocking on the door and wanted us to pay again .I’ve never come across anything like this ,we’ve rung e.mailed and written but no one seems to care saying that the restaurant is nothing to do with premier inn

Lovely office and great place to work in! Really enjoying my team and how I’m treated here ♥️

The Farmhouse Beefeater is 100% quality and great service, I seriously enjoyed the meal and the great friendliness from Lynne and her work colleagues. Thank you and I'll see you soon. 😁

I would avoid "The Beefeeter Grapes" in Hayes! The manager apparently states his name is "Aaron" dresses like a student and is very sarcastic and rude! He encourages anti social behaviour, and allows his staff to ignore and be passive aggressive towards the customer who complain or even ask simple questions. One young waitress who has fillers in her lips is extremely rude, aggressive and publicly humiliate customer by screaming out they are being rude! The food was late by 45 luke warm. They stopped serving us and ignored us at we settled the bill.the behaviour could be deemed as racist as we were the only Indians n the restaurant. Beefeater prides in their customer service, but this was some next level of behaviour. All they needed was an asbo. It's shame as this is my local and we have been going there for years! When it reopened we couldn't wait to go! Wish we hadn't, as we couldn't eat the food as we were all upset, and left hungry and thirsty and we paid full price. He restaurant has gone downmarket. Please bring back the old staff who were amazing! These new youngsters have no clue about customer service! Makes me think if the good reviews are fake!
If you want to be abused by thugs and ganged up upon, flthen is is a place to eat at.

Made a complaint about an atrocious special night out with my family being spoilt by the service, delays and forgotten orders. (When we finally left 4 of the group hadn't had their mains.) The original response came back thanking me for my feedback!!! Requested they review as a COCOMPLAINT. This is what I got as a reply -----

Further to your latest contact, we are sorry for any further disappointment caused.
Rest assured that we do appreciate and empathise with the reasons for your request. However, we advise guests to speak to the restaurant team at the time rather than later. The restaurant team would've resolved the issues at the time.
We can confirm that this matter has been fully reviewed by our management team and the decision previously advised still stands.
At this time, we can confirm that this is our final resolution in this matter and we will not be corresponding further. We now consider this case closed.

If your considering a nice meal out keep clear of the Whitbread group.

I am very disappointed to leave this review, but Alison Brittain and the Whitbread Customer Service Team gave me little option.

I recently wrote to Ms Brittain to advise her that based on my experience :

a)Premier Inn appears to MIS-SELL rooms on their website
b)Doesn’t honour the widely publicised Good Night Guarantee and is therefore, most likely in BREACH OF CONTRACT.

The issue in a nutshell, was I had requested and thought I had booked a Twin room. On arrival at the hotel we were allocated a small double which made for a very uncomfortable and unpleasant night. To make matters worse Premier Inn then refused to honour their Good Night Guarantee, by giving a reason that was (a) not true and (b) not in the terms and conditions.

Such a pity that Ms Brittain and Whitbread appear to have forgotten that good customer service makes great companies. While I have chosen to rest easy and not take the matter through the courts, Whitbread may want to review their approach to service before it’s too late.