A father has described a family trip as 'ruined' after he claims he woke up covered in flea bites during a stay at a Premier Inn hotel in Newcastle.
A Post-Christmas Treat Turns Sour
James Alexander, 43, travelled from York to Newcastle with his two children on 29 December for a day out at the Metrocentre. The family booked a one-night stay at the Premier Inn on Newgate Street, near The Gate, a hotel they had used just a year before.
However, the visit took a distressing turn in the early hours of the morning. James awoke to find multiple bites on his body, which he had scratched until they bled in his sleep. He believes he suffered an allergic reaction to the bites.
Insects Found and Cleanliness Concerns
Upon inspecting the room, James alleges he discovered insects, which he suspects were fleas, in both his own bed and that of his nine-year-old daughter. His 12-year-old son was also staying in the room.
James also criticised the general state of the accommodation, claiming he found used tissues and toenails behind the bed, which he labelled as evidence of 'poor' cleanliness.
Under Premier Inn's Good Night Guarantee, guests are advised to report any sleep disruption to the 24-hour reception for immediate assistance. James alleges that when he tried to report the issue, he was told to return later when a manager would be present.
Complaint and Refund Dispute
James lodged a formal complaint on 2 January after a manager advised him to do so. He later submitted photographs of the bugs and his bites. On 9 January, the hotel chain initially offered him a partial refund of £23 as a 'good will' gesture, which he found unsatisfactory.
James told Chronicle Live: "Premier Inn initially refused to honour their Good Night Guarantee, and this experience ruined the trip I arranged with my young children." He added, "Finding used tissues and cut toe nails on the floor and flea-infested rooms is unacceptable."
He stated that he was informed by the hotel that "mosquitoes, spiders and other naturally occurring bugs" are "largely outside of our control" unless a full infestation occurs, but he remains convinced the culprits were fleas.
Hotel's Response and Apology
In response, a spokesperson for Premier Inn UK said an independent supplier had conducted a thorough inspection and found no evidence of bed bugs in the room in question.
Nevertheless, the company issued an apology. The spokesperson said: "At Premier Inn we pride ourselves on our excellent standards of cleanliness and we are sorry this experience didn't meet the high standards our guests rightly expect."
They continued: "Despite a thorough inspection... we appreciate the overall room cleanliness of the room was lacking and as such we will be providing a full refund for the cost of Mr Alexander's room."
