A father has criticized a ‘unacceptable’ Premier Inn hotel after waking up with ‘flea bites’. James Alexander traveled with his two children from York to Newcastle on December 29 and chose to stay at the hotel chain’s Newgate Street branch for a day out at the Metrocentre. During their one-night stay near The Gate, James woke up in the early hours to discover multiple bites on his body, which he had unknowingly scratched, causing them to bleed. He suspected an allergic reaction.
Upon investigating, James found insects, possibly fleas, in both his and his nine-year-old daughter’s bed, with his 12-year-old son also in the room. Despite Premier Inn’s Good Night Guarantee, requiring guests to report sleep disruptions, James claimed he was told to come back when a manager was available.
After lodging an official complaint on January 2 and submitting photos of the bugs and bites on January 9, James was initially offered a £23 partial refund as a gesture of goodwill. He also raised concerns about the overall cleanliness of the room, mentioning tissues and toenails found behind the bed.
Premier Inn responded by stating that an independent inspection found no evidence of bed bugs or fleas in the room. The hotel chain apologized and promised a full refund. A Premier Inn UK spokesperson expressed regret for failing to meet cleanliness standards and assured a full refund for Mr. Alexander’s room.
In a statement to the media, James expressed disappointment with the hotel’s cleanliness and handling of the situation, emphasizing that the experience had marred the trip with his children. Despite the hotel’s claims about bugs being outside their control, he remained convinced that fleas were the issue.