Premier Inn Sunderland A19/A1231 hotel — Hotel in Sunderland

I stayed here on the 15th May. A week later I received a £100 parking find despite the fact that I registered my vehicle at the check in desk. Rang up so-called "guest relations" at Premier Inn they said "nothing we can do about it" because the car park is managed by Park Maven. No phone number ANYWHERE in the letter or online for ParkMaven - they seem super shady to me. I'm surprised that Premier Inn is dealing with an outfit like this. My accommodation contract was with Premier Inn, and on the website they say parking is free. I did not overstay - in fact I was parked there for only 10 hours. They cannot wash their hands of this. Really disappointed that I will now end up paying more for parking that I did for accommodation. As a long-standing customer of Premier Inn I am very disappointed by their handling of this.

20250606 Update Good News: Since I wrote the review above the branch manager has been in touch. She was apologetic and resolved the issue efficiently and quickly.

Bad News: I received a woeful response from so-called "Guest relations" so all in all I still feel that the central guest relations response was terrible. In case they are reading this here is a little bit of advise on how this should have logically been handled. Customer rings up to tell you about incorrect parking fine being issued You validate on the central booking system that they did in fact stay there, and ask for their registration number and perhaps (although this seems like unnecessary faff to me) the parking fine number You take the customer phone number, apologise for the error and ask if they would like confirmation when the fine is cancelled and if so ask where/how this should be sent if you don't have direct access to the parking fine system then YOU contact the branch and ask them to cancel the fine and contact the customer using the details they provided

You DO NOT wash your hands of it as per the response below - this is NOT "customer support" - this is customer annoyance and frustration.

Here is the response so you can read it and make up your own minds if this is reasonable.

I am sorry to hear that you received a car parking fine form a third party operator following your stay at this location. I fully appreciate your frustration about this incident as we do advise on our website that the on0sice [sic] car park at this location is fee of charge.

Please be advised that the use of car park facility is not a subject of your contact with Premier Inn. We provided you accommodation service as per the agreement and informed you of car park facilities at this location. The car park is operated by a third party operator. They do display the terms of use of this facility across the car park which state that by parking at this location, you enter into a contract with the said operator. If any terms of use of this facility has been breach, the operator is in position to issue you a fine.

We are deeply sorry if you received this fine despite you registered your vehicle upon your arrival to the hotel. As this has not been issued by Premier Inn, we advise to dispute the charge with the operator. Alternatively, we can suggest you do contact the team at the hotel directly and ask them to mitigate between yourself the operator. The [sic] can be contacted using the following email address Sunderland.PI@premierinn.com.

Unfortunately, Guest Support have no access to the car parking system at this location and this isn't something we can help you with.

We are also unable to provide you with explanation how the fine was raised and if the vehicle was registered correctly in the operator's system. Those questions should be directed to the car park operator who issued the fine.

I have shared your feedback with the Management team at the hotel, so they are aware.

Thank you again for taking the time to share you experience with Premier Inn, I do hope we can welcome you back in...

I would like to say it could be worse, and of course it could have been

We stayed here a couple of times and none of them were event free

1st time we were ground floor car park side. Lovely big room unfortunately the people in the upstairs room seemed to be having a bowling ball dropping competition. Reception was informed and it carried on for about 1 hour after we heard them ask what was going on Then it was Thud Thud as they constantly walked from one side of their room to the other

2nd time we were upstairs on the road side Decent size room, in need of some attention My wife, who is hard of hearing, thought the window was open with all the road noise, it wasn't on the first night the bathroom extractor fan was on constantly even with the room key out the power slot 2nd night the extractor fan was revving like a Formula one car.

Needless to say both stays resulted in disturbed sleep.

I did follow the tedious links on the web page for their Good Night sleep guarantee detailing the above only to receive a reply Were sorry your stay was disturbed, please remember reception is manned 24 hours and to report any issues with them. I am guessing that the guarantee for a good night sleep has a lot of get our clauses

The car park fills up with Vans. Each van is larger than the space so a lot of spaces are un usable, even the Electric Vehicle charging points were occupied by vans. Many of the cars had to be parked the other side of the attached Brewers Fayre. The pub and the hotel have a tablet to enter your vehicle reg in, not sure if you put it in the hotel you still have to put it in the pub one if you have to park around there

The attached Brewers Fayre These guys struggled to provide a simple bar service Beers not available, 45mins - 1 hour wait on food. as there was a group of us we ordered our food and it was delivered then we were told for the meals with Bacon, there is no bacon after the food was delivered to the table

Promptly at 21:45 a bell was rang, thinking nothing of it as google said the bar was open until 23:00 on that day we carried on socialising. 22:05 we were approached by a member of staff and told we had to go now as they were shut. I counted 17 people leaving through the door to the hotel and a few more left to the car park Breakfast was adequate. The Orange Juice was...

On my recent trip to the UK from BC Canada we travelled up from the South to visit a relative in Castletown I did not feel the need to pre book anywhere....unfortunately we could not find a room anywhere.....finally at the end of our tether we tried the the Premier Inn Castletown...they were also full The receptionist Janice...phoned around and found us another Premier Inn a drive away in Washington...she instructed us to go in to the restaurant and eat as she would finish her shift in about half hour....she came and told us to follow her to the hotel...she then assisted us to book in and took our cases to our room In all my years travelling (i am 81)I have never met such an Angel who would go to such lenghs to assist two people who definately needed help. she had gone out of her way as she had a further twenty minutes drive in awful rain ... I sincerely hope the management recognizes what a gem they have working for them ...we have always used Premier Inns and been treated well ....but Janice went way above and beyond Thank You Janice. x Bob Price Theresa Hansen Vancouver...