This is part of my letter of complaint...
Having returned from your recently built hotel I can without doubt tell you it has been the worst experience in a lifetime working at the highest level in Yorkshire in the Travel Industry.
We stayed at the Premier Inn Norwich for the following 2 nights. Premier Inn are similar to yourselves in being classed as budget hotel chain. However the budget tag only applies to you and in fact you go out of your way to emphasise to your customers that they are staying in budget accommodation whereas Premier go out of their way to provide a much better experience.
When checking out we were asked by a young lady at reception if we had enjoyed our stay I explained why we had not and within 30 seconds of listening she offered us a full refund. I rejected this because I want your views concerning the vast differences between Premier Inn and yourselves….bearing in mind that on this occasion (both hotels booked on same day) Premier were £15.80 per night cheaper or 23% cheaper.
However my principle complaint is that you deliver budget product at budget prices whereas one of you main competitors does not. You surely cannot be satisfied with this. Moreover you surely do test market your competitors so you can only confirm that my observations are correct.
See comments re breakfast belowMore
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