A father has criticized a ‘unacceptable’ Premier Inn hotel after waking up with ‘flea bites’. James Alexander traveled from York to Newcastle with his two children on December 29 and chose to stay at the hotel chain’s Newgate Street branch for a night. The family visited the North East for a post-Christmas outing at the Metrocentre and settled into their accommodation near The Gate, where they had stayed a year earlier.
During the early morning hours, James discovered multiple bites on his body, which he had unknowingly scratched, causing them to bleed while asleep. He suspects he had an allergic reaction. Upon closer examination, the 43-year-old found insects, which he believes were fleas, in both his and his nine-year-old daughter’s bed, with his 12-year-old son also in the room.
According to Premier Inn’s Good Night Guarantee policy, guests experiencing disrupted sleep should report the issue to the reception team, available around the clock, to address the problem. However, James claims he was instructed to return later when a manager would be present.
On January 2, James filed an official complaint after guidance from the hotel manager. Subsequently, on January 9, after submitting photos of the bugs and bites, he was initially offered a £23 partial refund as a ‘goodwill’ gesture. James also expressed dissatisfaction with the room’s cleanliness, noting the discovery of tissues and toenails behind the bed.
He was informed that “mosquitoes, spiders, and other naturally occurring bugs” are generally beyond their control unless there is an infestation, but he remains convinced the culprits were fleas. In a statement to Chronicle Live, James expressed disappointment with Premier Inn’s handling of the situation, stating that the experience had marred his trip with his children. Premier Inn responded by stating that an independent inspection found no evidence of bed bugs in the room. Despite this, the hotel chain issued an apology and confirmed a full refund for James.
A spokesperson for Premier Inn UK acknowledged the lapse in cleanliness and reiterated the brand’s commitment to high standards of cleanliness, expressing regret that the experience did not meet the guests’ expectations.
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