Dominique Oldham, 38, returned to her Premier Inn room at Pacific Quay in Glasgow on June 9 after a Barry Manilow concert at the OVO Hydro to find herself locked out. Her belongings had been removed to allow another guest access.
Key card failed at 11pm
Oldham and her cousin Cara had booked separate rooms at the hotel and got ready before attending the concert. When they returned around 11pm, her key card no longer worked. She noticed a 'Do Not Disturb' sign on the door that she had not placed there.
At reception, staff initially told her the hotel was fully booked. She explained she was not trying to book a room but could not get back into hers. When she gave the room number, staff said, 'You can't get into that room,' and told her her belongings had been taken out and placed behind reception, with the room given to someone else.
No manager on duty
Oldham was told there was no manager on duty to handle the situation. She was eventually given another room elsewhere, which she described as worse and far from her cousin. She said the experience made her feel uncomfortable and unsafe.
"I went from being completely relaxed and having a great time to being so angry. I just felt violated," she said. "How did they know I wasn't lying in that room? It means they can just walk into your room while you're in there. I didn't feel safe at all."
Complaint and response
Oldham submitted a formal complaint to the hotel on June 14 but said she did not receive a response. After being contacted for comment, a Premier Inn spokesperson apologised, calling it "an isolated case of team member error during the check-in process." They said Oldham had been offered a full refund and a complimentary stay at a hotel of her choice. "We do hope to welcome the guest back soon," the spokesperson added.
