A woman was left feeling uneasy when she discovered that her room at a Premier Inn hotel in Glasgow had been given to another guest. Dominique Oldham, 38, had traveled to Glasgow with her cousin for a concert at the Hydro. Despite enjoying the event, her experience was marred upon returning to the Pacific Quay hotel, where she found out her room had been reassigned to someone else.
On the night of June 9, after returning from the concert, Dominique realized her key card no longer worked, indicating a change in room status. She recounted her shock at finding a “do not disturb” sign on the door, which she had not placed there. When she approached the reception, she was informed that the hotel was fully booked, even though she had already checked in earlier that day.
After explaining the situation, Dominique was told that her belongings had been removed from the room in her absence and that the room had been given to another guest. Despite her frustration, the hotel staff could not find a suitable resolution immediately due to the absence of a manager on duty. Eventually, she was allocated a different room but was dissatisfied with the new arrangement, feeling further inconvenienced.
The incident left Dominique feeling violated and unsafe, questioning the hotel’s security protocols. Although none of her possessions were missing, she could not rest that night after the unsettling experience. Despite lodging a formal complaint to the hotel on June 14, she expressed disappointment at the lack of response.
Following intervention by GlasgowLive, Premier Inn issued an apology and offered Dominique a full refund for the inconvenience caused by a staff error during check-in. They also extended a complimentary stay at a hotel of her choice to make amends and expressed a desire to welcome her back in the future.