Woman returns to Premier Inn to find luggage removed and room 'given away'

Woman returns to Premier Inn to find luggage removed and room 'given away' Dominique Oldham, from East Lothian near Edinburgh, went to Glasgow for a concert at the Hydro and was left feeling 'violated' after staying at a Premier Inn hotel A woman was left feeling unsafe after she returned to the room she'd checked into at a Premier Inn hotel to find someone else had been accommodated there. Dominique Oldham, 38, travelled to Glasgow with her cousin, Cara, for Barry Manilow's concert at the Hydro. The woman, who lives in East Lothian, to the east of Edinburgh, went out to the gig with her cousin and had a "brilliant night". This was spoiled, however, when she returned to the Premier Inn hotel at Pacific Quay, which she had booked in October, to find her room had been given to someone else. She made the discovery once she got back around 11pm on June 9 and noticed her key card no longer worked. She told Glasgow Live: "We had a brilliant time at the concert, and when we got back to the hotel, I was absolutely shattered. When I went up to my room, there was a 'do not disturb' sign on the door which I hadn't put there. "We went back down to reception, and they said they were fully booked." Dominique says she then explained that she wasn't trying to book a room, but that she had been unable to enter hers after checking in earlier that day. She added: "I told them the room number and they said 'you can't get into that room'. They then told me that my stuff wasn't in the room. "They had gone into my room while I was out, taken the belongings and put them behind reception – and given the room to someone else." Dominique was then told no manager was on shift at the time to deal with the issue and was eventually given another room in another part of the hotel. This angered her further, she explained, as she had been told no rooms were available. She said: "So it wasn't fully booked – they could've put the person [who my room was given to] in an empty room. "I got given a different room which was ages away from my cousin, and was worse than the room I was in before." The ordeal left Dominique feeling "violated". She explained: "I went from being completely relaxed and having a great time to being so angry. I just felt violated. "How did they know that I wasn't lying in that room? It means that they can just walk into your room while you're in there. I didn't feel safe at all." The woman also checked none of her belongings were missing and couldn't sleep that night. Dominique says she sent a formal complaint to the hotel on June 14 but has yet to hear back. She added: "I was very upset and stressed, and they've just completely ignored my complaint. It just makes me feel even worse. I don't feel able to go back and use their hotels again." After GlasgowLive contacted Premier Inn for comment, a spokesperson for the company apologised and offered Dominique a full refund. They said: "We’re really sorry for this issue which was unfortunately caused by an isolated case of team member error during the check in process. "We’ve contacted the guest directly to refund the room in full and offer a complimentary stay at a hotel of her choice. We do hope to welcome the guest back soon."