Exclusive:
Francesca Fattore made two formal complaints about the rodent but staff failed to respond for seven days – and only issued a refund after she shared the clip on social media
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A Premier Inn guest had the fright of her life when a mouse scurried across her head in the night.
Francesca Fattore, 44, was staying at the chain’s Eastbourne Polegate branch when she was woken by the rodent. Footage then shows the pest crawling over her backpack and shoes before making its way across a radiator and up the curtains.
She told us: “It was terrifying, I was fast asleep and suddenly felt tiny feet. I thought it was my kitten at first but as I came around I realised I wasn’t at home, so switched the light on and it [the mouse] jumped off the bed and started running around the room – I’ve never seen anything like it.”
Francesca, who was visiting the East Sussex seaside town for a work meeting, shared the clip with the manager and made two formal complaints. She received a response last night after seven days but says staff only offered to refund her £73 booking after she shared the clip on TikTok.
She continued: “I feel the way Premier Inn has dealt with this is awful. When I spoke to the manager at the hotel he asked me if I could have brought it with me in my bag!
“He made no effort to speak to anyone about it or even offer me a free breakfast after telling him I had a two-and-a-half hour drive home. Something like this should be dealt with as a matter of urgency, it shouldn’t take a video on social media to make them act.”
The incident comes days after Premier Inn bosses predicted £300 million profits and promised shareholders a bumper £2 billion.
The chain, owned by Whitbread, is the UK’s largest hotel brand with more than 800 hotels.
Premier Inn was approached for comment.