Booked a room at the Premier Inn EMA as flying on holiday, booked room on website and payment taken, but did not get a reservation number, called hotel and guest reservations over twenty times over 6 hours before someone finally answered, lady said she couldn’t see a booking and no money should have been taken, said manager would contact me first thing in the morning, they never did, finally got through to manager, they confirmed no room booked even though money was taken from my account, said I had to call guest services, told her nobody answered, didn’t really care as not her problem. No email contact at customer service, booked another room, that one went ok, when got to hotel, discussed issue with them, showed them both transactions, still refused to refund money even though bank app shows it’s the hotel on the payment details, now trying to get claim back through bank, very poor customer service and very unhelpful IMO!