No room at the Premier Inn or no respite for the good.

My sister has recently alerted me to the good value that is Premier Inns and I had determined as a result to use them in the future.  However, since then both she and I have found them wanting. 

I booked with them for a legal journey,  had the booking confirmed, so bought my train ticket, only for Premiere Inn to cancel. 

Far worse for my sister.  She urgently needs a break from her caring responsibilities.  We checked the regulations and it is legal for someone to come in and provide respite for her and she is entitled to have respite, so four weeks ago she set the wheels in motion and booked with Premier Inn. I cancelled work and booked my train up, only for Premier Inn to cancel on the morning she was due to travel,  so there was no chance to arrange anything else.  Preparing someone who is being cared for for another person to come in is a delicate operation, needing a respite, the last thing you need is for it to be cancelled at the last minute.  Premier Inn seemed to suggest that if she was local she could stay there and have respite, but not otherwise, but we cannot find anything that says that in the regulations and why leave it so late.

Giving a refund does not cut it Premier Inn, but when one tries to complain there is no address just a feedback form.  This is not good enough.   I know you are good value and good accommodation, but where is the good service to go with these qualities.    Part of the problem is that the regulations are not clear, but as far as we could tell we were following all the regulations correctly.