Jurys Inn Reviews

Rating for the hotel team: +5. A positive experience of the refund system after engaging directly with the team at Jury's Inn Eyre Street Sheffield. Lilliana and manager Leah Smith personally took charge of the situation. They were understanding and empathic which was really appreciated. Rating for Central Reservations: 1 (no option for 0 or -#) Central Reservations system is letting the hotel team down: Phone line closed at 6pm with a message saying that the line closes at 7pm. One version of the refund system described, then another, then another. Advice: book directly with the hotel and/or use credit card to have extra customer protection.

Much like previous reviews I have read I too booked a jury’s inn hotel with the option to pay upon arrival - my card was charged immediately and so, I cancelled my reservation. I emailed them with regard to my refund, they said 14 days maximum for refunds. As soon as I passed the 14 day mark I contacted them again, two emails were ignored and finally I got a response that the refund process may actually now take 90 days (despite being told multiple times it was a max of 14). The company has effectively stolen my money and I am no further forward in getting it back as they continue to ignore my emails. Do not book through them.

Booked through Booking.Com. Jurys cancelled last minute due to Covid. Fair enough. Told I'd get a refund after the booking date. Chased after it didn't arrive. Told 15 days, then 15 WORKING days, then 30, then 90, then another saying 90. With my credit card provider now. They said once a time frame is given you have to wait but they can keep giving these promises indefinitely. Don't give them the chance, claim as soon as their first promise lapses! Both companies were notorious for this long before lockdown. Avoid or say goodbye to your hard earned!

We stayed in their Edinburgh hotel that is situated rather conveniently in Old Town and close, walking distance, to everything. Price was reasonable too.
Now, the hotel is dated and not cutely and charmingly. Infrastructure is not good: corridor carpets make it difficult to wheel luggage, rooms have no outlets at the bedside, wc dark and not comfortable. We were facing the back and being awoken by the loud banging of trolleys before 8 am was a norm, and it was deafening. I didn't see a point of complaining, but the staff was very welcoming and did offer to book tables for us during Eat out to help out craze and printed online passes for attractions.

My wife is waiting for a refund from Jurys Inn after there was a fire at the hotel and she got told couldn't stay there. Had to find alternative accommodation at higher cost. Got told refund would be 15 days. It's now 30 days and been told 90 days minimum. Absolutely appalling refund process. Shouldn't take more than 10 working days for any refund. They won't call us back we have to call them at our expense too.

Booked two rooms for us and friends to go to PDC Darts in Glasgow in May. Covid pandemic saw the darts cancelled so Jury’s Inn said they would refund our monies. Despite reminder e mails, calls and assurances we would get our money soon we got no joy. We involved our agent Booking dot com who took up our case but they got no joy either despite similar promises. We spoke to Citizens Advice Consumer who recommended a process for this and other refunds we were chasing. It may just be coincidence and, if it genuinely was down to severe backlogs then we empathise, but when we gave a 14 day letter prior to court proceedings and asked for a data subject access request, amazingly our monies were immediately refunded after 100 days of no success. We go up to Glasgow a lot but we won’t be booking with this chain ever again, anywhere.

I, like a few others who have written a recent review, have had a booking cancelled by the hotel on the same day that they took a payment from my credit card. It has been over 30 days since the cancellation date, three calls to their customer service department and two calls to Booking.com and I am still no further in obtaining a refund. I will not be booking again with either company until I get back what I am owed. There are plenty of hotels around, do yourself a favour a pick another one.

They take money long before you visit hotel, having cancelled in time I was entitled to full refund, I am still waiting for refund despite having email saying I would be refunded within 10-15 days. Worst part is I cancelled jury’s inn Manchester for 1 night and booked jury’s inn Belfast for 2 nights. I will totally avoid this hotel chain despite having good time in Belfast Jury’s inn.

( JURYS INN SOUTHAMPTON )Me my family stayed over Sunday Monday left On Tuesday 9th-11th august 2020.It was my daughters 5th birthday. We were visiting peppa pig world.

I am going to be really honest about this because I believe as humans we sometimes overlook what Our fellow human being might be going through. Our first night was very difficult we experienced quite few problems. I won’t go into details as it’s not necessary. We ended up changing rooms 4 times. Within a 3 hour period on the 9th.

This is where we need to take a moment and think how the situation was handled. I believe the staff were at no fault for the problems we experienced as it was mainly maintenance faults. I could see they were really under pressure dealing with lots of issues. It was immensely hot, people were frustrated and it’s pretty normal for things to go wrong. I believe the staff and management were extremely patient well mannered and prioritised us during all these problem which was no fault of there’s. There is absolutely no
Point in getting frustrated With them because small problems occur everywhere.

I feel if i was in their position I would not be able to cope with the level of pressure they dealt with. They deserve some credit and gratitude for working so hard and handling problems. Imagine facing problems which occur out of the blue and you have never trained or prepared for it, you’d be absolutely lost. On the contrary these staff were well trained well prepared and made up for the first night of troubles we faced. I believe our stay with my little ones and wife was a good stay.

I would ask fellow guest who stay their to understand that we are humans and it’s not always the fault of a human being if general problems occur which require maintenance.

I will go back there again.I enjoyed my stay. The staff management were really good. The weather was brilliant and shops and parking were all close by.

Their food is delicious,drinks Are served well, hotel is clean tidy, location really good. Overall it’s a plus from me because I left a happy person along with my little ones.

Thank you to the staff ,management who handled everything really well.

Stay positive because we are living in a politically correct society we’re everyone wants absolutely everything for practically nothing and yet have the cheek to moan about it.

You guys were brilliant.

They took money 3 weeks before arrival (and it was a 'pay at property' reservation'). They also didn't inform me that they had taken the money. They didn't respond to 11 emails and messages and then have still not confirmed they have refunded the full amount after I cancelled it. The hotel I booked in for isn't even open! They are appalling. The service is the worst I have ever received. They say it takes 14 working days at least to refund. Answer me this; why do they take money for closed hotels anyway - when were they going to tell me they were having guests? very devious company.

Still waiting for my refund after being told first up to 60 days from cancellation then 90 days from arrival date .
That has now passed
Think i will try and claim back through my credit card
Phoned and got it sorted now been refunded I think they just ignore emails

Should have stayed with jurys inn newcastle over 90 days ago but got cancelled due to covid. Everytime I contact they make up more excuses why I can't get my refund yet. They have no intentions in refunding my money! criminal. Avoid this company!!

After waiting over 90 days since our planned stay they still will not give us a refund. Send another email to reservations we have been told again. Completely useless, will never use again.

Update... I have been on 3 calls today with customer service:
Call one: was out on hold for 25min then cut off.
Call two: was told a manager would ring back in 1 hour, (no call)
Call three: again told manager would call me within 1 hour, still nothing!!!!
My booking was cancelled on the 3rd or April 2020, this is 123 days ago.
I was extremely patient with them due to everything that has gone on, all emails polite etc... I was initially told it would be 60 days, then 90 from the cancellation, then I was told 90 days from arrival date... absolutely Joke!!!
Disgraceful customer service.
Will never book again.
£190 is owed to me.

Hotel closed due to covid in June I cancelled the stay a month before as the country was in full lockdown..no communication & no refund...absolutely disgusting customer service.I will try getting my bank to help me get my £260 back.

Update (15/8/2020.)..still no refund or communication from jury's inn

85 days after our booking was cancelled by the hotel and still no refund. How hard can it be? Reputation is everything and they have really dropped the ball with customer service.

Jury's inn on Spanish arch is very dirty😷🙄minging

Was told on the 11th of May I'd receive a refund within 60 days, Called on day 56 to check this was the case and was reassured yes I'd receive it although it hadn't yet been processed it would be. 60 days have passed - called up twice and was told they can't give me any info about the refund and I'd have to contact pai_operations email address - have sent several emails with no response.

Owe me over €400!!!! Absolutely disgraceful.

Reservation was cancelled by hotel on May 6th 2020. After requesting a refund I was told that processing the refund may take up to 60 days. After 60 days they told me the refund may take up to 90 days beginning with the date of cancellation. After 80 days I asked again and this time I was told it may take up to 90 days beginning with the date of arrival. Will start a chargeback process when the refund is not processed till the next weekend. Bad experience.

I rang them to book rooms for one of their hotels in Manchester. It cost me £10 on their 0870 number because of their incompetence. They got the price of the booking completely wrong. I had to ring a third time to get confirmation emails which contradicted what they had said verbally. The price for the 2 rooms were incorrect on the confirmation but they assured me that it was right. I asked for it in writing as their verbal assurance they couldn't do that so put me through directly to the hotel. The hotel confirmed that the price I was quoted for both rooms was for just one room, and that I would have to pay double on my arrival. I cancelled the booking and am booking with a competent and professional outfit that has actually trained staff on the phone.

Happy to take my money within a day when I was told it would be pay at hotel. When I had to cancel the room and rebook I’ve been charged the full price and told it will be 14 days for a refund.

Refuse to alter booking or cancel even though we are shielding and physically unable to leave the house. So disgusting and utterly unacceptable. This case will be taken further.

Still waiting for my Covid cancellation refund. They first said 60 days wait, now saying 90 days. Lost patiance and started a section 75 action with my credit card provider. Never book Jury's Inn again. Not trustworthy.

Have used Jurys Inn many times travelling with my daughters cheer team but having booked and paid over £300 in July 2019 I find it unacceptable that they expect to be able to retain my money for a year when the booking was cancelled due to COVID. Have chased several times by email (can't get through on the phone) yet still no joy. Next time I'll be using Premier Inn.

I can only rate on my experience, on that experience I will never use or recommend JURY INN. Since booking and cancelled stay I have heard nothing from this hotel, avoided at all cost. Hotel has been in touch after going through reservations at leonardohotels but, no refund as yet, will change review if things change.