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Coronavirus (COVID-19) update

Since reopening our hotels we’ve taken extra precautions to ensure our hotels are as safe as possible and we can’t wait to welcome you back.

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If you would like to amend or cancel an existing booking, the easiest and fastest way is to use our self-service tools to manage your booking. Easy-to-follow video guides are available below.

Due to high demand, our customer call centre is currently very busy. If you have a question about an existing booking, we recommend reviewing our FAQs which includes links to the terms and conditions of our bookings on our rates page.

For the avoidance of doubt, as the situation evolves with any local/travel restrictions and government guidance, our rate conditions will still apply and we will not be offering refunds for cancellations which fall outside of the applicable t’s and c’s – there is however always the ability to amend your booking to a date within 18 months of your original booking on a like for like basis (please see the terms and conditions).

Please note, we will not be able to offer refunds for cancellations which fall outside of the terms and conditions applicable to your rate type, noting in particular the enhanced flexibility we have provided with our rates. This means unfortunately we will be unable to enter into any correspondence in this regard, regardless of the circumstance for cancellation.

However in the event the Government introduces stricter lockdown measures which makes it illegal for Premier Inn to permit you to stay at the hotel you’ve booked (for example we are only allowed to let key workers stay and you are not a key worker), we will consider refunds on a case-by-case basis. You remain responsible for your own compliance with law and you should ensure that you keep up to date with regulations and guidance applicable to you. Individual personal circumstances do not change the position under our terms and conditions, so when you book please ensure you choose the levels of flexibility which suit you. Where we cannot accept your booking due to legal requirements on us, we’ll need to contact you to cancel and refund or amend.


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How to cancel or amend your booking

Click on the links below to get all the latest information on cancelling or amending a booking online, including helpful instructional videos.

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How to cancel a booking

Want to make a new booking?

To make a new booking, please press 'Search for a hotel' above. Our three room rates give you the freedom to choose what is right for your stay - and with our Flex rate, you can even cancel up to 1pm on the day of arrival. You'll find all available rates here on

If you would like to make a booking for 5-9 rooms please call us on 0333 003 8101 (Mon-Fri 9am-5pm).

For bookings of 10 rooms or more, please visit our groups page.


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Got a question?

Here are the answers to our most common questions:

  1. Arriving and departing
  2. Car parking and directions
  3. Our rooms 

We answer a lot more questions on our FAQ pages, or if you have a hotel specific question, please select the hotel from our Hotel Directory to find out more information including reception telephone numbers.

If you want to share feedback in relation to a recent stay or other experience please complete our Feedback form and a member of the team will get back to you.

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