Coronavirus (COVID-19): Premier Inn update and your FAQs answered

Following the Government advice on COVID-19, we have temporarily closed the majority of our Premier Inn, hub and Zip hotels. 34 hotels are currently open for sale for the exclusive use of key workers. We also have groups staying with us in a number of other locations. The remaining hotels have been removed for bookings, up to and including 30th April 2020. We will continue to review the support required on an ongoing basis and will provide updates on this page.

For bookings for stays from 24th March – 14th April

In order to comply with the latest Government guidelines if you have a stay in this period, regardless of rate type, we instruct you to cancel your booking online
For instructions on how to cancel see below.

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For bookings for stays from 15th April – 31st May

Based on the latest Government advice we will now be providing customers an opportunity to cancel their Non-Flex or Semi-Flex booking and obtain a full refund. At this stage, this only applies to customers whose stay is due to commence between 19th March 2020 and 31st May 2020. The booking must be cancelled by 23:59 the day prior to arrival.

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Alternatively, we have made some temporary amendments to our terms and conditions for guests with existing bookings at Premier Inn, hub and ZIP up to 31st May 2020 who wish to amend their booking. These changes apply to any Non-Flex or Semi-Flex booking allowing you to change your arrival date by re-booking online. Amendments are subject to availability and price and must be on a like-for-like basis. Like-for-like means the same rate type, same hotel, same number of rooms and the same stay duration. Any cancellations or amends can be made by visiting www.premierinn.com and clicking on ‘Mange Booking’ at the top of the page.


To protect the safety of our team members, we have decided to close our phone lines. Please do not call any Premier Inn phone numbers as your call will not be answered. 

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For bookings after the 31st May 2020

We have also made some temporary amendments to our terms and conditions for existing bookings at Premier Inn, hub and ZIP after 31st May 2020. These changes apply to any Non-Flex or Semi-Flex booking that you may wish to amend, allowing you to change your arrival date by re-booking online.

Amendments are subject to availability and must be on a like-for-like basis. Like-for-like means the same rate type, same hotel, same number of rooms and the same stay duration.

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Flex rate bookings 
Our Flex Rate provides you with the most flexible options for your booking. It allows you to cancel up to 1pm on the date of arrival. If you do cancel you will not be charged. If you have pre-paid you will be refunded. To cancel you can visit the ‘Manage Booking’ section on the premierinn.com homepage.

How to cancel or amend your booking:
Please see below for information on how you can cancel or amend any existing booking in line with our temporary terms and conditions. We ask you to note that these conditions are subject to change and may be withdrawn at a future date.

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To cancel your Premier Inn booking simply:

  1. Click ‘Manage booking’ at the top of the page
  2. Enter your Booking Reference number, (this can be found on your booking confirmation email), Surname and Arrival Date.
  3. Click ‘Cancel’
  4. Confirm changes
  5. Receive new confirmation email
  6. We will endeavour to process your refund within 30 days from the date of cancellation
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Video explaining how to cancel a Premier Inn room booking

To amend your Premier Inn booking simply:

  1. Click ‘Manage booking’ at the top of the page
  2. Enter your Booking Reference number, (this can be found on your booking confirmation email), Surname and Arrival Date.
  3. Click ‘Amend’
  4. Change your arrival date (subject to availability)
  5. Confirm changes
  6. Receive new confirmation email
  7. For any price adjustments pertaining to your new booking:
    (a) We will endeavour to process any partial refund within 30 days from the date of amendment
    (b) any additional payment will be payable on arrival across our all brands including Premier Inn, hub and ZIP.
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Video explaining how to amend a Premier Inn room booking

Update on our restaurants and food offering

Following the recent, updated government advice on social distancing, we have taken the difficult decision to temporarily close our in-house restaurants & bars (Thyme, Kitchen, Café Bar, hub Proven Dough and Lounge/Bar, ZIP) plus adjoining Brewers Fayre, Beefeater, Table Table, Whitbread Inns, Bar + Block  and Cookhouse + Pub restaurants, commencing Friday 20th March at 11pm. All of our Premier Inn hotels will remain open.

 

If you have purchased a pre-paid 'meal deal' or breakfast, this will be refunded on arrival when you check-in. If you decide not to stay with us, pre-paid meal deals and breakfasts will be refunded as part of this process.

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FAQs | Important information about COVID-19 and your booking

  • My event has been cancelled and I don’t know when it will take place again. What should I do?

    If you have booked on a Flex or Semi-Flexi rate (and the event is more than 14 days away), then you can cancel your booking in line with our standard cancellation policy.

    If you have booked on a Non-Flex rate, we are now allowing the following:

    • for bookings for stays between 19th March 2020 – 31st May 2020 you can either cancel or amend your booking in line with our temporary policy changes;
    • for bookings for stays from 1 June 2020 you can amend your booking in line with our temporary policy changes. Any cancellations or amends can be made by visiting www.premierinn.com and clicking on ‘Find Booking’ at the top of the page.
  • I can’t get a Non-Flex Booking for the date that the event has been rearranged to/ my event is now more than 270 days from the original booking

    Due to the current exceptional circumstances, we are changing the terms and conditions of our Non-Flex rooms to help as many people fulfil their trip as possible though we recognise unfortunately this won’t help absolutely everyone impacted. Availability is subject to demand.

  • Why is the new price more expensive than my original booking?

    Our prices are subject to demand and availability.  We’re working hard to help as many people impacted as possible and have temporarily updated our conditions to reflect this.

  • Why can’t I get a refund for my Non-Flex booking?

    Based on the latest Government advice we will now be providing customers a limited opportunity to cancel their Non-Flex or Semi-Flex booking and obtain a full refund. This only applies to customers whose stay is due to commence between 19th March 2020 and 31st May 2020. The booking must be cancelled by 23:59 on the day prior to your arrival. Any cancellations can be made by visiting www.premierinn.com and clicking on ‘Find Booking’ at the top of the page.

    Beyond this period, we have provided additional flexibility to our Non-Flex product that allows customers to move their booking to a different arrival date.

  • Why can’t I get refund when there are no flights in and out of a country?

    Based on the latest Government advice we will now be providing customers a limited opportunity to cancel their Non-Flex or Semi-Flex booking and obtain a full refund. This only applies to customers whose stay is due to commence between 19th March 2020 and 31st May 2020. The booking must be cancelled by 23:59 on the day prior to your arrival. Any cancellations can be made by visiting www.premierinn.com and clicking on ‘Find Booking’ at the top of the page.

    Beyond this period, we have provided additional flexibility to our Non-Flex product that allows customers to move their booking to a different arrival date.

    Otherwise, we would suggest contacting your payment provider and/or travel insurer for more information on any refund you may be able to apply for.

  • Does this apply to hub and ZIP bookings?

    Yes

  • If I re-book, can I change the number of rooms or nights?

     All re-booked rooms need to be on a like for like basis, based on the same hotel, same party size and number of rooms.

  • If I re-book and the situation becomes worse, can I re-book again?

    We cannot provide any guarantee as to how long these temporary terms and conditions will continue for. This is an evolving situation which requires us to react based on current government advice. We advise that you frequently refer to this online COVID-19 page which be regularly updated with the latest information for our guests.