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. Selected hotels are currently open exclusively to support critical and key workers.

 

The remainder of our hotels are available to book for all customers, for stays from 4th July 2020 onwards.

 

If you have booked a hotel for a stay before 4th July 2020 and you are not a key worker, or the booking is for a hotel that is currently closed, please cancel your booking online via the Manage Booking link at the top of this page.

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Temporary closure of our Customer Contact Centre

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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Update on our restaurants and food offering

Following government guidelines we have temporarily closed 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. 

 

If you have purchased a pre-paid 'meal deal' or breakfast, this will be refunded when you cancel your hotel booking. If you are able to stay at the hotel but the adjoining restaurant is still closed, the meal will be refunded on arrival when you check in. 

 

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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 then you can cancel your booking in line with our standard cancellation policy.

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

    • for bookings for stays up to 3rd July 2020 you can cancel or amend your booking in line with our temporary policy changes;
    • You can amend the arrival date on your booking up until 1pm on your original arrival date. 
    • Any cancellations or amends can be made by visiting www.premierinn.com and clicking on ‘Manage Booking’ at the top of the page.
  • I can’t get an Advance 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 Advance (formerly Non-Flex) rooms to help as many people as possible fulfil their trip  though we recognise unfortunately this won’t help absolutely everyone impacted. Availability is subject to demand and
    rooms can be booked up to 364 days in advance.

  • 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 refund when there are no flights in and out of a country?

    Based on the latest Government advice we will now be providing customers the opportunity to cancel their Advance (formerly Non-Flex) or Semi-Flex booking and obtain a full refund. The booking must be cancelled by 11:59pm 28 days prior to your arrival on Advance rates and 3 days prior to arrival on Semi-Flex rates. Any cancellations can be made by visiting www.premierinn.com and clicking on ‘Manage Booking’ at the top of the page.

    Beyond this period, we have provided additional flexibility to our Advance (formerly 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?

    Our new Advance rate allows the opportunity to amend up to 1pm on the day of arrival and to cancel by 11:59pm 28 days prior to arrival.  This should allow our guests the flexibility and security to know they are safe in booking with Premier Inn.

  • I work for the NHS. How can I request support for bookings on behalf of my team?

    If you're a procurement lead at the NHS, please email corporate.bookings@whitbread.com with details of the support you need.