Question 1

What's the earliest I can check in?

Accepted Answer

Check-in time is from 3pm at our ZIP hotel. Alternatively, you can enjoy early check-in from 11am for £10* extra. Early check-in can be paid for on arrival, subject to availability on the day.
*£10 for UK and Channel Islands only, Republic of Ireland charged at €10.

Question 2

Do you offer the Good Night Guarantee?

Accepted Answer

No, not at ZIP. But please visit us at check-in if there’s anything we can do to improve your stay – we’ll do our best to help!

Question 3

Can I bring my pet?

Accepted Answer

Sadly no – we only welcome assistance dogs.

Question 4

Can I bring my bike?

Accepted Answer

Not inside the hotel. However, you’ll find bike racks nearby.

Question 5

Is there somewhere I can leave my bags?

Accepted Answer

Yes! We have lockers available to store bags downstairs for a small fee.

Question 6

Does the hotel have a car park?

Accepted Answer

ZIP Cardiff has free parking, available on a first-come-first served basis. The car park is fitted with a barrier, and has 24hr CCTV in operation , along with a member of crew on duty 24hrs a day.

Question 7

How do I book a meeting room at Premier Inn?

Accepted Answer

Over 70 Premier Inn hotels have meeting room facilities available for hire. For further information, or to make a reservation, call 0845 644 9392 or visit premiermeetings.co.uk.

Question 8

How many people do your meeting rooms seat?

Accepted Answer

We're able to cater for groups of various sizes. Please check your selected location for details at premiermeetings.co.uk/locations.

Question 9

Do you offer corporate rates?

Accepted Answer

Premier Inn always offers great value for money. We are unable to offer corporate rates, although we do offer a free Premier Inn Business Account card, to help you manage your business expenses.

Question 10

Is Wi-Fi available in Premier Inn meeting rooms?

Accepted Answer

Yes, all of our meeting rooms come with free, multi-user Wi-Fi. You also get a flip-chart or whiteboard with markers, desk pads and pens, and unlimited still and sparkling bottled water as standard.

Question 11

Do you offer catering?

Accepted Answer

Yes, there are a variety of options available. Please visit premiermeetings.co.uk/catering.

Question 12

Does Premier Inn offer free Wi-Fi?

Accepted Answer

Yes, we’re pleased to offer all our guests free Wi-Fi - great for browsing the web for as long as you want, anywhere in our hotels. To get online, simply select Premier Inn Free Wi-Fi from your list of available networks.

If you want an enhanced Wi-Fi experience with the ability to download larger files and stream more music, upgrade to our Ultimate Wi-Fi for £5 for 24 hours. Select ‘Premier Inn Ultimate Wi-Fi’ from your list of available networks and either buy a voucher available from reception (where available) or pay by credit card, debit card, Premier Inn Business Account Card or PayPal.

Device exclusions apply. Only devices with a web browser and the ability to connect to a public service are able to access the network, please check your device for compatibility. Connect up to three devices to Ultimate Wi-Fi - please check compatibility prior to purchase. Service terms and conditions apply. For access to the applicable service terms and conditions, please connect to either Free Wi-Fi or Ultimate Wi-Fi at the hotel you are staying for full details.

The applicable service terms and conditions may differ depending on hotel. Download speeds depend on location and number of users. Ultimate Wi-Fi may not be available in some hotels, please check the hotel details page.

Question 13

What facilities are provided for customers with disabilities?

Accepted Answer

Most Premier Inns have specially-adapted rooms allowing easier access for customers with disabilities.

If there is no specially-adapted room available at the hotel of your choice, we will be happy to offer you alternative accommodation at a nearby Premier Inn. If you have difficulty walking, but do not need a specially-adapted room, please feel free to request a room near reception on the ground floor for easy access.

Question 14

Do Premier Inn hotels provide luggage room facilities?

Accepted Answer

Most, but not all, of our hotels have luggage room facilities. It's best to check with your individual hotel.

Question 15

Planning a function?

Accepted Answer

Some of our hotels have function rooms available to privately hire for functions or parties, please contact the site directly.

Question 16

Do Premier Inn hotels provide leisure facilities such as gym and swimming pool?

Accepted Answer

We don't offer leisure facilities at our hotels, however please ask at the hotel and our friendly reception staff will be able to tell you if there are any nearby.

Question 17

What's the earliest I can check in?

Accepted Answer

Check-in time is from 3pm at our hub hotels. For an additional fee*, you can enjoy early check-in from 11am (subject to availability). To request early check-in, please speak to a team member on arrival at the hotel.

Question 18

Can I get Wi-Fi?

Accepted Answer

Yes, and it’s free throughout the hotel, 24/7. It’s seriously fast too, with up to 10MB download and 4MB upload.

Question 19

Do you offer the Good Night Guarantee?

Accepted Answer

Not at hub. However, if there’s anything we can do to improve your stay, please let us know at reception!

Question 20

Can I bring my pet?

Accepted Answer

Unfortunately, no – we only welcome assistance dogs.

Question 21

Can I bring my bike?

Accepted Answer

Not inside the hotel, but our on-site team will be more than happy to point you to the nearest bike rack, which shouldn’t be too far away.

Question 22

Is there somewhere I can leave my bags?

Accepted Answer

If we have luggage storage space available, our friendly team will be happy to store your bags for you while you head out and explore the city.

Question 23

Does the hotel have a car park?

Accepted Answer

No – our hub hotels are so central that we recommend leaving your car at home and getting around on public transport.

Question 24

How can I find out about local transport?

Accepted Answer

You’ll find local travel information and details of the nearest tube stations in various places around our hotels, including on the interactive screens in reception.

Question 25

How can I find out what's going on in the city?

Accepted Answer

At hub, you’re at the heart of the action – and we want you to enjoy it! We’ve made a list of all our favourite places to go, things to do and sites to see. You’ll find it on the tablets in our deli and on the interactive screens in reception. Our team members at reception will always be happy to point out the best spots in the city too, and how best to reach them.

Question 26

What is Premier Inn CleanProtect™?

Accepted Answer

Premier Inn CleanProtect is our enhanced hotel hygiene promise. We’ve stepped up our existing cleaning practices by implementing additional hygiene and safety measures so that from check-in to check-out, our guests and team members can feel safe with us.

Premier Inn CleanProtect has been developed with global cleaning and hygiene product supplier Diversey in response to the COVID-19 pandemic.

Question 27

How are Premier Inn rooms cleaned?

Accepted Answer

As part of our Premier Inn CleanProtect promise, we've enhanced the way we clean our hotel rooms. After checking in, you can rest easy knowing your super-comfy room has been cleaned to our Premier Inn CleanProtect standards, our new and improved cleaning regime that ensures the safety of our guests and team members.

Question 28

Can I ask the Housekeepers not to enter my room until I leave?

Accepted Answer

Unless you are staying with us for more than five nights or you specifically request a daily clean, housekeepers will not enter your room until after you leave. We’ll only clean your room if you ask us to in order to minimise contact – otherwise cleaning will take place after six days.

Question 29

What re-assurance can I get about the cleaning products you are using?

Accepted Answer

We have a longstanding partnership with Diversey – one of the world’s leading suppliers of cleaning and hygiene products. Diversey provides products to a vast range of industries across the world, including some used by the NHS and in other healthcare settings. We’re using chemicals that sanitise our rooms to the standard of EN14476 for viricidal efficacy – this means that the products used are effective against Coronavirus.

Question 30

What checks are you doing on staff members to ensure they are healthy to work?

Accepted Answer

The safety of our guests and teams is always our top priority. If any of our team members are showing symptoms or need to self-isolate, we have clear steps in place to ensure that relevant teams are notified, and that they don’t return to work until they’ve recovered.

Question 31

Are you still using air conditioning and why can't I open my window instead?

Accepted Answer

For safety reasons, our windows are either sealed or have restrictors fitted. Most rooms have air-conditioning to help our guests choose the right temperature for them. We’re also increasing cleaning of frequently touched items like our air-conditioning controls.

Question 32

How is the health of other guests managed? Is there a process for reporting this?

Accepted Answer

On arrival, guests are given a letter which clearly outlines our safety procedures, including the actions they need to take if they feel unwell and recognise any symptoms of COVID-19. Necessary steps include calling 111 to seek NHS medical advice, notifying the hotel team and following self-isolation guidelines. 

Question 33

What are your procedures for storing left luggage?

Accepted Answer

To help minimise touchpoints throughout the hotel, we’ve suspended our left luggage facility until further notice. Unfortunately, this means guests are unable to leave luggage with us at any point during their stay, however, guests can continue to use their room, including for storing luggage until 12pm on the day of departure.

Question 34

What are your procedures for international guests? Will they be expected to quarantine at the hotel?

Accepted Answer

We’re closely monitoring the latest government guidance when it comes to international travel and quarantine requirements to ensure that our policies are always up to date and compliant with the most recent advice.

Question 35

Do I need to wear a face covering in your hotels?

Accepted Answer

In line with the latest government guidance, face coverings must be worn throughout our hotels.

Question 36

Are children required to wear face coverings?

Accepted Answer

Children under 11 aren’t required to wear face coverings, so it’s a personal choice for parents or carers.

Question 37

Are face coverings being made available for guests?

Accepted Answer

Our guests are responsible for supplying their own masks. Face coverings will be available in some of our hotel vending machines, however, and you can purchase a pack of five masks for £4.99.

Question 38

Can I check-in online?

Accepted Answer

Checking in online is now available at selected hotels, via the Premier Inn app only (available on Android and iOS). When completing check-in online, you will need to provide details of all guests and make full payment online, including any extras such breakfast, Meal Deal or Wi-Fi. After you have completed check-in online, you will no longer be able to cancel or amend your reservation. When you arrive at the hotel, simply scan the QR code at the kiosk and collect your key.

Question 39

Can I order another Business Account card?

Accepted Answer

If you've linked your Business Account card to Business Booker, just click on the Business Account button in the top right of the homepage to request a new Business Account card. If you haven't linked your Business Account yet, you can request a new Business Account card by logging into your Business Account at businessaccount.premierinn.com and following the steps.

Question 40

How do I reset my Business Account card password?

Accepted Answer

To reset your password, call the Business Account helpdesk on 0333 005 0504 and select Option 1.

Question 41

Can I view my Business Account invoices on Business Booker?

Accepted Answer

If you've linked your Business Account to Business Booker, just click the Business Account button in the top right hand corner to go to the Business Account homepage. You'll be able to view your invoices here using the 'View Invoices' button.

If you haven't linked your accounts yet, log in to your Business Account via businessaccount.premierinn.com and select 'View Invoices'.

Question 42

Do I need a Premier Inn Business Account card to use Business Booker?

Accepted Answer

No, you can sign up to Business Booker without a Business Account card. However, Business Booker is designed to work hand in hand with your Business Account and makes it easy to manage your Business Account directly from the Business Booker homepage.

Question 43

How does ‘remember me’ work?

Accepted Answer

If you choose to use the ‘remember me’ function, we will drop a cookie onto your device so that every time you return to our website we will automatically log you into your membership profile.

We do not recommend that you use this option if you use a public or shared device.

Question 44

I can't see all my bookings in my My Premier Inn account

Accepted Answer

Bookings are linked to your registered details. Therefore any bookings made prior to registering, or made without first logging in, will not be displayed in your account.

If you have a booking reference, please use the 'Manage booking' link at the top of our website.

Question 45

Where can I see my previous booking history?

Accepted Answer

You can view your booking history for the past 90 days in My Premier Inn. We do not currently display a full booking and stay history for bookings older than 90 days due to storage limitations.

Question 46

I registered my room preferences but they don’t appear in my booking

Accepted Answer

In order for us to pre-populate your booking preferences we need to know who you are. Please make sure you are logged into My Premier Inn before you start your booking. If you do not have a My Premier Inn account please sign up here.

If you don’t always use the same type of room, you can enter the room types you use most frequently as your preferences and change these in the booking process when you want something slightly different.

Question 47

How do I remove my card details from My Premier Inn profile?

Accepted Answer

Removing your card details is easy - just log into your My Premier Inn account, select 'Settings' and then scroll down to 'Payment'. From there, you can simply find and remove your card details.

Question 48

Can I close my My Premier Inn account?

Accepted Answer

Yes, to close your account at any time please log in to your Premier Inn account and select "delete profile" from your account settings.

Question 49

Why sign up for a My Premier Inn account?

Accepted Answer

When you sign up for a My Premier Inn account, we'll store your details securely so you won't have to enter them every time you book. If you do not have a My Premier Inn account please sign up here.

Question 50

What’s the difference between a My Premier Inn account and a Premier Inn Business account?

Accepted Answer

A My Premier Inn account enables you to keep track of your bookings and helps speed up the booking process by storing your details and preferences. A Premier Inn Business account is our free service which allows you to charge business expenses direct to your company, saving you time and giving you more control over your spending.

Question 51

Are my card details safe?

Accepted Answer

Yes, you’ll see that this site uses a secure server and a high level of encryption.

Once you've saved your credit card details on your profile, we only reveal the last three digits of your card number. If you wish to edit your details stored in the member's area, the existing details will be wiped and the form cleared.

Remember: if you're making a booking for a future date beyond the expiry date of the card you have stored, you will be advised that the card is invalid and be required to enter an alternative card to complete the booking.

Question 52

How can I book a ZIP room?

Accepted Answer

The easiest way to book ZIP rooms is online at premierinn.com where you’ll always find our best rates.

Question 53

How do I change my booking?

Accepted Answer

To amend your booking please follow the instructions below or watch this helpful video.

Click ‘Manage booking’ at the top of the page
Enter your booking reference number, (this can be found on your booking confirmation email), surname and arrival date.
Click ‘amend’
Change your arrival date (subject to availability)
Confirm changes
Receive new confirmation email

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.

Question 54

Can I book for someone else?

Accepted Answer

Absolutely, you can book for another person in accordance with our terms and conditions at premierinn.com. It is important to understand however that it is you, the booker, who is responsible for ensuring that each person who stays at the hotel under your booking complies with our terms and conditions. This means that even if you make a booking for someone else’s benefit and you don’t stay yourself, you must ensure your guest complies with the terms of your booking, such as by checking out on time. Additionally, it is you, the booker – not your guest - who is liable in the rare event any damage may be caused during the stay. When booking a hotel for another person you will simply need to provide their full name at the time of booking and secure payment with your card details in advance.

Additionally, in accordance with the Immigration (Hotel Records) Order 1972, we are obliged to collect the full name and nationality details of all guests and for non-British Nationals and we are also required to collate passport details and details on the guests next destination. We therefore strongly encourage you to check with your guest or guests ahead of their stay that they are able to provide these details in order to prevent confusion at check-in or disappointment if they are unable to stay due to being unable to provide the necessary information.

Question 55

Can I check in if the booking is under someone else’s name?

Accepted Answer

Yes. You’ll need to bring the lead guest’s full name and booking reference. To make things easier – and to keep all your personal information secure – it’s best if details for all guests are updated in advance.

Question 56

How do I know if my booking’s gone through?

Accepted Answer

You’ll receive an automatic confirmation email containing your booking reference number. If the email doesn’t arrive, give us a call on 03333 213 104*.

Question 57

Do I need to print my booking confirmation?

Accepted Answer

You can if you want to, but it’s not required for us to check you in.

Question 58

Can I pay in cash when I arrive?

Accepted Answer

No – all rooms must be paid for in advance. Food and drink can be bought with cash, though.

Question 59

How many people can stay per room? And do you have a minimum age?

Accepted Answer

We allow a maximum of two people per room, and the lead guest must be aged 16 or over.

Question 60

What credit and debit cards do you take?

Accepted Answer

We accept Visa, MasterCard, Electron and Maestro. Or you can pay using your Premier Inn Business Account.

Question 61

How do I cancel my booking?

Accepted Answer

To cancel your booking please follow the instructions below or watch this helpful video.

Click ‘Manage booking’ at the top of the page
Enter your Booking Reference number, (this can be found on your booking confirmation email), Surname and Arrival Date.
Click ‘Cancel’
Confirm changes
Receive new confirmation email
We will endeavour to process your refund within 30 days from the date of cancellation

The ability to cancel is determined by the terms of the rate that you booked.

Question 62

How long does it take to get a refund?

Accepted Answer

Your refund will be processed immediately, but it may take a few days until it reaches your account.

Question 63

What if I have a complaint?

Accepted Answer

If you’re unhappy with any part of your ZIP by Premier Inn stay, please contact us at guest-relations@premierinn.com and we’ll do our best to try to resolve the issue.

If you wish to have more information on online dispute resolution, please follow this link to the website of the European Commission: http://ec.europa.eu/consumers/odr/. You should note that this link is provided as required by the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, for information purposes only. Neither you nor Premier Inn is obliged to participate in online dispute resolution, and our Terms & Conditions apply to your booking.

Question 64

Can I check in early?

Accepted Answer

For an additional fee*, you can enjoy early check-in from 11am (subject to availability). To request early check-in, please speak to a team member on arrival at the hotel.

Frequently Asked Questions (FAQs)

General FAQs

Bookings

Your stay

Hotel information

hub by Premier Inn

ZIP by Premier Inn

Business guests