Question 1

What's the earliest I can check in?

Accepted Answer

Check-in time is from 3pm. With the addition of our Premier Inn CleanProtect promise, this ensures that our teams have a little extra time to prepare your room thoroughly and make it perfect for your arrival.

Question 2

Do you offer the Good Night Guarantee?

Accepted Answer

No, not at ZIP. But please visit Check-In if there’s anything we can do to improve your stay, and 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 there are 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 accessible is ZIP?

Accepted Answer

At ZIP, we have level access throughout the majority of our communal areas, and access ramps where necessary. If any public areas aren’t accessible due to their layout, alternative access will be available, including the use of platform or passenger lifts. All ZIP by Premier Inn hotels have accessible rooms on the ground floor.

Question 8

Are your bedrooms accessible?

Accepted Answer

All ZIP by Premier Inn hotels have accessible rooms on the ground floor, and all are fitted with en-suite bathrooms. Typically, they’ll be located close to Check-In or a lift, although this may differ from ZIP to ZIP depending on the hotel layout.

Our accessible rooms have been designed to allow suitable space for moving and manoeuvring a wheelchair, including enough space on one side of the mattress to transfer from chair to bed. All bedrooms have accessible storage, floors with short pile carpet and a TV with subtitle options and a remote control. Accessible rooms also come with emergency assistance alarms, plus doors fitted with spy holes at both seated and standing levels.

Rooms come with 6ft ‘zip and link’ beds, meaning that rooms can either be set up as a double or twin. The beds provided in our accessible bedrooms are between 480mm and 520mm in height, in accordance with relevant British Standards, as this corresponds to the seat height of the majority of wheelchairs and, therefore, facilitates transfer between the wheelchair and the bed.

Unfortunately, Premier Inn cannot provide mobile hoists. However, In those sites with a divan based bed at the height of 480mm, which cannot fit a mobile hoist under, we are able to have the bed raised to accommodate its use, if given sufficient advance notice of this at the time of booking.

You’ll find fire evacuation procedures in your room on the back of the door. If you think you’d need assistance in the event of a fire evacuation, please let a member of our Crew know at Check-In. Vibrating pillow pads are available in our UK and Ireland hotels to alert our deaf or hearing-impaired guests in the event of a fire. Additional strobe lights in the pillow pads are available in our UK hotels.

All ZIP hotel rooms are non-smoking.

Question 9

Are your bathrooms accessible?

Accepted Answer

Yes, all our accessible bedrooms have en-suite bathrooms, with wide entry doors for easy access. Our bathrooms provide enough turning space for a standard wheelchair, and all have an emergency assistance pull cord. The toilet in the bathroom is fitted with grab rails.

Wet room facilities are available in the accessible bedrooms, and these come with a level access shower instead of a shallow bath.

Our accessible bathrooms are also fitted with accessible sinks, lever taps, and soap in the dispensers. Bathroom floors are made of a non-slip material, and bath mats are available at Check-In – just ask!

Question 10

Do you have a contact area specifically for accessible queries?

Accepted Answer

Yes, you can reach out to our specialist team via email at pi.accessible@whitbread.com

Question 11

Is help with hearing available?

Accepted Answer

We’ve installed induction loops in all Check-In areas at ZIP. If you’d like a familiarisation tour of the building, just ask one of our Crew members.

Question 12

Do you allow assistance dogs?

Accepted Answer

Yes, assistance dogs are welcome at all ZIP hotels.

Question 13

What do I do if I need assistance?

Accepted Answer

Sadly, we can’t offer personal care at ZIP. If you require personal care, we’d recommend contacting your local social services for a suggestion of a care service local to the hotel.

Should you require assistance during your stay, however, please ask our Crew and they’ll do all they can to help.

Question 14

How accessible is hub?

Accepted Answer

If you get about in a wheelchair, you’ll find level access to our hotel reception by the main entrance. Or, if this isn’t possible, we’ll help you out with a ramp or platform lift.

Our restaurants are on the ground floor with level access from reception. And you’ll be able to reach all the different floors by lift.

Question 15

Are your bedrooms accessible?

Accepted Answer

We have a number of wheelchair-accessible rooms, which are bigger than our standard rooms. They have 6ft zip-and-link beds that can be made up for either twin or double occupancy. The beds are 520mm high with space on one side to transfer from a wheelchair.

All the TVs in our bedrooms have optional subtitles. They also have an emergency assistance alarm pull cord next to the bed.

Question 16

Are your bathrooms accessible?

Accepted Answer

All our accessible rooms have an en-suite bathroom with wheel-in shower, grab rail, sink with lever-style taps and an emergency assistance alarm pull cord.

Question 17

Do you have a contact area specifically for accessible queries?

Accepted Answer

Yes, you can reach out to our specialist team via email at pi.accessible@whitbread.com

Question 18

Is help with hearing available?

Accepted Answer

Yes, all our hotels have hearing induction loops in both reception and Proven Dough or Lounge.

We can also provide vibrating pillows with strobe lights. These will alert guests with hearing impairments to a fire or emergency. Please ask at reception if you would like one.

Question 19

Do you allow assistance dogs?

Accepted Answer

Yes, assistance dogs are very welcome at hub.

Question 20

What do I do if I need assistance?

Accepted Answer

Please inform a host at check-in if you need any assistance in the event of a fire alarm or if you need any additional items like a vibrating pillow.

Question 21

What's the earliest I can check in?

Accepted Answer

Check-in time is from 3pm. With the addition of our Premier Inn CleanProtect promise, this ensures that our teams have a little extra time to prepare your room thoroughly and make it perfect for your arrival.

Question 22

Do you offer the Good Night Guarantee?

Accepted Answer

No, not at hub. But, if there’s anything we can do to improve your stay, let us know at reception and we’ll do our best.

Question 23

Can I bring my pet?

Accepted Answer

No, I’m sorry, we only welcome assistance dogs.

Question 24

Can I bring my bike?

Accepted Answer

Not inside the hotel, but we’ll happily point you to the nearest bike rack, which won’t be far away.

Question 25

Is there somewhere I can leave my bags?

Accepted Answer

Yes. Have a word with reception and they'll be able to store your bags while you head out and explore.

Question 26

Does the hotel have a car park?

Accepted Answer

No. Our hotels are so central that we recommend you leave your car at home and arrive by public transport.

Question 27

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 the hotels: in Lounge or Proven Dough (depending which hotel you’re at), on the interactive screen in reception and on your Smart TV. Just tap ‘Explore’.

Question 28

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 stuff to see. You’ll find it in the 'Explore' section on your Smart TV, on the tablets in our deli and on the interactive screen in reception. Our team members at reception will always be happy to point out the best spots in the city and tell you how to get to them, too.

Question 29

How do I sign up to Business Booker?

Accepted Answer

Signing up is easy – just visit our registration page and enter your details.

Question 30

How do I log in to Business Booker?

Accepted Answer

Log in to Business Booker by visiting the Business Booker homepage and entering your log in details.

Question 31

Can I set employee access levels in Business Booker?

Accepted Answer

A Travel manager can set the level of access for each employee. There are four access levels: travel manager, booker, self-booker and guest.

Travel manager - travel managers are administrators and manage all aspects of your company’s bookings and settings

Booker - bookers can make bookings for themselves and others without company management access

Self-booker - self-bookers can make and manage their own bookings

Guest - guests can view or cancel bookings that have been made for them

Question 32

Can I add new company payment methods?

Accepted Answer

Yes, once added cards can be assigned to employees to make bookings or to make payments during their stays.

Question 33

Can I allocate a central payment method?

Accepted Answer

Payment methods you add can be used by more than one employee, and can include a company credit card or Premier Inn Business Account Cards.

Question 34

Can I let employees add their own cards?

Accepted Answer

You can, but we have this feature turned off by default. Once you’ve made an account it’s simple and straightforward to switch it on.

Question 35

What’s the difference between Business Booker and Business Account?

Accepted Answer

Business Booker is the free online booking tool for businesses, which gives your company exclusive access to our Business Flex rate – a guaranteed 5% and up to 15% discount* off our Flex rate. Plus, you can cancel or amend Business Flex bookings up to 1pm on the day of arrival.

Business Booker gives you all the flexibility you need – there's no minimum spend, no contracts, and no hidden fees, just great value rates and more convenience for your company.

Our Business Account is an all-in-one payment solution to manage expenses and payments for stays at over 800 of our hotels across the UK. Applying for a Business Account is free and gives your company access to interest-free credit for up to six weeks.**

With a Business Account you can add all employees to a single payment account, track expenses and receive regular consolidated VAT invoices.

Question 36

Do I get a discounted rate if I book through Business Booker?

Accepted Answer

Our Business Flex rate is only available when you book through Business Booker, giving you a guaranteed 5% and up to 15% discount* off our Flex rate.

*Business Flex rate is only applicable to accommodation spend. Business Flex is a variable discount. Prices vary based on booking lead time, periods of high demand and location. Business Flex rate is not available for bookings made for Premier Inn Leicester Square. Business Flex rate is only applicable to accommodation spend.

**subject to credit approval

Question 37

Can I access management information reports?

Accepted Answer

Yes, you can download management information reports, which shows which hotel your employees have stayed at and gross and net values for costs.

Question 38

I haven't received my activation email. What should I do?

Accepted Answer

Firstly, check the email address you entered is correct before checking your spam and junk folders. Next, check your email provider hasn't blocked emails from our domain @premierinn.com. If you still can't find it, email us at business@premierinn.com and we'll be able to help.

Question 39

Is there a Business Booker app?

Accepted Answer

You can now log in to your Business Booker account using the Premier Inn app on iOS, available for free from the App Store.

Question 40

Can I get a copy of my monthly Premier Inn Business Account invoice?

Accepted Answer

Yes. Just email us at Premierinn.businessaccount@worldline.com and we'll be able to help.

Question 41

I’ve received an error message saying “incorrect Business Account Card password”, what do I need to do?

Accepted Answer

You need to re-enter your password for the card you’ve stored for payments. Click on your company’s name and go to company management > payment options > edit to re-enter the password and save changes.

Question 42

How do I manage my upcoming bookings?

Accepted Answer

You can search, view, amend or cancel upcoming bookings. Click on your company’s name and select bookings, from this page you can search by guest surname, booking reference or arrival date to find a booking.

Question 43

How do I cancel a booking?

Accepted Answer

To cancel any upcoming bookings, click on your company’s name and select bookings. Find the booking you want to cancel and click ‘cancel booking’. This will open a new window with the booking details and an option to keep or cancel the booking.

Question 44

Can I add a purchase order number to my booking, so it appears on my Business Account invoice?

Accepted Answer

Yes. Click on your company’s name and go to company management > employee questions to add a purchase order number to your Business Account invoice.

Question 45

Can I book long term stays on Business Booker?

Accepted Answer

You can book up to 14 nights using Business Booker. If you'd like to book a longer stay, please get in touch with our Reservations team by calling 0333 003 8101.

Question 46

How do I add employee questions?

Accepted Answer

A travel manager can set mandatory questions to be asked in the payment section of the booking flow, or when a new employee registers an account.

First, click on your company’s name and go to company management > employee questions, then click on view/edit > edit to add your own questions.

You can either allow bookers to provide their own answers to these questions or add pre-set answers for bookers to choose from in a drop-down menu.

Question 47

How do I add new employees to Business Booker?

Accepted Answer

To add new employees, click on your company’s name and go to company management > manage employees > add employees. You'll be able to add new employees in three different ways - individually, via bulk upload or via email invitation.

You can add employees individually by entering the employee’s name, address, contact number and email – each employee profile can be individually created.
Once completed, the employee will be sent an activation email.
To bulk upload employee details, download the Excel template file from the bulk upload link and add each employee’s details to it. Travel managers can allocate cards to each employee before uploading the file. Once completed, upload the file and select add employees.
Email invite to add themselves – a travel manager can enter an employee’s email address, which will send an activation email with a similar form to option 1 for an employee to fill out.

Question 48

How do I change employee access levels?

Accepted Answer

Travel managers can set the level of access for each employee by clicking your company’s name and going to company management > manage employees > change employee levels. There are four access levels: travel manager, booker, self-booker and guest.

Travel manager - travel managers are administrators and manage all aspects of company bookings and settings

Booker - bookers can make bookings for others without company management access

Self-booker - self-bookers can make and manage their own bookings

Guest - guests can view or cancel bookings that have been made for them

Question 49

How do I set booking alerts based on the date/time of the booking?

Accepted Answer

To be notified if employees make a booking on the day of arrival, arrive on a weekend night or make a booking that passes through a weekend, click on your company’s name and go to company management > booking alerts.

An email update will be sent to you and anyone else you choose when any bookings fall into any of the criteria you set.

Question 50

How do I set rate cap alerts?

Accepted Answer

To be notified when a booking exceeds a certain price, click on your company’s name and go to company management > booking alerts. You can set a rate cap from this page.

An email update will be sent to you and anyone else you choose if the cap you’ve set is exceeded. Please note, rate cap alerts are based on the total cost of the reservation and not on a per night basis.

Question 51

Can I set booking alerts for specific hotels?

Accepted Answer

Yes. To be notified when a booking is made at a specific hotel, location or postcode, click on your company’s name and go to company management > booking alerts.

An out of policy report can be downloaded at any time. This will show travel managers if any employees have been booking outside of your travel policy.

Question 52

How can I manage my company’s booking allowances?

Accepted Answer

Click on your company’s name and go to company management > booking allowances. From this page you can set allowances in several different ways, including:

Allow the option to add a Premier Inn Breakfast/Continental Breakfast when booking

Allow the option to add a Premier Inn Meal Deal when booking

Allow the option to upgrade to Ultimate Wi-Fi when booking

Set a default dinner budget for Greater London hotels or UK-wide hotels (excluding London)

Question 53

How do I add a new company payment card?

Accepted Answer

You can add a new card by clicking your company’s name and going to company management > payment options. Cards added here can then be allocated to employees.

Question 54

How do I allocate a central card for payment?

Accepted Answer

Click on your company’s name and go to company management > manage employees, select the employee and click view/edit > edit.

Scroll down to ‘card name’ and select the card you’d like to add. When that’s done, click save personal details to add the card.

Question 55

Can I let employees add their own cards?

Accepted Answer

Yes, but this option is only accessible if switched on. To switch this on, a travel manager will need to click on your company’s name, then go to company management > booking allowances and tick the option to allow employees to book using their own credit card under the ‘individual payment cards’ header.

Only one individual card can be stored per employee.

Question 56

How do I download management information reports?

Accepted Answer

Click on your company’s name and go to reporting - select the applicable date range and highlight any employee questions that should be included in the report.

This report shows where your employees have stayed, including gross and net values.

Question 57

How do I generate an emergency report and what will it tell me?

Accepted Answer

Click on your company’s name and go to reporting > emergency report. Emergency reports show the hotels your employees are currently staying in or are due to arrive at over the next 48 hours.

Question 58

What can my out of policy reports tell me?

Accepted Answer

Your out of policy report provides a summary of any reservations made outside of the alerts set up for employees.

Question 59

How do I remove an employee from Business Booker?

Accepted Answer

Go to Company Management > Manage Employees and search for the employee. Then, press 'Edit' and change the employee's status from Active to Removed.

Question 60

Can I get a copy of my monthly invoice?

Accepted Answer

Yes. Just email us at businessaccount.queries@whitbread.com and we'll be able to help.

Question 61

I haven't received my activation email. What should I do?

Accepted Answer

Firstly, check the email address you entered is correct before checking your spam and junk folders. Next, check your email provider hasn't blocked emails from our domain @premierinn.com. If you still can't find it, email us at business@premierinn.com and we'll be able to help.

Question 62

I've deleted an employee from Business Booker but their details are still visible. Why?

Accepted Answer

When you delete an employee from Business Booker, some of their details still remain - similar to deleting an email and it remaining in the Deleted Items folder. To completely remove an employee from Business Booker, go to Manage Employees > Find employee > Edit > Edit Account Settings and change their status from Removed to Purged. Once you've saved the changes, the employee will be completely removed from Business Booker.

Question 63

Is there a Business Booker app?

Accepted Answer

There isn't a Business Booker app at the moment. However, business.premierinn.com is mobile friendly and easily scales to most mobile screen sizes.

Question 64

How do I reset my Memorable Word?

Accepted Answer

Just go to Profile from the Business Booker homepage and select Reset your Memorable Word.

Frequently Asked Questions (FAQs)

General FAQs

Bookings

Your stay

Hotel information

hub by Premier Inn

ZIP by Premier Inn

Business guests