Coronavirus (COVID-19) update

In order to comply with the latest Government guidelines, we are asking you to cancel online any bookings you may have for stays up to and including 14th April 2020 unless the booking is for a key worker. See instructions on how to cancel your room.

 

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 our COVID-19 page.

FAQs | Cancelling or amending

What is Premier Inn's cancellation policy?

In light of COVID-19 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. Find out more on our dedicated COVID-19 page. There's also a helpful video on how to cancel your room booking.

 

Our general cancellation policy is: 

 

For Flex bookings

If you've booked a Flex rate and need to amend or cancel your stay, you have until 1pm on the day you’re due to arrive to do so. If you cancel after 1pm on your arrival day, you'll be charged a fee equivalent to one night's accommodation.

If you have booked a room for more than one night and need to cancel your final night's booking, please do so by 12 noon on the day you want to depart. When you cancel your booking, we'll give you a cancellation reference number. Please make a note of this number as proof of your cancellation.

For Semi-Flex bookings

If you've booked a Semi-Flex rate and need to amend or cancel your stay, you have until midnight 14 days before you’re due to arrive to do so. If you cancel after this, you'll be charged for the full value of your stay. Currently Semi-Flex is available up to 16 days before your arrival date.


When you cancel your booking, we'll give you a cancellation reference number. Please make a note of this number as proof of your cancellation.

For Non-Flex bookings 

Non-Flex bookings cannot be amended. However, if you want to cancel a Non-Flex stay, you can do so online within 24 hours of booking. If you cancel after this, you'll be charged for the full value of your stay.

We know that your travel plans might change, so we're giving you more cancellation options if you book early. 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.

When it comes to Premier Inn, you can always book with confidence and know that we have you covered. 

 
Show more
Show less

How do I make an online cancellation?

If your booking is eligible for cancellation (see cancellation policy above), select the ‘Find booking’ option located at the top of the website.

You need to know the booking reference number and enter either the bookers' surname or one of the guests' surnames.

When you cancel your booking we’ll send you a cancellation confirmation email. Please keep this as proof of your cancellation.

Show more
Show less

To cancel your Premier Inn booking simply:

  1. Click ‘Find 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
Show more
Show less

How do I know that my cancellation was successful?

A message will be displayed on screen confirming the cancellation number and that the refund was successful. You will also receive a confirmation email and refund receipt.

If you experience any problems please complete our Contact Us form and a member of the team will get back to you. 

Show more
Show less

How long will it take for my refund to be processed?

 

We will cancel your booking immediately and process the refund. Depending on your card issuer, it may take several days for the funds to reach your account.

 

Show more
Show less

How do I amend my booking?

If you need to amend or cancel your booking in light of COVID-19 please see our dedicated COVID-19 page for detailed information on how to do this. There's also a helpful video on how to amend your room booking.



For Flex bookings

If you’ve booked a Flex rate you can amend your booking online or by phone up to 1pm on your arrival date. So, if your plans have changed, you can amend your arrival date, number of rooms and guests, as well as choosing from our breakfast and dinner options. 

 

For Semi-Flex bookings

If you’ve booked a Semi-Flex rate you can amend your booking online or by phone up to 14 days before your arrival date. If your plans have changed, you can amend your arrival date, number of rooms and guests, as well as choosing from our breakfast and dinner options. 

 

For Non-Flex bookings

Non-Flex rate bookings cannon be amended – but they can be cancelled within 24 hours of making the booking. See our cancellation policy above.

Show more
Show less

To amend your Premier Inn booking simply:

  1. Click ‘Find 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.
Show more
Show less

*Calls charged at the national rate.