FAQs | Premier Inn Customer Complaints

How do I contact Premier Inn to make a complaint?

We are sorry that your experience did not meet your expectations. If you'd like to get in touch, visit our Contact us page and we’ll do our best to try to resolve the issue.

You might also want to refer to our Good Night Guarantee 

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 2015for information purposes only. Neither you nor Premier Inn is obliged to participate in online dispute resolution, and our Terms & Conditions apply to your booking.

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What is the Good Night Guarantee?

At Premier Inn, we're so confident you'll have a great night's sleep that if you don't, we'll give you your money back. If there’s a problem, just have a chat with a member of our friendly reception team. They’ll be happy to put things right.  This is our Good Night Guarantee. Terms apply

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What do I do if I'm unhappy during my stay?

The first thing to do is speak to one of our team, who’ll be happy to put things right for you. Our friendly reception teams are on hand 24 hours a day, 7 days a week.

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Is there a time limit on when I can have my money back under the Good Night Guarantee?

Most guests let us know if there’s been a problem while they’re still staying with us. However – if you don’t get the chance to do that, you have up to seven days from check-out to claim on our Good Night Guarantee.

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