Booking terms & conditions
You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.
We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.
Additional terms apply to your use of our digital channels whether or not you make a reservation through them. These are published on the relevant digital channel.
Back to top
You must be at least 16 years old to make a reservation.
You will need to provide your credit or debit card details to secure your reservation. Premier Inn accepts Visa, MasterCard, American Express and Diners Club to secure a reservation.
Premier Inn Business Account customers may also secure their reservation using their Premier Inn Business Account Card. The rules of the Premier Inn Business Account scheme will apply to reservations made with a Premier Inn Business Account Card.
Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.
We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your room and any additional services added to your reservation will be formed when you receive this email confirmation from us.
If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss. For more information on cancellation, please see section 10 Cancellation, below.
Back to top
3. Group reservations
If you wish to make a group booking of 5-9 rooms, please call our Central Reservations team on 0871 527 9222. To make a group booking of 10+ rooms, please call the Groups Desk on 0871 527 9253. Calls to these numbers cost 13p a minute plus any additional charges from your phone operator.
Back to top
4. Room prices
Room prices are per room, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we will adjust the rate of VAT that you pay, unless you have already paid for the reservation in full before the change in the rate of VAT takes effect.
Meals and other extras are not included in the room price but you may be able to add them to your reservation during the booking process or they may be available to you during your stay. You may pay for breakfast and selected extras at the same time as paying for your room. All other meals and extras must be paid for separately.
Flex: If you book a Flex rate you may choose whether to pay for your room in full at the time of booking or to pay on arrival. Please see section 10 Cancellation for full rate restrictions.
Non-Flex Non-Flex is a more restricted rate that may be offered at selected hotels subject to availability. Payment in full is required for all Non-Flex bookings at the time of booking. Please see section 10 Cancellation for full rate restrictions
hub Flex: Payment in full is required for all hub Flex bookings at the time of booking. Please see section 10 Cancellation for full rate restrictions.
hub Non-Flex: Payment in full is required for all hub Non-Flex bookings at the time of booking. Please see section 10 Cancellation for full rate restrictions .
Back to top
Please note that the design of our hub by Premier Inn rooms does not accommodate cots.
Children under 16 are not permitted to stay in a Premier Inn hotel unless a parent or guardian is also staying in the hotel.
Back to top
At hub by Premier Inn we take the needs and equal treatment of all our guests extremely seriously and are committed to ensuring that our facilities and services are accessible to all. Notwithstanding this, hub by Premier Inn recognises that there is no single hotel design or layout that will entirely meet all individuals' needs and preferences. If during your stay you feel there is something we could do to assist you, or make your stay more comfortable, please contact reception.
Back to top
7. Special requests
Back to top
Meals are not included in the room price.
You may add breakfast and/or a meal deal (where available) when you make your reservation.
The 'Kids eat free' breakfast offer is for one breakfast per child in the hotel restaurant. The offer does not apply to the Grab & Go breakfast or breakfast box (where offered). Up to a maximum of two children under the age of 16 can eat free per adult purchasing a full breakfast.
The meal deal is available for adults only and includes a two course dinner and a drink from the meal deal menu and a Premier Inn breakfast for the advertised price per person.
hub by Premier Inn
Meals are not included in the room price at hub by Premier Inn. You may add a hub breakfast to your booking during the booking process.
Back to top
9. Paying for your room
Payment may be made by cash, credit/debit card (Visa, MasterCard, American Express, Diners Club, Maestro and Electron), Premier Inn Business Account Card, and for UK Flex rate stays Leisure Vouchers may also be used when paying upon arrival. The expiry date of your debit/credit card must be later than the end of your stay. We do not accept personal cheques or family discount cards.
Rooms may be paid for by business cheque, however Premier Inn must receive all business cheques at least three weeks before the arrival date.
Leisure Vouchers will not be accepted as payment for Non-Flex rate room bookings or where UK Flex rate stays are paid for in advance of arrival. We do not give change from Leisure Vouchers and Leisure Vouchers cannot be used in conjunction with either the Whitbread Privilege or Emerald Club cards. The Leisure Voucher terms and conditions apply.
If you are making a Whitbread Privilege Card booking, you will need to quote your card number at the time of booking. You will also need to present your card on check-in to validate your discount. The Whitbread Privilege Card terms and conditions apply.
Emerald Club discount card bookings can only be made by telephone. You must quote your card number at the time of booking. All reservations are subject to availability and, when including a Saturday night, must be for a minimum of two nights (including either a Friday or Sunday night). The Emerald Club terms and conditions apply.
Back to top
Flex rate room bookings may be cancelled before 1pm on the arrival date. If you cancel your reservation before 1pm on the day of arrival and have paid for the room in advance by debit/credit card, a full refund will be processed to the same debit/credit card normally before 9am the next working day though it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation.
If you cancel a reservation after 1pm on the day of arrival (including any ?no shows?) and have not already paid for the room in advance you will be charged a cancellation charge equivalent to one night's accommodation per room booked and for any meals and other extras booked for the first day of your stay. A cancellation reference will be given and should be retained as proof of cancellation.
If you decide to shorten your stay you must inform reception at the Premier Inn hotel that you are staying in by 12 noon on the day you wish to check out. Otherwise you will be charged a cancellation charge equivalent to one night?s accommodation per room booked and for any meals and other extras booked for the following day.
The first night of any booking made after 1pm on the day of arrival and the cost of any meals and other extras booked for the following day is non-refundable.
Non-Flex rate room bookings may be cancelled within 24 hours of making a booking, and a full refund will usually be processed to the same debit/credit card the next working day, however it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation. For the avoidance of doubt, the room(s), any associated meals and/or other additional extras cannot be cancelled, amended or refunded after the cancellation period (including any ?no shows?), although additional meals or extras may still be added.
You may wish to take out room cancellation insurance in case you need to cancel your reservation.
You are not entitled to cancel or withdraw from your reservation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you?ve made a group booking, our cancellation terms are as follows:
? For 14 rooms or fewer, we?ll need full payment 14 days before arrival. This is non-refundable, but you can cancel your booking free of charge if you do so before this time.
? For 15 rooms or more, we?ll need a 50% deposit 28 days before arrival and the balance 14 days before arrival. These payments are non-refundable, but you can cancel your booking free of charge if you do so before we take a deposit.
Our right to cancel
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:
you do not pay us when you are required to do so; or you break the contract between us in any other material way. If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract.
Events outside our control
We may also cancel your reservation if an event outside of our control (including industrial action, explosion, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:
if you have already paid for your room, we will refund your payment to you; or if you have not yet paid for your room, you will not have to make any payment to us. Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control.
This does not affect your statutory rights.
Back to top
11. Good Night Guarantee
Process for making a claim
Claims must be made within 7 days of the end of the stay to which your claim relates.
To make a claim you should raise your complaint with the team at the hotel who will advise of the process. If you did not raise your complaint at the hotel or were unable to do so, you must contact us through our web form, or for reservations which were not made online, by calling Premier Inn Guest Relations on 0333 003 0025. If your room was booked as part of a group booking, the person who made the booking on behalf of the group must make the claim. If you room was booked through a tour operator, you must make your claim to the tour operator.
You will need to provide details of the Premier Inn hotel in which you stayed, the dates of your stay, the nights for which you wish to claim a refund and the reason(s) why you did not have a great night's sleep on each of those nights.
Refunds will be made to the card you used when you paid for your room and are usually processed within 7 days. You will be asked to confirm receipt of your refund.
Our Good Night Guarantee does not apply where you do not have a great night's sleep due to circumstances that are beyond our reasonable control as hoteliers such as extreme weather conditions, fire, flood, lightning, earthquake, explosion, terrorism, war, civil disorder, epidemics, embargoes, labour disputes and power cuts. You may not claim under our Good Night Guarantee if you have breached the terms and conditions applying to your booking for example by causing damage to our or to other guests property or by being abusive to our staff or to other guests during your stay.
We reserve the right to reject claims made by individuals who are abusing the Good Night Guarantee by making excessive claims. If an individual or any of the guests within their booking claims a refund for more than 50% of their stay on more than two occasions in any 12 month period, such claims will be deemed excessive save where we are satisfied that there is a good reason for the claims.
Please note that the Good Night Guarantee only applies to Premier Inn hotels and does not apply to stays at hub by Premier Inn.
Back to top
12. Arrival & departure
Guests will be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card / passport details. Acceptable forms of identification are: a passport, driving licence, ID card or police warrant card.
Rooms must be vacated by 12 noon on the day of departure. Failure to leave your room by this time may result in a late check-out charge.
Back to top
13. Check-in online
If you wish to check in online you will need to make full payment online prior to arrival.
If any additions have been made to a booking, (e.g. breakfast, Meal Deal or Wi-Fi) they must be paid for in full during the check-in online process. If the booking has been pre-paid, any extras must be paid for with the same credit/debit card used to pre-pay the booking.
Bookings made on behalf of a guest can be checked in by either the original booker or the named lead guest, providing payment has been made in full. If the booking has not been pre-paid, the guest will need to pay for their stay during the online check-in process.
Where there are multiple rooms on one booking, all rooms on the booking will automatically be included when checking in online. You cannot check in some rooms only.
Details of the lead guest for each room in the booking must be entered during check-in together with their nationality and passport details (if required).
Bookings that have been checked in online cannot be amended online.
Bookings made using a Premier Inn Business Account Card can be checked in online by the booker or guest.
Bookings made on behalf of a guest who will not have the booking card present upon arrival, can be amended during the online check-in process provided the correct security information (username and password) is entered when prompted and full payment is made.
Back to top
14. Our expectations of you (and your group)
? smoke anywhere inside any Premier Inn premises. This includes the smoking of e-cigarettes. Permitted smoking areas will be identified on site. Smoking on Premier Inn premises outside of the designated smoking area will result in a £100 fine;
? bring any pets onto Premier Inn premises, with the exception of assistance dogs;
? bring any potentially dangerous or hazardous materials or equipment onto Premier Inn premises;
? use any electrical appliances that may set off the fire alarm system, such as toasters, mini cookers or portable grills;
? tamper with any fire alarms or emergency equipment;
? remove, damage or destroy any Premier Inn property;
? use any of the technology provided by Premier Inn to download or access any unlawful or obscene material; or
? cause unreasonable disturbance to our other guests or any Premier Inn staff.
? If you or your group cause damage or loss of any kind to the hotel, other guests or their property, you (as the person making the booking) will be responsible for that damage or loss and you shall be liable to pay to Premier Inn on demand the amount required to make good or remedy such damage or loss.
You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any Premier Inn room for sale either on its own or as part of a combined offer. Premier Inn will not honour any reservations made in this way and does not accept any liability for doing so. If you are a Tour Operator and wish to book rooms at a Premier Inn hotel you should contact firstname.lastname@example.org.
If you or your group cause damage to the hotel, other guests or their property, or otherwise breach any of these terms and conditions, Premier Inn reserves the right to:
? cancel your reservation with immediate effect and (if appropriate) eject you from Premier Inn premises;
? retain all sums paid by you and/or charge you the full amount of your reservation; and/or
? refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.
Premier Inn will not be liable for any refund or compensation in such circumstances.
Back to top
Please see our Frequently Asked Questions for further information about your stay.
This contract formed when we confirm your reservation is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
If you are a non-business customer you have certain rights under consumer protection legislation. Nothing in these terms and conditions is intended to affect those rights.
We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.
We do not accept liability for failure to meet any of our obligations where such failure is due to events beyond our reasonable control.
If we breach these terms and conditions for reasons within our control we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.
We shall not be liable whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way, for any indirect or consequential losses including:
? loss of income, sales or revenue;
? loss of business;
? business interruption;
? loss of profits or contracts;
? loss of anticipated savings;
? loss of data;
? loss of reputation and/or goodwill; or
? wasted management or office time.
Where we are liable to you (save as prohibited by applicable law) our maximum liability to you whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation unless the Hotel Proprietor's Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.
These terms and conditions, their subject matter and formation (and any non-contractual disputes or claims) are governed by and construed in accordance with English law.
If you are a consumer you and we both agree that the courts of England and Wales will have non-exclusive jurisdiction over any claim arising from, or related to, your reservation and/or stay at any Premier Inn hotels. We retain the right to bring proceedings against you for breach of these terms and conditions in your country of residence or any other relevant country. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
If you are making a business reservation, you and we agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from, or related to your reservation and/or stay at any Premier Inn hotel.
If any part of these terms and conditions is deemed invalid, illegal or for any reason unenforceable then that part will be deemed deleted and will not affect the validity and enforceability of the remaining parts. Any failure by us to enforce our rights or remedies under these terms and conditions or otherwise shall not be construed as a waiver by us of those or any other rights or remedies.
All rights not expressly granted in these terms and conditions are reserved.
Back to top
16. Contact us
Premier Inn Guest Relations
Back to top