Premier Inn Refund: Cancelled Stay
If your Premier Inn stay was cancelled, either by you or by the hotel, you might be due a refund. Knowing your rights and Premier Inn's policies is key to getting your money back. This guide will walk you through the process step by step.
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Your rights
Your right to a refund from Premier Inn primarily stems from their own booking terms and conditions. For 'Flexible' rates, you are typically entitled to a full refund if you cancel by 1pm on the day of arrival. If Premier Inn cancels your booking, they are obliged to provide a full refund, as per their terms and general contract law for services not rendered. The Consumer Rights Act 2015 ensures that services must be provided with reasonable care and skill, and if not, you are entitled to appropriate redress, including a refund.
Step by step
- 1Review your booking confirmation and Premier Inn's cancellation policy. Note your booking type (Flexible, Non-Flexible) and the cancellation deadline.
- 2Contact Premier Inn directly via their customer service phone line or online form. Clearly state your booking reference, the reason for cancellation, and request a full refund.
- 3If your request is denied unfairly, follow up in writing, referencing their terms and conditions or the Consumer Rights Act 2015. Keep records of all communication.
- 4If Premier Inn still refuses a rightful refund, contact your bank or card provider to initiate a chargeback. This is a powerful tool for reclaiming funds when a service isn't provided or a refund is wrongly withheld.
What they'll say, and your comeback
“You cancelled after the 1pm deadline for your Flexible booking.”
Comeback, My records show I cancelled before the 1pm deadline. Please re-check the timestamp of my cancellation request.
“We offered you a voucher instead of a refund.”
Comeback, I am entitled to a monetary refund as per your terms for a cancelled booking, not a voucher. Please process the full refund to my original payment method.
“We are unable to process a refund for a 'Non-Flexible' booking.”
Comeback, I understand 'Non-Flexible' bookings are generally non-refundable if I cancel. However, if Premier Inn cancelled my booking, their terms clearly state I am entitled to a full refund.
FAQ
Can I get a refund for a 'Non-Flexible' Premier Inn booking?
Generally, no, if you cancel it yourself. 'Non-Flexible' bookings are typically non-refundable. However, if Premier Inn cancelled your booking, you are entitled to a full refund regardless of the rate type.
How long does a Premier Inn refund take?
Premier Inn aims to process refunds within 3-5 working days. However, it can take up to 10 working days for the funds to appear in your account, depending on your bank's processing times.
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A self-serve tool, not a law firm. General information, not legal advice.