Premier Inn Hotels Limited
Premier Inn Hotels Limited's Guest Relations department handles feedback, complaints, and general queries related to guest experiences at their hotels. Common reasons for calling include addressing issues with stays, service, and overall guest satisfaction. The department operates Monday to Friday, from 09:00 to 17:00. While typical wait times are not specified, it is advisable to call during mid-morning or mid-afternoon to potentially avoid peak times. For booking changes or group bookings, guests should use the dedicated booking lines. Alternatively, feedback forms can be submitted online, with responses expected within five days.
Updated 15 Dec 2025
Expected outcomes
- Submit feedback or complaint
- Request refund under guarantee
- Inquire about guest experience
- Resolve service issues
- Confirm complaint status
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Booking reference
- Details of stay
- Contact information
- Proof of eligibility
- Issue description
- Good Night Guarantee terms
Known issues
A common issue with Premier Inn's Guest Relations is the slow response to feedback forms, often taking up to five days. Resending forms can delay replies further, so patience is advised. Another frequent problem involves disputes over the refund policy, particularly related to the Good Night Guarantee. To avoid issues, ensure that claims meet all terms and conditions. Refunds are not available for cancellations outside the booked rate's conditions. For a smoother experience, consider calling during non-peak hours or using online forms for non-urgent matters.
