Premier Inn booking help please!

[QuestionableMouse]

I'm meant to be staying at a Premier Inn today. Woke up with Covid symptoms so can't stay.

The phone booking helpline is closed and the app/website won't let me change my dates (just tells me there's a problem with doing that.)

What do I do now? It's over £200 which I can't afford to lose!

Which rate did you book?
If you booked flex rate you can cancel before 1pm online.

You have lost your money. Sorry.

On a separate note. Why on earth did a premier inn room cost £200 for a Sunday night in early October?

Phone where youre meant to be staying

Are you sure you can even do anything about it at this stage? I think once it's the day of.. you lose everything?

Find your confirmation email. If you booked a flex rate that you can cancel by 1pm on the day of arrival, then it usually has a link to cancel. Otherwise log in to your account and it will show you all your bookings, and if you have the option to cancel or amend, it will have a link against the booking.

If you didn’t book a flex rate then there might not be anything you can do.

If you booked a flexible rate you will be able to cancel. If you didn't, then you are stuffed.

Their webpage gives full details of what to do plus a Hotel Directory for contacting the actual hotel directly.
www.premierinn.com/gb/en/contact-us

I’ve just looked on their website and you should be able to change the dates up until 1pm today, whichever rate you booked. There is a video showing how to do it. If it doesn’t work then phone the hotel where you should be staying and at least there will be something on record.

Phone the hotel and speak with them directly.

@MyPatronusIsACat because I'm meant to be staying for four nights but depending on how long the test results take, I probably won't make any of them.

I can amend the arrival date until 1pm only it seems like there's a problem with the system!

[quote QuestionableMouse]@MyPatronusIsACat because I'm meant to be staying for four nights but depending on how long the test results take, I probably won't make any of them.

I can amend the arrival date until 1pm only it seems like there's a problem with the system![/quote]
You should make contact in writing ASAP. State that you tried to call and do it online but it didn’t work. Screen shot the error. This will be evidence you tried to fix it, they can’t decline the amendment if you tried.

The app is no better - it let's me select a date to change to but when I click through to confirm, the dates haven't changed.

Via email I mean try and email them. Doesn’t matter if they don’t respond before 1pm as long as you send it before 1pm and you tried the other methods.

I have found them to be so helpful when something like this happens

Put it all in writing they should be able to help with a credit note or voucher

I've emailed the hotel and will try ringing them again shortly. Also tried Twitter. Can't believe the customer service line of such a huge company is closed on a Sunday!

Ring the actual hotel. The number will be on the website

I have. It's just ringing at the moment.

Are you calling the direct number to the hotel?

Yep! I also tried that before posting this thread. 😕

Try Facebook messenger?

They were probs busy with breakfast then, try again, hopefully you’ll get through

Are you trying to move the booking to January? If so certain nights of your stay they might be fully booked hence why it’s not allowing you to book.

[quote QuestionableMouse]@MyPatronusIsACat because I'm meant to be staying for four nights but depending on how long the test results take, I probably won't make any of them.

I can amend the arrival date until 1pm only it seems like there's a problem with the system![/quote]
Oh right! Four nights makes more sense for £200!!!

Hope you get through, but if it's not a flexible booking, you will lose the money. Although......... having said that, you MAY only lose one night. If you can cancel it this afternoon.

They MUST be open. Surely they are. Or have you properly confirmed they're shut?

As has been said, surely you can cancel online?

Yes trying to move it to Jan as its the only date that isn't much more expensive. According to the app, there's plenty of availability so I don't think that's the problem.

The customer service line says it's closed and to use the website.

@QuestionableMouse

I have had this exact issue, are you using safari or chrome by any chance? Try another browser and you may find the error doesn't come up and you can amend it to another date but be quick as it has to be done by one

Will try that, thanks!