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Old 19 Mar 20, 12:04 AM  
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cornishfrogboy
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Great refund service from Premier Inn!

We are in the process of cancelling our USA vacation and being DIY, we have a fair amount of admin to do.

One thing we had written off in our heads were a number of Premier Inn bookings that were at the non flex rate and thus unrefundable...

2 rooms in Salisbury
2 rooms at Chertsey
2 rooms at LHR going out.
1 room at LHR coming home.

Following an email tonight, I was able to cancel all 7 rooms with full refunds despite terms and conditions to the contrary.

Great service, Premier Inn and you now have a very loyal customer. (You already did anyway). Itís what a company does when things go wrong that is more important than when things go as planned.
I am watching things very carefully in the coming weeks and this will impact on who I buy/book things from in the future. Several very major players have been struck from my Ďapproved listí including one fronted by a tax exile with a beard.
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Edited at 09:22 AM.
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Old 19 Mar 20, 12:13 AM  
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tocpe321
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Glad they've been so good.

That was our experience too a few years ago when we were unable to make our stay.

As you say, things like that really make you feel loyal to a brand.

I hope the rest of your admin goes well.
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Edited at 12:14 AM.
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Old 19 Mar 20, 08:11 AM  
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Weíve just cancelled our Easter New York trip. Still waiting for VA to cancel flights so no refund yet and the only other thing is the parking at Manchester Airport kept £7.50 for cancelling (it was in the t and c so Iím not complaining!)
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Old 19 Mar 20, 08:17 AM  
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FamilyGWales
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Yes, I had written off six different premier Inn stays in the next few weeks as I had non-flex tickets but got the email too and was able to cancel the lot. Very happy.

This is a step up from their previous offer I had seen referenced on here about being able to shift the stays to another date.

It currently applies to stays between the 19th March and 31st May 2020.

premierinn/gb/en/covid-19.html
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It's an insurance thing ...
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Old 19 Mar 20, 08:56 AM  
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I too have had a refund didn't expect one as a non flex ticket good business move they've secured my business in the future
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Old 19 Mar 20, 09:02 AM  
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Iíve had it too, was tempted to still go and have a night away!
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Old 19 Mar 20, 09:08 AM  
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I suspect I am like others and filing away for future decision making these big Companies who are looking after their customers.

All credit to Premier Inn plus all the others who are taking this stance. They will reap back the fact they have looked after their customers many time over.
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Old 19 Mar 20, 09:55 AM  
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Jakey Neverland
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I did the same yesterday for our Easter trip to London, I just really hope the train company decide to change their rules. I can currently exchange but who knows when for, I would just like a refund. If they do lock down London I do hope they will do a full refund.
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Old 19 Mar 20, 10:01 AM  
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Iíve been impressed too! We had a booking next month for a wedding that has now been moved to September...Iíve amended our booking and the night in September was actually cheaper than the rate Iíd already paid so they refunded the difference also! Totally wasnít expecting that one.
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Old 19 Mar 20, 10:55 AM  
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Beechwood Babe
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Originally Posted by Jakey Neverland View Post
I did the same yesterday for our Easter trip to London, I just really hope the train company decide to change their rules. I can currently exchange but who knows when for, I would just like a refund. If they do lock down London I do hope they will do a full refund.
I had two train journeys booked for April and I have just been given a full refund for both. All I had to do was log into my account and cancel through "My Bookings".
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