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Complain to Premier Inn

UK’s largest hotel chain - complaints about room quality and booking issues

Travel

Contact emails

customer.relations@premierinn.com

Customer Service

guest.relations@whitbread.com

Complaints

Make a complaint online(opens in a new tab)

Premier Inn handles complaints through its official online form.

Laws that protect you

Package Travel Regulations 2018

Protection for package holidays including compensation for significant issues.

Regulation 15Regulation 16

Consumer Rights Act 2015

Travel services must be performed with reasonable care and skill.

ATOL Protection

Financial protection for air package holidays if company fails.

Tips for Premier Inn complaints

  • Document everything with photos and videos
  • Report problems to the rep immediately and get written confirmation
  • Keep all receipts for expenses caused by issues
  • Package holidays have stronger protection than DIY bookings
  • Check if your booking is ATOL or ABTA protected

If Premier Inn doesn't respond

  1. 1

    Travel Company

    No legal deadline: set yours in the letter

    Contact the travel company’s customer service team directly

  2. 2

    ABTA / ATOL

    If your booking is ABTA/ATOL protected, escalate through their dispute resolution scheme

    Visit website
  3. 3

    ADR Scheme

    8 weeks

    Many travel companies subscribe to an ADR scheme; check their T&Cs

  4. 4

    Small Claims Court

    File a claim for up to £10,000 if resolution fails

    Visit website

Frequently asked questions

Under the Package Travel Regulations 2018, the organiser must put things right or compensate you. You’re also entitled to a price reduction for any period where services weren’t provided as agreed.

Yes. The organiser must offer a full refund within 14 days of cancellation. You may also be entitled to additional compensation unless the cancellation was due to extraordinary circumstances.

ATOL protects you if your air travel company collapses. You’ll get a refund or be brought home if you’re already abroad. Look for the ATOL certificate with your booking.

Put your complaint in writing to guest.relations@whitbread.com with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail.

Send complaints to guest.relations@whitbread.com. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Tools & guides for your Premier Inn complaint

Free calculators and explainers that strengthen the case you make to Premier Inn.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Premier Inn? Reply to complaints here.

Don't let Premier Inn ignore you

Read your Premier Inn letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

Start my Premier Inn complaintSign in

Free to draft • The letter is yours either way

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Premier Inn or any of the companies listed on this site. Where an address is marked verified, we read it on Premier Inn’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Premier Inn. This page is for informational purposes only and does not constitute legal advice.