Premier Inn Softens Policy After Refusing Refunds on Bookings In Areas Under Travel Restrictions

After Premier Inn denied refunds to customers in parts of Wales that are experiencing strict lockdown rules, the hotel chain seems to have changed its policy to allow for more flexibility.

Premier Inn refunds have been refused by the hotel chain during the Wales lockdown even though customers with bookings are now banned from going to hotels, according to MSE News.

The Wales lockdown has been put in place to slow the spread of the coronavirus. The lockdown rules in England and Scotland are a bit looser, and people are allowed to go on holiday there.

But the Wales lockdown is strict, and all holidays or nonessential travel is against the law. However, Premier Inn refunds in Wales were still being declined.

However, according to the company’s website, Premier Inn has adjusted its policy.

“Recognising the need for more flexibility, we have changed all of our room rate products to offer clear choices around cancelling or re-arranging bookings,” the Premier Inn website says.  “All our rates now offer the ability to amend on a like for like basis right up to 1 p.m. on the day of planned arrival or to cancel within the terms and conditions of the specific room rate for a full refund.”

The Competition and Markets Authority (CMA) says that due to the pandemic’s restrictions, customers should be able to get hotel booking refunds when they are banned from travelling, as they are in the Wales lockdown, according to MSE News.

However, many customers seeking Premier Inn refunds hit a wall because the hotel said customers were not eligible for a full refund due to the Wales lockdown and their policy was “in compliance with both Government guidelines and consumer law.”

Complaints have piled up from customers who have been turned down for Premier Inn refunds.

One customer seeking a refund wrote to MSE News, explaining: “I booked a three-night stay at a Premier Inn in Llandudno. Now new local restrictions say I cannot travel there. I rang them for information — they say I cannot have a refund, but can change [to new] dates, which of course are more expensive.” 

Another angry customer, Joe Cosby, took to Twitter on 4 October after being denied a Premier Inn refund: “Awful service from @premierinn. Cardiff in lockdown and if I visit their hotel next week I’m breaking the law, but they are refusing to cancel my booking or allow me to move to a different hotel outside the lockdown area.”

But Joe wrote the same day that he was granted a Premier Inn refund after many phone calls and emails.

For customers seeking Premier Inn refunds, the hotel has mentioned that its call centre is very busy, so it may take some time to contact the company. Check the website and use the self-service page if getting through to the call centre is too much hassle.

If you have booked a holiday or hotel accommodation during the Wales lockdown, you should be entitled to a full refund.

Local lockdowns are a new concept for everyone, and currently 17 million people in the U.K. are living under some sort of pandemic restrictions.

If you have booked a holiday during the Wales lockdown, and cannot go to your hotel, you are able to demand a refund for your booking.

If travelling during the lockdown is breaking Welsh law, hotel refunds should be granted without resistance.

The CMA says it expects hotels to give customers full refunds if they are prevented by law from travelling. 

Did you book a hotel accommodation during the Wales lockdown? Were you able to receive Premier Inn refunds or refunds from another hotel? Share your experience in the comments.

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