Premier Inn will not cancel my booking due to a concert being rescheduled

Angemill75

Hi,
This is the first time I have posted on here and was wondering if anyone had any advise.  My husband and I were due to see Queen at the O2 on June 5th 2020 and this has now been rescheduled to 4th June 2021. I booked our room when I bought the tickets last year. I have tried to amend the date but as this is more than a year away I am not able to do so. I have tried to cancel the room as it states in my confirmation I can do this up to one day before hand I can not do that.
I have private messaged Premier Inn on their Facebook page and had 3 different people tell me that I can't re-book but also I can not cancel or get a refund as the booking is after the 31st May 2020. I have stated that firstly this is not my fault that the concert has been re-scheduled but secondly what if I was unable to attend because of the new rules put in place with social distancing and being extremely vulnerable. No response.
Help. I know its not a huge amount of money but this is stupid.
Any suggestions help whatever please.

Thanks

sharpe106

Have you tried phoning them to discus this rather then just on facebook.

Angemill75

There phone lines are closed. prefer to speak to a human but can't

Jeremy535897

I don't know why the date of 31 May 2020 is relevant. You are entitled to a refund and should keep the pressure on.

gettingtheresometime

In fairness to Premier Inn, look at what you're asking them to do.
You're asking them to rebook a room for a date which, at the moment, theoretically you'd be able to use. Obviously if that changes  (& yes it's more than likely that will happen) then they may allow you to change it.

You're also asking them to book a room for a date which is at the moment unavailable anyway, regardless of what is happening in the world.

I know it's a frustrating time but I think we all need to put a little perspective on things (and yes I have had major plans for this year distrupted)

Angemill75

gettingtheresometime said:

In fairness to Premier Inn, look at what you're asking them to do.
You're asking them to rebook a room for a date which, at the moment, theoretically you'd be able to use. Obviously if that changes  (& yes it's more than likely that will happen) then they may allow you to change it.

You're also asking them to book a room for a date which is at the moment unavailable anyway, regardless of what is happening in the world.

I know it's a frustrating time but I think we all need to put a little perspective on things (and yes I have had major plans for this year distrupted)

Totally get where you're coming from just frustration when you have 4 different people telling you 4 different things and not really answering my question (Premier Inn that is!). I will wait until the 1st June and try and re-book or cancel. 

Undervalued

Jeremy535897 said:

I don't know why the date of 31 May 2020 is relevant. You are entitled to a refund and should keep the pressure on.

Why?
At the moment it is possible (OK, unlikely I know) that the hotel will be open again by the date of the booking. If it is not open going to be open then obviously the OP will be entitled to a refund once that decision is made. If it is open, then it is no business of Premier Inn that the concert has been cancelled.

bagand96

Angemill75 said:

I have tried to cancel the room as it states in my confirmation I can do this up to one day before hand I can not do that.

What rate have you booked? From what you say there it sounds as if you have a flexible rate. If you’ve booked Flex or Semi-Flex then you should be able to cancel no questions asked.  Just log into the booking and press cancel. I’m not sure why the website isn’t allowing you to do that?

Tiexen

I was booked into the Premier Inn mid May,  and had this e-mail:

If you are now unable to stay with us due to the current situation, we will be providing all guests with a stay between the 19th March and 31st May 2020 an opportunity to re-book or cancel.

If you have any questions at all regarding your booking, or you need to re-book or cancel, we invite you to visit the Coronavirus COVID-19 FAQs page on our website where we’ve put together some frequently asked questions which should be able to help you.

mattyprice4004

How is it stupid? Premier Inn didn't arrange the concert, so if they re-open before the date you're booked in they don't have to do anything. 

There's absolutely no link between the concert and Premier Inn; if they're still closed you'll get a refund but otherwise it's not their issue. 

AgentOso1

I feel your pain but this is always a risk. Premier Inn let you book a room with and without the flex option. With flex, you can amend, without flex, you take a gamble.

Premier Inn have been one of the good guys in all this tbh for the immediate bookings made that are within the no travel / isolation period enforced by the government they are refunding both felx and non-flex.

I know the phone lines are closed an that makes it difficult. As it has been rescheduled due to the covid outbreak you can keep trying that it is exceptional circumstances.