Contact us

From advice about an upcoming stay to understanding how to make changes to your booking, our friendly teams are here to help, so you can rest easy from check-in to check-out.

We’re currently experiencing a high volume of calls, so please bear with us. 

If you don’t receive booking confirmation email within 12 hours, please contact Guest Support as soon as possible on 0333 003 8101 between 9am-5pm from Monday to Friday. If your booking is for our Dresden hotel,  your booking confirmation email may take up to 24 hours to arrive.

Please note we will not be offering refunds for cancellations made outside of the terms and conditions of the rate you booked with.

The simplest, speediest way to book with us is online. However, if you’re looking to book between five and nine hotel rooms – or if you’d just prefer to make a booking with us over the phone – give us a call on 0333 003 8101 between 9am – 5pm from Monday to Friday. For bookings of 10 rooms or more, head over to our group bookings page for more information.

You’ll find the answers to some of our most common questions below, but don’t forget to check out our handy FAQ page for more information:

If you have any feedback for us after a recent stay or other experiences, you can let us know via our feedback form. With so many guests getting in touch, it may take up to 10 days for us to respond to your feedback, so please be patient with us. If you’ve already sent us some feedback and you’re waiting for a response, please don’t resend your feedback form as that might delay our response further. Our teams are working hard to get back to you during these busy times, and we hope to return to service-as-usual as soon as we can.

Please ensure that any claims regarding our Good Night Guarantee meet our terms and conditions, otherwise we’ll be unable to process any refunds.
 

If you have a question about one of our hotels specifically, check out our full list of hotels to get in touch with the hotel directly.