We’re here to make sure everyone can rest easy

Inclusivity. At Premier Inn it’s a word that shapes the way we think, feel and act. And why the comfort of every guest is our top priority. As part of Whitbread, we are an inclusive employer, providing equal opportunities for all, regardless of their physical ability. This inclusivity is reflected in the things we do to meet the requirements of guests with accessibility needs, whether they are travelling for business or leisure.

Our EnAble standards ensure that guests with accessibility needs have everything they require for the best stay possible. Our aim is to provide the same quality of guest journey for everyone. That means offering outstanding facilities and ensuring there’s a consistent level of service, every step of the way, thanks to our highly trained team.

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Helping guests with accessibility needs to have an enjoyable stay

The number of people with disabilities and/or additional requirements in employment in the UK is rising... with over 5 million working-age disabled people in employment between October to December last year.*. So, it’s up to everyone in the hospitality industry to make sure they are doing all they can to make people with accessibility needs feel as welcome as possible, every time they stay with us.

We want to celebrate the role that people with accessibility needs play in businesses up and down the country. That’s why we are doing everything we can to make life easier for all of our guests who are travelling for business. Of course it’s about being legally compliant... but it’s about so much more than that as well. About going further to do more and making sure that every single guest feels welcome at Premier Inn and has the best stay ever.

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Always being prepared to get things right

For guests with disabilities and/or additional requirements, an exceptional experience starts even before they arrive at one of our hotels.

Anyone booking an accessible room receives a call from us before their arrival to check if there are any special requests (we aim to call guests who have made same day bookings or bookings with shorter lead times but this is not always possible). If a phone call isn’t appropriate, we’re always happy to communicate by email.

Knowing about specific guest requirements in advance means that we can make every effort to accommodate them. Prior to arrival, guests can make specific requests and naturally, we are more than happy to accommodate them to ensure they have the best possible stay. Plus, we never make any changes to an accessible room booking – such as swapping rooms – without obtaining their approval.

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Offering the very best welcome for everyone

A few simple measures ensures a trouble-free arrival. From the moment the guest parks in one of our accessible parking bays to the moment they lie back on their super comfy kingsize bed**, their journey through our hotel is straightforward, safe and hassle free.

When checking in, guests have the option to write things down if they prefer and to use a clipboard if it’s easier than the reception desk. Good communication between guests and our team is important, so we always make sure that the hearing loop at reception is positioned correctly and functioning properly. And, to ensure that guests have an enjoyable experience every time they stay with us, we’re on hand to help with carrying bags, pressing entry buttons, or opening doors too.

Our staff are also thoroughly trained to assist those with accessibility needs and aware of the procedures they need to follow for accessible rooms. For example, during shift handovers, all team members are fully aware of the needs of guests with additional requirements – as well as the steps to follow in case of an emergency.

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When it comes to accessible rooms, we’ve thought of everything

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Our Silentnight beds are the same height as most wheelchairs, which means guests can transfer from chair to bed easily. And because we want their night time routine to be as relaxing and comfortable as possible, we won’t tuck in sheets and covers when making up beds.

Where there are energy-saving bedside lights, we will only leave one switched on, on the side where the guest gets into bed – which will help to make turning off the light easier at bedtime.

Extra pillows are conveniently located in a sealed bag on the lowest shelf of the wardrobe with the seal and zips easily accessible. And, wherever possible, any other furniture will be rearranged or taken out completely if requested.

In case of emergency, all accessible bedrooms are provided with assistance alarms. And because safety is our number one priority, if guests are hard of hearing or deaf, vibrating pillow pads with strobe lights are available to alert them in case of fire.

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This thoughtful approach carries on into the bathroom – all are fitted with convenient grab rails for additional support. In our new hotels, 50% of accessible bedrooms will include a wet room and the rest will have shallow, accessible baths for ease of access. All accessible bathrooms have emergency assistance alarms, and their pull cords will be untied and easily reached should the guest need to call for help.

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Restaurants where everyone is welcome

We also make eating and drinking at our restaurants as easy and straightforward as possible for all our guests... including those with accessibility needs. We can even deliver meals to their room if requested.

In our restaurants, every effort is made to accommodate seating preferences and we make sure tables are accessible by wheelchair if required. As well as clearing the route, a member of staff will offer to guide guests to their table. Large print and braille menus are available and, if appropriate, one of our team will always read out what’s on the menu.

To make guests feel truly welcome whilst dining with us, we also allow for trained assistance dogs in our restaurants (water provided). And if a guest finds the music too loud, we will happily turn it down. It’s all part of the service.

Whether you have additional requirements yourself and need to travel on business or are responsible for making bookings on behalf of colleagues with accessibility needs, you can find out more about our inclusive approach to the guest experience by contacting us at pi.accessible@premierinn.com

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Did you know...?

Whitbread is the hospitality sector sponsor for Purple Tuesday, a global social movement dedicated to improving the customer experience for those with disabilities and/or additional requirements and their families.

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*Source: House of Commons Library Research Briefing – Disabled people in employment, March 2024

**Kingsize beds not available in all rooms

June 2024

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