FAQs | Premier Inn and Payit™ by NatWest

Refunds have never been quicker – or easier! We’ve partnered up with NatWest to take the hassle out of receiving refund payments from our Guest Relations team. With Payit™, we can streamline the refund process, meaning you get your money back quickly and securely without your bank details being shared or stored.

When your refund has been processed by our Guest Relations team and is ready, you'll receive an email from noreply@services.natwest.com, which will feature our Whitbread logo.

Once you’ve received the email, simply follow the email instructions to complete the process – which should take between three and five minutes – and receive your refund directly into your bank account.

1. Click the ‘Start’ button and follow the simple verification steps
2. Choose your bank from the list on screen
3. Sign in to your usual online or mobile banking account via Payit™
4. Select the account you want to receive funds into. Note – the name of the account holder will have been confirmed with the Guest Relations team via email
5. Confirm your selection, and you’re all set!

We want to simplify the way you receive refunds from us, which is why we’ve partnered with Payit™, an open banking service provided by NatWest. Payit™ allows money to be paid instantly into your bank account, and you don’t need to be a NatWest customer to use it.

No! Payit™ is free to use.

Payit™ by NatWest connects securely to your bank online using open banking, which means you can log in safely using your existing bank details. Don’t worry – the Payit™ system isn’t able to see or store your personal bank details. If you’d like to find out more about the process, visit the open banking website.

Payit™ works by sending emails with a secure link to access your payments. Usually, you’ll have 30 days to claim your funds, after which the link will become inactive, and you’ll have to get in touch with the Guest Relations team to claim your refund.

While the Payit™ process is usually speedy, some payments may take a little longer to go through depending on your bank. Check your bank online or through your mobile banking app for updates.

No apps necessary. Payit™ is all online, so you can visit the website from any device.

If you have any questions, get in touch with our Guest Relations team on 0333 003 0025.