Frequently Asked Questions


Why are there no rooms available at my chosen hotel?

If the date you’d like to stay at a hotel is greyed out on our website, it means the hotel is fully booked. You can either choose an alternative nearby hotel or change your dates if possible.

Why wont the booking form accept my details?

Please contact our Central Reservations team on 03451 551 551 or email us at [email protected]

How do I know if my booking has been confirmed?

At the end of the booking process, you will be given a unique reservation number, this confirms your booking. You will also receive an email confirming the booking details and your reservation number.

What happens if I don’t have a reservation number?

The lead booker should contact our Central Reservations team on 03451 551 551 or email us at [email protected]

I've made a booking but why haven’t I received an email confirmation?

An automated email confirmation is sent as soon as the booking is made. If you don't receive this within an hour, please contact our Central Reservations team on 03451 551 551 or email at [email protected] please also check your junk folder.

I booked through, how do I make a change to my reservation?

Any reservations made via must also be amended through them, you can do this by logging into your profile and accessing the ‘manage my bookings’ tab, alternatively you can call them on 0203 564 6725.

What is the difference between Advance and Flexible rates?

Advance rates must be paid for in full at the time of reserving your room and are non-refundable and non-amendable. Flexible rates are paid for on the day of your arrival at the hotel and your booking can be amended or cancelled up until 1pm on the day of arrival, free of charge.

How far in advance can I book?

You can make bookings 360 days in advance of your arrival date.


When do I pay my bill?

If you book one of our Advance rates, payment will be taken in full at the time of booking. If you book one of our Flexible rates, payment will be taken at check-in. If you wish to pre-pay for your Flexible reservation before arriving, please contact Central Reservations on 03451 551 551 and one of the team will arrange the payment to be taken. Any food and drink purchased in the pub or restaurant during your stay must be paid for at the time, you cannot add these to your room as an additional charge.  

Why wont the website accept my credit/debit card?

We accept the following payment cards; Visa, Mastercard, Visa Debit. Please ensure that you enter the number on the front of the card, start date, expiry date and issue number (if applicable) correctly. The expiry date must be later than the last day of your intended stay - please use an alternative card if this is not the case.

Will you charge my card to guarantee my booking?

If you choose an Advance room rate, the card details you provide during your booking will be used to take payment at the time of booking. If you choose a Flexible room rate, the card details will only be used to guarantee and secure the booking. You can pay for your stay using a different card at check-in if you prefer, when choosing a Flexible rate. Any cancellation, no-show or damage made during your stay that may need to be charged, will be charged to the card you provide when reserving your room. 

I am paying on behalf of somebody else, can I pay in advance?

Yes, we require a third-party authorisation form to be completed and returned to us prior to arrival. You can request this via [email protected] or by calling 03451 551 551.

Can I pay using American Express?

American Express cards can only be used for payment once at the hotel, unfortunately we cannot accept these for website bookings or via our Central Reservations team. If you would like to pay by American Express, you will need to choose a Flexible rate, as these are the rates that can be paid for at check-in.

Will I receive a receipt?

You will be given a card receipt upon check-in, a VAT invoice can also be requested at check-out.  

I've lost my receipt, how can I get another copy?

Please contact our Central Reservations team on 03451 551 551 or email us at [email protected]



What is the Innkeeper's Collection cancellation policy?

If your booking is made subject to our Flexible rate terms and conditions, we won't charge you for cancellations providing they're made before 1pm on the day you're due to arrive. If you need to cancel or amend your reservation, please call our Central Reservations team on 03451 551 551 or email us at [email protected]. Any cancellations made after 1pm on the arrival date will result in the full amount per room, for the first night, being charged to your card. All bookings made subject to our Advance rate terms and conditions are non-refundable and cannot be amended or cancelled without the full charge being incurred. Full booking terms and conditions can be viewed here.

What happens if I cancel after 1pm or do not show up to my booking?

If you are unable to notify us before 1pm on the day of arrival or do not check in, the first nights’ accommodation will be charged, the remainder of your reservation may be cancelled. If you have booked multiple nights and still require the remainder of your stay, please contact Central Reservations as soon as possible to avoid disappointment.


What time is check-in and check-out?

Check-in is between 3pm and 10pm. We cannot guarantee you will be able to gain access to the hotel after 10pm, therefore, if your arrival time falls after this time, you must call the hotel you are staying at to see if they can accommodate your requirements. Check-out time is 12pm.

How many people does a family room accommodate?

Our family rooms can accommodate up to four people - two adults & two children under 16, our rooms can also accommodate one travel cot, some hotels can provide these upon request, we advise you to check with the hotel you are visiting. Not all our hotels offer family rooms, please carefully check the room type you are booking. Our sofa beds are not full-size beds and are not suitable for adults. If you have specific questions about our family rooms, please call our Central Reservations team on 03451 551 551 or email us at [email protected]

What is the maximum number of adults you can have in one room?

We allow up to two adults per room.

Can I bring my pet to an Innkeeper's Collection hotel?

Unfortunately, no pets are allowed in our hotels, with the exception of assistance dogs.

Do you have any smoking rooms?

No, all of our hotels operate a no-smoking policy throughout. Smoking within the premises will result in a £100 fine.

What TV channels do you have at Innkeeper's Collection hotels?

All of our hotels have large digital TVs with Freeview channels.

Would I be able to leave my luggage before check-in or after check-out?

As each of our hotels are unique in design and size, luggage storage space will not always be possible, please contact the hotel directly for more information.

Do all hotels have accessible rooms?

Some of our hotels have rooms that are specially adapted for disabled guests. Ground floor rooms are often available for guests with walking difficulties but please check with the hotel for details, as each of our hotels are unique with different layouts. If you would like more information about which of our hotels have accessible rooms, please contact our Central Reservations team on 03451 551 551 or email us at [email protected]

Do your rooms have air conditioning?

The following hotels have air conditioning; The Melville, Edinburgh, All Bar One Liverpool, Miller & Carter Sheffield and The Mitre, Greenwich.

Is there a bath in each room?

All our hotels have showers, a selection of hotels also have rooms with a bath. These are The Castle in Castleton, The St George & Dragon in Exeter, The Crown & Greyhound in Dulwich, The Springfield Inn in Nottingham, The Bears Head in Sandbach and Miller & Carter Aughton. For more information, please contact the hotel or our Central Reservations team on 03451 551 551 or email us at [email protected]


How many rooms are classified as a group booking?

Five rooms or more is considered a group booking, however this may vary per hotel depending on how many rooms the hotel has. If a group of individuals have booked multiple rooms separately for the same hotel on the same dates, we reserve the right to apply Group Terms and Conditions. To find out if your enquiry is classified as a group booking, or to find out the options for your stay, please contact our Central Reservations team on 03451 551 551 or email us at [email protected]. You can view our Group Terms and Conditions here.


Do you offer corporate rates?

Corporate rates may be able to be offered for regular businesses requesting to stay at an Innkeeper’s Collection hotel, to discuss this with our team and to find out about options available, please contact Central Reservations on 03451 551 551 or email us at [email protected]


Do all Innkeeper's Collection hotels have a pub and restaurant?

Yes, each of our hotels are situated with a pub or restaurant. Please see our food and drink page for more details.

Does my room reservation automatically come with a table reservation?

No, please ensure you contact the pub or restaurant you are staying with to book a table for lunch or dinner. Some of our pubs and restaurants get booked in advance, so where possible, reserve your table as early as possible to avoid disappointment. Table bookings must be made directly with the pub or restaurant.


Do you offer breakfast and is it included in the price of the room?

Breakfast is available at all our hotels and can be booked at the same time as making your room reservation, simply select the room rate which includes breakfast. Alternatively, you can pay for your breakfast each morning when at the hotel.  

What time is breakfast served?

Breakfast is served from 7am until 9:30am Monday to Friday and from 8am until 10am Saturdays, Sundays and Bank Holidays.

How much does breakfast cost?

Breakfast varies by hotel depending on which pub or restaurant the hotel is situated with.

What can I choose for breakfast if I pay in advance?

If you have paid for your breakfast as part of your room rate, you will be able to choose one dish from the breakfast menu. Tea, coffee and juice will also be available to hotel guests. Any extra dishes, add-on items or upgraded drinks will be charged at an additional cost.


Do all hotels have a car park?

Most hotels offer free onsite parking. Some hotels require you to enter your registration number at the bar, please check if this applies when you check-in. Car parking spaces are allocated on a first-come, first-serve basis and are not reserved for hotel guests. The following hotels have a limited number of spaces; The White Lion in Ambleside, The Castle in Castleton, The Beverley in Cardiff and The Crown & Greyhound in Dulwich. The following hotels do not have a car park and a nearby car park or alternative transport should be used instead; The County Hotel in Lytham St Annes, The Mitre in Greenwich, All Bar One Liverpool, Miller & Carter Sheffield.

Do you provide EV charging points?

We have EV charging points at the following hotels; The White Hart in Hook, Inn on the Lake in Godalming, The Red Lion in Portsmouth, Toby Carvery Doncaster, Toby Carvery Quinton and Miller & Carter Maidstone.  

I stayed at an Innkeeper’s Collection hotel, but I have received a parking fine. What should I do?

If you have received a car parking fine, please contact the company directly using the information on the fine that you have received. Alternatively get in touch with our Guest Care team on 0121 498 7098.


How do I access the hotel WiFi?

We have high-speed wireless internet installed in most of our hotels. If you have a WiFi enabled device, for instance a smartphone, tablet, or laptop, you can connect to the internet for free via a log in page provided by O2. All you have to do is register your details the first time you access the service, and then log in using the same details on future visits to any Innkeeper's Collection hotel. Access to the WiFi service is subject to registration with O2 and O2's Fair Usage Policy. If you require instructions to connect to O2, please ask a member of the team and they'll be very happy to help.

What safeguards are there around the hotel's WiFi?

We have high-speed wireless internet access installed in most of our hotels, supplied by O2. Connections via O2 are via an unsecured wireless network and guests will need to take their own precautions around data security when using this service. The O2 WiFi service has the Internet Watch Foundation (IWF) content filtering as standard. This service blocks internet access to ALL content that the IWF has flagged as Child Sexual Abuse and Exploitation. See the IWF's website for more details.


How can I redeem a gift card?

You must book your hotel reservation on our Flexible rate. A credit or debit card will need to be provided at the time of booking to secure the room. The gift card can then be redeemed at check-in against your balance. If the gift card does not cover the total cost of your reservation, you will need to use an alternative payment method for the remaining balance.

Do I have to use the full balance on my gift card?

Not at all, please specify the value you would like to redeem from your gift card at check-in.


I think I have lost an item, who do I contact?

For any lost property enquires please contact the hotel directly.

Can you recommend a taxi service during my hotel stay?

We advise contacting the hotel that you are staying with for local taxi services, directions, and local enquiries. Contact details for the hotel can be found in the ‘Hotels’ section of our website or call our Central Reservations team on 03451 551 551 or email us at [email protected]

How do I remove myself from your direct marketing? 

To opt out from our marketing emails, click the unsubscribe link at the bottom of any email.


If you have a more general question about Innkeeper’s Collection hotels, please click here and contact our team.