Making a booking
How do I book online?
Go to the 'Find a room' page and type your desired location, postcode, attraction etc, into the "Where would you like to stay" box - or you can select one of our lodges from the drop down list - then press the search button.
Once you have chosen your lodge, press the "Check availability" button. Then enter your date of arrival and departure, number of adults/children and press "Check availability". Select your room, price and press "Book now".
Enter your details and note any comments/requests in the "Special requests" box, then press "Review reservation" (ensuring all relevant/mandatory fields are completed). You will need a credit/debit card to make your booking. Once you have checked your reservation/details press the "Make booking" button to complete your reservation and receive your booking confirmation.
There are no rooms at my chosen lodge.
If there are no rooms available, alternative lodges will be suggested to you.
The booking form won't accept my personal details.
Please contact our room reservations team on 08451 551 551 or email us for assistance. Calls will cost 2p per minute plus your telephone company's access charge.
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 details and the reservation number.
What happens if I don't have a reservation number?
This may be due to a technical fault, so please contact our room reservations team on 08451 551 551 or email us for assistance. Calls will cost 2p per minute plus your telephone company's access charge.
I've made a booking but haven't yet 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 room reservations team on 08451 551 551 or email us for assistance. Calls will cost 2p per minute plus your telephone company's access charge.
Is my booking guaranteed?
Your credit card or debit card account details provided at the time of booking guarantee your booking.
Can I make a group booking?
If you'd like to make a group booking of five rooms or more, please contact our room reservations team on 08451 551 551 or email us with your requirements. Calls will cost 2p per minute plus your telephone company's access charge.
How do I change my booking online?
You can only check, amend or cancel your booking on our website while online. On the homepage under "Update / Cancel a Booking", enter your details and follow the steps.
How far in advance can I book?
Reservations can be made up to 12 months in advance.
Do I need to give you my payment card details to confirm my booking?
Yes, we'll need your payment card details to guarantee your booking. All details are stored securely.
If your booking is made subject to our Flexible Rate terms and conditions you'll be asked to pay for your stay on arrival, at which point you can pay with a different card if you like. We won't charge you for cancellations on Flexible Rate bookings providing they're made before 1pm on the day you're due to arrive. Cancellations made after 1pm on the arrival date will result in the full amount per room, for the first night only, being charged to your card.
All bookings made subject to our Advance Purchase Rate terms and conditions are non-refundable and cannot be amended or cancelled without the full charge being incurred. The cost of Advance Purchase rate bookings will be charged in full between the time of booking and the morning of your arrival.
At check-in you will need to present the payment card used at time of your booking to validate that booking.
The booking form won't accept my credit/debit card
You can guarantee your booking using one of the following cards: Visa, Mastercard, American Express, Visa Debit, Maestro.
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 payment card in order to guarantee my booking?
No. Payment cards are not charged to guarantee a booking, only to pay for a booking. We will only charge a payment card where a pre-paid Advance Purchase Rate booking has been made, or where cancellation charges apply.
For Flexible Rate bookings you'll be asked to pay for your stay on arrival.
When do I pay my bill?
If your booking is made subject to our Flexible Rate terms and conditions you'll be asked to pay for your stay on arrival.
Those bookings made subject to our pre-paid Advance Purchase Rate terms and conditions will be charged in full between the time of booking and the morning of your arrival.
Payment on your behalf?
We ask that a third party authorisation form be completed prior to your arrival by the person/company paying for your accommodation. If you have any questions please contact our room reservations team on 08451 551 551 or email us. Calls will cost 2p per minute plus your telephone company's access charge.
I've lost my receipt. How can I get another copy?
Please contact our room reservations team on 0845 551 551 or email us. Calls will cost 2p per minute plus your telephone company's access charge.
Arriving and departing
When's the earliest I can check in?
Your room will be ready for you from 3pm on the day you're due to arrive.
When's the latest I can check out?
Check out is by 12noon on your agreed departure date.
Can I change my arrival time?
Please let your chosen lodge know if you intend to arrive after 11pm, as you may not be able to gain access after that time. Please call your chosen lodge for more information.
What is the Innkeeper's Lodge 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 room reservations team on 08451 551 551 or email us. Calls will cost 2p per minute plus your telephone company's access charge. All cancellations or amendments must be made by 1pm on the day of arrival.
Any cancellations made after 1pm on the arrival date will result in the full amount per room, for the first night only, being charged to your card. You'll be given a cancellation reference number, which should be kept as proof of cancellation.
All bookings made subject to our Advance Purchase Rate terms and conditions are non-refundable and cannot be amended or cancelled without the full charge being incurred.
What is the cancellation number for?
The cancellation number is confirmation that your booking has been cancelled. Please make a note of this number - you can then quote this over the phone if you have any queries.
Is breakfast included in the price?
All our prices are per room and include a complimentary buffet-style breakfast.
The majority of our lodges also offer the option to book a room to include a cooked breakfast. Where this is available, rates for both the inclusive buffet breakfast and cooked breakfast are shown when you check availability online, or advised when you call our Reservations Team on 08451 551 551. Calls will cost 2p per minute plus your telephone company's access charge.
Do you offer a cooked breakfast and is it included in the price of the room?
A cooked breakfast is available at the majority of our locations and can be booked with your room at an inclusive price as part of your reservation or, alternatively you can request and pay for a cooked breakfast when you are at the lodge.
What time is breakfast served?
Breakfast is served in the restaurant from 7am until 9:30am on weekdays and from 8am until 10am at weekends and on bank holidays. For more information please contact the lodge directly.
Can I order a cooked breakfast?
Where offered, a cooked breakfast can be booked with your reservation and included in the cost your room, or if you prefer you can book it on arrival.
How much does the cooked breakfast cost?
The cooked breakfast is provided by the pub or restaurant associated with the lodge. For more details please contact our room reservations team on 08451 551 551 or email us. Calls will cost 2p per minute plus your telephone company's access charge. Alternatively please contact the lodge directly.
Do all Innkeeper's Lodges have a pub and restaurant?
Yes. See our food and drink page for more details.
How many people does a family room accommodate?
Our family rooms offer accommodation for up to four people (maximum 2 adults & 2 children under 16), plus one baby or young child in a travel cot, which is available on request. Note that not all of our lodges offer family rooms.
Please check carefully the room configuration of the family rooms when booking. The configuration is written next to the room type on the booking pages e.g. "Family Triple - 1 Double Bed and 1 Single OR 3 Single Beds". Our Central Reservations team will be able to advise of room type for bookings made over the phone. Alternatively, please call your chosen Innkeeper's Lodge for more information before you book.
Our family rooms are offered as either triples or quads, accommodating three and four people respectively. Family Triple Rooms contain either 1 double bed and 1 single sofa bed, 1 double and 1 single bed, or 3 single beds. Family Quad Rooms contain 1 double bed and 1 double sofa bed (Maximum capacity is 2 adults or 2 adults and 2 children).
Please note that our sofa beds are not full size beds and may not be suitable for some adults or older children.
What is the maximum number of adults you can accommodate in any room?
Our rooms accommodate up to two adults with either a double bed or as a twin room with two single beds.
Our family rooms are offered as either triples or quads. Family Triple Rooms contain 1 double bed and 1 single sofa bed, 1 double bed and 1 single bed or 3 single beds. Family Quad Rooms contain 1 double bed and 1 double sofa bed (Maximum capacity is 2 adults or 2 adults and 2 children). The layout of all our rooms is explained when booking over the phone and is described when booking online. Please call your chosen Innkeeper's Lodge for more information before you book.
Please note that our sofa beds are not full size beds and may not be suitable for some adults or older children.
Can I bring my pet to an Innkeeper's Lodge?
Sorry, with the exception of assistance dogs, no pets are allowed in any of our lodges.
Do you have any smoking rooms?
All of our lodges operate a no-smoking policy throughout. Smoking within the premises will result in a £100 fine.
Are travel adaptors for electrical devices provided?
If visiting from abroad you will need to bring along a UK travel adapter. Plugs in the UK are 3-pronged and run at 220-240V.
What TV channels can I get at an Innkeeper's Lodge?
All lodge TVs have Freeview channels.
Do all lodges have accessible rooms?
The majority of our lodges have rooms that are specially adapted for disabled guests. Ground-floor rooms are often available for guests with walking difficulties - please check with individual lodges. For more information contact our room reservations team on 08451 551 551 or email us. Calls will cost 2p per minute plus your telephone company's access charge..
Using our WiFi
How do I access the hotel WiFi?
We have high-speed wireless internet installed in all of our lodges. 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 The Cloud, 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 Lodge.
Accessing the internet via The Cloud is easy. Just follow these simple steps:
- Select 'The Cloud' as your wireless network connection*
- Open your internet browser, select any external web page and you will be re-directed to The Cloud, by O2. Click on 'Get Online'
- On the next screen, click on 'The Cloud WiFi' link
- If you are new to The Cloud, by O2, use 'Create Account' and follow the registration process to start using The Cloud's free WiFi
- If you are already registered with The Cloud, by O2, enter your login details, click on 'Continue' and follow the guide to get online
*Please note that connections via The Cloud are via an unsecured wireless network.
Access to the WiFi service is subject to registration with The Cloud, by O2 and The Cloud's Fair Usage Policy of 40GB per user, per month.
If you require more detailed instructions to connect to The Cloud, by 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 all of our lodges, supplied by The Cloud.
Connections via The Cloud are via an unsecured wireless network and guests will need to take their own precautions around data security when using this service.
The Cloud 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 do I get local directions to my chosen lodge?
For directions and a map, see the "Locations" tab on your chosen lodge's page. You can also download this information to your satnav device - details of which can be found on our homepage as well as on individual lodge pages.
Does the lodge I'm staying at have a car park?
All lodges* offer free onsite parking. Please note that the following lodges have a limited number of spaces:
- Castleton, Peak District
- Corstorphine, Edinburgh
* At our London, Greenwich lodge there is no on-site car park. There is street parking available which is free of charge between 6pm and 9am only (an hourly charge applies at other times) and there is also a private secure parking area opposite, available for £12 per night, subject to availability.
How do I update my satnav with Innkeeper's Lodge locations?
Just upload one of our point-of-interest files on to your satnav device and you'll see our lodges displayed on your screen. You'll also find these on the individual lodge pages.
Marketing and promotions
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