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Marston's Inns FAQs

Coronavirus (COVID-19) update

We’re looking forward to welcoming our guests back soon. We’re sure you'll find the same great hotels, just with a few extra measures to keep you, your friends and family and our team safe.

What measures are you taking to protect against Covid-19?

  • We are working to make your check in experience as contact free as possible
  • All our team members complete a health questionnaire and confirm that they are in good health before each shift
  • Our team members will follow public health guidance and self-isolate if they, or a member of their household is unwell
  • There is hand sanitiser available for all guests to use on entrance to our hotels
  • Social distancing measures are in place at check-in
  • You can order food and drink from the pub to enjoy in your room if you would prefer not to eat in the pub
  • We have put enhanced cleaning processes in place in both rooms and public areas.
  • With the new Government guidelines in place, face coverings are now mandatory for guests in all corridors & public areas in the hotels. 

What are your enhanced effective cleaning processes?

  • We have put in place new cleaning routines to ensure we regularly sanitise all the key touchpoints throughout the hotel and reception areas
  • We have re-trained all our housekeeping teams and launched new cleaning technologies to ensure your room is cleaned to the highest standards, paying special attention to high touch surfaces.
  • We have also removed items such as paper literature and tea & coffee items from your room. You will be given your own tea and coffee making items at check-in.
  • We have enhanced our cleaning practices and cleaning frequency in public areas.

How often will my room be cleaned?

During your stay with us, your room becomes your ‘Bubble’. Our teams will not enter, so if you are staying for more than one night, please let us know if you need anything refreshing via one of our team members.

Can you give me reassurance about your cleaning processes?

We've been busy implementing a range of measures as part of our safe stay initiative working in partnership with our longstanding cleaning and hygiene supplier Diversey.

Furthermore, our laundry provider Stalbridge are using cleaning disinfectants with EN14476 viricidal certification to which the virus is sensitive to as well as washing at high temperatures.

We are working to employ the most effective cleaning technologies and processes to ensure our guests are as safe as possible.

What breakfast options will there be?

We have resumed serving our normal menu with all items being available to order via our team member at the till points. However, we will be unable to offer our usual Buffet style breakfast.

If you wish to have breakfast with us, please pre-book before 10pm the night before so we can ensure effective social distancing is in place.

Please speak to your hotel for more information. 

Cancelling/Amending Booking

Rooms can be amended or cancelled up to 2pm the day prior to arrival on a flex rate, giving you the flexibility, you need. If you have made a reservation to stay with us via an online booking agent like Booking.com or Expedia, please contact them directly to amend or cancel your reservations.

If the government guidelines are extended for hotels to remain closed past the date stated we will proactively cancel your reservations for you if you have booked directly with us.

If you have made a reservation to stay with us via an online booking agent like Booking.com or Expedia, please look out for a cancellation notification from your agent. Please follow the instructions in the notification to confirm cancellation and receive a refund for any payments made.

Is takeaway available?

Enjoy your favourite pub classics from the comfort of your room with our takeaway menu available at selected hotels.*  Choose from a range of quality tasting food including succulent burgers, sustainably sourced fish and chips plus fresh salads and delicious desserts. Children can enjoy our easy 1,2,3 step menu where they can choose their own main and sides.

To order, simply visit the pub website to view the Takeaway menu then call the pub to place your order. When collecting your order, please ensure you follow the social distancing guidelines that are in place. Plus, if you book direct with us you’ll receive  20% off food**.

*Selected sites only, please contact each pub for more information. 

**20% off food when you book direct offer only available to dine in or takeaway customers and NOT online Click & Collect orders.

Paying online?

Payment can be made online before arrival as usual and we would encourage this so that check in can be as contactless as possible.

Who can I speak to about my query?

Our Central reservation team are standing by Monday to Friday 8am-5pm to help with your queries.  You can contact them direct by phoning 01902 916907 or pressing Option 2 when calling the hotel number or alternatively, email centralreservations@marstons.co.uk.

Please bear with us, as we are receiving a large volume of calls/emails from guests with queries.

We continue to assess the situation daily and have closely aligned ourselves with the latest government advice and guidance. We are extremely happy to welcome all our guests back. Rest assured you can book a stay with us with the confidence you'll be in safe hands.

Please help us by practicing social distancing in public areas.

 

Making a Booking

How far in advance can I book?

You can make bookings up to 340 days in advance.

How do I know if my booking has been confirmed?

When you make a booking you’ll be given a booking reference; we’ll include this reference in your confirmation email too. All you need to do is keep it somewhere safe.

I haven’t received my email confirmation. What should I do?

Have a quick look in your spam folder. Sometimes, it lands there. If it's not there either, it looks like you've encountered a technical problem. All you need to do is search for the inn where you’re staying at www.marstonsinns.co.uk and call them directly

Is my booking guaranteed?

Your credit card or debit card details provided at the time of booking guarantees your booking.

Reservations made without any form of card details to guarantee the booking are unconfirmed and will only be held for 24 hours before being released back into the system for resale.

I want to make a booking for one night but your system only has availability if I select to stay longer, why is that?

The reason you are unable to book for the date(s) required is due to limited availability. A small number of rooms are held for those guests who wish to stay for a longer duration and at present these are the only rooms available. Why not see if there is an alternative Marston’s Inn hotel with availability nearby? Just search here: www.marstonsinns.co.uk

Are the rates shown on this website per person or per room?

Our rates are per room, per night. They include VAT. Meals are not included in the room price. When you book, we'll give you a total price for the rooms and number of nights you've requested.

Do I have to give you my payment card details to confirm my booking?

We'll need your card details to guarantee your booking. But don't worry - all details are stored securely, and we won't charge you for cancellations providing they're made before 2pm prior to the date of arrival. Please note: we normally only ask for your payment card details so that we can guarantee your booking, you will be asked to pay for your stay on arrival and may pay with a different card if you wish. Cancellations made by 2pm prior to the date of arrival otherwise will result in first night being charged to your card.

 

Cancelling or amending

What is Marston’s Inns cancellation policy?

If you've booked a Flex rate and need to cancel or change your booking, please do so 24 hours before you are due to check in. If you make your cancellation after 2pm prior to the date of arrival, you'll be charged a fee equivalent to one night's accommodation.

When you cancel your booking, we'll give you a cancellation reference number. Please make a note of this number as proof of your cancellation.

If you have booked a room for more than one night and need to cancel your final night's booking, please do so by 2pm on the day before you want to depart.

If you've booked a Saver rate, you cannot cancel, amend or transfer your booking.

How do I make a cancellation?

To cancel a booking contact the site direct, all contact number can be found www.marstonsinns.co.uk.

Once you have cancelled your booking we will send you a cancellation confirmation email.

Important: If you have booked a Saver rate you will not be able to get a refund if you choose to cancel your booking. Please check the terms and conditions of the Saver rate you booked for full details.

How long will it take for my refund to be processed?

We will cancel your booking immediately and process the refund. Depending on your card issuer, it may take up to 14 days for the funds to reach your account.

How do I amend my booking?

If you have booked a Flex rate, then the good news is, you can amend your booking by contacting the hotel directly.

All of our inn’s contact details can be found at www.marstonsinns.co.uk.

If you need to amend your booking, this must be done before 2pm prior to your arrival date.

Important: if you have booked a Saver rate you will not be able to amend your booking. Please check the terms and conditions of the Saver rate you booked.

Our lowest rates

How sure can I be that I’m getting your lowest rates when I book directly at Marston’s Inn?

Simple. Our lowest rates are on our website. Our lowest rate is our Saver rate and it’s only available at www.marstonsinns.co.uk  including our mobile site, and nowhere else.  It is not available via our telephone booking line, at Marston’s Inn hotels or through any third parties.

If our Saver rate is no longer available, or you require a flexible booking, you'll also find our unbeatable Flex rates here at www.marstonsinns.co.uk

Tell me more about the Saver rate.

Saver rates have limited availability, so we recommend you book early to secure your choice of hotel and date(s). They are available at all hotels owned and operated by Marston’s Inn. If a Saver rate is available, it will appear in your search results when you check for availability.

Saver rate rooms and any meals or other extras booked with them must be paid for in advance and cannot be amended, refunded or transferable.  

What’s the difference between Saver and Flex rates?

There are a couple of differences, so choose depending on what your plans are.

Our Saver rate is always lower than our Flex rate. You will need to buy our Saver rate in advance and there are no amendments, cancellations or transferable.

Alternatively, our unbeatable Flex rate gives you the flexibility to change or cancel up to 2pm prior to your arrival date. So if your plans change slightly, so can your booking.

Are the rates shown on this website per person or per room?

Our rates are per room, per night. They include VAT. Meals are not included in the room price.

When you book, we'll give you a total price for the rooms and number of nights you've requested.

Do you hold any rooms back for telephone bookings?

No, we don’t hold any rooms back for telephone bookings. To make it easy for you, you’ll find all our available rooms here at marstonsinn.co.uk or on our mobile site. And, remember, you’ll always find our lowest prices online too. The system updates automatically, so you’ll always have our most up-to-date availability online.

 

Making payments

Are my card details safe?

Yes, this is a secure site, so all the details you enter as part of your booking are stored safely. You'll see that this site uses a secure server and a high level of encryption. No worries.

Which payment methods do you accept?

We accept the following methods of payment:

Cash*, Visa, American Express and Mastercard.

Unless you have paid in advance, you'll be asked to pay when you check in, so you can be sure of a quick and easy departure on the day you leave.

Notes:

* If you're paying by cash, we will ask you for identification when you check in. You can use any of the following as identification: a passport, driving license, ID card or police warrant card. Please don’t forget it.

Can I pay in advance or on arrival?

If you book choose our Saver rate or Pay Now rate, you will need to pay at the time of booking. If you choose our Flex rate, you can pay on arrival.

If I book a Flex rate and opt to pay on arrival, do I have to give you my payment card details to confirm my booking?

Yes, we'll need your card details to guarantee your room and you will be asked to pay for your stay on arrival. Don’t worry - all details are stored securely, and we won't charge you for cancellations, providing they're made before 2pm prior to your arrival date.

I secured my booking with my credit/debit card, can I pay with cash on arrival?

Yes, if you wish to pay with cash on arrival, you must provide a form of identity at check-in, which has a name, address and/or signature, which correspond to the information supplied on the registration card.

Accepted documents are:

- Driving licence

- ID card

- Valid passport

- Police warrant

If you have any further queries, please contact the hotel directly.

Why can't I pay on departure?

At Marston’s Inn you pay for your room on arrival. This makes your stay - especially checking out - run smoothly. Paying on arrival means that an early start is never delayed by having to check out before departure.

Will I receive a receipt?

In most cases you will be given a receipt on checking in, yes.

I've lost the receipt for my stay; how can I get another copy?

By contacting the Marston’s Inn hotel that you stayed at - they are the only place who can issue you with another receipt. For contact details, please see the hotel’s details page.

 

Group bookings

How do I make a group booking?

You can make group bookings by telephone or online.

For some of our smaller hotels a group booking is 5 rooms, with the majority it will be 9 rooms or more constitutes a group booking, this is highlighted on our website under site details.

Book online or call our hotel team direct at site, all details can be are found at www.marstonsinns.co.uk

Once a booking is made of 5 rooms or more, booked over the telephone, online or direct with site, you will be entering into our group Terms and Conditions.

What is Marston’s Inns’ group booking policy?

Bookings of five or more rooms are subject to our group booking terms and conditions. You’ll find our full terms and conditions here.

All group bookings need to be held on a valid credit or debit card. You’ll find our payment terms below, though these may differ for bookings during busy periods:

  • For Group Booking of 5-9 rooms: you must pay in full at least 14 days before arrival; and
  • For a Group Booking of 10 or more rooms: you must a deposit of at least 50% of the total charges due under the Group Booking at least 28 days prior to the date on which your Group Booking is booked to begin and the remaining balance at least 14 days before arrival. That deposit is non-refundable.

You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any Marston’s Inn room for sale either on its own or as part of a combined offer. Marston’s Inn will not honour any reservations made in this way and does not accept any liability for doing so. If you need to cancel or amend your booking, please get in touch with us directly and we will do everything we can to help.

Marston’s Inn reserves the right to treat all or any individual or series of bookings amounting to 5 or more rooms that are made online by the same party/lead guest covering the same nights of stay at a Marston’s Inn hotel as one group booking, and Groups Booking Terms shall apply to such group booking.

Why can't I book a room for three adults or more?

Marston’s Inns policy doesn't allow more than two adults to a room, so you will need to book two rooms or more if you have three or more adults in your party. 

Double room – 2 adults or 1 adult and 1 child (17 and under)
Single room – 1 adult
Twin room – 2 adults or 1 adult and 1 child (17 and under)
Family room – 2 adults and 2 children (both 17 and under)

Please note: At Marston’s Inns, guests aged 18 years and above are classed as adults.

How many people do family rooms accommodate?

Most Marston’s Inns have family rooms that can accommodate a family of up to two adults and two children (aged 15 and under), in a spacious, family sized room.

Double room – 2 adults or 1 adult and 1 child (17 and under)
Single room – 1 adult
Twin room – 2 adults or 1 adult and 1 child (17 and under)
Family room – 2 adults and 2 children (both 17 and under)

Marston’s Inns can provide cots at no extra charge. All you have to do is ask.

Do Marston’s Inn hotels have interconnecting rooms?

No, we do not offer hotels with interconnecting rooms.

 

Our rooms

What will I find in my Marston’s Inn room?

Comfort is our speciality, so our rooms are equipped with everything you need for an enjoyable stay.

Every Marston’s Inn room features an en-suite bathroom, super-comfy double or kingsize bed with a toasty duvet, remote control TV, tea and coffee making facilities and desk area. We also offer irons, hairdryers, and free cot hire - all available on request.

All of our hotels operate a no-smoking / vaping policy throughout.

Does Marston’s Inns offer free Wi-Fi?

Yes, we’re pleased to offer all our guests free WiFi - where you can relax and get a little work done too.

Do rooms have air conditioning?

Not all of our hotel rooms have air conditioning. To find out if your chosen Marston’s Inn hotel has air-conditioned rooms, please see the individual hotel details page at www.marstonsinn.co.uk

Are travel adaptors for electrical devices provided?

No, if you're coming from abroad to stay in a Marston’s Inn hotel, you may need to bring along a UK travel adaptor. Plugs in the UK are 3-pronged and run at 220-240V. They can be picked up inexpensively in a lot of shops in the UK.

What TV channels can I get at a Marston’s Inn?

Most of our hotels now have Freeview TVs installed, with the full range of Freeview channels, so you’ll be able to catch up on your favourite shows. Where Freeview is not available, the channels available include the five standard terrestrial channels, CBeebies, BBC News 24, BBC Three and ITV2.

Are there telephones in your rooms?

As the majority of our guests have personal mobile phones, none of our rooms have telephones. Local rate numbers for our reception teams can be found in every room.

Do you have any smoking rooms?

No. All of our hotels operate a no-smoking / vaping policy throughout.

 

Marston’s Inn Breakfast

How do I order breakfast?

Breakfast can be booked at the same time as you book your hotel room online, or if you prefer you can book breakfast at any time at the hotel.

How much does breakfast cost?

The full Marston’s Inn Breakfast costs from £7.45 or you can enjoy a lighter continental option from £5.45. Plus, a grab & go option for our initial reopening phase.

Remember: at Marston’s Inns, children under 12 eat for free (up to a maximum of two children eat free per adult who purchases a full Marston’s Inn Breakfast).

The breakfast buffet in our Spring River, Ebbsfleet hotel costs £8.50, £5.95 Continental.

Do all Marston’s Inn hotels have restaurants?

Yes, and our food is delicious. Enjoy seasonal dishes, including all the pub classics, made with fresh, sustainably sourced ingredients.

What do I do, if I have food allergies?

Your wellbeing is our priority. You can see full allergy information on the restaurant menus which are available when booking your hotel. There is also a comprehensive nutritional guide at each of our restaurants. 

 

Hotel facilities

Does Marston’s Inn offer free Wi-Fi?

Yes, we’re pleased to offer all our guests free WiFi - so you can browse the web for as long as you want, anywhere in our hotels. To get online, simply select Marston’s Inn Free WiFi from your list of available networks.

What facilities are provided for customers with disabilities?

Most Marston’s Inns have specially-adapted rooms allowing easier access for customers with disabilities.

If there is no specially-adapted room available at the hotel of your choice, we will be happy to offer you alternative accommodation at a nearby Marston’s Inn. If you have difficulty walking, but do not need a specially-adapted room, please feel free to request a room near reception on the ground floor for easy access. Our team will do everything they can to help you, please ask if you need assistance.

Do Marston’s Inn hotels provide luggage room facilities?

Most, but not all, of our hotels have luggage room facilities. It's best to check with your individual hotel. We will do everything we can to help you.

I’m planning a function; can we use a Marston’s Inn as a venue?

Some of our hotels have function rooms available to privately hire for functions or parties, please contact the inn that you have in mind directly to speak to one of the team.

Do Marston’s Inn hotels provide leisure facilities such as gym and swimming pool?

We don't offer leisure facilities at our hotels, however please ask at the hotel and our friendly reception staff will be able to tell you if there are any nearby.

 

Arriving & departing

What's the earliest I can check in?

Your room will be ready for you from 2pm on the day you're due to arrive.

Early Check – in is available at £20 charge booked prior to arrival. (Subject to availability)

What is the latest check-in time?

Reception is staffed until 11pm. Please let reception know if you will be arriving after 11pm as the doors may be locked for security reasons.

What's the latest I can check out?

Check out is by 11am on your agreed departure date.

Late Check – out is available at £20 charge booked prior to arrival or speak to a member of staff. (Subject to availability)

There’s a possibility I’ll need to extend my stay, what do I do?

If you wish to extend your stay with us, please contact reception before midday and they will inform you if there is availability to extend your stay.

Car parking & directions

How do I get local directions to my hotel?

For directions, please see the hotel contact details page for your chosen Marston’s Inn hotel here www.marstonsinns.co.uk.  Here you will find an interactive map and postcode.

How can I find the hotel using sat nav?

On all of our hotel contact details pages, you will find the relevant postcode to tap into your sat nav. If you have any trouble as you’re nearing the hotel, give us a call and we can direct you.

How do I find out if the Marston’s Inn hotel I'm staying at has parking?

Most Marston’s Inn hotels offer free on-site car parking. However, some hotels can only provide limited car parking or may charge a small fee. Please check the individual inn’s page.

If the hotel does have parking there will be a parking facility icon displayed next to the images of the hotel.

Can I pre-book a parking space?

Unfortunately, it isn't possible to pre-book a parking space. At all Marston’s Inn hotels, parking is based on a first-come first-served basis. There isn’t usually a problem, but we will advise you of safe alternatives nearby.

 

Disabled access

What facilities are provided for customers with disabilities?

Most Marston’s Inns have specially-adapted rooms allowing easier access for customers with disabilities.

If there is no specially-adapted room available at the hotel of your choice, we will be happy to offer you alternative accommodation at a nearby Marston’s Inn. If you have difficulty walking, but do not need a specially-adapted room, please feel free to request a room near reception on the ground floor for easy access. Our team will do everything they can to help you, please ask if you need assistance.

Wet rooms

Some of our hotels have adapted bathrooms with walk-in shower facilities; however, it is best to check with the hotel directly before booking.

How do I call for assistance?

There are emergency assistance alarms located by the bed and in the bathroom.

 

Smoking & pet policies

Can I bring my pet to a Marston’s Inn hotel?

Unfortunately, with the exception of assistance dogs, we don't allow pets to stay at our hotels.

Do you have any smoking rooms?

All of our hotels operate a no-smoking policy throughout.

Can I smoke electronic cigarettes in the hotel?

Using electronic cigarettes is not permitted inside our Marston’s Inn hotels. Please use the designated smoking areas provided.