COVID-19 Updates From Roomex

31 March 2020

Roomex is supporting Key Workers with a dedicated account manager who will find the most suitable and safe hotels at special rates

As the COVID-19 pandemic continues to spread, we rely on key workers to keep the country running. These heroes are caring for our families in hospitals, keeping the lights on in our homes, keeping our environments clean and keeping our shops stocked and operational.

At Roomex, we believe that the risks that these individuals are taking to keep us all safe are worth more than a simple thank you. We are honoured to work with those supporting our country in these trying times - and it’s our turn to support them.

Roomex is working with businesses, non-profits, and governments in some of the most affected areas to ensure that we reach COVID-19 responders who need accommodation away from home.

  • We have negotiated exclusive Key Worker Rates across the country that are available on your Roomex platform. Please ask us for the full list of hotels
  • We will work with you to provide a customised hotel programme based on your unique needs 
  • We are dedicating account managers to our customers that have Key Workers to ensure safety and peace of mind
  • As safety during this time is the most important, we ensure that all hotels that are offering this discount are cleaned to the standards recommended by the WHO 
  • Our team will assist you in drafting the required letter stating permission to travel that is required upon check-in at all hotels
  • We realise hotel expenses are only part of the overall requirement for you right now- so we are also offering RoomexPay free of charge as part of this Key Worker Rate package

If you're looking for support during this time, get in touch with our team at tryus@roomex.com 

30 March 2020
Travelodge to close hotels until 30 April 2020

Abiding by the new instructions by the U.K. government, Travelodge will temporarily close its hotels. However, some locations will remain open for critical and key workers. See the full statement here

25 March 2020

Premier Inn to close hotels until 30 April 2020

We have just received an update from Premier Inn that they have removed all of their hotels from sale up until 30th April 2020 in response to the government request to close all hotels.

For bookings on stays from 24th March - 31st May 2020

In order to comply with the latest Government guidelines if you have a stay in this period, please request a cancellation in your Roomex Platform. See below

For bookings on stays from 15th April - 31st May 2020

Based on the latest Government advice there is the opportunity to cancel bookings to obtain a full refund in your Roomex platform. The booking must be cancelled by 23.59 the day prior to arrival. See below

Alternatively, you can request to amend your booking. Please click on the ‘I want to amend this booking’ button to make your request to change dates.

How to cancel or amend a booking:

  • If you need to cancel a refundable booking, please log into Roomex, and click 'Bookings' at the top of your platform. To cancel a booking, click the three dots in the 'Action' column, and select 'Cancel'. Alternatively, cancel with the link on your voucher confirmation which is found just under the Terms and Conditions.  
  • If you need to cancel a non-refundable rate please log into Roomex, and click 'Bookings' at the top of your platform. To cancel a booking, click the three dots in the 'Action' column, and select 'Cancel'. Alternatively, cancel with the link on your voucher confirmation which is found just under the Terms and Conditions. A member of our Customer Success team will confirm your request ASAP. The booking must be cancelled the day prior to arrival.
  • If you want to amend a refundable booking please click on the ‘I want to amend this booking’ button to make your request
  • Please note that all refundable terms are set directly by the accommodation provider, Roomex cannot facilitate a refund on non-refundable reservations.

Please be advised that our Priority Support team is experiencing an unprecedented volume of queries and are working as best they can to get to every query as soon as possible.

Login to your platform 

23 March 2020

Travelodge to close restaurants 

Travelodge has announced also to close their restaurants this morning effective retrospectively from 20 March.

'In line with the government instruction and our commitment to the health and safety of all our customers and hotel team members, we’ve had to temporarily close our restaurants and bars at 22:00 Friday 20th March until further notice.'

20 March 2020

To ensure the fastest support:

To ensure the fastest response from our support team, if you're looking to change the date or cancel a booking please add the RX Number and the departure date in the email subject line with the words Date change or Cancellation. For example,



RX982130 - 23/3/20 - Date change 

Premier Inn to close restaurants

In response to government advice regarding social distancing, The Premier Inn has made the difficult decision to close all of their restaurants with effect from 21st March 2020 until further notice. However, their hotels currently remain open so your booking will not be affected and we will adjust the booking value accordingly.

19 March 2020

For all business travel during this time, please be advised to call the hotel in advance to ensure the hotel is fully operational. We are also in close contact with all of our suppliers and will continue to keep you updated.

18 March 2020

Over the last few weeks, both businesses and governments have come together to protect their employees and residents as the Coronavirus situation advances. Our hearts go out to all of our customers and their families that have been impacted by this virus - we’re all in this together.

For those that are still travelling, these times can be filled with uncertainty and fear. Like you - we’re constantly monitoring the situation and working with our customers to ensure that those who are travelling are safe. We’re here for you - no matter where you are, and no matter where this situation brings us. 

We will be continuously updating this page as a source of information on the current COVID-19 outbreak. Whether you need it now or later, it could be worth bookmarking. 

General Advice

As this situation develops on an hourly basis - it can be difficult to keep up. We are following the recommendations and guidance from the World Health Organization, (WHO) as well as the local governments of countries that customers are booking in. 

Useful links:

Travel FAQ’s

How to stay safe while travelling:

According to the WHO, hand washing (with soap and water or an alcohol-based gel) and social distancing are the keys to stopping the spread of Coronavirus. Avoid touching your eyes, nose, and mouth - and stay at least a metre away from others. When staying in hotels, keep the air conditioning to a minimum.

We also recommend calling hotels in advance of check-in to ensure the hotel is fully operational. 

What are hotels doing to keep guests safe? 

Hotels, of course, are playing their part - and a large number of our accommodation providers are following these steps:

  • Along with our usual cleaning protocols, Hotels are carrying out regular deep cleaning.
  • Providing hand sanitizers.
  • Holding thorough briefings with their customer-facing teams to ensure they are informed, ready for unfolding scenarios and taking preventative measure to help prevent the spread of COVID-19.

Roomex Platform FAQ’s 

Support Queries and Longer Wait Times 

Our Priority Support team is experiencing an increase in the volume of queries. They are working as best they can to get to every query as soon as possible. Please note that our accommodation providers and suppliers are also experiencing a larger volume of queries, impacting the time it takes us to best serve you.

The response time is naturally slower, but we want to assure you that we have increased the number of staff in Support to manage these queries and we will get back to you as soon as possible. 

If your trip is not within the next 7 days, please hold off contacting customer service so we can help those travelling immediately. We will get back to you as soon as possible after weighing the urgency. 

To ensure the fastest response from our support team, if you're looking to change the date or cancel a booking please add the RX Number and the departure date in the email subject line with the words Date change or Cancellation. For example,

RX982130 - 23/3/20 - Date change 

Amending Bookings

If you are making a booking or changing the date of your reservation we recommend booking a refundable rate. 

  • If you need to cancel a refundable booking, please log into Roomex, and click 'Bookings' at the top of your platform. To cancel a booking, click the three dots in the 'Action' column, and select 'Cancel'. Alternatively, cancel with the link on your voucher confirmation which is found just under the Terms and Conditions.  
  • If you want to amend a refundable booking please rebook with the new details on your platform, then cancel the original booking free of charge. 
  • Please note that all refundable terms are set directly by the accommodation provider, Roomex cannot facilitate a refund on non-refundable reservations.

Hotel updates 

Premiere Inn to close restaurants from 21 March

In response to government advice regarding social distancing, The Premier Inn has made the difficult decision to close all of their restaurants with effect from 21st March 2020 until further notice. However, their hotels currently remain open so your booking will not be affected and we will adjust the booking value accordingly.

Best practices 

Focus on Duty of Care 

If an employee has a problem while travelling, a lot of factors quickly come into play - from medical costs to repatriation. The first thing you’ll need to know is exactly where they are. Remember, in Roomex Analytics, you can quickly see where every employee is with our Duty of Care feature. You’ll find their contacts, location, and hotel, as well as any historical stays. Act fast, and stay calm - and know our customer care teams are also at the other end of the phone should you need us. 

Login to your platform and view you live Duty of Care map 

Remain flexible in the coming weeks

During these times more than ever, it’s important to read the terms and conditions of your bookings both on Roomex and on any other site that you use to book air and train travel. Sometimes the fine print can leave you without a refund or an alternative flight or train. As we’ve mentioned earlier this month, we’ve recently released hundreds of exclusive Roomex Rates into your platform. These rates are refundable and extremely flexible, with late check-ins and last-minute cancellations. Learn more about these exclusive Roomex Rates here

Based on our tracking, we’ve seen the price of hotels dropping at the moment, so if you are willing to take the risk, you could also focus on organising trips later in the year. Also, always check your Roomex platform if the room your booking is refundable if you’re unsure the project will proceed. 

Get in touch with our support team at:

  1. In your platform - by clicking on the blue chat icon on bottom left of the screen
  2. Email: priority@roomex.com  
  3. U.K.: +44 20 7183 7737
  4. Ireland: +353 1 2966275
  5. Germany: 0800-0003899