Quest Brighton on the Bay

The staff were welcoming, kind and accommodating from start to finish, and we were even given a complimentary room upgrade. Quest Brighton on the Bay was clean, comfortable and in a great spot. We were really pleased with our stay and would return. I'd recommend it to anyone after a relaxing, enjoyable visit.

Housekeeping staff member Sonika was so bubbly and helpful, and everyone went out of their way to make us comfortable. We had a clean, comfortable courtyard room that was pet friendly, thanks to a free upgrade. The front office team were friendly and helpful too. Had a wonderful stay, highly recommend!

The night shift woman who let us in was very helpful, and I appreciated her assistance. The earlier check-in experience at Quest Brighton on the Bay on 25 Jan 2026, though, was extremely stressful, and the customer service left me unwilling to recommend it. I'd booked one night through Booking.com and had already entered my card details there. Around 7pm on arrival day, a man called from a private mobile asking for the details again. It felt like a scam, especially since I'd already provided them on the platform. He said they couldn't find them and blamed Booking.com, then said he'd cancel the reservation if I wasn't checked in before 10pm. As a regular traveller, I'd never been told a guest couldn't check in after 10 without proper notice. I called the hotel's official number to check, but it went straight to voicemail saying reception was closed. We were confused and anxious, and drove faster than usual trying to get there on time. At about 9:50pm the same caller rang again, sounding angry and aggressive. He said he'd leave at 10 and again demanded my card details over the phone. We were ten minutes away and told him we'd arrive at 10:04 and could sort it in person, but he kept repeating that he'd “shut down at 10pm” and wouldn't listen. With the call still coming from a private number and his manner feeling threatening, we didn't feel safe sharing card details that way. When we got there at 10:04, the doors were locked, reception was shut, and nobody was there. We called the emergency number again, and the night shift staff member answered and let us in. She explained staff sometimes use a shared private mobile number, something the earlier staff member could have explained calmly and professionally. The evening caller's poor communication and aggressive attitude caused unnecessary fear and stress. Management needs to review this. Guests shouldn't feel pressured or unsafe over credit card details.

I arrived on 6 February 2026 for four nights in studio 016, and the room had clearly not been serviced. I ended up cleaning until midnight. The front desk man was embarrassed, helped me find cleaning supplies and fresh linen, and was helpful, but I couldn't relax during the stay. I couldn't bear to sit on the couch or walk barefoot on the floor. The mattress protector had yellow body fluid stains and entangled hairs, as if it hadn't been changed in a long time. We struggled to find a clean, unstained one in the linen room. The one I had to use looked mostly okay but had a yellow mark on the side, so I asked for extra sheets and layered them over the bed. The smoke alarm was covered with a plastic bag too. I have posted photos here. The manager only apologized two days later, when he was available. Booking.com won't refund me because I booked through them, and I want a full refund. Please look at the Google reviews on their website. They also describe the hotel as disgusting. Every bad review seems to get the same response from Ahmed, the manager of this Quest hotel on Brighton Bay, saying he'll pass it to the right people. He is the people. I contacted Quest head office, and they sent my complaint to the franchise owner, Ahmed, so complaints go no further while the hotel stays disgusting and he keeps taking our money and lying to us. I'm taking this further legally and won't stop until I'm refunded in full. 6/2/2026