DoubleTree by Hilton Dartford Bridge

Those chocolate cookies at check-in were just what we needed after the drive, especially with the hotel so close to the M25 and the traffic it can bring. Check-in and check-out through the app were smooth. We had a pleasant stay and would come back if we're in the area. For my partner's birthday, staff made towel swans surrounded by rose petals in the room, a really clever touch. The room was roomy and the bed comfortable, though the shower head kept dripping. We only had drinks in the bar and restaurant, where service was friendly and quick. The indoor pool was a comfortable temperature and the jacuzzi was great, but I think the pool closed early, which was a shame. I have a fear of lifts, so it was awkward that the main stairs only went to the first floor. Above that you had to take the lift or find another set of stairs, tucked away and looking dated. It felt like a maze.

The reception and leisure staff were great, and the rooms were clean, nicely decorated and lovely. There was plenty of parking, though it cost an extra 10.50 per night. The pool was busy and needed a booked time slot, which was fine, and the pool team were helpful. The jacuzzi was cold, though, and the pool area seemed to have some maintenance issues. Food and drink service was a bit lacklustre. We waited ages for menus and drinks, and for our table to be cleared. My chicken Caesar salad was very basic for 19.50, but the kids' meals were good value. We still had a good time.

This is the second time the hotel has given me information that turned out to be untrue, and I'm really disappointed by the lack of accountability and communication. I need somewhere I can rely on for work, but after this experience I no longer trust that arrangements confirmed by the hotel will be honoured. I'll speak to my employer about moving the rest of my stay elsewhere. Last week, before checking out, I asked reception whether I could have Room 533 again when I returned Sunday. The receptionist checked the computer and clearly said it had been reserved and saved under my name. I relied on that, then was told before returning that another guest was already in the room. If it hadn't actually been reserved, why tell me it was? It feels like incompetence at best, or that I was deliberately misled at worst. I then spent nearly an hour trying to get an explanation, but was repeatedly left on hold and couldn't speak to anyone. Losing the room isn't the main frustration. It's being given a clear promise after the system was checked, only to find it meant nothing. Very disappointing.

The pool was small, but it kept the kids entertained this morning. The room was very clean and comfortable, and the staff were friendly. Breakfast was nice for a buffet. Parking at 10 is ludicrous, and a room for four had only two towels. They brought more within 20 minutes of us asking. We'd stay again when we need to. Sorry about the mess, the video was taken after we'd stayed.