Spring River Ebbsfleet by Marston's Inns

I've had two very different stays here. The most recent one, on 14 February, was great. The room, bathroom and entrances were all clean and well kept, and the bed was comfortable. Lydia at reception was fantastic, chatty and full of character. She explained how the hotel and connecting restaurant worked and gave us lots of recommendations. The heating wasn't working when my partner and I arrived, and the room was cold. Lydia first tried to sort it in the room, then fixed it from reception. She came back later and knocked to check it was working and that we were warm enough. She couldn't have done more. I asked her name so I could pass on how helpful and welcoming she'd been, especially since our previous visit hadn't been so good. That December stay was a different story. The man at reception ignored us when we arrived, even after I said hello again and gave my name. He didn't make eye contact or smile. He handed me a key, grunted and pointed to the card reader for a £50 deposit, with no other explanation. It was already late, or I would have left. The next morning, after we'd paid extra for late checkout until 1pm, someone knocked loudly to remind us checkout was at 11. We got up, packed and left early. The woman at reception apologized and refunded the late checkout fee, so that part was sorted, but it was annoying. There'd been some mix-up when we checked in, which might have been avoided if the man had acknowledged us and talked it through. We went for breakfast, but the same man was at the door with a blank expression and no warmth to welcome us into the restaurant. We turned around and ate elsewhere. If I hadn't heard someone else praise the customer service, I wouldn't have come back. Our latest stay was very good, and I guess it depends on who's working.

The room was beautifully clean and the bed was excellent. A young man helped sort out my booking very professionally at check-in, fitting me in for two nights even though I'd originally made separate bookings. I'm sorry I didn't get his name, but he's a real credit to the hotel. The restaurant team were wonderful on Wednesday 7th January. They seemed happy and knew how to look after customers, clearly led by a lovely male manager. The food was great too. The fire alarm went off during the night, but it was handled very well. A lovely stay and an experience I'd recommend. Thank you.

The room was spacious, great and really quiet, with everything I needed. The bed was OK, and the staff were friendly and helpful. I didn't eat there, but I liked the range of food on offer. If I stay again and arrive earlier or leave later, I'll definitely try it.

The room was spotless, with fresh linen and plenty of space to move around. My little one loved it, and we’d be happy to stay again. Thanks for a lovely visit.