Premier Inn Maidstone - West Malling

Wendy was really gracious when I explained that the restaurant hadn't been expecting me for breakfast, despite my having booked it through reception. She apologised and gave me a complimentary meal, which was very generous since the mix-up wasn't her fault. It happened both mornings of my two-night stay. The room was clean and ready, just as expected, and staff were helpful. Renovation floodlights shone outside my window all day and night, which wasn't much fun even with blackout curtains. WiFi was almost nonexistent, and there was no mobile signal either. Still, it was a good hotel overall, and this was my first time staying at the West Malling hotel.

Stacey in the bar and restaurant was so nice and helpful. I had good food, slept comfortably, and found the hotel welcoming and clean. It's well placed for getting to West Malling. They really need some outdoor tables and chairs, though. There isn't an outside area to eat, have a drink, or meet friends.

The staff were brilliant after I had a car accident on my way to the hotel on Friday 31st Oct, right at the roundabout. My car was written off, so they let it stay in the carpark until it could be recovered and gave us a late checkout at 3pm so a courtesy car could be brought to me. I also had to clear out the car, and they let me keep my belongings at reception. They really went above and beyond, and I'm so grateful.

A total disaster of a stay, and I paid for it. The room above mine was so noisy I got no sleep, and by morning there was no hot water anywhere in the whole wing. The booking never mentioned that the bar and restaurant were closed for health and safety reasons. One room's meal deal was refunded, but the other wasn't. When we arrived, the place was a total building site. Staff were okay, and I felt bad for the on-site team because they were swamped with complaints, but the stay was dreadful, dreadful, dreadful.