Doubletree by Hilton Dartford Bridge

The service over a simple request for water was frustrating. Reception sent us to room service, then room service sent us back to reception. When I pointed out the conflicting instructions, the staff member called it incorrect information from his colleague, without really apologising for sending us back and forth. The room itself was dusty, and the bathroom towel that was meant to be clean was damp, stained and smelled foul. Finding a used towel in a room that had supposedly been turned over triggered a personal breakdown for me, as someone who struggles with OCD and relies on good hygiene. The manager apologised and brought replacements, but I stayed anxious about the sheets and the rest of the room for the rest of the trip. I couldn't relax because everything felt contaminated. The pool and jacuzzi also looked poorly maintained and unclean. We were offered two glasses of wine as a peace offering, but that didn't make up for the room not being properly sanitised or the poor service. My husband and I had booked a mini-break with high expectations, and the experience ruined our time together. I regret booking here, won't return, and wouldn't recommend it to anyone who values cleanliness and professional service.

Breakfast was the one good part, both the choice and how it was laid out. The kiosk was overpriced too, £5 for water and an Apple drink. For a business trip, I should've checked the reviews first. The room was cold, the mattress was extremely uncomfortable and the pillows were lumpy. It was fairly clean and the bathroom was nice, though the toilet seat was loose. Check-in and check-out were slow. The woman at the desk didn't ask how I'd slept, or I would've mentioned the mattress.

Parking at £10 is my main gripe, and there were only two towels for four people. They did bring more within 20 minutes after we asked. The pool was small, but it kept the kids entertained this morning. The staff were friendly, and our room was very clean and comfortable. We had the buffet breakfast and enjoyed it. We'd stay again when we need to. Sorry about the mess in the video, it was filmed after our stay.

The rooms were big and clean, and some staff were lovely, especially Ashley in the restaurant and the woman who brought our breakfast. The hotel was nice enough, but the rest of the staff didn't seem to have basic manners. I don't understand the four-star rating; to me this is clearly a three-star hotel. It felt like paying central London prices despite being nowhere near central London. Parking was 10.50 a day even though we'd paid to stay, coffee was 4.50 and a pizza was 21, which I found disgraceful. There's no Netflix in the room, the pool was very dirty and small, the gym is tiny, and there was no water in the rooms. It wasn't worth what we paid.