Spring River Ebbsfleet by Marston's Inns

Our latest stay was great, and Lydia at reception was a big part of that. When the heating wasn't working and the room was cold, she tried to sort it in the room, then fixed it from reception. She came back later to check we were warm and that everything worked. She was chatty, caring and full of character, explained the hotel and connecting restaurant, and gave us lots of recommendations. I asked her name so I could mention how welcoming and helpful she'd been, especially after our earlier visit. We'd also stayed in December, and that was a very different experience. The man at reception ignored our hello, then ignored us again when I gave my name. He handed over the key, grunted, pointed to the car reader for the £50 deposit, and said nothing else. If it hadn't been late, I'd have left. We'd paid extra for a 1pm checkout, but in the morning someone knocked loudly to remind us checkout was at 11, so we packed and left early. The woman at reception apologised and refunded the late checkout fee, which solved it, but the crossed wires at check-in might have been avoided if he'd spoken with us. At breakfast the same man was at the door, blank-faced and unwelcoming, so we turned around and ate elsewhere. I wouldn't have returned if someone hadn't told me about the good service. That last stay really did depend on who was on shift.

The restaurant staff were lovely on Wednesday 7th January, and seemed happy under a friendly male manager. They knew how to treat customers, and the food was wonderful. Earlier, a very professional young man helped with my booking and found me a room for two nights after I'd accidentally made two separate bookings. I wish I'd got his name, because he's a real credit to the hotel. The room was beautifully clean and the bed was excellent. The fire alarm went off during the night, but they handled it very well. A great stay, and one I'd recommend. Thank you.

The staff were helpful and friendly, and the spacious room was very quiet and had everything I needed. The bed was okay. I didn't eat there this time, though I was glad to see a good range of food available. If I stay again and get in earlier or leave later, I'll definitely eat there.

The fresh, clean linen and roomy, spotless room made for a lovely stay. My little one loved it, and we'd like to come back. Everything was amazing. Thank you.