Hamlet Hotel Maidstone

We checked out less than half an hour after arriving. The first room smelled awful, and opening the windows didn’t help. Stains were on the carpet, chairs and walls, the pillows were yellow, the lamps were broken, and there was mould and even spiders. The toilet had marks that looked like old stool stains. The room felt unclean and unsafe, including because of the poor security. The staff showed us another room, but it was in much the same condition. The next day, I calmly explained what had happened to the general manager, Basheer. In my experience, he raised his voice and said I’d only get a refund if I didn’t leave a bad review. He then hung up. That was deeply unprofessional and made an already shocking experience worse. I know it’s a 3-star hotel, but cleanliness should still be a basic standard. I wouldn’t return or recommend it.

The staff were friendly and helpful, and the communal areas felt clean and welcoming. Breakfast was delicious, with several options and complimentary hot drinks, and there was plenty of parking. Our room also had a tea tray, hairdryer and iron, though it could do with updating. We enjoyed the weekend, despite being disappointed at first by how small the room was. There was only one bedside cabinet, and no socket near the bed.

Hotels.com contacted the general manager, Basheer, after we reported what had happened. The message they passed on said he’d approve a full refund only if we didn’t post or leave a review on the website. To me, that sounded like an attempt to stop guests sharing honest feedback and hide the hotel's condition. We have photos of what we found, and we’re within our rights to describe it. When I told him I planned to report the property to the relevant local authorities, he asked why I was threatening him. We lasted less than half an hour. The room had visible bathroom mould, dust everywhere, spiders and webs by the windows, and a strange smell. The other rooms shown to us were just as bad, and the whole property felt like a health and safety hazard. The on-site manager said he couldn’t authorize a refund and that only Basheer could decide. Trying to speak with the general manager ourselves was extremely unpleasant. In my experience he was hostile and unreasonable, got angry when we described the room, and made the conversation feel intimidating. He didn’t seem willing or able to resolve things professionally. The refund condition made it worse, and he seemed to think his blackmailing tactics would work. Given the cleanliness and the way management handled our complaint, I’d strongly advise people to think twice before staying here.

The outside looks lovely, which is a shame because the website doesn’t reflect what it’s like inside. On the way to our room there was a strange smell and an uncomfortable feel to the place. The room was dirty, smelled odd, and looked like it belonged in a 1970’s horror/thriller. I checked out within 20 minutes. The manager was friendly enough and offered to show us another room, but we weren’t willing to try it.