Premier Inn Maidstone - West Malling

Rory made breakfast feel like home, with delicious food and a warm, cosy atmosphere. Wendy at the front desk was just as lovely, always ready for a chat and plenty of laughs, and she went out of her way to help us. Derrick and I had a wonderful eight-night stay at the Premier Inn in Leybourne, and both of them made it feel so friendly. We’ll definitely stay again. Thanks, Wendy and Rory. Derrick and Sharmane, Sydney Australia.

The staff let us keep our car in the car park until it could be recovered and gave us until 3pm to check out so a courtesy car could be brought to us. They even let me leave the things I’d emptied from the car at reception. I’m so grateful for how far they went to help. On Friday 31st Oct, I was on my way there when I had a car accident right at the roundabout, and the car was written off.

The room above mine was so noisy I got no sleep, and in the morning there was no hot water anywhere in the wing. The bar and restaurant were closed for health and safety, but nothing on the booking had mentioned it. The place was a total building site. I got a refund for the meal deal on one room, but not the other. Staff were okay, and I felt bad for the people on site, they were inundated with complaints. Fair dues, though, I paid for a total disaster of a stay.

The builders woke me at 7.30am, shouting outside my window and then using power tools. I walked out of my room and nearly tripped over tools and building materials in the hallway. The hotel should be closed until the work is done. When I arrived at 8pm, the car park was full. Reception told me to use the site behind the hotel, which I wasn’t comfortable with because my van had high-value goods in it, but I had no choice. I was also told there was no remote for the TV, so I might struggle to use it.