Newhaven hotel

Jacob in the brewers fate was absolutely brilliant an absolute credit to the restaurant/pub.

Sonyaa is very helpful and greets people with a smile and is very easy to talk to. Whenever you need help or have a question, she doesn’t hesitate to guide you properly and make things easier for you Overall, she is very friendly, supportive, and someone who makes a good impression on everyone who walks in.

Our stay at Premier Inn could have taken a very stressful turn, but thanks to one exceptional team member, it became a truly memorable experience for all the right reasons. After a mix-up with our booking dates, I realised—far too late—that I had only reserved one night instead of the two I thought I had. Travelling with two young children and a baby, the thought of being left without a room was overwhelming, and I felt completely stuck. That’s when Shelley stepped in. From the moment she got involved, she was calm, understanding, and determined to help. Despite the challenges, she worked through every obstacle with patience and professionalism. Thanks to her efforts, we were not only able to secure an additional night, but we could also stay in the same room—something that made a huge difference with young children in tow. It’s rare to come across service that goes so far above and beyond, and Shelley’s kindness and dedication turned what could have been a very difficult situation into a positive experience we’ll always remember. A heartfelt thank you to Shelley—your help meant more than you know.

We arrived at 9.00pm to check in, hoping to relive the fond memories we once had of this hotel. Unfortunately, the experience was disappointing from the very start. At reception, we were handed our key and told that if we wanted the room cleaned, we needed to leave instructions by 10.00am the next morning. This already felt unusual for a hotel of this level. When we entered the room to drop off our luggage before dinner, we were shocked by how dated and neglected everything looked. The furniture was extremely old, the décor tired, and the carpets clearly not clean. Still, we tried to give the hotel a chance and headed to the restaurant. To our surprise, the waiter informed us that we could not be served because the chef was “alone and tired”. This was at 9.00pm, which is absolutely not a late time for dinner in any hotel restaurant. We had to leave and find food elsewhere. The next morning, despite leaving the required instructions for cleaning, the “service” consisted only of a change of towels. The bed was left untouched, the carpets remained dirty, and the room looked exactly as we had left it. What should have been a nostalgic and enjoyable stay turned into a complete disappointment. It’s a real shame to see how far the standards of Premier Inn have dropped!

Marco was brilliant very helpful