Dover East hotel

Dear Premier Inn Dover East Management Team, I am writing to raise a formal complaint regarding my recent stay at your Dover East location on Saturday 22/11/25. Upon arriving, I immediately noticed that the shower hose in my room was leaking and did not work properly, making showering difficult. In addition, the room had a damp and musky smell, which made the stay uncomfortable and suggested poor maintenance. However, the most serious issue became clear after I checked out. On Sunday night when i got home, I noticed marks beginning to appear on my hands, and by Monday morning I had approximately 40 individual bites across my arms, legs, neck, face, back and chest. Given the timing and the fact that these symptoms developed immediately after staying in your hotel, I am confident that the room was the cause. This is causing significant discomfort, disruption to my daily life, and genuine concern about the potential risk of bringing a pest infestation back to my home and family. This is completely unacceptable, particularly for a well-established hotel chain where guests expect basic hygiene and safety standards to be met. While I am still considering what resolution I may seek, it is essential that you urgently investigate this matter, inspect the room, and take immediate action to address any hygiene or pest issues identified. I also expect a clear explanation of how this was allowed to occur. I look forward to your prompt response outlining the steps you intend to take.

The location is perfect if your visiting the castle, its only a few minutes drive door to door. The hotel is tucked back behind the petrol station so you have to drive right to the T junction and take the last right once you turn in, otherwise you end up in the rear of the petrol station, as you may guess, I know because this is what I did!. There is plenty of parking, the staff were welcoming and friendly. My room was clean, a little hard to heat but managed it. The bed was perfection as always. There is no restaurant in the hotel, you have to go a short distance back up the road to the Brewers Fayre. It is walkable but also has a large car park if the weather is poor and you drive, its a few minutes walking. Would definitely stay here again.

From the moment I arrive the hotel staff were very courteous and a pleasure to deal with I stayed for for nights and enjoyed every moment no requests were too big The staff are a credit to themselves and a perfect advertisement for premier inn Thanks Jason

I didn't actually stay in this hotel in the end. I booked a one night stay a couple of months ago and on the day before my stay I received an email saying "We’re really sorry your stay has been cancelled but you can rest easy knowing we’re here to help when you’re ready to book your next trip". This was a shock to me as I hadn't cancelled and thought it could be a scam email. So I had to find a phone number to call the hotel. No number was provided on the "cancellation" email and the number on the original booking was a generic Premier Inn number. I had o choice but to phone this number and navigate an IVR system which was clearly unsuited to my enquiry. When I eventually spoke to a person they had to reroute me to the hotel, who told me they had a water problem and that I had been rebooked at the Dover Central branch. I didn't receive any communication to tell me this - which would obviously have been a much more helpful piece of information and wouldn't have left me panicking the day before I was due to travel that I might not have a place to stay. Not until I arrived at Dover Central and I was on their check in list was my mind put at rest. This is a very poor performance from an otherwise generally reliable hotel chain. Very disappointing and distressing.

Hotel was good enough in itself with nice rooms for the price we paid but as that was the first day it had been open since the plumbing problems that closed it I wasn't expecting to be unable to have a bath or shower due to more plumbing issues!