Faversham hotel

I wanted to leave a review specifically to recognise Glenn, who completely turned around what had become a very unpleasant experience. I had been served wine in a glass that was visibly dirty, with lipstick marks and white residue around it, which I unfortunately only noticed after I had already drunk around half of the wine. I tried to raise the matter discreetly with the first member of staff, but she initially attempted to pour the remaining wine from the dirty glass into a clean one. I then had to explain that, given the hygiene issue, I needed completely fresh wine. When she returned, she made a noticeable point of replacing only the exact amount that had been left in my original glass. I was not trying to receive free or additional wine, but after discovering that I had unknowingly been drinking from a dirty glass, this felt like a rather ungenerous response and left me feeling almost as though I was being treated with suspicion or trying to gain something from the situation. It did nothing to restore my confidence as a customer and made an already disgusting experience feel even more uncomfortable. Glenn then stepped in and handled the matter exactly as a good manager should. He listened, apologised sincerely, acknowledged that the situation had not been dealt with properly and gave me a full fresh glass of wine. That gesture was not simply about the quantity of wine; it demonstrated that he understood the importance of restoring the customer experience after something had gone wrong. His calm, professional and considerate manner completely changed how I felt, and I ultimately left with a positive impression because of the way he resolved it. Good management is often demonstrated not by whether a mistake occurs, but by how the customer is treated afterwards, and Glenn genuinely saved the experience for me. I hope his excellent customer service is formally recognised, because he is a real credit to Premier Inn

The hotel is clean and comfortable....staff are lovely. The restaurant is so very poor!! We were there for a long weekend break... The booked meal for the first night never arrived after an hour wait. Chef " problems" evidently!! Had to go into town to eat! Breakfast was mediocre. The next night my partner's gammon was "ok". My chicken skewers were black and crispy and inedible...the waitress agreed! Couldn't face another disappointing breakfast before checking out! The first breakfast was scrubbed from the bill! Very disappointed with Premier Inn.... Will not book again... The advertising states " you know what your getting"...... Never guessed we would get that. Management needs to up it's game....since being made into " in house catering" things have deteriorated in the restaurant service really badly!

Originally booked for 4 nights then extended for a further 3 nights as really enjoying our stay. The staff are wonderful and hard working, we had a meal in the restaurant on a Friday night with just one young gentleman taking orders, serving food, working the bar and minding reception, he did all this with a lovely smile never complaining, the chef also working alone and he too made no fuss, and cooked us lovely food, a credit to this hotel. Would not hesitate to stay again!

The staff went out of there way too make my stay comfortable with my disability needs. And have told me to ring the day before my next stay and the extras that i need will be ready in my room waiting for me. Will be staying again

The room was generally quiet as we were situated top floor far right so no one had to walk past our room to get anywhere. I did pay for early check in and when I walked to the check in desk I was welcomed by someone shouting across the restaurant area if I was ok. They could’ve just walked and had a normal conversation instead of shouting over a whole other family. Anyway our room was not ready and I was advised they were short on cleaners… told me to go and come back.It was 11:30-11:45 by the time we could get into our room. When going into the room there were no towels, hand towel or bath mat so I had to go and ask the cleaners for them. It then came to dinner time where we booked in and when we arrived we were told to wait as there was 1 person on the floor doing everything. The following morning we were going to go for breakfast but were then told there was no hot food just continental but we were not told why. The whole time we came and went there was no one on front desk to raise these issues with. Moral of the story is they are lacking so much staff there that a good service cannot be provided and when paying for premier plus’s rooms you end up not really getting much of a benefit from those nor early check in