Maidstone (West Malling) hotel

There was a long wait for the meal to be served, even though the restaurant was very quiet at the time. The food was poorly cooked, particularly the bacon that had probably been cooked a lot earlier and kept warm, such that it had dried out. The poached egg had probably broken when being cooked and most of the yolk was missing when served. Generally the meal was poorly presented and was not hot. The continental selection was ok.

Lovely friendly staff, plenty of parking spaces (less vans that we have seen before), welcoming & adaptive to our needs which was appreciated.

This is not a modern property at all but I was aware of that. I travel a lot and have stayed in some great places. When checking in I was absolutely shocked by the unusually stifling hot room. Fans are provided and an open window didn't offer any comfort whatsoever. Something made me question why these rooms were so hot as the inside temperature was easily 33 degree c. During my stay I was lucky enough to get 2 hours sleep and at one point started to feel severe heat exhaustion to the point of gasping for breath. I did complain to The Manager Ruth about the "guaranteed good night's sleep" and she said it wouldn't apply here. I mentioned I had put in a complaint to the Head Office. Also, whilst I was there, the room was not cleaned after requesting and complaining and the room looked as messy as when it was left. I must admit, this is the first time I have never had my bed made or sheets changed. During my stay, I paid for 3 full breakfasts using cash and debit card but then my husband was charged for 3 more full breakfasts without his consent. This is fraud and I will be contacting them in due course. This place is a suffocating hellhole and would not recommend it at all. Thanks Premier Inn for ruining my experience.

Room smelt very musty and damp, a lamp was showing its wires - not safe. The breakfast was poor and fruit looked as if it had been put for days. Staff were not keen with regard dietary requirements and things on offer.

Excellent service, room spotless and breakfast was the best. Greeted with a smile from reception. Such friendly and helpful staff. Would definitely stay there again.