Sevenoaks / Maidstone

I was very impressed with the staffs knowledge on coeliac disease. They have a folder with all the food they serve, the allergens they contain and also any may contain too. I was brought out some freshly washed cutlery that no one else had touched and contaminated, which is the first time anywhere has done this in the 5 years I have been diagnosed. I felt very safe and reassured when eating here.

I had issues checking in because of a problem at my company end. Laura on reception was great and kept checking the computer to see if the booking had come through. She even gave me a drink while I waited. Very friendly and extremely helpful.

Stayed here the night before an important meeting. The fire alarm went off at 1am in the morning, meaning the whole hotel had to be evacuated. It took over 1 hour before we were allowed back in the hotel. Whilst I appreciate safety of people is of paramount importance, what i do not agree with is the Premier Inn Good Night Sleep Guarantee. I failed to have a good night sleep, which was both obvious and quantifiable from the events above. Premier Inn refused to refund the night stay due to a fire alarm being an exclusion of the guarantee. What i should have done was make up a lie to substantiate the poor night sleep. The poor night sleep was obvious, but apparently using a non-substantiated excuse for it should have been the route to go down in order to get a refund. After staying in the Premier Inn for a total of 20 nights already this calendar year, I will not be using their chain for the remainder.

No key card for the room, machine was broke so had to ask staff member each time we wanted to get back into the room and access other areas of the hotel. The room smelt musty and damp, not pleasant to sleep in and the bathroom to room had hairs on the wall from previous occupants. Not been cleaned. The USB chargers burnt out also so unable to charge phone next to bed for alarm call. Staff on arrival apologetic and trying to resolve issues, the staff next morning not so. Would not recommend staying, look at Travel Inn around the corner as alternative.

The staff make this hotel but that was the only positive. Black mold on the bathroom door, which we were told is frequently wiped down with bleach. Large hair in the bath. No sound proofing. Noise was awful. Small fan they gave us cut out in the night. No resturant/pub next door. Only informed by email but seems to have closed down a while ago.