Premier Inn Herne Bay

Excellent stay, lovely staff and very helpful too. Rooms was great, all round a really nice stay and we will definitely return Plenty of choice for food in the onsite restaurant. We booked this hotel as it’s near our friends home but really easy to get out and about

Absolutely appalled by the customer service and cleanliness of the room we stayed in. Upon arrival we were told that we had booked last minute and therefore we had been allocated the accessible room. We had not booked last minute and had booked over a month in advance. When entering the room, we noticed that the bed was not the big comfy beds that premier inn advertise but was instead two very low single beds pushed together. This was only the start. I noticed that on the bedding there were lots of hairs on the bedding and white splattered marks on the headboard. I normally wouldn’t complain, but was travelling with my 3 month old baby and was not comfortable having him around the dirt. I went to reception to ask them for it to be sorted, the man on the desk (Luca) was incredibly helpful and asked for the manager to come and speak to us to get it sorted. Well the manager (Lacey) spoke to me in an incredibly unprofessional manner claiming she had checked the rooms herself that morning and implied that I had made the bedding dirty myself. She eventually offered to change the bedding for us. Once we went back into the room, I noticed that there were more stains on the bedding, the mattress protector was covered in marks and more hair. The final straw was when I pulled back the duvet and a dirty plaster came flying out of the so called “clean bedding!” I went back to reception and Lacey spoke to us again and once again tried to make out like I had placed the plaster in the bed myself and spoke to me in the most appalling manner reducing me to tears. She had clearly had a bad day, but it was absolutely no way to treat a customer. We did not want to have to travel back home that night, as it was now very late and we had spent 3 hours travelling that day and did not want to make the long journey home during the night with the baby. However we were not comfortable staying in an unclean room and was left with no other choice as they claimed to be fully booked with nowhere else to put us. When packing up our stuff I then noticed hairs and dirt around the toilet bowl and a lovely brown looking stain on the toilet roll holder. Not to mention the damp stains on the chairs provided in the room! Since returning home we have lodged a formal complaint and are certainly hoping this gets looked into further.

Brilliant stay, loved my room it was clean and comfortable, really enjoyed the breakfast jess was great on reception and sam was so helpful at breakfast, great quiet location and wonderful Christmas decorations. Very friendly staff and overall great stay