Premier Inn Maidstone - West Malling

This hotel is consistently praised for its friendly staff and clean rooms, offering a reliable stay for guests. Its signature feature is its location, which provides both easy motorway access for travelers and a countryside setting with nearby woods for walks, making it suitable for business travelers needing convenience and families or couples seeking a quiet retreat. Many guests highlight the comfortable beds and the overall cleanliness as key positives. To ensure the most comfortable stay, guests should be aware that rooms can get warm, and while fans are provided, air conditioning is not available. It is also advisable to check the current status of the on-site restaurant and bar, as services have been noted to be limited.

Facilities & Amenities
The hotel offers essential amenities for a comfortable stay, including Wi-Fi (though some guests report slow or unreliable connections and poor phone signal). Rooms are equipped with basic necessities, though some reviews mention issues such as a lack of towels, a single teabag, or a missing toilet roll upon arrival. A significant recurring concern is the absence of air conditioning, leading to rooms becoming uncomfortably warm, especially during warmer weather, despite the provision of a fan. Some guests also experienced issues with heating being limited, water pressure in showers, or a non-functioning bathroom extractor fan. For guests with accessibility needs, there are accessible rooms featuring a lower bed height, grab rails, and alarm cords for safety and comfort.

Cleanliness & Room Comfort
Guests frequently commend the hotel's cleanliness, noting that rooms are generally spotless and well-maintained, with fresh-smelling linen. The beds are consistently described as very comfortable, ensuring a good night's sleep for most. However, some guests have reported that rooms can feel "old and a bit run down" or "tired" and in need of refurbishment, with occasional mentions of a "musty moldy smell" or a strong bleach odor in some rooms. A significant and frequent complaint revolves around room temperature, with many guests finding their rooms excessively hot due to the lack of air conditioning, even with a provided fan. Noise levels are generally considered quiet, contributing to a peaceful environment, though some isolated incidents of noise from neighbors or a persistent vent fan have been noted.

Dining & Food Quality
Feedback on the hotel's dining options is mixed, with a strong emphasis on the breakfast being generally good and hot, often cooked to order. Guests appreciate the breakfast variety, with options like muffins and pancakes being popular with children. However, the attached restaurant and bar receive considerable criticism. Many guests describe the evening menu as "very limited" and "basic," consisting mainly of "heat and eat items" like pasta, pizza, and fish and chips, with a noticeable lack of choice and quality compared to previous experiences or other establishments. Some reviews highlight issues with slow service during breakfast, long waits for hot food, and items being undercooked or overcooked. The bar has also been noted to have a "poor selection of drinks" with no draught beer available.

Location & Accessibility
The hotel's location is a key feature, often described as being "very well connected to major road routes" and "close to the motorway," making it convenient for travelers, especially those looking to catch an early ferry or train to Europe. It is also noted for being "out in the country," offering a quiet environment with nearby woods for walks. While some guests find it a "great location," others describe it as being "in the backend of nowhere" or "in the middle of nowhere just off the motorway," suggesting it might not be ideal for those seeking proximity to shops or attractions without a car. Car parking is generally available and considered adequate. However, guests should be aware that roads in the area can be "highly contested at peak travel times."

Staff & Service
The staff at this hotel consistently receive overwhelmingly positive feedback, being described as "friendly," "helpful," "welcoming," and "attentive." Many guests highlight their willingness to "go the extra mile" to ensure a comfortable stay, including providing local information, assisting with check-in, and interacting positively with children. The reception staff are particularly praised for their efficiency and pleasant demeanor, often handling requests promptly. Housekeeping is also noted for being thorough and responsive. While most experiences are positive, a few isolated incidents mention less helpful staff or issues with handling complaints, particularly regarding room conditions or dining experiences. Overall, the dedication of the team to providing excellent service is a recurring theme.

Additional Information
Guests should be aware that the hotel has undergone changes regarding its on-site restaurant and bar, which are now run directly by the hotel rather than a separate entity. This has led to a significantly limited evening menu and reduced bar hours, with no draught beer available, which may impact guests expecting a full-service dining experience. The hotel is noted for being a quiet hotel, suitable for those seeking a peaceful stay. There are mentions of the hotel being in need of a refurbishment, with some areas appearing "tired" or "run down." Some guests have experienced issues with power cuts or doors banging at night, though these are less frequent concerns.