Premier Inn Faversham hotel — Hotel in Borough of Swale

The customer service we experienced in this hotel was bad to put it mildly. We arrived 45 mins early for check in and enquired about possibly checking in early. We were told by Karen (real name) that it would be a £10 charge for early check in, bearing in mind that the £10 fee starts from 11am, but we have a 7 month old with us so thought the rules could be bent a little considering we were so close to the check in time. The answer was no, so fair enough, company policy. I then ask if there is a baby change table in any of the loos in the bar and Karen says no, that people normally go to their rooms to change the baby's nappies. So I ask, if we can't get a room yet then where are we supposed to change her and she says either in the toilet or in your car. I then say, But there's no changing facilities in the loos, is there, and she just shrugs. So we go back to the car, look after our child out there and wait until 3 so we can check in. Go back inside and there are at least 10 other guests waiting because none of the rooms have been cleared for new occupants so we have to wait another 15 mins for our room. Can't use the self check in machines either because of the room situation so we have to go back to Karen.

Next morning we go to breakfast and even though there are a stack of high chairs in the corner were told that we have to wait for 20 minutes before we can sit down to eat because the high chair and the table need to be assigned and they are fully booked even though there were at least 4 tables free you could get a high chair round. And it's a help yourself breakfast, there are no waiters.

I've stayed in many Premier Inn's because I prefer them to the other major budget hotel but this is by far the worst customer service I've experienced during a stay. And to not have baby change facilities on the ground floor where the restaurant is it is shameful to expect people to leave the table and go back to their room to change an...

We recently stayed at the Premier Inn in Faversham, and it was truly an exceptional experience from start to finish. The staff were consistently friendly, professional, and willing to go the extra mile to make our visit comfortable and enjoyable.

A special mention must go to the evening manager—a gentleman whose warmth and outstanding customer service set the tone for our stay. His friendly demeanor, polite manner, and helpful nature truly stood out. He went above and beyond to make our stay feel extra special, and his great personality made all the difference. It’s rare to encounter someone so genuinely committed to ensuring guests have the best possible experience.

The hotel itself was spotless and well-maintained, as you’d expect from Premier Inn. The room was comfortable, and all the amenities were up to standard. The location was perfect for exploring Faversham and the surrounding area.

Thank you to the whole team, and especially the evening manager, for making our visit so memorable. We wouldn’t hesitate to stay again and will be recommending Premier Inn Faversham to friends and family.

Five stars all...

Overall very good Experience, although I’ll start with the negative. There was poor communication from the housekeeping team to the front desk and after two trips up to our room (after 3pm check in time) our room hadn’t been touched from the previous guest. The front of house lady (I can’t remember name) was apologetic and she did move us to another room and eventually was ready by around 5pm but the lovely lady did offer us an apology drink which was very appreciated on such a hot day.|The restaurant staff knocked it out of the park especially Jeff! Who we had the pleasure of seeing on both nights of our stay! Nothing was too much trouble & he was so patient especially with our very chatty kids. He even arranged a bottle of my husbands favourite ale took to our room for my hubbys birthday!||Both the breakfast chef and the lady helping in restaurant (11th August) were both also excellent with their friendliness and warmness. ||Apart from the room niggle everything was perfect & would definitely stay again if we...