Premier Inn Dover East

Dear Premier Inn Dover East Management Team,
I am writing to raise a formal complaint regarding my recent stay at your Dover East location on Saturday 22/11/25.
Upon arriving, I immediately noticed that the shower hose in my room was leaking and did not work properly, making showering difficult.
In addition, the room had a damp and musky smell, which made the stay uncomfortable and suggested poor maintenance.
However, the most serious issue became clear after I checked out.
On Sunday night when i got home, I noticed marks beginning to appear on my hands, and by Monday morning I had approximately 40 individual bites across my arms, legs, neck, face, back and chest. Given the timing and the fact that these symptoms developed immediately after staying in your hotel, I am confident that the room was the cause.
This is causing significant discomfort, disruption to my daily life, and genuine concern about the potential risk of bringing a pest infestation back to my home and family.
This is completely unacceptable, particularly for a well-established hotel chain where guests expect basic hygiene and safety standards to be met.
While I am still considering what resolution I may seek, it is essential that you urgently investigate this matter, inspect the room, and take immediate action to address any hygiene or pest issues identified. I also expect a clear explanation of how this was allowed to occur.
I look forward to your prompt response outlining the steps you intend to take.

The location is perfect if your visiting the castle, its only a few minutes drive door to door. The hotel is tucked back behind the petrol station so you have to drive right to the T junction and take the last right once you turn in, otherwise you end up in the rear of the petrol station, as you may guess, I know because this is what I did!. There is plenty of parking, the staff were welcoming and friendly. My room was clean, a little hard to heat but managed it. The bed was perfection as always. There is no restaurant in the hotel, you have to go a short distance back up the road to the Brewers Fayre. It is walkable but also has a large car park if the weather is poor and you drive, its a few minutes walking. Would definitely stay here again.

From the moment I arrive the hotel staff were very courteous and a pleasure to deal with

I stayed for for nights and enjoyed every moment no requests were too big

The staff are a credit to themselves and a perfect advertisement for premier inn
Thanks

Jason

I didn't actually stay in this hotel in the end. I booked a one night stay a couple of months ago and on the day before my stay I received an email saying "We’re really sorry your stay has been cancelled but you can rest easy knowing we’re here to help when you’re ready to book your next trip".
This was a shock to me as I hadn't cancelled and thought it could be a scam email. So I had to find a phone number to call the hotel. No number was provided on the "cancellation" email and the number on the original booking was a generic Premier Inn number. I had o choice but to phone this number and navigate an IVR system which was clearly unsuited to my enquiry. When I eventually spoke to a person they had to reroute me to the hotel, who told me they had a water problem and that I had been rebooked at the Dover Central branch.
I didn't receive any communication to tell me this - which would obviously have been a much more helpful piece of information and wouldn't have left me panicking the day before I was due to travel that I might not have a place to stay.
Not until I arrived at Dover Central and I was on their check in list was my mind put at rest.
This is a very poor performance from an otherwise generally reliable hotel chain. Very disappointing and distressing.

Hotel was good enough in itself with nice rooms for the price we paid but as that was the first day it had been open since the plumbing problems that closed it I wasn't expecting to be unable to have a bath or shower due to more plumbing issues!

Very dated and smelly, staff friendly, very difficult to find as hidden behind overgrown trees, carpets very dirty and bathroom was dirty

The place was well presented and clean.staff is amazing .It has amazing views .Our stay there was pleasant as we had an opportunity of seeing a cruise ship docked at Dover.The restaurant also saved fresh and very delicious meals.I am definitely visiting again

Stayed for 1 night as we had an early ferry to catch. Was in a disabled room, so lower bed and step into shower. Smaller bed with wide space around the bed so disabled access very good.
However access to the pub down side walk not well lit or clear if debris, didn't feel safe.
Woken by other guests a over very noisy running about room.... Unable to access reception, so reported to Stephen in the morning and disappoint revived the response of what do you expect stay at a busy port hotel..... Shame on you customer service was poor and left feeling tired and disappointed 😞

Friendly staff
Room was comfortable
A bit remote

All staff very efficient and friendly, particularly Catrina in the Restaurant
Room good size and well provided
Easy access to town and ferry port
🙂

Excellent service, nice calm and clean, spacious rooms for the stay overnight. Tasteful décor and details. The venue is located near the Ferry to Calais, offers carpark facilities. It is in did the best place to stay when you travel.

Tia is a fantastic receptionist, fun, good with customers and friendly.
My room was close to the A2, so a little noisy with windows open.
Room was clean and well presented.
Location is not too difficult to find.

The location was very useful for the ferry port and easily accessible. The hotel was well decorated and clean and the bath was lovely.

However, the room was like an oven even though it hadn’t been hot outside that day or the days prior. 2 of my children ended up sleeping on the floor with the fan next to them just to be able to sleep. Opening the window to let some heat out brought in a LOT of noise from the busy road outside which bad traffic passing through all night. We all had a very poor night’s sleep and were met with very unsympathetic customer support when I called to let them know. It was a shame because we’d had a long drive that day and a long drive the day after our stay and we were shattered! It was a great hotel otherwise but obviously that’s not worth much if you can’t sleep because of intense heat and noise. Very disappointed.

Good hotel, checked in early which was good! We liked the Brewers Fayre across the road. Noticed something a bit unusual in the bath tub. Whenever there was water in the bath something kept leaking (tap was turned off). Thought that was strange. TV worked, everyone slept ok! One of the beds didn't have a duvet but the rest did.

Arrived late after a long journey managed to get a drink before last orders then told to leave the bar at 11pm as closing. Very basic rooms with no plug sockets by the beds. No interaction with anyone as self service. You get what you pay for, but would not visit again.

Chambre très convenable pour nous et nos deux petits enfants.
Nous avons juste été gênés par beaucoup de bruit venant de l’étage supérieur.

Staying at this Premier Inn was a good experience. The staff were polite and helpful and the hotel was clean and spacious. Plenty of parking is available and the hotel is conveniently located to most amenities and tourist attractions.

Our 2 night stay to visit the sights / Dover is full of history. Location very good. The outside of the building and pathway to local restaurant needs a bit of a tidy. The staff were efficient and friendly, Bedroom clean and bed super comfy. Bathroom with bath and shower, had everything needed for our stay. Breakfast and eveing meal, (took agvantage of the meal plan ) was in the restaurent next door . Good, as expected. Would stay again .

Stayed as was close to the ferry port. Tia on reception was super helpful. Offered us bookings for dinner and breakfast. She provided taxi telephone numbers and recommendations of bars/restaurants in Dover. What a helpful and delightful young person.

I had booked and paid through Hotels.com. But that was not accepted at check-in, and I had to pay once more. I have reached out to both the hotel and hotels.com, but neither will refund the double payment