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.

Second visit this month, greeted by Steph both times, a very welcoming and knowledge professional, exactly the person you want helping and representing the brand when it’s a first time visit. somehow she even remembered me which always goes the extra mile. Rooms are exactly what you expert when you book a premier in, a clean and comfortable night stay.

Will return regularly.

Warm welcome comfortable spacious room with and lovely bath. Steph was very welcoming and helpful. Great breakfast and free parking that was very close by.

So happy with our stay here.
This is by far the cleanest premier inn we have ever stayed in!!
Especially the bathroom, it was spotless!! Plus a cheery hello from the cleaner Janet!

I stayed for two nights in November 2025 and have to say the rooms were superb. Very clean and smelled lovely. I will definitely book again soon!

Fair price, good location, fast check in, the room card was reafy wjen we checked in. The bed was comfy.
Car patk is free from Doncaster council outside of hotel.

I stayed here for a little stay with my boyfriend & it was absolutely lovely. the staff was friendly and the place was clean! definitely will come again

I stayed here with friends the staff were very friendly and the room was very clean.very helpful, will definitely be staying again.

We stayed the night a couple weeks ago whilst visiting family in the area. Had a great stay. Great location and the room was spotless! Was abit worried about staying with young children as we didn’t know how clean it would be. But it was amazing and so hygienic. Definitely worth the money. Will definitely be staying again.

Stayed here as we were attending the horse racing at Doncaster racecourse. Location was ideal as it was walking distance to the racecourse. Rooms were a bit dated, but clean. The staff we encountered were all friendly. The rooms didn't have air-con (which we knew) but thought it would be fine for a stay in November. It wasn't - the rooms hold a lot of heat so it was difficult to sleep. There is a fan which helps, but can be noisy. Parking is free and not far from the hotel. It's reasonable value for money.

Don't stay here if your a tradesman, i had my van broken into, I was one of many vans to get broken into. I was told it happens regularly and last week a man got beaten up by the thief's with a hammer

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 was checked in by Shelly on my arrival. Who I found was pleasant and very efficient at her job. Thank you it was a pleasure to meet you.

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!

Great value for money. Good size rooms.
Everything in the room was very clean.
Lovely staff
Very quiet
Short stroll for breakfast next door.

This hotel is very tired and dated, the decor is depressing, dull & the rooms are used.
The WiFi does not work & the signal for 5g/4g is terrible.
The walls are thin so other room noise is loud above and to the sides.
The extractor fan is so loud it is not a relaxing bath & the heater is an old thing on the wall - no air con.
Fine if you are not needing to be in the room for long but after work and here for 4 weeks is not a pleasant experience.

There is a hairdryer - suitable
The pub/restaurant isn’t terrible it’s ok.

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