The Village Hotel - MaidstoneSo, in a few words, the hotel is tired, under staffed (perceptively) not dirty but definitely not clean, pool has seen better days (huge net over the pool stopping the flaking paint from the ceiling falling in), not premium, at all. The positive first, the amazing and warm welcome, lovely, set high expectations, also every member of 'normal' staff, cleaners, waiters etc, that we talked to, not management were great, tried to help but simply put couldn't, but tried which is half the point really, so yeah onwards.... Went up to a 'cleaned room' found previous occupants used towels in the room, removed quickly however. Room needed a vacuum as had not been done, Ive now checed out from a three day stay, so three days of asking for that to be done, not done, promises etc. The shower soaks the bathroom as the screen is to short, so used all the towels to stop that running into the room, asked for more towels, three times, turned up on third request. We came on a family the day deal, the chain is charging normal to premium prices but far from delivering premium service, quite unhappy and I hate to say, actually not surprised, disappointed however, very disappointed. You come away to get something you don't have at home, slightly bigger shower, pool etc, don't you? Or is that just me. The on-site Starbucks has a significant water leak from the ceiling and the staff managed to avoid flooding the main restaurant in our first breakfast experience, disorganisation and chaos are words I used in the first 24 hours. The vacuuming issue, the third time I spoke to someone he appeared to be the manager, well spoken and polite, promising the work would be done, was it, no it wasn't or rather hasn't. I assume the issues are down to under staffing, staff experience and or lack of management oversight, either way it's really poor and I would have some sympathy but to be honest, that evaporated after the first 24 hours so if your charging full price I expect decent service and a better presented hotel. Went for a swim on the second morning and again, no towels, the young lad on the gym reception explained this was how it is, we went in search of housekeeping as going to the front desk had not proved fruitful so far, found a trolley with towels, the very lovely girl said it was fine to take them, I heard something about chaos and it's crazy, no towels anywhere and shortages of linen, said thanks and went to the over full pool, didn't stay, family changing is dirty and not welcoming. Do people really pay to attend the gym here? Surely it's cheaper and cleaner at the local municipal facilities. As we left I handed my key in and spoke to the lady in reception, explaining the main issues of a not so clean room and missing towels etc, explained how she was the sixth person I had spoken with including managers, and was told that she hoped I would receive a call to discuss my issues, we agreed that's extremely unlikely given they can't even organise a vacuum cleaner and parted company... Will I return, no .. We left today, I'm good with that. Business trips, casual affairs, perfect hotel.
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Village Hotels are ideal for both business and leisure breaks. All 29 hotels offer contemporary accommodation, quality dining and top of the range leisure facilities.
