Premier Inn Folkestone (Channel Tunnel) hotel

Reviews

• RO

  Robert Officer

  4 days ago
  3.0
  We had an Premier Plus room which was lovely, the location was excellent for going and returning for the Le Shuttle. Staff excellent, helpful, curtious and answered any question we had regarding local amenities. The BIG let down was the restaurant. I had a steak and wife had a chicken curry. The steak which should have been medium was like cutting a leather shoe and my wife had an upset stomach from her curry. We had breakfast booked as we returned the night before from France and breakfast was no better. I feel it is important to have decent food. I will use the hotel again but will find somewhere else to eat as we did when we came back. I used Uber Eats and had food delivered.
• AL

  Anne Lavery

  5 days ago
  5.0
  We stayed 1 night in a Premier Plus room and were really impressed by the quality of the accommodation. It was spacious, with two armchairs, and appeared to be newly refurbished. We ate in the restaurant and were served by Shannon, who was cheerful and efficient. Our fish and chip dinner was excellent - compliments to the chef. A good night’s sleep and, all in all, a very positive experience.
• BM

  Bosch's Mum

  Sep 28, 2026
  1.0
  We stayed overnight for the channel tunnel and the only positive is that you can't beat the location. The rooms are ridiculously hot and the air con doesn't work, so there are noisy fans rotating the hot air instead. The accessible rooms are only suitable for wheelchair users bringing their own equipment, so my elderly father was left flailing around the impossibly low bed until he was able to contact us for assistance (I contacted their accessibility team re this, and their answer can be summarised as "tough") The restaurant is only serving a very reduced menu, so you have a choice of burger, or you could have the burger ... actually, there is another positive, the very good-humoured servers who are left to explain this to guests. Enjoy your stay 😁
• SH

  sophie humphries

  Sep 23, 2026
  1.0
  Location perfect but the rooms are like a sauna and sleep is impossible in the heat. I reported this to them and they informed me it was due to external factors which they don't have control of. This is a cop out as outside was cool around 17 degrees in the evening but inside the room was nearly 30. My husband really struggled with onward driving which is the reason we booked to prevent in the first place. We cancelled and booked a hotel nearby that was alot cheaper and beautiful night sleep, paying £141 for one night no breakfast in these conditions is beyound a joke, even with comfy beds and being clean it makes no difference with the internal temperature. Never again
• CI

  Chiara Iacolano

  Sep 9, 2026
  1.0
  Extremely disappointing experience – poor room, poor resolution and unacceptable customer service We stayed at Premier Inn Folkestone on 22nd August 2026, in Room 101, and unfortunately the experience was extremely disappointing. There was a loud, continuous low-frequency humming and vibrating noise coming from the electrical/meter cabinet inside the room, immediately next to the entrance. The noise was clearly audible throughout the room and made it impossible for us to sleep. We reported the issue to reception, and the receptionist came upstairs to investigate it herself. A manager/colleague also attended the room. We explained that both my son and I are autistic and particularly affected by persistent background noise, although the noise itself was significant and was not simply a matter of personal sensitivity. We were told that there were no other family rooms available, so we had no reasonable alternative but to leave. We left at around 8:30 pm and had to drive for another four hours with our tired and hungry children. We had booked the room specifically so that we could rest during a long journey, so this was extremely stressful and inconvenient. The hotel manager advised us that the incident would be logged and that we should contact Premier Inn to request a full refund. We therefore did exactly that. Premier Inn subsequently refunded £115 under the Good Night Guarantee, but refused to refund the additional £21.98 we had prepaid for breakfast. To be clear, I was not arguing that the breakfast should form part of the Good Night Guarantee. I specifically asked for the prepaid breakfast to be considered separately, as we were unable to use it because we could not stay in the room. I also referred to Premier Inn's Booking Terms & Conditions, which state that breakfast is an optional extra separate from the room reservation, and that under the Standard rate cancellation conditions, “Pre-paid meals and/or additional extras will be refunded.” I therefore asked a very simple question: if Premier Inn considered the £21.98 breakfast to be non-refundable in these circumstances, could they please point me to the specific term or condition supporting that position? That question was never answered. Instead, despite having sent only two emails and having raised the matter politely and specifically, I was told by the manager not to contact them again. This was, in my view, completely disproportionate and unacceptable customer service. I was not being abusive or unreasonable. I was asking Premier Inn to explain the basis of a decision using its own published Terms & Conditions. The original problem with the room was disappointing, but problems can happen in any hotel. What has ultimately caused me to lose all confidence in Premier Inn is how the matter was handled afterwards: a prepaid service we were unable to use was refused a refund, a straightforward question about the applicable terms was left unanswered, and I was then effectively told not to contact the company again. I am a frequent traveller and regularly pass through Folkestone, so this is particularly disappointing. Premier Inn could have been a convenient and reliable option for future journeys. Instead, following this experience, I will simply book elsewhere whenever I am travelling through Folkestone. It is therefore not simply the £21.98 that has left me disappointed. It is the complete lack of transparency and the way my legitimate concerns were handled. A hotel room that cannot reasonably be slept in is one problem. Refusing to properly explain a refund decision and then telling a customer not to contact the company again when they ask a reasonable question is another. Sadly, Premier Inn has completely lost my trust. Despite frequently travelling through Folkestone, I will be booking elsewhere in the future.

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