I spent two nights at Strawberry Fields while I was in Brighton for a conference. As I was travelling solo, I took one of their small, single rooms for a bargain price.
They were very helpful beforehand with providing the best info about parking in Brighton. I received a warm welcome when I turned up, even though it was quite late! My room was small, but perfectly formed, and very well decorated. I was happy to settle in for the night. Unfortunately, my first night was marred by a couple of things. The sound insulation between my room and next door was basically non-existent, so I could consistently hear the people in there. I'm a light sleeper so that bothered me a fair bit. The very friendly night porter didn't have any earplugs to offer me. Worse, my mattress was extremely uncomfortable. The springs really dug into my back. It was not a great night's sleep.
I mentioned these to the manager the next morning. To my delight, she was extremely helpful. She looked up the adjoining room and found that only one person was staying in it. She was also very apologetic about the mattress, and offered to replace it or fit a mattress topper. Apparently they do replace their mattresses regularly, and this one must've simply reached the end of it's life a bit earlier than expected.
I returned after a long day to find a mattress topper fitted onto the mattress. It was extremely comfortable, and I had an excellent and restful sleep.
The measure of a places is not only in preparation, but in how they deal with problems. Based on that, I'd happily return to Strawberry Fields