Mercure Tunbridge Wells Hotel 4 stars

Hotel staff are all very pleasant and helpful but this doesn’t alter the fact that the room we stayed in is looking very tired and in need of updating, the beds are worn out and uncomfortable, the pillows are dreadful and lumpy (or collapsed and unsupportive), and the bathroom steams up in seconds and takes hours to clear. The pool would be okay if it was available to residents for more than two hours a day, if you could get in to use it without a load of kids using it for lessons and if the water looked like it had been filtered and cleaned any time this century.

Over all not too bad. Not at all disabled friendly - no lift, very few disabled toilets, toilets in bedroom low enough to be suitable for infant school childen. The room was very shabby, chipped funiture, the wardrobe door was hanging off and was in danger of falling off completely. The food was good and the staff helpful and friendly.

A good place for the Wells etc. Room very small and needed some talc. Staff not so good, tend to ignore you and finish their conversations, then you get a fairly good service.

EXCELLENT SERVICE AND PROCESSIONAL STAFF GOOD FOOD 1 FRUSTRATED NO WARNING ON BOOKING THERE WOULD BE A WEDDING IN THE HOTEL AT SAME TIME 2 LOUD MUSIC POUNDING TILL 1.30 AM ALL WINDOWS OPEN FROM WEDDING RECEPTION MUSIC SHOUTING GUESTS 3 VERY EARLY SUNDAY MORNING DELIVERIES CRASHING AND BANGING 4 FIRE ALARM SET OFF BY A WEDDING GUEST WHILST I WAS IN THE SHOWER NO FIRE NO APOLOGIES

Clean and comfortable well sized room.

We enjoyed our stay with you at the Mercure. Nice, helpful staff. However we feel a refurbishment is needed. Furniture desperately needs upgrading.

The staff were very helpful and very busy. We were very disappointed with the swimming pool as it was only open for a random two hours daily. The advert included a well being suite, never saw that.

pleasant and helpful staff.

On arrival no one seemed interested was given a key and told to go through double doors??? We made a booking twice by email to book a table in the restaurant in which there was no booking, but luckily we got a table. The Head of the Restaurant proceeded to tell us that the bar man was now the chef so nothing could be cooked which was complicated. This we felt very unprofessional. The waitress and lady behind the bar were very good. The meal though was very good after all. The Room's were very dated and the bathroom needed a re fit. We were very pleased with Breakfast. The lady as we were checking out was much more professional. Ok for a one night stay.

My husband and I recently got married in your hotel. The rooms were uncomfortably warm the night prior to the wedding and my husband room was dirty, with stains in the bath, sink etc. On the day of the wedding, my husband was very rudely informed by staff he would need to check out by 11am despite the wedding being at 2. I needed to call down to reception to discuss this further. I had informed Sophie we would have breakfast in the room as makeup started at 8:30am, reception rudely informed if I didn't prebook then they weren't going to do this, after advising that Sophie was aware, this was delivered. During the day, there was clearly not enough staff. The courtyard where out drinks reception was held was overrun with old weeds and lacked maintenance. We were told at canapés would be held back for the bride and groom but this wasn't the case. Equally, it wasn't very accessible for those with mobility issues as we had one wheelchair user. Incorrect deserts were given to our guests despite 6 weeks notice of the menu choices and discussions prior to the event with Sophie. The menu servings were a lower quality then our tasting session and we didn't feel it was value of money at all. One of the signs we supplied for decoration was broken and we had to chase up the cake cutting, first dance and the cake being served to our guests which didn't happen until gone 9pm. The DJ who informed us was booked 3 days beforehand missed most the songs on our list, and despite repeated requests to reduce to volume as far too loud, he kept increasing it so much so guests ended up in other areas as the noise was too loud, especially for my autistic brother. We had a tab behind the bar and supplied drink tokens. The barman was aware to collect tokens but this didn't happen and meant some people missed out on a free drink. I kept having to find staff to help us and it made the day a bit stressful. I was told we would have a coordinator on the day but I had no idea who was in charge. The honeymoon suit had rose petals left over from previous guests in the bed and on the floor. My husband also killed 2 hornets (I think you have an issue as I saw 5 during our time). Breakfast didn't have any dairy free options at all (not even a soya yogurt) for my dairy allergic daughter so we relied solely on food brought from home. Overall although the honeymoon suit was nice, the experience was disappointing and we aren't overly happy.

The staff were very friendly and helpful, food was good. But the hotel is in need of a lot of updating, some of the woodwork outside was rotten and holes in the facia. Our room was clean but smelt a bit musty on entering (this could be because it has not been used much?) the bathroom needed a refit as the grout in the tiles around the bath was brown looking and the plug hole was rusted, overall needs updating.

The room was comfortable and clean and the hygiene for COVID was well observed. There was often poor communication between reception and the restaurant over bookings for dinner and breakfast, as on several occasions our reservation had not been recorded. These discrepancies at dinner were dealt with in an ungracious manner by a member of the senior staff. However we were very satisfied with the other staff who were friendly and efficient.

Location nearer Pembury than Tonbridge. facilities OK but not the standard of a 4 star hotel. Bar staff unable to process payments for Irish coffee or next days scones and tea. Swimming pool not available but not notified of this. Breakfast plentiful but cooked breakfast mediocre. Fruit salad tinned fruit with fresh pineapple added not at all acceptable. Coffee in restaurant excellent. Some of the staff (Particularly the men) very surly. Plenty of parking and quiet at night in spite of a party night 1 and wedding night 2 Room spotlessly clean bed comfortable but minimal "niceties expected in 4 star establishment. Room not made up in between nights. No safe. Décor in hotel tiered and in need of update. No comfortable seating in lounge. Waitress staff tried to be helpful and were very pleasant. Check out staff didnt even ask if we had experienced a good stay

under covid 19 restrictions, breakfast in a bag if your lucky and it arrives, bar nearly open, restraunt ok ish, bill at the end of a pre paid pre booked stay could have been interesting, ( price of rooms dependent on how busy the hotel is ) but argued the point and got it sorted, generally I think the hotel could have tried a bit harder,

Nice hotel. Good pool, sauna and steam room. Staff very nice. I had to switch rooms as the noise from the traffic in my original room was very disturbing. Staff moved me with no fuss. New room had just been refurbished so I think some work was left to do - mainly light bulbs not working. Also the fan in the bathroom didn't work. I'm sure this will be picked up and remedied however.