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Mercure Tunbridge Wells Hotel 4 stars

Customer review rating 3.9/5 4,272 reviews

ALLSAFE approved hotel

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Mercure Tunbridge Wells Hotel
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Hotel extras

  • An ALLSAFE Clifton Environmental certified hotel

  • 8 fully-equipped meeting rooms for up to 130 guests

  • 18th Century Georgian oast house with original features

  • Feel Good Health Club with heated pool

  • Nearby landmarks include Tunbridge Wells and Hever Castle

Services in the hotel and nearby

Check-in from 15h00

Check out up to 11h00

Paying

Services and practical information
  • WIFI/Internet Access
  • Parking
  • Accessibility for people with reduced mobility
  • Pets allowed Paying
  • 100% non-smoking hotel
  • Reception open 24 hours a day
  • Early check-in/Late check-out Paying
  • Dry cleaning / Ironing Paying
Leisure and activities
  • Swimming pool
  • Well-being
Catering
  • Breakfast Paying
  • 1 Restaurant(s)
  • 1 Bar(s)
  • Room service
Business services
  • 8 Meeting room(s)
  • Copy/print service available

Hotel location

Mercure Tunbridge Wells Hotel

8 Tonbridge Road
Pembury
TN2 4QL tunbridge wells
united kingdom

Tel: +4401892628298

Fax: (+)01612342819

Check-in from 15h00

Check out up to 11h00

  • By plane

    LONDON GATWICK At 93.33km / 58 miles

  • By train

    HIGHBROMS STATION At 4.83km / 3 miles

GPS :51.146079, 0.311925

Our accommodation(s)

All bedrooms feature a flat-screen TV and complimentary high speed WiFi. In privilege and superior rooms you'll enjoy a Nespresso coffee machine, newspaper, robe and slippers. Our signature suite is the 'Room at the Top' where there's room to sprea d out in the separate lounge area with its own chaise longue, in the king-size bed or in the double-ended bath.

Our restaurants and bars

THE MALLOWS

The Arts Restaurant offers traditional and internationally inspired cuisine, delicious desserts and a selection of fine wines to compliment your meal. You'll find individually styled surroundings which offer a relaxed atmosphere.

Non contractual photo

THE OAST BAR

After a hard day what better to help you wind down than enjoying your favorite tipple in the comfortable surroundings in our friendly Oast Bar.

Non contractual photo

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 8

  • Maximum size: 140

  • Maximum capacity: 180 people

  • Maximum banquet capacity: 130 people

Find out more

Our guest reviews for
Mercure Tunbridge Wells Hotel

100% genuine reviews from our guests

Find out more

ALL Rating 3.9/5

4,272 reviews

tripadvisor

TripAdvisor Rating 3.5/5

1,206 reviews

A pleasant hotel, with very helpful staff

Customer review rating 4.5/5

Paul R. Couples - 28/07/2021 Confirmed reviews ALL

Our stay at Mercure Tunbridge Wells was partly holiday and partly in order to attend a wedding. The hotel premises were generally well presented, parking was easy, and the location of the hotel was ideal for our needs. We had dinner at the hotel twice, and on both occasions the food was very good. Bearing in mind that there were quite a few staff shortages in the aftermath of Covid-related "Test and Trace" the staff who were on duty were all very helpful and positive (despite some the guests being openly quite rude and arrogant) and were determined to "go the extra mile" to ensure that our stay was comfortable and enjoyable When time permits it is likely that we will visit Mercure TW again, so that we can explore more of Kent

Dear Paul R., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. It is such a pleasure and so refreshing to read a guests feedback that is understanding of some of the problems that the hospitality industry is facing at this current time. To show my appreciation I would like to offer you a free stay for 2 people, 1 night with breakfast included on your next visit to the area, please note that this is subject to availability. If you email me direct when you have a date in mind i will check availability and take care of your reservation myself. Kind regards Nathan Ruthven General Manager
Customer review rating 2.5/5

Anonymous Couples - 26/07/2021 Confirmed reviews ALL

Unfortunately the bed was too firm for my husband and we had to request another duvet for him to sleep on which was given to us. The window in the room was very difficult to open and a one of the bedside light bulbs was missing. If the hot weather is going to be more the norm, air conditioning should be a consideration rather than operating an electric fan constantly. Obviously our room was not cleaned or towels replaced during the four days we were staying, probably due to covid restrictions, but there was no note in the room to say whether the towels could have been changed, or what procedures to follow. The room service meal however was very good.

Dear Joan B., Thank you for taking the time to tell us about your experience at the Mercure Tunbridge Wells Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nathan Ruthven General Manager

Nice friendly hotel

Customer review rating 5.0/5

Tracy G. Families - 26/07/2021 Confirmed reviews ALL

Very helpful staff,and a relaxing place to stay

Dear Tracy G., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nathan Ruthven General Manager

Great location

Customer review rating 4.5/5

Julie Couples - 26/07/2021 Confirmed reviews ALL

Friendly staff, comfortable room and lovely food.

Dear Julie K., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nathan Ruthven General Manager

Very disappointing

Customer review rating 2.5/5

Jim S. Couples - 24/07/2021 Confirmed reviews ALL

Booked through central booking assured a room suitable for disabled wheelchair user was available on arrival no such availability. Informed an accessible room had been requested and not a disabled room. In all my 20 + years of using Accor group never before have I experienced that their is a difference between accessible room and disabled room.

Good stay

Customer review rating 4.0/5

Anonymous Couples - 23/07/2021 Confirmed reviews ALL

We had a lovely stay, but the room was hot. The staff were helpful,but I thought that they should have worn face masks.

Dear Julie R., Thank you for taking the time out to post your review of our hotel, your feedback is appreciated and very important to us. We very much look forward to welcoming you back again in the near future.

Not cleaned properly and horrible bathroom. Not worth the price!!

Customer review rating 2.0/5

Jessica Families - 20/07/2021 Confirmed reviews ALL

I booked two rooms with breakfast for 3 people costing £433! At that cost I expected a lot more!! Our room was a bit dated, but fine. However we had cobwebs everywhere! A huge one going from one side of the room to the other when you first walked through the door. More cobwebs in the room, which had a spiders nest with loads of eggs!! Which means it's been there for ages. Our bed head had not been cleaned, was dusty and had actual rubbish on it. Our kettle still had water from the previous occupants, which made us think the kettle had not been cleaned. We had something gross, possible food, stuck to the wall too. Not acceptable ever, but especially during these times, where cleanliness is so important!! The bathroom looked about 50 years old and there was mould around some of the tiles. For £200 a room this is ridiculous. The people walking around upstairs all night were so loud, each floor board squeaked when stood on, so sadly I hardly slept. However, one positive was that the bed was very comfortable. The swimming pool needs a make over with lots of tiles missing, however the pool itself was a nice temperature and we enjoyed our swim. Sadly we and a few other guests were waiting to get a drink at the bar for ages, as staff were waiting on a wedding. I understand a wedding takes priority, but the hotel should have had extra staff, as we are still paying guests! 2 of us are vegetarian and were disappointed with the cooked breakfast that we were looking forward to. Your menu states you have vegetarian sausages, but they did not have any, even though we were asked on check in about this. The continental breakfast options were good though. The staff were all friendly which is a positive. I was very disappointed over all, as we were staying at your hotel for my Dads 70th birthday, which I had saved up for for some time and was a special treat for him after a difficult year.

Kind staff, great location

Customer review rating 4.0/5

Janet Friends - 20/07/2021 Confirmed reviews ALL

I came for a wedding but was able to also enjoy the area. There is so much to explore and see. The staff is lovely. The pool was nice. Just overall worth coming back to enjoy more time there.

Dear Janet B., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. We will use the comments to learn, review and set measures to improve were necessary. Thank you again for sharing your experience, and we all very much look forward to having the opportunity to welcome you back again soon. Sincerely, Nathan Ruthven General Manager

Good stay

Customer review rating 4.0/5

Clive G. Couples - 19/07/2021 Confirmed reviews ALL

Staff very good and helpful

Dear Clive G., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. I will be sure to share your comments with all my team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services and standards. We will use the comments to learn, review and set measures to improve were necessary. Thank you again for sharing your experience, and we all very much look forward to having the opportunity to welcome you back again soon. Sincerely, Nathan Ruthven General Manager

Good stay

Customer review rating 4.0/5

L. L. Couples - 18/07/2021 Confirmed reviews ALL

Easy to find and a friendly welcome. Comfortable room and bed with everything you need in the room. Evening meal was excellent. Breakfast was ok, the hot food could of been hotter. Overall a nice hotel.

Dear L. L., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nathan Ruthven General Manager

Ok

Customer review rating 3.0/5

Stephen W. Couples - 17/07/2021 Confirmed reviews ALL

Ok but got pinged by track and trace.

Dear Stephen W., Thank you for taking the time out to post your review of our hotel, your feedback is appreciated and very important to us. We very much look forward to welcoming you back again in the near future. Sincerely, Nathan Ruthven General Manager

Home from home

Customer review rating 5.0/5

Henrietta M. Solo - 17/07/2021 Confirmed reviews ALL

I stayed for 2 weeks and it was a good experience

Dear Henrieta m., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nathan Ruthven General Manager

Hotel in need of attention

Customer review rating 2.0/5

Irenemm Couples - 17/07/2021 Confirmed reviews ALL

Sadly, we were very disappointed with the Mercury at Tunbridge Wells & felt it fell far short of usual Mercure standards & was nowhere near as good as the website led us to believe & expect. We fed thus back to the Reception team. The hotel interior is extremely tired & in need of considerable investment. the degree of mould etc in the bathroom was disconcerting. I had intended to swim but the general level of attention to maintenance throughout the hotel left new with no confidence that the standard in tge pool & area would be any different. The cooked breakfast appeared to be of the cheapest possible produce & not well cooked- white toast (when I had asked for granary) which tasted like blotting paper, poached eggs like bullets, extremely cheap-tasting beans & ‘Pappy’ tomatoes. The coffee was dreadful. The grounds around the hotel are in need if considerable works- there are overgrown patches to be seen all around & borders with weeds in abundance. All in all, very sad. On a positive note, you have some very good staff.

Customer review rating 0.5/5

Nigel F. Couples - 16/07/2021 Confirmed reviews ALL

Not like it used to be it really gone down hill

Excellent location

Customer review rating 4.0/5

Chris Couples - 16/07/2021 Confirmed reviews ALL

Clearly the property requires upgrading particularly the bathroom. However everything worked and the staff were very efficient and helpful.

Dear christopher K., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always important to receive any feedback and I very much appreciate you taking the time to do so. I will be sure to share your comments with all my team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously review and improve the quality of our services. Thank you again for sharing your experience, and we all very much look forward to having the opportunity to welcome you back again soon. Sincerely, Nathan Ruthven General Manager

They tried their best...

Customer review rating 3.5/5

Ally L. Families - 14/07/2021 Confirmed reviews ALL

We wondered what to expect as we have read some recent reviews that were not particularly positive. Yes the decor was a little bit tired in places but it was generally perfectly clean. The staff that were on duty tried their best but we were told that there was staff absence in the kitchen which lead to a very limited evening meal menu and we were also very disappointed to learn that the pool was not available during the daytime. We had booked this hotel because of the pool so to find out we could not use it was really disappointing. We were told that there had been a change in the management of the pool and that this was detailed on the hotel website - but it hadn't been made clear to us at the time of booking. Breakfast was nice and service was good. Overall, this hotel is not going to set the world on fire but it provided us with a reasonable place to stay at a reasonable price.

Dear Ally L., Thank you for taking the time to tell us about your experience at the Mercure Tunbridge Wells Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nathan Ruthven General Manager

Not a 4* hotel

Customer review rating 1.0/5

Natalie Friends - 14/07/2021 Confirmed reviews ALL

We were disappointed upon checking in to learn that the swimming pool wasn’t open each day until 3.30pm. This isn’t mentioned on the website. We booked the hotel as my friend really fancied a swim, but would have stayed in an apartment we found in the centre for £60 less had we known. When checking in we’d had to stand at reception for a very long time before even being acknowledged, same at the bar when we went to get a drink. I was then served a completely flat and warm glass of Prosecco. When we raised this with the bar staff the response was, ‘oh best go and open a fresh bottle then.’ Given there was also a wedding party in attendance, it did make us wonder if i’d been served the left over dregs from that! The room itself was very dated, and musty smelling. The bathroom in particular was not much to look at. Overall we paid way to much to stay in this hotel, the pictures on the website of outside are very misleading! Breakfast was also disappointing, we were not given a menu or told about a QR code to view one, just asked ‘full English?’ when we sat down. Toast arrived already buttered, soggy and cold which was not appetising and had to be sent back for fresh toast. Very bad and overpriced.

Good location

Customer review rating 4.0/5

Mrs J. A. B. Couples - 14/07/2021 Confirmed reviews ALL

We booked a one night stay to attend Pub in the Park. Location was great, only a couple of miles away.

Dear B. J., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. I will be sure to share your comments with all my team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services and standards. We will use the comments to learn, review and set measures to improve were necessary. Thank you again for sharing your experience, and we all very much look forward to having the opportunity to welcome you back again soon. Sincerely, Nathan Ruthven General Manager

Right place, right time, friendly people

Customer review rating 4.5/5

Gill Couples - 14/07/2021 Confirmed reviews ALL

Our first outing since ‘unlocking’ felt very organised and welcoming, thoroughly enjoyable.

Dear Gillian C., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nathan Ruthven General Manager

Ruined our whole virgin experience

Customer review rating 0.5/5

Mrs D. J. Couples - 14/07/2021 Confirmed reviews ALL

Arrived having driven 180 miles to be told restaurant was closed for football All tables in bar lounge and restaurant were reserved ,were given bar menu that consisted of burgers and pizza ,manager only gave excuses never once apologised ,we were sat at a reserved table and told we would have to move when other customers arrived

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