Mercure Tunbridge Wells Hotel 4 stars

Dear 93LindaW, Thank you for taking the time to provide us with feedback about your recent stay at the Mercure Tunbridge Wells Hotel. We value your input, and we are truly sorry to hear that your experience did not meet your expectations. We understand your concerns regarding the room rate, and we apologize if you felt that it did not offer good value for your one-night stay. We continuously assess our pricing to ensure it reflects the quality and services we provide, and we will take your feedback into consideration for future pricing adjustments. We are sorry to hear that you found the hotel to be run down and experienced issues with the room's condition. Your comments about the musty and damp smell are particularly concerning, and we will investigate this matter thoroughly to address any underlying issues with the room's maintenance. We understand that the absence of a lift and the design of the shower in your room were inconvenient for you, and we apologize for any discomfort this caused. We appreciate your feedback on these aspects, as it helps us identify areas for improvement. On a positive note, we are delighted to hear that you found our staff to be lovely. Our team is dedicated to providing excellent service, and it's heartening to know they made a positive impression on you. Once again, we apologize for any inconveniences you encountered during your stay. Your feedback is essential to us, and we will use it to make necessary improvements to enhance the guest experience. We hope that you will consider staying with us again in the future, as we would welcome the opportunity to provide you with a more enjoyable stay. Warm regards, John Mitchell Operations Manager

Dear Craig W, Thank you for taking the time to share your feedback about your recent stay at the Mercure Tunbridge Wells Hotel. We truly value your comments and appreciate your detailed review. We are thrilled to hear that you found the overall appearance of our hotel modern and that your stay was pleasant. Our team takes great pride in providing a warm and welcoming experience, and we are delighted that you found our staff to be creditworthy, helpful, and friendly throughout your stay. Your positive comments regarding the in-room amenities, including the personalized welcome note, are much appreciated. However, we would like to extend our apologies for the issues you encountered with the cleanliness of the external window in your room. We take cleanliness very seriously, and your feedback will be shared with our housekeeping team to ensure that this oversight does not happen in the future. We are truly sorry to hear that the quality of the food in our restaurant did not meet your expectations. We appreciate your feedback about the presentation and quality of the dishes, and we will use your comments to improve the dining experience for our guests. Rest assured that we will work on enhancing our food offerings to ensure a more enjoyable culinary experience during your future visits. On a positive note, we are pleased that you enjoyed the breakfast selection, the bar area, and the convenience of our free car park for guests. Once again, thank you for your valuable feedback, and please know that we take your comments seriously. We hope to have the opportunity to welcome you back to the Mercure Tunbridge Wells Hotel in the future, where we can provide you with an even more memorable and satisfying experience. Warm regards, John Mitchell Operations Manager

Dear 617cherylf, Thank you for taking the time to share your feedback about your recent stay at the Mercure Tunbridge Wells Hotel. We appreciate your candid comments, and we sincerely apologize for the various issues you encountered during your visit. Firstly, we apologize for any confusion during your check-in regarding the need to book a time for breakfast. While this is not a common practice, we understand that it may have caught you by surprise, and we appreciate your feedback on this matter. We regret to hear that you found the hotel and rooms to be in need of a facelift. We constantly strive to maintain our property to the highest standards, and we are actively working on refurbishment plans to address any areas that may require improvement. Your dining experience, as you described, is certainly not reflective of our usual standards, and we deeply regret the inconveniences you faced. The delays in service and unavailability of the wine you requested are unacceptable, and we will address this with our restaurant team to ensure it does not happen again. We apologize for the presentation and quality of the dishes you ordered, as this does not meet our usual standards of excellence. Your feedback on the mushroom linguine is particularly concerning, and we will investigate this matter thoroughly to prevent such issues in the future. We appreciate your feedback about breakfast and will use it to improve the dining experience for our guests. It is disheartening to hear that you have decided not to stay with us again, but please know that your comments will help us identify areas for improvement. We hope that you will reconsider and give us another chance to provide you with a more enjoyable and satisfying stay in the future. Once again, we apologize for any inconveniences you encountered during your visit. Your feedback is invaluable to us, and we will take the necessary steps to ensure that your next experience with us is a positive one. Warm regards, John Mitchell Operations Manager

Dear Monica 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,

Dear Heather I sincerely apologize for the inconvenience you and your husband experienced upon your arrival at our hotel. It deeply concerns us that we were unable to provide you with the accessible room that was confirmed in your booking. This situation is not reflective of the high standards of service we aim to maintain. I understand the importance of accessibility for your husband, and I'm truly sorry for the inconvenience caused by the room's location, which was far from the reception and dining area. This situation falls short of the expectations we have set for our guests, and we take this matter seriously. We are committed to rectifying this issue and ensuring it does not happen again in the future. Your feedback is invaluable, and we will be conducting a thorough review of our reservation and room allocation processes to prevent similar incidents. In the meantime, please accept our immediate apologies. To make amends, we would like to offer you a complimentary stay in one of our accessible rooms during your next visit, and we will ensure it is convenient to the reception and dining areas. Additionally, we will provide assistance with your luggage during your stay. Please let us know when you plan to visit us again so that we can make the necessary arrangements and ensure you have a more comfortable and enjoyable stay. Your satisfaction is our top priority, and we are dedicated to making your future visits to our hotel exceptional. Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future. Warm regards, Fraser