Mercure Tunbridge Wells

After a long, tiring day, Steve at reception did everything he could to help me get a good rest. The bar staff were lovely too, and made my time there really enjoyable. Brooke handled check-out smoothly and kindly, adding a nice touch at the end of the stay. The hotel is clean and pleasant, though it may not be the newest. The staff are friendly and professional, and they make a real difference to the experience.

We stopped here to break up our drive from Scotland to Sussex, and it worked out really well. It’s a lovely place to stay and easy to reach from the A21. Tim, Jade at the bar and Steve at Reception were especially friendly and helpful. We had an early evening meal, and it was lovely. We’re moving on tomorrow, but would happily stay here again. Full marks to Mercure and its lovely staff.

The hotel feels as if it’s being neglected. There’s an unpleasant smell in the hallways, and damage to door frames, walls and carpets is visible throughout. Our room felt stuffy and wasn’t properly cleaned or maintained. The teacups we used had been put back upside down the next morning without being washed properly, with sugar still inside. There were food-like stains on the walls, dust webs on the ceiling, and mold on the windowsills. The bathroom ventilation was almost non-existent, as shown in the pictures. The bathroom was uncomfortable too. The bathtub is very narrow, and the shower curtain kept sticking to me. A simple glass screen would make a big difference. We booked because our daughter loves swimming, but the pool has been out of order for over a year. The website doesn’t mention this, which is very misleading. Mercure should clearly update its website and Google profile. This hotel doesn’t meet the standard I’d expect from Mercure.

Tim made dinner easy to choose by explaining the bar and restaurant menus, and I had an excellent dining experience. The small, intimate bar was even better thanks to Carter, who was so friendly. My overnight stay got off to a wonderfully warm start with Steve at reception. Highly recommended.