A stay of 2 halves - Hotel looks great from the outdoor, very clean and tidy. The staff were friendly and helpful, plus great with our little boy. However the room are a little dated and in need of a refresh. No air conditioning in our room, just a fan so room was very warm even though only about 20 degree outside. Oh and the breakfast was great, loads of selection so definitely sign up when booking. A 6/7 out of 10, if rooms sorted 8/9 out of 10.

The whole experience was fantastic. The lady at reception (Mina) was very friendly and helpful and made my husband and I feel very welcome. The room was clean, spacious and warm. It had all the things we needed for our stay. We had a few drinks at the bar and it was very enjoyable. Breakfast was tasty and had such a wonderful variety of foods on offer. Lisa (who welcomed us for breakfast) was lovely and once again, made us feel very welcome.

The hotel itself is ok, but dated. The best asset this hotel has is the restaurant staff. They really are it's saving. We booked a room, and upon check-in, the room door was ajar, we quickly found out with the door fully open this was due to the room heavily smelling of cigarette smoke. When going back to reception to complain, I was told there were no other rooms. I asked for a refund, and then, within 5 minutes, another room was found. Poor service. Wouldn't stay again unless things changed

Hotel was nice and clean. Had a terrible nights sleep. 1am we had a loud churning noise in the bathroom for a good hour, tried to call reception but the phone wouldn’t work. Spoke to someone in the morning, but no apology, more concerned we hadn’t paid yet. Sent an email to complain a week ago and no reply. We had a travel cot provided in the room, which was so flimsy! My little one ended up in bed with us as he was uncomfortable with the base. Would recommend taking your own. Could of at least got an apology. £200 just for a room is very expensive.

Had a wonderful afternoon tea with my partner on the 29/7/23. Food and drink were delicious. Staff were warm and welcoming in the restaurant and on front desk. We did not stay in the hotel so are unable to comment on the rooms. But the areas of the hotel we visited were clean, fresh and welcoming.

We had a nice stay on a virgin break to include the spa railway. On entering, we were checked in by the wonderful Ben. He is very polite, obliging, and efficient . We was given room 134 at the rear. Very quiet but sadly lacking a fridge. The room was a typical chain hotel room . Very clean with a comfortable bed. We went for dinner, which sadly could could have been better. We ordered the burger , this was overcooked. I asked about a low salt meal and was recommended to the duck gyozo ramen. This was not nice and very hot , spicy, and very salty. The ice cream was ok but the brownie we ordered was microwaved and hard. The staff are very polite. The breakfast, however, was superb with a very good choice and even sourdough bread. Again the staff very efficient and polite. We did enjoy our stay very much and do not complain.

Room was quite dated but comfy. We did a murder mystery evening which was fantastic fun but the food was really average, quite a disappointment. Breakfast however was good, selection of cooked breakfast, pastries and fruit.

Comfortable room, nice staff, nice meal. Would of given a 10 but things that let it down were a dirty bathroom fan, and an empty soap dispenser in shower. Regarding the meals, the pie crust was hard and lacked content. Breakfast was excellent and will doubtless revisit.

Service was pretty good and the room was clean and well equipped, but the rooms are dated and showing signs of wear, and the bath/shower was very old fashioned with a curtain that clung to you when you showered and water pressure was poor. Also no aircon and windows could not be fully opened. The buffet breakfast was of a very high standard and very well run. If they updated the rooms with aircon, this would be a nice hotel.

Rather disappointed with hotel. The bar area needs to be updated with some comfortable seating. Breakfast was fine but dinner very disappointing there was items not available on the menu and therefore left us with no other option but to choose the very greasy fish and chips not nice at all. We had a nice room but bathroom still has a outdated shower curtain not so nice! Overall, stay was okay but avoid the fish and chips!

One of the best dog friendly hotels I have stayed in. Dogs were allowed everywhere except the restaurant but there were plenty of tables outside of the restaurant that we could eat breakfast and dinner. There was a wedding on but we never heard a peep from them because it all took place the other side of the hotel. Staff were very friendly and welcoming and service was excellent. The location is perfect for travelling to Tonbridge or Tunbridge Wells and there is a big park a few minutes drive away to walk the dogs.

The staff were friendly, helpful and professional from check in to check out. Food was beautifully cooked, presented and served with good time. The (standard) room was a generous size and very comfortable. Great night's sleep on such a comfortable bed and very quiet surroundings especially for a saturday. Black out curtains were a nice touch! A big thank you to our waiter Ernest at dinner and breakfast!

Reservation with early check-in at 12 as we were going to a wedding at 1.30. Room not ready and we had to change in our daughter's room. Secondly, reservation made using debit card, but I asked to pay using my credit card. When I checked my accounts, both the debit card and the credit card were charged. Phoned to complain, but the systems were down and I had to phone back a couple of times Eventually got my money back. In general, the room was clean, comfortable, and reasonably priced, so no complaints there. However, there was very much a shortage of staff. Those who were there were doing their best but were clearly stretched. You need to employ more staff!

Very enjoyable stay for one night and good value for money. Big comfortable bed, quiet spacious room and great breakfast. Don't need more than that! Ideal location for Tunbridge Wells, centre about 10 minutes drive. Also of course Pembury hospital just down the road. Overal, very impressed.

Sorry to leave a bad review.. The staff and customer service are great... We stayed the night because friends had a party at the hotel.. for price paid I really expected more. The room are old and outdated. Bathroom not super clean. Mattresses are so uncomfortable. Didn't sleep all night and couldn't wait to leave.

Really enjoyable stay. Staff are really friendly and attentive, Lisa and Sonny were especially helpful. Rooms are clean and tidy but could use a bit of updating though.

For a supposed 4 star hotel this was awful! Wallpaper peeling from walls, damp patch on ceiling, dead flies on bathroom ceiling, marks on duvet cover! On the positive side food was good. Location also a pain as it is quite a way from Tunbridge Wells centre, particularly if you don’t have a car with you. Didn’t both complaining as our stay was part of a Virgin Experiences voucher but I wouldn’t pay to stay there at all.

I attended a training course, the hotel looked smart freshly painted and the staff were attentive. Lunch in the restaurant was plentiful with lots of hot and cold options available. Enjoyed the training and meeting spaces. Would recommend for lovely bright rooms with great service.

The staff were amazing, so friendly, helpful and thoughtful, especially Mina In reception and Tim, restaurant manager. The hotel itself was spotless and full of character, the beds were very comfortable and the rooms well appointed. The food and service in the restaurant was excellent. Breakfast was generous and the ambience relaxing. The swimming pool was a great bonus, clean, warm and inviting. All in all, unable to find fault anywhere! We would certainly recommend this hotel to anyone without hesitation.

This is a nice hotel with some pleasant walks in the surrounding area. However, the pool was still closed when we arrived (I'd moved our original booking from a month before for that reason) which was a disappointment. Also, in our room (252) the carpet was very damp in a couple of places and there was a strong musty smell and also a sort of sweet sickly aroma on my husband's side of the bed (like something had been split and not cleaned up properly. We mentioned this to the nice lady on reception when we checked out and she was very apologetic. All of the staff were friendly and helpful and the food/service I the restaurant was very good. If it wasn't for the pool and the smell I probably would have enjoyed my stay a lot more.

Only negative was pillows a bit hard. Very pretty and tranquil and all the staff were excellent and very friendly. Food was amazing so big thumbs up to the chefs but restaurant staff just finished off the professional service.

The staff were excellent, courteous and friendly. Room clean and comfortable. I think the evening meal could be improved. The soup was very tasty but spoiled by not being hot enough, it was barely warm and the same with the main course. The fruit salad was disappointing as was the coconut ice cream and we wished we had not chosen this as the alternatives looked better. We would come again as thoroughly enjoyed the experience but would like a better evening meal. Breakfast was good.

We had afternoon tea through virgin experience days. Arrived and found that we had been booked for Sunday not Saturday, reception staff sorted this out and we went through to the restaurant. Had a short wait while Lisa got everything sorted for us, she certainly went above and beyond to make the experience nice for us. The sandwiches and cakes were delicious. Lisa made us feel very welcome and supplied us with plenty of tea. All staff helpful.

1st night carpark was almost full with tight spaces (lots of vans.) We think there was a wedding reception on and bedroom walls were pretty thin. It looks like the rooms have been repainted but the furniture hasn't been updated. Breakfast was buffet style with vegan options and was very good with attentive staff.

On the whole our stay was good, the room was lovely and the staff lovely. My main bug bear was the entrance doors to the hotel, they are very heavy and I struggled to open both sets of doors. If you had a wheelchair or lots of luggage you would not manage to get in. Automatic doors would be so much better or a button to press that opens the doors. The safety cord on our bedroom window was broken so the window opened wide, anyone could have climbed in as we were on the ground floor. I did tell reception so hopefully they will get that fixed. Our food was very nice, and the service was good. Breakfast was an issue for me as I have mobility issues and polymyalgia which means my arms are painful. We were told we could not sit in the restaurant as there was a large party in there, so we had to sit in the lounge. This meant I had to go into the restaurant to get my food and try to carry it back to my table with sore arms and a walking stick. Luckily, a kind waiter appeared he saw me struggling and took my plate from me and helped me back to our table. Also, a lovely lady brought me a pot of tea which saved me having to go back in there to get drinks. Note that this hotel is not close to Tunbridge Wells town centre, there is nothing much to do outside of the hotel if you fancied a walk somewhere.

Hotel was clean and tidy, room was a good side and bed was very comfortable. Breakfast was nice and there was a good selection but could have done with some beans or tomatoes on the English breakfast. Afternoon tea was lovely. The murder mystery was a lot of fun and the dinner that was served was nice. Overall a positive experience.

The staff here gave us a wonderful welcome when we arrived and went out of their way to help us with a snack after a late arrival. Our room was very comfortable and clean and had a bath, which is becoming unusual. The bed was super comfortable and the coffee facilities were very good. The breakfast was fresh and plentiful. I would say it was one of the better breakfasts I’ve had in England so far. Highly recommend the hotel. The staff are helpful and friendly.

We arrived for a cream tea after a steam train ride (present from daughter). The staff were fabulous in arranging alternative food for me as I have dietary requirements. They could not have been more helpful. My husbands cream cakes and sandwiches looked and tasted delicious.

Our stay was fantastic attended a family wedding ,food and service was excellent. Staff very friendly and most welcoming. Room was nice and clean and a big comfortable bed. We will come back again as had a great time .

I had a lovely stay at The Mercure in Tunbridge Wells this weekend. Mina was the In house manager who greeted me, she was kind, attentive, with huge attention to detail and a lot of consideration for my comfort and enjoyment. The waiting staff for breakfast the next morning were all pleasant and helpful, hardworking. My room was spacious, clean of course and very comfortable, my bed, pillows and duvet literally worth commenting on - I slept so well! I would stay again. Many thanks!

The prime example of Hotel Customer service done right. Staff always available on demand, working their absolute best to provide what's needed instantly, hiccup in the number of towels per room but were immediately given plenty of extras and apology - can't blame them it was the default number per room. Lovely place, area, bed, pool n spa, and breakfast. Had a delightful roam around the perimeter at night and felt so safe. Thank you for your amazing hospitality

My husband and I visited this Hotel for a Murder Mystery event a week ago. The Hotel knew it was a special occasion for us and, at no extra cost, very kindly upgraded us to a four poster bed suite complete with wine and chocolates. All the staff were amazing and so helpful and a credit to this Hotel. The evening meal was great and their breakfast was lovely with loads of different choices. I would definitely recommend staying here and we will definitely be revisiting.

I don't like giving negative reviews I'd rather do it direct to the hotel but after 2 weeks they haven't even come back to me. I was very very disappointed. I had an afternoon tea voucher for my birthday and decided to use it here and stay for the night because they had a pool. It was quite expensive but it was my birthday. The afternoon tea was very basic, no choice of teas, 1x4 finger sandwiches each, the scones were so small they weren't much bigger than a 50p. They were dry and hard. The cakes were cracking where they were dry and 2 of them we didn't know what flavour they were. We was seated next to another couple when the whole restaurant was empty. There was no staff around to complain to. We're were asked once while eating the sandwiches if it was okay. The room had been toshed over you could see the old wallpaper underneath, no hair dryer in the room I had to borrow one from reception. The pool was lovely!!!! Dinner was like something off 40 towers, they didn't have what I wanted starter or mains, two waiters went round everywhere together and no he wasn't in training. The waiter told us he didn't put ice in our drinks because he doesn't like it. The whole evening was a shock we didn't bother having a drink at the bar we just wanted to go back to our room. Breakfast was nice good to see you could squeeze your own juice. But the staff who were young were more interested in filling the bread and food and left the plates to mount up on the tables. At one point we had 2 bowl, 2 side plate and to main plates on our table. Very disappointed with this hotel specially seeing that in the room they have a note saying they want your stay to be a 10. So when asked as we were leaving if everything was okay I gave my feed back. I also email to co firm what I'd said but no one has bothered to come back to me. But I guess they've had my money so they don't care. Well we won't be back and thank you for making it a birthday to remember for the wrong reason.