Mercure Tunbridge Wells Hotel

Mercure Tunbridge Wells Hotel 4 stars

Customer review rating (ALL Rating) 3.8/5 620 reviews

ALLSAFE approved hotel

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Description

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

Hotel location

Mercure Tunbridge Wells Hotel

8 Tonbridge Road, Pembury
TN2 4QL TUNBRIDGE WELLS
United Kingdom

Telephone +44 1892 628298

Fax +44 161 388 0915

Contact email

  • By plane

    LONDON GATWICK At 93.33km / 58 miles

  • By train

    HIGHBROMS STATION At 4.83km / 3 miles

GPS:51.146079, 0.311925

Hotel services

Check-in from - Check out up to

In summary
On site
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible hotel
  • Well-being
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms

THE MALLOWS Non contractual photo

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.

Your meetings and events

Take the hard work out of your business presentations in the Georgian surroundings. Conducting business is a relaxed affair in the middle of the Kent countryside. Invite up to 200 delegates for a theatre-style presentation, or use one of our smaller rooms for board meetings and interviews. Our eight conference rooms have complimentary high-speed WIFI and bask in natural daylight. You can hire laptops and audiovisual equipment and we'll provide working lunches and afternoon teas. We also offer 200 free on-site parking spaces. When your day's work is done, take to the pool in our health club.

Room descriptions and layouts

9 

meeting rooms

From 1 to 180 

attendees

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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 guest reviews

Our guest reviews for
Mercure Tunbridge Wells Hotel

100% genuine reviews from our guests

Find out more

ALL Rating  3.8/5  620 reviews

TripAdvisor Rating  3.5/5  1,261 reviews

needs updating

Customer review rating 3.5/5

Anonymous Couples - Confirmed reviews ALL

The hotel decor is in need of updating, the food in the restaurant was good but the staff need to sort out their personal hygiene and smarten up

Lovely location

Customer review rating 4.5/5

Jane Couples - Confirmed reviews ALL

Set in lovely grounds and a good location. Rooms clean and bed was comfortable and best pillows I have slept on in a hotel. Overall experience was great.

Staff were fantastic and couldn't have done more

Customer review rating 5.0/5

Michelle H. Families - Confirmed reviews ALL

We booked into the Mercure Tunbridge Wells for a family wedding locally and it was everything we needed. The staff were fantastic. They went above and beyond to ensure our stay went smoothly and every member of staff we interacted with was so so helpful. Nothing was too much trouble and they did everything they could to assist us. Whilst the hotel is looking tired it didn't reflect on our stay. We had a great time and would go back.

First time stay

Customer review rating 5.0/5

David M. Couples - Confirmed reviews ALL

This is the first time we have stayed here and was very pleased with the hotel. Staff were all very welcoming and polite. The room was comfortable and the meals were excellent. Would definitely choose this hotel if we came back to Tunbridge.

Dear David 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 all our team. I am sure that this feedback will serve as an encouragement to our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we all very much look forward to welcoming you back again soon. Kind regards, Nathan Ruthven, General Manager

Ok

Customer review rating 2.5/5

Alans Solo - Confirmed reviews ALL

Quite basic but friendly. At least a couple of front of house team, coughing and without masks, which was very disconcerting! Relatively expensive, and no value for money! Hated the breakfast schedule, and disliked the tin foil coverings for hot dishes… pastries were un exiting! No safe in room which is a basic requirement.

Nice location

Customer review rating 2.5/5

Anonymous Couples - Confirmed reviews ALL

A series of minor problems Menu items not available Overcooked fish French beans stalks not remove Orange juice so watered down it was water! Given wrong restaurant Bill Bedroom window sagging on hinges so couldn't close Water leak from room above Room door lock faulty ( ? Not programmed for 2nd day)

Lovely staff and great location

Customer review rating 3.5/5

Gillian G. Friends - Confirmed reviews ALL

Comfortable rooms although could do with an update. Lovely staff. Food a bit poor, few items not available after ordering. No lounge furniture in the bar area, couple of sofas would have been nice.

Dear Gillian 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 all our team. I am sure that this feedback will serve as an encouragement to our staff as we strive to continuously improve the quality of our services. I will pass on your comments re the sofas and I hope this is something we can look at adding. Thank you again for sharing your experience, and we all very much look forward to welcoming you back again soon. Kind regards, Nathan Ruthven, General Manager

Satisfied

Customer review rating 3.5/5

Dawn S. Couples - Confirmed reviews ALL

Staff and food very good.Accommodation needs an up grade,eg;painting ,regrouting in bathrooms , side of bed missing in room 124

Dear David S., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive any feedback and is very important to me. 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. 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 4.5/5

Kay B. Friends - Confirmed reviews ALL

Lovely hotel room was very nice and everything very clean had a great stay. Dinner in the restaurant was very good and the staff were friendly and attentive. Breakfast was very tasty but very hectic and it’s s shame hotel guests are only able to use the pool at limited times. Very nice location and well kept grounds

Dear Kay B., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive any feedback and is very important to me. 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. 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

Rita Families - Confirmed reviews ALL

Room lovely, daily cleaning excellent. On 1 st night waited an hour for dinner to be served! Not busy but apparently took a long time to heat the pie . Guy on bar had a real problem honouring a free drink coupon courtesy of manager when we checked in! Wouldn’t give Gin said just house wine or a beer and it took us till the last night to actually get the complimentary drink!! Paid up front for all other drinks to keep it simple for him . Receptionist at check out was superb . Very helpful indeed. I’ll go back but won’t eat there as too slow service.

Dear Rita L., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive any feedback and is very important to me. 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. I will be sure to reward the receptionist with an on the spot prize for their efforts, thank you for recognising them. 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

Comfortable Hotel

Customer review rating 4.5/5

Kim Couples - Confirmed reviews ALL

Visited for a short stay, Clean comfortable rooms. Public areas were busy with weddings but didnt cause any issues for us.

Dear Keith 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 all our team. I am sure that this feedback will serve as an encouragement to our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we all very much look forward to welcoming you back again soon. Kind regards, Nathan Ruthven, General Manager

Mostly fine

Customer review rating 3.5/5

Anonymous Couples - Confirmed reviews ALL

Stayed for one night due to birthday party at the hotel. Our room was comfortable enough. Even though there was a sign warning that our towel rail in the bathroom was hot! It never was!! But the strangest thing was that whilst I was not advised when I booked in, a friend informed me that he was asked to book a time for breakfast next morning when he did. When I approached the reception later I was informed that there were only two times available: 7.15 and 7.30. It turned out we ate at 8.30 when we wanted to. In all the times I’ve stayed at hotels I don’t think I’ve ever been asked to book a time for breakfast. Very weird!!

Dear Ivan C., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive any feedback and is very important to me. 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. Thank you for the comments I will take them onboard and review how we can improve with the team. 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

Lovely stay

Customer review rating 5.0/5

Bernie G. Families - Confirmed reviews ALL

Lovely stay, staff great, dinner with parents in evening was excellent.

Dear Nathan 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 all our team. I am sure that this feedback will serve as an encouragement to our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we all very much look forward to welcoming you back again soon. Kind regards, Nathan R., General Manager

Excellent hotel and staff

Customer review rating 5.0/5

Christine C. Couples - Confirmed reviews ALL

Our welvome from Receptionist Elena was first class. Room was good ig a little 'tired'. Service from bar stsff and restaurant staff first class. Food very good. Would recommend.

Dear Christine 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 all our team. I am sure that this feedback will serve as an encouragement to our staff as we strive to continuously improve the quality of our services. Thank you for nominating Elena, I will make sure she receives an on the spot prize for her efforts. Thank you again for sharing your experience, and we all very much look forward to welcoming you back again soon. Kind regards, Nathan Ruthven, General Manager

Well located

Customer review rating 3.5/5

Anonymous Families - Confirmed reviews ALL

Although the hotel was clean it was in need of a bit of an up date. There was also a few things that needed addressing such as a light bulb need to replaced along with the batteries in the remote for the tv. Staff were here helpful and polite. The breakfast had a great choice and the staff restocked as and when necessary.

Dear Denise H., 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

Sad and struggling

Customer review rating 2.0/5

Jane R. Friends - Confirmed reviews ALL

Front the start, it was blatantly obvious that the whole place is sadly struggling. Check in, restaurant, pool facility, you name it, from service to facility, it is massively underachieving. We were there for my daughters wedding, a fair few of us, it should have been special, but it just wasn’t. Our room was fairly clean, but the toilet had not been cleaned, at all. Going to be honest, there was poo smears in the toilet, not nice at all. The pre-booked, evening meal was embarrassing, some people having to queue for 1/2 hr to get in, then wait 45 mins to eat. It was the veggie option, it was painful to watch, it felt like they were been punished for not eating carvery. The whole dining experience was under staffed, 1 waiter, and after he had carved, the chef in his whites, hurried the plates off the tables, it felt totally pitiful, underwhelming and certainly not worth £22. Will be returning to Tunbridge Wells in the near future, I loved the place. But, I won’t stay at the mercure. I have travelled extensively, worldwide, but I have never paid so much for so little.

Not good

Customer review rating 1.5/5

Helen Families - Confirmed reviews ALL

Staff were really unwelcoming and quite rude. We were a big party and when we checked in they tried to charge some of us extra because apparently your prices have gone up since we paid, never heard of a hotel doing this before and I think it’s appalling. You even tried to tell some of us we hadn’t paid already when we had. Staff at dinner weren’t very nice at all. Staff at breakfast made up for it a bit. Wouldn’t stay again. Also booking was a nightmare as had to call several times and no one seemed to know what they were talking about.

Disappointing stay

Customer review rating 2.5/5

Naomi H. Families - Confirmed reviews ALL

The room was clean and spacious. Coffee was the worst. Health Club facilities closed when needed.

Good location

Customer review rating 3.0/5

Susan W. Families - Confirmed reviews ALL

VERY disappointed that we could not use the pool as the hours given were very limited. It should be more obvious in the advert for the hotel that the pool does not belong to the hotel. All we saw was the hotel with swimming pool and naturally assumed that meant we could use it.

Dear Richard W., We very much appreciate your comments regarding your stay at the Mercure Tunbridge Wells Hotel. It is always a pleasure to receive any feedback and is very important to me. 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. I am sorry that the timings were not clear, these are available on the website and on the other OTA's, I am sorry if this impacted your overall enjoyment. 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

1 night half board

TripAdvisor rating 4.0/5

John S TripAdvisor review

Hotel is a converted oast house in a pleasant location.Upon arrival we were met by a male receptionist who seemed to see his job as being as awkward as possible.Having previously rung the hotel to request a ground floor room he advised that we were on the second floor and their was only one flight of stairs that would be ok.The ground floor room was again requested and after much sighing and indicating he was undertaking a great favour the appropriate room was allocated.The room was of a good size and very clean.On the wall in the bathroom was a sticker highlighting care was needed to enter the bath and a non stick mat could be obtained from reception.Back to the same chap who immediately points out that their is a rough square in the bottom of the bath so we should stand on that and no mat would be required.Again everything seemed too much trouble for him lthough a mat was delivered to the room.Not a good start. The restaurant and breakfast were excellet

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