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About
3.5
#2 of 2 hotels in Pembury
Location
Cleanliness
Service
Value
Welcome to Mercure Tunbridge Wells, your Pembury “home away from home.” Mercure Tunbridge Wells aims to make your visit as relaxing and enjoyable as possible, which is why so many guests continue to come back year after year. Rooms at Mercure Tunbridge Wells are spacious, offer a flat screen TV and complimentary WiFi. The hotels reception desk is manned 24 hours a day and he hotel offers a restaurant, bar, lounge, outdoor areas and a hidden pond for you to enjoy. If you are driving to the Mercure Tunbridge Wells, free parking is available. When you’re feeling hungry, be sure to check out our Mallows Restaurant & Bar, serving all dining, hot beverages and an extensive drinks menu. With 8 functions suites the Mercure Tunbridge Wells plays hosts to a number of weddings and celebrations over the year and is one of Kent most sought after venues. Best of all, Mercure Tunbridge Wells Hotel makes it easy to experience some great local attractions like The Hop Farm, The Pantiles, Dunorlan Park, Hever Castle, Scotney Castle or one of the many historic gardens or attractions that Kent has to offer, which is a short distance away. Mercure Tunbridge Wells puts the best of Pembury, Royal Tunbridge Wells and the Garden of England at your fingertips, making your stay both relaxing and enjoyable.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Accor Hotels.
HOTEL STYLE
Quiet
Business
Languages Spoken
English
Location
8 Tonbridge Road, Pembury, Royal Tunbridge Wells TN2 4QL England
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Nestled in a prime location, the Mercure Tunbridge Wells Hotel garners praise for its comfortable atmosphere and rooms, with guests often commending the cleanliness and well-maintained facilities. Although some reviewers have raised concerns about maintenance and occasional noise disruptions, the hotel's attentive service and helpful staff are frequently lauded.
While the hotel lacks a pool and shows signs of wear, many find it to offer good value, citing reasonable prices for its satisfactory dining options and accommodations.
Location
Convenient
Atmosphere
Welcoming
Rooms
Comfortable
Value
Reasonable
Cleanliness
Spotless
Service
Attentive
Amenities
Satisfactory
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Stayed with friends for a day at the 'spa' and to have treatments. Firstly I must say that every single staff member we encountered were helpful, engaging and friendly. Now the hotel itself... Rooms decent size and clean. Couldn't fault it for what we needed, view of hotel garden and a decent sleep with a good breakfast (if not a bit dated being served in large heated tins) nice juices and fruit selection. The hotel pool and spa is another story. I wish I had taken flip flops. As soon as you enter you realise its not what the pictures represent, there is old matting leading you to the pool to the grimey pool where I could literally scratch my initials into the body fat surrounding the inside pool edge. It's orange, how the staff haven't noticed is beyond me. Get some bicarb and scrub it off. Sauna and steam effective and surprisingly clean. 3 plastic sunloungers and 4 plastic garden chairs are all the guests have to sit on to relax... We left after 20mins. Spa treatments all done by the same lady, there was a group of us so she must've have been tired by person 3 (me} as I paid £35 for a 30min Indian head massage and essentially got a head/hair rub, it was very strange. I could've done better with a self head massage gadget and been more satisfied. On a positive note the girls who had facials were happy! Restaurant food was really good! The choice was decent, they accommodate your meal if you don't want set menu and we were all really happy with our choices, the lamb was a real hit! For the package price we paid, we couldn't complain, but I can't honestly give anymore than 3 stars and that's mainly due to staff and the chef.
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Date of stay: January 2020Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MercureTun, General Manager at Mercure Tunbridge Wells
Responded 25 Feb 2020
Dear Annaandilaria, 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. Many thanks for taking the time out to provide your comments regarding our Leisure club. It truly is only when people like yourself take the time out to provide me with feedback does it give me the opportunity to learn, review our services and on occasions rectify a shortfall in standard, so for that I thank you. Please accept my sincere apologies for the issues raised. I have shared your email with our Leisure cleaners , please be rest assured we will work together to investigate your comments and set measures to improve, I will personally double check on the cleaning done in the future to ensure that our leisure club continues to stay clean and any issues are addressed and resolved as soon as possible. We very much look forward to welcoming you back again in the near future. Kind regards Nathan Ruthven
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Checked in by Vincent, Very pleasant and helpful, Went to our room, 132, It was fine, Clean and tidy Shower over bath, Good shower and plenty of hot water. Adequate wardrobe and hanging space. Nice firm beds, I slept like a log. Hair dryer, Iron and Ironing board in the room. and one of those pull out washing lines over the bath.
Went to the bar and was served by Alycia, Very pleasant and friendly. Service with a smile. Drinks were reasonably priced and some nice red wines.
Buffet breakfast with a wide range of pastries, toast and cereals, Cooked breakfast was my choice, Usual stuff with a choice of scrambled or fried eggs.
The evening meal we had was very nice and again served by attentive staff.
Niggles: The bedroom was short of sockets ! Nothing by the bed, so could not charge my phone on the bedside table. A choice of the Kettle or Table lamp in another socket. Loo roll holder needed fixing to the wall properly. Extractor fan in the bathroom didnt work.
Last niggle ! PLEASE do something about the rota for the swimming pool, it seems to have been given over to a club for children for much of its opening times ! Perhaps three spaced out slots for residents morning, afternoon and evening. The pool is a big attraction for many and the available slots for us were simply not workable.
This hotel is clean and the staff were helpful and friendly, I would go back anytime.
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Date of stay: September 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Arrived at the hotel for a wedding reception checked in dead on 3 p.m. as advised only to be told my room wasn't ready. I booked a double bed and when I was permitted to the room it was two single beds and told there was nothing else available. The next morning I wanted to add breakfast which upon checking I was provided an information sheet for the hotel and it said could be added for £11. When I attended the restaurant area and asked for this I was told it was £15 as I hadn't pre-booked. It appeared to be such a hardship for the blonde female member of staff coordinating the breakfast service it was as though I'd gone in her house at Christmas and sh1t on her kids!! Awful attitude so I declined as I didn't want to be served by someone who's a jobsworth!! All other members of staff were lovely, room was standard and a bit dated could do with freshening up but served its purpose. The wedding reception itself was fantastic and food faultless for the occasion.
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Date of stay: August 2021Trip type: Travelled with friends
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Booked overnight stay for our 10th wedding anniversary with a steam train ride additial treat and other local visits next day. Reception person was helpful which seemed promising. Then what a disappointment seeing our room, smelt mouldy and damp, bath had hair all around the taps and walls. Decor very dated, furniture chipped, marked and needs replacing. Dinner we were told had to be an 8 pm sitting as a wedding party was booked in. That was fine or so we thought. The restaurant had a very much reduced menu because of the wedding reception so us full paying guests were not considered at all. Very limited choices, undercooked pastry on vol au von starter, undercooked gammon and over an hour wait for dessert request even to be taken despite repeatedly asking for our order to be taken. Shocking customer service, I don't blame the youngsters, there was no one shadowing them so lack of training was so evident. Our dinner took 2.5 hour's due to lack of staff attention with basic customer service missing. Wedding party music making it impossible to sleep even after 11pm. No prior warning a party was being held and notice would intrefere with our stay which would've been common decency. I'm so disappointed, I had high hopes as this was a special occasion and a place I thought we could possibly return to, absolutely no way. The whole hotel needs some TLC, adequately trained staff and that includes housekeepers, Shocking lack of cleanliness during a time extra care should be taken due to Covid. We've visited a number of hotels in recent months, this unfortunately was the worst, real shame as a bit of investment would help make it into a 4* and raise its standards, do nothing and potential customers will read this type of review and think again about spending their money with you!
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Date of stay: August 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
I booked an executive room for 3 nights at £341, and wish I'd stayed at a Premier Inn for half the price. Firstly the room was freezing. You operate your own heating via an archaic heater in the room. The towel rail (only heating in freezing bathroom) was not working, when I complained I was told the room wait waiting renovation!! My room had not been made up and serviced (new teabags, clean cups, body wash etc etc) after returning from a long day's work. I asked why and was told the rooms were only being serviced every 2 days (despite saying on booking.com daily service, and a colleagues room had been serviced every day!!) So I was expected to phone reception every time I needed a towel, teabag, water......Terrible service, and they just do not care. Food in restaurant extremely overpriced - £13 for a 'Caesar' salad comprising of some cos lettuce, croutons + a few anchovies!!! Extra if you want any chicken!!
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Date of stay: November 2021
Location
Service
Sleep Quality
Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
I spent x2 weeks at the MERCURE Tunbridge Well as a base while caring for my mother at the end of her life. The hotel was very conveniently located for the Tunbridge Wells Hospital at Pembury (a short walk away) and by a 24 hour garage with attached convenience store and the local Tesco.
The rooms are comfortable and clean, the hotel safe and quiet and the staff kind, courteous and professional. (Yes, the decor is a little tired - but for me that was neither here nor there).
I stayed during Lockdown No 3 (under government exemptions of caring for the vulnerable / visiting the dying) and was relieved to find somewhere open and close to the hospital.
Room tip: Room 122 is on the ground floor, has a window that opens fully and has a bath
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Date of stay: March 2021Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Nathan Ruthven, General Manager at Mercure Tunbridge Wells
Responded 13 Jul 2021
Dear Amanda9992016 We very much appreciate your 5 star review regarding your stay at the Mercure Tunbridge wells. It is always a pleasure to receive such positive feedback and 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 pleased we could be of service to you during that very difficult time for you. 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 Manage
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Brilliant stay. Firstly we received a full Covid presentation prior to travelling to the hotel. It gave us full details of how the hotel operates and what to expect. This put any concerns that we might have had to rest. The hotel was spotless. The staff were extremely friendly and supportive. We did receive an upgrade. The room was very clean and well maintained. Extras could be provided as required without staff entering the room. The swimming pool was warm and again different mats showed you the way around the facility. Clearly all restaurants across the country are offering reduced menus. There was a good choice for the evening meal. They were always piping hot including the plates! The food was reasonably priced at £22 for a three course meal. Wine was also good value at a 4 star hotel. Breakfast was similar. No buffet. Everything served via trolley to the table. Full English available. Good social distancing throughout the hotel. This was a welcome break for us at this difficult time. Plenty to see and do in Kent. Will come again. Thanks to all the staff.
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Date of stay: September 2020
Value
Service
Sleep Quality
Room Tip:Very quiet area. All rooms looked good.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Nathan Ruthven, General Manager at Mercure Tunbridge Wells
Responded 20 Oct 2020
Dear Yvonne M, Thank you for the great review of our hotel. Firstly, may I say how delighted I was to hear that the hotel in general was to your liking. I have shared your kind comments with all of the team, who were delighted to hear that their efforts had been recognised. Thank you for taking the time and trouble to write to us, such positive feedback is always a great morale booster. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.
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Very disappointed with this hotel. We visited here as werr going to 'pub in the park' I booked a twin room for 1 night including breakfast and access to leisure facilities. Check in was ok but slow and the one way system is a little confusing. On arriving in our room we found it very dated, wallpaper peeling, hair in the bath and dirty net curtains. For 1 night when we weren't going to be in it much we decided to ignore all this. When we arrived back to our room in the evening (around 11pm) there was a lot of noise in the hallway from other guests shouting, singing and kids running around. We put the television on to drown this out to find the reception was horrific which made it very difficult to watch. When we went for breakfast we enquired about using the facilities to be told that the steam room and sauna were closed (I understand this due to covid although some other spas are now operating) and the pool was for swimming lessons only. Nowhere on the website did it say this would be the case. Breakfast - nice looking set up and staff were friendly and efficient but our cooked for was horrible. The order was wrong, scrambled egg cold and bacon had no taste at all. For the price that I paid for this room I would have expected a much higher standard.
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Date of stay: July 2021Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Nathan Ruthven, General Manager at Mercure Tunbridge Wells
Responded 24 Aug 2021
Dear emilied814, 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. 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,
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Shared the changing room for the “health club” with six year olds boys using the toilet without flushing and without even washing their hands while their mother’s chat to each other ignoring their behaviour, sauna steam was not operational unable to reactive, jacuzzi was boarded over, swimming lessons took over the so called health club and their was nowhere to sit as parents took every sit and had no l tolerance for paying residents of the hotel, very dirty throughout the hotel, poor maintenance everywhere, put a do not disturb sign on our door BUT the housekeeper still entered!!!! Injured myself in the pool due to no filter on the suction guard on the suction pipe, when we did complain to staff we were humoured but not listened to. And actually staff were quite rude and abrupt. No handle on the bedroom window so unable to open or close. No tv aerial as this had been pulled out and was broken with wire hanging out. Poor area had mould around and there was so much grit On the floor in the pool. Carbonara was served with no sauce just swimming on oil (see attached photo). Mattress and protector heavily soiled with bodily fluids. Not what I would say is a 4 star hotel. Overpriced and would not use or recommend a Mecure ever again.
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Date of stay: March 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from MercureTun, General Manager at Mercure Tunbridge Wells
Responded 20 Mar 2020
Dear TheJoker2014, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. Please rest assured that we are taking the appropriate measures to address the comments made and set measures to improve. 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. Kind regards Nathan Ruthven General Manager
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I booked a Virgin experience and this hotel was part of it. The hotel was tired and run down, badly manned reception and very few staff. The pool was open for only two hours between 15:30 and 17:30. It was unmanned, dirty and very unwelcoming. The room was basic with pillows like bricks and a bathroom fan that was on continuously throughout the night. No room service. I had paid for dinner bed and breakfast costing 245.00 pounds as a Christmas present to my husband. The staff in the restaurant were very helpful and we got the feeling they were embarrassed by the hotel and lack of facilities. Food was OK. A number of other couples were on the Virgin Spa Valley railway and hotel experience and the amount of disappointed faces in reception and the restaurant was alarming. I would rate the hotel as a 2 star at most and I actually felt sorry for the skeleton of staff that did work hard to make it bearable. This hotel needs closing, renovating and re branding otherwise use the amount of wasted rooms and space to house the homeless and put it to some good use. It was embarrassing and terrible experience and will never return.
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Date of stay: February 2022Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Marple, United Kingdom84 contributions36 helpful votes
The hotel is off the main road and has some lovely gardens. When we stayed we stayed in a ground floor room which was very clean and there was no noise. My daughter whose wedding we were there for stayed in a suite upstairs with her bridesmaids. There was a few guests staying over after the wedding - all staying in different parts of the hotel and nobody had any complaints. In fact, one couple booked it for a special anniversary they had coming up, because they were so taken with room, quietness, area, food, amenities.
There are more places to choose from in the Pembury area.
PRICE RANGE
₹6,719 - ₹10,331 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
mercure tunbridge wells hotel pembury, ramada hotel tunbridge wells, ramada royal tunbridge wells, royal tunbridge wells ramada
LOCATION
United KingdomEnglandKentRoyal Tunbridge WellsPembury
NUMBER OF ROOMS
84
Prices are provided by our partners, and reflect average nightly room rates, including taxes and fees that are fixed, known to our partners, and due at time of booking. Please see our partners for more details.
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Yes, it offers wheelchair access, reduced mobility rooms, and facilities for disabled guests. For specific enquiries, we recommend calling ahead to confirm.
