Royal Tunbridge Wells hotel

Absolutely awful stay where the staff were either nowhere to be found or were completely uniterested to help us. We arrived at 4:45 and check-in was from 3pm. We were told our room wasn't ready and Jazz was then thoroughly put out to have to find us another room. When we got to the room, there was a really strong smell of damp. I thought it was the aircon so turned it off and went out. When we returned after dinner the smell was better so assumed that the aircon was to blame and just left it off. The handle had been taken off the window so we couldn't even air out the room. Once we had bathed our children and put them to bed, we saw mould on the side of the main bed base as pictured. Upon closer inspection, there were signs of mould at other points around the room. We tried twice to find a member of staff to resolve this but to no avail and our children were then asleep. First thing on the Monday, i sent a message to the customer care team who said they would investigate it with the hotel. They had an unprofessional manner as pictured which was also frustrating. They said that they would update me every 24 hours until they had resolved the issue. This did not happen and I had to chase them for a response. After 5 days, i gave up and rang the customer care team. I was told that they had issued a refund for half of the amount of the room and that i should be satisfied with that because it's a budget hotel so I should expect it to be cleaned inline with the budget nature of the hotel. I was absolutely shocked. He said that the hotel checked the room and there was no mould despite my picture proof. Overall an awful experience with both the hotel and the customer 'care' team. I have always chosen premier inn over other chains but I will never choose them again. They should be ashamed.

What an awful experience. The first room was filthy with hairs all in the bath and wee on the seat. So they were lovely to give us a second room which was also absolutely filthy! Dust all over. Sticky drink marks on bedside tables, the hand soap dispenser was absolutely disgusting and was hoovered properly. Was offered another room but we really couldn't be bothered to move again. The wardrobe was coming away from the wall too. Onto the restaurant. Food was terrible!!! Breakfast was stone cold! I've been to a lot of premier inns and this was by far the worst I've ever seen sadly.

We stayed here for one evening and I would say it was a good quality Premier Inn! Everything was as you would expect a Premier Inn to be. The room was spacious as was the bathroom and tea and coffee facilities were lovely. We stayed for dinner and breakfast both of which were excellent (though they missed a few of the dishes) People were very helpful and friendly. My only negative was the parking situation. I think they should try and organise a deal with the local car parks for hotel guests. Otherwise a lovely stay.

Good check in no problems Asked by staff what time we would like breakfast and we agreed 10 o’clock. Went down at 10 o’clock to be told to sit and have a coffee and wait for a table to become free. . The staff member was a bit short with us which I wasn’t happy with but let go as she was busy but this miserable attitude continued throughout breakfast huffing and puffing about because they were obviously shortstaffed. There was one very nice member of staff who I think was Filipino but the English staff member was short tempered and demonstrated behaviour. I would not expect of a member of staff. I was very clear to the reception staff that I wanted my room cleaned at 10:30 in the morning. I arrived back from my dayout at 9 o’clock and nothing had been done. Bins not emptied towels not changed et cetera I had to return to the dining room to ask someone to do something about it and was told I would have to wait for someone to be free to come up and change the towels. I told the member of staff that although I accepted the fact they were very busy that was no interest of mine and I had paid to have a service provided and that had not been provided. She was very sweet. The person who dealt with offered me free breakfast the next morning which was very nice of her. However I still found it unacceptable that my room had not been attended to in anyway whatsoever and to me there was no excuse for it if you don’t have time to clean rooms, you need to explain to people or offer them some sort of compensation and not be miserable about it). The room on arrival was clean and fairly well equipped and the room cleaner was particularly nice and helpful and provided more tea and coffee as requested . The breakfast was fairly mediocre. I think there was somebody was taking ill in the kitchen as there was a bit of a ruckus with plates not being replaced and staff who I think probably should’ve been serving people ending up having to take things out of the Oven et cetera. Pastries were not replaced quickly and plates had to be asked for as they ran out when we were waiting to get food . This place has the potential to be excellent but only if the staff are able to do the work with a good attitude as grumpiness is not acceptable

Great location, 5 minutes walk to town center, 10 minutes to concert hall. Car park on walking distance. Lovely beds, good choice in cooked breakfast. Very helpful staff