Royal Tunbridge Wells hotel

I stayed for one night as a solo occupant and I was not impressed. Room was small and poky and very run down. The bed sheet and pillow cases were dirty (I used the extra Pillows in the bag instead) and the bed was not made fully (it looked like someone else had slept in it and then tried to make the bed). The beds at a premier inn are usually really comfortable but this one was old and creaky. Shower and toilet also dirty and paint peeling off the walls. There was one towel to use and no extras anywhere in the room. For a new hotel this is appalling. Also, when arriving at the hotel the lady on Reception looked and acted like she didn’t want to be there. She was huffing and puffing and there was not a smile in sight. Very unprofessional. The only good thing was that the hotel was quiet and there was no outside noise either. Overall not a great experience and I would never stay here again. At least make the sure the room has been cleaned properly!

Dusty on all the key flat surfaces. Historical dust too, not just one days worth. Stayed for 3 nights, was advised at check in how to request a room service during the stay, I’d have appreciated a room clean before my stay! I did highlight the state of room upon check in, was told nothing could be done, agreed with the photo evidence that it wasn’t good or acceptable, but no cleaners available! Apparently unless you are a cleaner, it can’t be done! Such poor customer service and care. Well I don’t work for Premier Inn and other than at home, I am not a cleaner, however I know how to. So with this I cleaned the skin flakes (that’s what dust is) from the bed areas so I didn’t breath the dust in. No follow up afterwards or a mention of it during my 3 night stay. 60 nights a year I use hotels!

All we needed for a night meeting friends. Clean and comfortable bedrooms. Quiet atmosphere and close location to the centre of town. Very friendly, polite and professional staff.

Comfortable and clean. The majority of staff were really keen and helpful….apart from one, who showed little willingness initiative or motivation.

Great location, but unfortunately that was about the only positive aspect of our stay. The check-in process was frustrating. There were no staff available behind the reception desk, with staff instead standing around assisting guests with the self check-in machines. It was clear that some guests were struggling with the system, which resulted in queues and delays. It would have been far more efficient for those unable or uncomfortable using the machines to simply be checked in at reception. Guests should have the option of speaking to someone rather than being forced to use self check-in. Having to pay extra for parking was another disappointment. While charges are understandable in this location, the cost felt excessive considering the room rate we paid. Although the reception area looked clean and presentable, the rest of the hotel was a different story. The stairs and corridors were already showing signs of neglect, with scuffed walls and dirty carpets throughout. For such a new hotel, it was surprising to see it looking so worn so quickly. A simple deep clean and some repainting would make a huge difference. The room itself initially appeared clean, but there was an overwhelming smell of damp covered with febreeze. On closer inspection, there were obvious damp patches across the ceiling of the room and bathroom which is completely unacceptable and raises serious health concerns. We were extremely relieved that we were only staying for one night. The room also felt dark and claustrophobic due to having only one small window. Mobile signal in the room was poor, which is obviously not the hotel's fault. However, this made the quality of the Wi-Fi even more important, and unfortunately the standard Wi-Fi was shockingly slow. Premier Inn advertises an upgraded "Ultimate Wi-Fi" package for an additional £5, but when paying £140 for a room, reliable internet should not be an optional extra. Sadly, despite the excellent location, this stay was disappointing and not what we expected for the price paid. We left very glad that we had only booked one night.