The Tunbridge Wells Hotel — Restaurant in Tunbridge Wells

I came to the Tunbridge Wells Hotel for the second time recently. I had previously decided not to return after a horrible experience with rude staff, incorrect orders and a waitress putting ice in a water jug with her bare hands. However I was forced to give it another go as a works party was here. I can’t say I was anymore impressed though. ||The food was okay. A little dry maybe but to be honest I watched my food get put down in front of two other people and be paraded round the entire patio before it made it to me so maybe it’s understandable after having such a journey and being breathed on by every other customer. I ordered my food at the same time as my partner however his sandwich didn’t arrive until half an hour later. 15 minutes after mine arrived and we had been desperately trying to get someone’s attention but everyone seemed to be avoiding eye contact my partner went up and queried it. A waiter then told him it would be 2 minutes. 10 minutes later I had finished my food and still no sandwich had arrived when the waiter came over to explain that the sandwich had been made incorrectly twice which is why it hadn’t arrived yet. I don’t know how that happens but I do understand mistakes happen. It would have reflected a lot better on staff had this been explained to us earlier or we had not felt like all staff were trying to avoid the situation. The sandwich situation was poorly handled and when the sandwich arrived it was okay at best. ||The table service also really fell short. The table was covered in glasses to the point where there wasn’t enough room to put plates down. We were a large party so I understand that there was bound to be a lot of glasses but would’ve been nice to clear some. When they were finally cleared the waitress tipped left over drinks into one of the party’s handbag and then a few minutes later into someone else’s. They also stopped taking orders at the table after a few rounds and in general we felt very ignored by staff. I can’t say the staff were rude, they were very polite when we could get hold of them but they just seemed to be avoiding our table at all costs. ||All in all I am disappointed to have had two bad experiences here. I’d like to say I’d never come back but unfortunately my works Christmas party is booked here. My hopes...

Looking for a place to have breakfast, we stopped by here as we saw plenty of tables available. So we waited to be served.

After a couple of minutes we was greeted and was told to wait and someone will be out to help. We waited a further 10 minutes. They must have been busy even though it was not immediately apparent - understandably, it happens, I know. And especially in current times.

This was when the manager? came over and asked if we had a booking. We said "No we do not, we was told to wait to be seated by the other man serving".

He then abruptly said "Well we have no availablity".

We were confused by this after being told to wait for a long period of time. I expressed this, saying "Well we was told to wait to be seated". He then rudely prodded a sign on display to the left that said 'Wait to be seated by the MANAGER', speaking as though we were stupid.

Well... we did that, we waited. Wasting our time... only to be rude to us. Apparently we should know who the manager is and availability without stepping foot into the place? Perhaps there were name badges that we didn't see? Not sure how WE had got it so wrong by literally asking for a table for 2... At least immediately ask if you have a booking instead of making us wait, only to be made to feel extremely small.

I have worked in customer service and management for 10+ years, and that is not how you speak to potential customers.

Safe to say we will not be coming back here ever, nor recommending to anyone.

Maybe you should reconsider your staff training and customer...

A bit of a mixed bag of positives and negatives. ||I shall start with the positives as that is my nature!||Location is excellent, right in the middle of the Pantiles.|Staff I spoke to were friendly enough.|Bed (Room 53) was very comfy and the sheets/pillowcases were clean.|Window could be opened fully and there was also a lovely fan.|Water bottle supplied and nice coffee.||Now to the negatives.||When I arrived I was early, which in itself was no problem and the staff I spoke to were lovely, but sitting on the sofa meant I did hear the chef/manager use the F word twice. I am not a prude but its not acceptable for a customer to hear.|No fault of the hotel really with such an old building but I was in Room 53 on the top floor- the stairs very nearly killed me!|The pillowcase came loose and it was clear the pillow was very, very stained.|Water pressure in shower was rubbish.|The rule about no food or wine of your own in the rooms was ludicrous and I didn't appreciate it. Its not enforceable, just makes you more sneaky and not relax. They say they will charge £17 per bottle if they find one. I can understand the rule on booze I guess, its a business after all, but if I was staying there for a longer time there is no way I could afford not to take the occasional sarnie to my room! |Price of coffee and wine in the bar is on the higher end (Large Sauvignon £16)||Overall, if I was back in Tunbridge Wells I would stay here again though as I can overlook a lot of those negatives- though I would insist on a room on a...