Mount Ephraim, Royal Tunbridge Wells, East Sussex, United Kingdom
"We have been visiting the Spa hotel for the last 17 years and have always had a wonderful time, and our most recent stay was no exception. This was our first visit to a hotel since lockdown and we were very pleased to see that Covid 19 prevention procedures were fully in place and we both felt safe. We had a very nice room of the cosy deluxe class – clean, comfortable and a good size with plenty of storage space and enough room for a sitting area with two armchairs and coffee table. Although the room faced the road at the front it was not noisy as the hotel is set well back from the road. The bed was comfortable and we both slept well. The hotel is over 200 years old and part of its charm is that not all rooms are identical which, in my opinion, adds to the interest value in that each stay can be a little bit different. However, the official pictures shown in the hotel’s website give a very good indication as to what the various rooms look like within each category; indeed, we have usually been able to spot our latest room in the gallery photos. The staff continue to be a real credit to this hotel; it is so nice to be treated as ‘old friends’ when we return, the personal touch is most appreciated. Service from all staff was excellent irrespective of whether they knew us or not. Currently Zagatto’s bar & restaurant is closed and meals can be taken in the Orangerie instead – a sensible move in my opinion since this room is much larger and enables all tables to be very well spaced. The Orangerie is a very pleasant room with delightful views over the grounds. We had dinner and breakfast here, the food was delicious and we both enjoyed our meals. On hearing that we were celebrating our anniversary we were treated to a complementary glass of champagne each, plus a little extra desert with Happy Anniversary piped onto the plate – a very nice touch and much appreciated, thank you. Whilst at the hotel we used the swimming pool, although it is not large it is certainly big enough to exercise in. Currently one needs to book a time slot to use the pool in order to limit numbers to keep it Covid safe. It is possible to book a time slot prior to arrival. You will need a £1 coin (returnable) to operate the lockers. Towels can still be picked up at the Leisure Club reception area. There is also a gym, but we didn’t use this so cannot comment upon it, but think it likely that you will need to pre-book a time slot to use this. If the weather is good one can also enjoy the hotel’s lovely grounds. It is pleasing to see that the owners of the Spa are still investing in the building and grounds. We note that since our last visit a number of new, easy access parking places have been created and the Chandelier restaurant is currently undergoing a major renovation. It’s a good time to do such works whilst the current pandemic is limiting trade. Overall, we had a lovely stay and hope to return in the not too distant future."
"To celebrate the new year, I booked this wonderful hotel, which I'd stayed before, for my 2 children. I wasn't feeling well already when I came to help with the checking in and thought I'd stay in their room to rest for a bit. However I got worse very quickly and my children had to take me to the hospital and asked the reception lady on duty that evening to help order a taxi. She was very kind to come up to the room to see how I was and later got me a wheelchair. I ended up staying at the hospital for a few days. When I was discharged the hotel was very kind and had a spare bed for me in my children's room so they could take care of me. I'm very grateful to the thoughtful reception lady who helped me on the late evening of 2nd January, and the kind personnel who allowed a spare bed for me to stay in my children's room on 7th January. Thank you very very much. The hotel is very elegantly decorated, the housekeeping team does an excellent job of keeping the hotel rooms and other areas sparkling clean, the reception and lobby lounge personnels are alway warm and friendly, and we love the beautiful garden too. Hope we'll get the chance to dine in the hotel restaurant in our next stay. I highly recommend this hotel."
"Parking is outside and easy. The hotel is lovely stayed for work. Room was an exec room really big and big bathroom. The restaurant for dinner and a different one for breakfast were both excellent with excellent service and good hot food and massive choice. I just had boiled eggs they were lovely. In the room they provided a teapot and cup with saucer all bone china which was a lovely addition. The bed linen and curtains were top quality and an excellent nights sleep. My only reason for dropping to 4 stars was at lunch on the day I left. We ordered tea & I asked count I please order a pot of hot water I explained I’m on a diet and wanted to add the hot water to my instant pot meal. I explained I was happy to pay for this. To which the lady ( long dark hair with an accent I’m unsure of ) stated I couldn’t eat anything that I hadn’t bought off them. I didn’t feel this was good customer service , I felt the response a little harsh in tone. Also I felt she could have asked if I had would put it in one of their bowls to disguise it and add a small charge as I stated I was on a strict diet. I will return for an overnight as it was a lovely hotel I would like to see a little flexibility / understanding from staff that way I would give it 5 star. "