clean comfortable pleasant environment

Food was excellent both breakfast and evening meal. Staff were very helpful and friendly. Very good value for the money. We have stayed there quite a few times now we wouldn't stay anywhere else.

Only fault we could find was the bathroom door was hung the wrong way because we had to get around the door to turn the bathroom light on and off

The new bar is amazing, the rooms are super comfy and the food is amazing! the steak, prawns and scallops were delicious. All the staff were super friendly and the manager Kelly was so helpful, kind and attentive.

everything was perfect

The rooms were newly refurbished , and the food was good , the shower was great everything else horrible

We arrived early expecting to be able to sit inside in the warm , perhaps have a coffee etc whist we waited to check in , it was closed but we could see people inside , so I called and asked if they would let us in ( at least 10 other guests ) the answer was “no , we open at 3pm) so we all sat in our cars . Check in was fine , I offered my visa to run a tab etc , and was told that they had my details and we could settle up at checkout the following morning , we were given a room which was unsuitable for me and it was swapped very quickly and efficiently , , it was when we went down for dinner at 7pm that it all became quite horrible , we went to the desk , said we had a reservation and were taken to a table , where we were ignored for nearly 30 minutes , a family were seated opposite us , as they sat , their drinks order was taken , then an iced carafe of water was placed on the table , and then their food arrived , it was at this point that we were approached by the waitress I said “ Hi , we are in room 8” at which she responded “ yes I know who you are , you haven’t paid for your room , you have to pay that now , your definitely pay as you go “ to say I was shocked is an understatement, I said “ surely you mean when we leave ?

comfortable and very pleasant and helpful staff

Location ok

Staff attitude. Given up

Second time have stayed here and just as good. Great vegetarian breakfast (Im not veggie, but nice to have variety)

Did not like anything water poared from the ceiling 10 mins after we got in the room we complained and moved into another room. The new room the bed was delapidated and paintwork was falling off the walls and the bathroom walls had damp mouldy patches all over tiles on floor of bathroom were broken and slipery

Everything. I want my money back? Terrible experience having water paring from ceiling from the room above especially when you gave a heart problem and were just expecting the roof of the room to cave in.

Great friendly staff. Lovely terrace.

Bathroom rather basic and silicone needed replacing.

Staff were pleasant enough.

I had travelled to Tunbridge Wells from south Wales to arrange my Mother's funeral. It had been a hot drive and distressing afternoon, and I was shocked when I saw the room and in particular the shower. So despite being hot and wanting to shower, I couldn't it was disgusting. If I hadn't been so exhausted I would have left and gone somewhere else. The was a pubic hair on the bed sheet, stuff left on the floor of the bathroom and marks on the wall, well no idea what they were. I left very early Tuesday morning, definitely would not stay again or recommend it.

spacious comfortable and clean room. Good location with a great restaurant downstairs.

Very friendly and helpful staff!

Shower only did very hot water even when turned to full cold

This Innkeepers Lodge fell far short of my expectations in all areas with the exception of the staff and management of the hotel who were exceptional, all ready to go that extra mile to try to make your stay that extra special The welcome I received and the continued service from all was exemplary; awesomely friendly, efficient, professional and a real credit to the business. I wish I could say the same for the rooms however I cannot!!!

The rooms require attention in terms of maintenance and decoration together with a deep clean and some additional amenities. The rooms are very tired, with holes in the walls, filthy walls, fading paintwork, old soft mattresses, and pathetic malfunctioning television; a plus point was the excellent Wi-Fi. The bathroom was disgustingly unclean, large amounts of black mold growing in the shower cubicle and a very dirty shower curtain showed evidence of the poor cleaning of the room, which is unforgivable in this pandemic age we are currently experiencing The lack of a chair to sit in and a desk to work at astonished me, sat on the end of the bed trying to balance a laptop on a suitcase if not the best way to work. Having stayed in comfort at other Innkeepers Lodges throughout the country I was astounded by what I experienced at the Hand and Sceptre. I understand that a refurbishment is planned and it cannot come soon enough in the meantime I have to warn other potential customers to avoid at this time.

The bed was comfortable and the shower was good except for the curtain the parking was good

I arrived at 8.30 pm after a long days work to find that the kitchen was closed. I appreciate your chef is romanian and had easter holidays to celebrate but i would have expected you to bring in a replacement chef. The room smelt of stale smoke, it had obviously been a smokers room previously, and still smelt like it. the bathroom decor was dreadful, paint peeling off the walls and cracked, no loo roll holder and the shower curtain was mouldy the continental breakfast was v basic, i would have expected some fresh coffee at the very least rather than a sachet of nescafe. in the end i went elsewhere and bought a coffee

Location Decent Wifi Good pillows

Filthy moldy bathroom Drunk guests shouting at 1am in the halls Stains on bedroom walls Just felt 'dirty'

Food expensive for the quality, room was clean but dated. Room was also very cold in the morning

The size of the room.

Staff didn't explain facilities, rude at check in. No apologies for canceling dinner reservations, again no apologies for not offering the breakfast I had paid for. Menus in room still offered full breakfast. Didn't explain how to get food for breakfast. We were told to sit and then no one came over Bar/restaurant shut early when we had planned to come back at 2200 for a drink before bed as our dinner reservations had already been cancelled on the day without apology. Holes in the curtain's, bathroom door and holes in the walls along the corridor. Bathroom door wouldn't shut and if you used the lock to shut the door it wouldn't always open. Mould around the shower and up the tiles. Toilet roll holder hanging off. Strange stains all over the walls in the room Overall I would not recommend staying here. Staff were rude and services were not as paid for. Tried to complain at check in but staff weren't interested. Won't be staying again.

Room was clean and tidy. Dinner was great.

Breakfast was not available till 8.00 am.

staff were friendly and helpful

Room had not been cleaned properly. Not hovered and toilet was dirty, curtains stained. Room not serviced for second night( no milk or tea bags )The hotel needs a massive paint job , all walls needed attention. The shower is great if you are under 5ft 2in Booked and paid for breakfast but they had decided they were no longer serving a cooked breakfast. Bar closed on Friday evening at 9.30pm for staff training without prior warning.

it was in a lovely location and close to where we needed to be.

the descriptions were completely wrong. I booked for myself and son to stay so that my son was well rested before his first competition however we only managed an hour or two of sleep. the noise from the adjoining room along with the “boy racers” outside kept us up all night along with the flood lights that lit up the room!. The radiators didn’t work and the room was freezing, (this was reiterated by other guests who chose to not stay because it was too cold and there was no hot water) the bed was a very small double and rock hard certainly not big enough for 2 people, the shower controls disappeared into the wall when we tried to turn it off, there was mild all on the shower walls and around the tray, there was an obvious leak in the roof that had come through the ceiling. we chose this hotel because it had a restaurant attached to it, when we arrived at 7 it was already closed dispute it stating it was open on the website, the staff advised there was an Indian near but that was all that was available. we did find a chip shop which was a 5 minute walk from the hotel and that was really nice food. the room rate included breakfast which was advertised as a full English or continental, all that was available was rice crispys bran flakes, weetabix or toast (sour dough only) the staff explained the menu had changed over a week prior to my stay which was before I booked however on their own website and booking.com it still states a full breakfast is included along with the information on the room. we had an hour or so after “breakfast” to waste so we were going to sit outside but the tables and chairs were covered in smashed glass, which according to the other guests had been there for a few days. we ended up packing and leaving to find a McDonald’s for breakfast

Sadly due to no chefs and was not informed We went down for breakfast to he told there was no chefs - stayed for three nights our final morning we did get a breakfast - which was lovely - shame we missed the other breakfast and was not informed

Sadly lack of staff especially no chefs

I have been many timers so know what to expect. Good service and great staff. Room is great value for money and the staff always willing to help

Nothing really

Very relaxed atmosphere friendly staff and good value for the money

Shower just needs a little TLC