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adam4clarke
Royal Tunbridge Wells, United Kingdom

5 star quality

5.0 of 5 bubblesReviewed 2 weeks ago
Tremendous hotel, staff cannot do enough for you. Facilities are world class and the scenery is breathtaking.
Date of stay: January 2025
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Lanzerac Management, Guest Services / Front Office at Lanzerac Hotel & Spa, responded to this review
Responded 4 days ago
Dear Adam4Clarke,

Thank you for your kind review. We are delighted that our dedicated team, facilities and scenery contributed to your memorable stay.

We look forward to welcoming you back.

Warm regards,

The Lanzerac Team
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Pool
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Reviews (1 205)
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Traveller rating
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178
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46
22
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Traveller rating
900
178
59
46
22
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5 - 10 of 1 205 reviews
Reviewed 3 weeks ago via mobile

We went for the day for our anniversary and were treated like royalty. The friendliest and professional staff from reception to the therapists , The spa treatment was amazing and the facilities at your disposal for the day were incredible. The lunch was fabulous with a menu of new delights not found any many places and well priced. We will be back. Thank you for the special acknowledgment of our anniversary that was unexpected. Those little personal touches were every where. Top class

Date of stay: January 2025
Trip type: Travelled as a couple
Thank lieselr2013
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Lanzerac Management, Guest Services / Front Office at Lanzerac Hotel & Spa, responded to this reviewResponded 4 days ago

Dear Liesel2013,

Thank you for your exhilarating review. We are delighted to hear that you had a fantastic experience on your anniversary day.

We are thrilled to know that you felt like royalty, enjoyed our professional team, and appreciated the spa treatment and facilities. Your kind words about our lunch and menu are truly appreciated, and we are pleased to hear that the special acknowledgment of your anniversary made your day even more memorable.

We look forward to welcoming you back for more top-class experiences.

Warm regards,

The Lanzerac Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

We were blown away by everything at the hotel, the location, service, views and facilities. We stayed as part of our honeymoon and everything was perfect.

Date of stay: January 2025
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank alessandraleonard
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Lanzerac Management, Guest Services / Front Office at Lanzerac Hotel & Spa, responded to this reviewResponded 4 days ago

Dear Alessandra,

Thank you for your glowing review. We are absolutely thrilled to hear that you had such a memorable experience during your honeymoon.

It brings us great joy to know that our offerings, location and facilities, exceeded your expectations. We strive to create perfect moments for our guests, and it’s wonderful to hear that we succeeded for such a special occasion.

We hope to welcome you back in the future for more unforgettable stays!

Warm regards,

The Lanzerac Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 January 2025

Dear Managers

I am writing to formally express my dissatisfaction with the deplorable experience my family and I endured during our recent stay at Lanzerac Hotel. The issues we encountered were so severe that they tarnished what should have been a memorable family vacation.

Firstly, the condition of the pool was utterly unacceptable. It was filthy and, therefore, unusable, which was a significant disappointment for us all. A hotel of your supposed caliber should maintain its facilities to a much higher standard.

Secondly, the food served in the restaurant was inedible. Despite our anticipation of quality meals, what we were served fell drastically short of expectations. It's disheartening to report that the staff's demeanor only exacerbated our experience. Referring to us by numbers was not only impersonal but also outright disrespectful.

In light of these grievances, I provided 24 hours' notice of our intent to check out and voiced that our experience was not acceptable. During that time, two managers approached me, seemingly more interested in undermining my complaints than addressing them. Their intimidating behavior further added to our distress and dissatisfaction with your establishment.

I paid for six rooms, and I am appalled that there has been no adequate offer of compensation for the numerous shortcomings we faced during our stay. While the £600 reduction for food and drinks was appreciated, it does not in any way reflect the depth of our disappointment or the level of service that was promised but not delivered.

Given the circumstances, I expect a more suitable form of compensation that genuinely acknowledges the significant issues we encountered during our stay. I look forward to your prompt response regarding this matter.

Date of stay: January 2025
Trip type: Travelled with family
Thank Deb B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Lanzerac Management, Guest Services / Front Office at Lanzerac Hotel & Spa, responded to this reviewResponded 3 weeks ago

Dear DebbP2751OL,

Thank you for sharing your feedback with us! We have been in direct communication with you and believe that all the challenges you mentioned have been resolved accordingly, including providing additional sufficient compensation for your stay.

While we regret that your experience did not meet expectations, please know that your feedback is incredibly important to us. If you have any further concerns or need additional assistance, please don't hesitate to reach out to us. We're here to help and support you in any way we can.

Best regards,

The Lanzerac Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 December 2024

A magical weekend spent in this pristine and beautiful venue. Excellent service, rooms and food. We will certainly be back

Date of stay: December 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Travel10458352501
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Lanzerac Management, Guest Services / Front Office at Lanzerac Hotel & Spa, responded to this reviewResponded 26 December 2024

Dear Travel10458352501,

Thank you for your wonderful review!

We're thrilled to hear that you had a magical weekend with us and enjoyed our pristine venue, service, rooms and food. We can't wait to welcome you back for another memorable stay.

Kind regards

The Lanzerac Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 December 2024 via mobile

Amazing
service from reception to cleaning staff. The room exceeded our expectations. I cannot find fault with anything. Attended a wedding last night and the food was exceptional. Breakfast awesome as always. Evertime I come back here I find another reason to return.

Date of stay: December 2024
Trip type: Travelled with friends
Thank Estelle M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Lanzerac Management, Guest Services / Front Office at Lanzerac Hotel & Spa, responded to this reviewResponded 26 December 2024

Dear Estelle M,

Thank you for your fantastic review!

We're delighted you enjoyed our exceptional service, the wonderful room, and the delicious food. It's great to hear that each visit gives you another reason to return.

We look forward to welcoming you back soon.

Best regards,

The Lanzerac Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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