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Reviewed 13 May 2018

We arrived for a three night stay. As we drove into the car park, our hearts sank....the place didn’t look very cared for and there were two slightly unsavoury characters hanging around the car park. At check in we were told that we had to give the time we wanted our breakfast and we were shown to our room, which I think was supposed to be a bit of an upgrade from the standard rooms. As we approached the bedroom, we could hear two small children crying in the room next to ours and we enquired whether there was another room available. We were informed that we could move to a lesser quality room for a night and then move back to our reserved room for the remaining two nights, as the occupants of the room next door were only staying one night. We decided to keep to our original room. The only good thing I can say about this room, was that it was large. After that it went rapidly downhill. It was completely shabby. The carpet was virtually threadbare, as were the towels. The bedspread had seen better days and the sofa bed was a floral relic from the 80’s which was filthy. In the bathroom, the bath panel was cracked and the toilet seat was discoloured. The whole place felt dirty. We stayed only long enough to use the toilet and the WiFi to book another hotel elsewhere. We didn’t care that we had lost £240 (the cost of our stay) but there was no way we could spend a single night there, let alone three.

Room tip: Don’t know.
Date of stay: May 2018
Trip type: Travelled as a couple
1  Thank Clare H
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.
Reviewed 2 May 2018 via mobile

Nicely out of the way and extremely quiet, we were met by Colin who was very nice and seemed to do everything from running the bar to organising breakfast (reminded us of the hot el owner in carry on abroad). Our room was very spacious if a little out dated and in need of sprucing up however very comfortable, the bar area is a little tired and even though we arrived on Saturday early evening there was only three other people drinking, we asked for a table for an evening meal and this time we were the only people in the restaurant, the food was I’m afraid extremely bland and expensive and I would suggest eating in Lenham village 2miles down the lane.
Break fast not included in the price and charged at £6 a head was excellent and a credit to Colin.

We probably would not stay again and reading other reviews its about time the owner (who just sat around on his lap top all the time we were there) took note and sorted the Harrow Inn out as it has fantastic potential.

Date of stay: March 2018
Trip type: Travelled as a couple
1  Thank nickaguinness
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.
Reviewed 3 April 2018

I booked at very short notice on booking.com (8:30pm on the night of arrival) and wrote in the booking notes that due to traveling 170 miles I wouldn’t arrive until midnight. I got the standard email reply saying see you soon. The M25 exit at the dartford crossing was closed, so I was delayed and then the entrance to the M20 was closed which again delayed me. I arrived at the hotel at 1220-1225 and found it in darkness. I rang the bell and waited and then found a phone number to call on the door of the hotel. I rang the number which rang for an age. Eventually a gentleman answered. I explained I had booked a room and had been delayed. He told me I had woke him up! I did apologise but explained about my journey and the problems I had experienced. He proceeded to explain that I would have to pay a “late” surcharge of £10. I said that due to the nature of the hold ups that this was a little harsh. He told me that “I had a choice then didn’t I? pay or stay outside”. He said he could be down in 5 minutes. I said that he didn’t give me a choice as I was 170 miles from home and now stranded. He hung up! I waited for 15 minutes in minus 2 temperatures and deciding that my new best friend had turned over and gone back to sleep had no choice but to leave. I have emailed booking.com for an immediate refund. I have been told that as I “cancelled” my booking less than 3 days before check in that I am not entitled to a refund. I will continue to ask the charming people at the Harrow Inn via the equally (un)helpful team at Booking.com for my refund. All I can do is implore people to avoid this place like the plague. Maybe the gentleman I spoke to should watch Fawlty Towers for some customer care tips?

Room tip: Can’t say as I couldn’t get in
Date of stay: March 2018
Trip type: Travelled solo
2  Thank ambman1998
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.
Reviewed 2 February 2018

I booked a four night stay for my father in December, however, a few days before the check-in date my brother in Wales was taken seriously ill and my father had to remain with him in hospital.

I contacted Booking.com and explained the situation, who advised me that although Harrow Inn had the 'right' to charge me the full booking fee, in the face of a medical emergency, they may be understanding and not utilise their 'right' and so I was told to contact the accommodation immediately and explain the situation.

However, when I contacted their management and explained the circumstances I received ZERO understanding. I quoted the Booking.com advice and their options in regards to their 'rights', which perhaps due to the cancellation being a medical emergency they may wish to show compassion.

What I did not expect were cold and stern replies, and what I would rate as terrible Customer Service. The two following quotes are taken directly from their email replies...

"Yes, we have the right and we will use it"

"This is our final response"

The unsympathetic replies from Anton, being their admin contact, caused upset and anxiety to an already stressful situation, being both frosty and callous.

My father obviously stayed with my brother in Wales and we received no refund or compassion surrounding the booking.

In light of the extremely poor, unprofessional and non-existent customer service, we could not recommend anyone to book into Harrow Inn if they treat all their customers in this way.

Date of stay: December 2017
  • Trip type: Travelled with family
    • Service
1  Thank gerryish
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.
Reviewed 29 November 2017

Dark and dreary room, bathroom radiator non functioning during sub zero eoutside temperatures, mirror vanity light N/U not repaired. Nasty hard/thin bedclothes with distinctive and not very nice odour. Breakfast was poached egg with uncooked white - no replacement offered. Insisted on three day notice of cancellation rather than the usual 24 hours. Restaurant locked up if guests arrived 'late' (9am!) for breakfast and no refund offered. The manager became really abusive when I complained. The only good thing about the place was the barman who was genial and helpful.

Room tip: Be sure to book day by day. Be a clock watcher or else be prepared to miss out on meals.
Date of stay: November 2017
  • Trip type: Travelled on business
    • Location
    • Sleep Quality
    • Service
3  Thank Victoria v
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.
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