Mercure Box Hill Burford Bridge Hotel 4 stars

Incredible. Given the year we've had (2020) our event - the wedding of my daughter - experienced several extreme challenges. The staff at the Mercure Burford Bridge Hotel were outstanding in their handling of and their service for, the whole event. I cannot speak highly enough of the effort they all collectively put in to help our day be special. I am not 100% sure on names but I believe the Duty Manager was Andrew, the event co-ordinator Steph and the Waiter/Barman John - these 3 in particular worked hard to ensure all went smoothly and we enjoyed our day - which we all did. There were many other colleagues whose names we did not catch - but they too added to our experiences over the weekend. The Chef and kitchen staff provided excellent food - and are to be highly commended. Furthermore, we had a guest in a wheelchair and the assistance given throughout the weekend by the staff to help as access stairs, ramps, seating etc was courteous and never a problem. Thank you All

As a key worker I needed somewhere to stay after a busy few days. Staff were great, hotel was nice and really comfortable.

Good!

Fine, considering the Covid changes. Felt safe.

Under staffed but everyone trying there best.

We pointed out to a member of staff that the bathroom waste bin had not been emptied from the previous guests!!! We received an apology. We also pointed out that there was no remote for the TV. Twelve hours later WE HAD TO ASK AGAIN !!! On check in we were told there was a nightly charge for parking. That did not appear when booking online so I refused to pay that fee.

We stayed at the hotel for our one year wedding anniversary. This stay was included in our wedding package after we got married at this hotel last year 2019. The room was really nice and clean and a good size. Although, we understand that restrictions are in place due to the current climate we were left very disappointed that the main restaurant was closed (we were not notified of this beforehand) and the evening meal that was offered was very limited and seemed like a small selection of microwave meals with no option of starters or desserts and also no fresh options to be eaten in the bar area! We were also disappointed with breakfast- a small list of breakfast items to choose from the evening before (although this was not made clear to us on arrival it was only that we happened to stumble on the breakfast options form in a drawer in our room) but not a wide selection at all and even though the hotel was offering what seemed like a full cooked breakfast not everything was included in this for example baked beans and hash browns. Also there was no fresh coffee/juices avaliable only sachets of freeze dried coffee, pods of long life milk and carton juice! We very recently stayed at another hotel and they had their restaurant up and running as normal still following all current covid guidelines of course with a variety of options for a 3 course evening meal and a variety of options for breakfast which you ordered in the morning when seated at your table, fresh coffee and juices etc. So i have to say we were really disappointed on the food front and considering this was included in our wedding package and was a first wedding anniversary celebration :-(

2 adults and 2 kids. 5 and 3 years old stayed for 1 night. Room had not toliet roll songs to call reception to bring up. Toilet bin was not changed and had someone contact lenses case and rubbish the bin. The fridge had someone's yogurt. There was no Tea bag or milk in the room as it was not topped up from previous guest. The bedside lamp sitting on a glass -glass was not clean. Reception offered complimentary drink for the cleanliness. Did not offer to move us not get a cleaner to clean the room. They just replaced the missing items. On check out I mentioned how disappointed I was and that at a time like this they need to be on top of hygiene. The lady on reception had a blank face and seemed not to take the matter seriously when I was talking to her. The hotel was nice but was always on edge with the children due to lack of trusting how clean the room was. Happy to take a call and answer any questions. 07….

The initial experience was very poor. On arrival we were told that the breakfast we had paid £10 each for, was a continental breakfast which was available for £5.50 if we hadn’t prepaid. A proper breakfast was an extra £8.50. We were the. Told that parking was £10 - not disclosed on the website. The room was very tatty, water damage on one wall - which at bedtime we noticed had a smell. Also the bathroom door wouldn’t close and had lots of peeling paint and rotted wood and there was no hand soap. Breakfast was OK, but not brilliant. a couple of tea pots and a cup on the table with instant coffee, teabags and UHT milk is not what is expected in a premium hotel.

Excellent stay in a hotel coping well with all the restrictions. Breakfast in the room was adequate, a shame for the hotel that the restaurant is currently closed. Service from the reception was very good, praise for Jonathan who really was very informative and helpful throughout our stay.

Short stay. Welcomed and looked after.

I had to leave within 1 hour of arrival due to change to my plane flight. I have stayed with you before and will do so again. I expected better customer service under the circumstances ie voucher towards return stay seeing as I didn’t use the room and I would be returning.

Polite staff Poor breakfast (no fresh coffee) No atmosphere (COVID related) Expensive parking

Rooms not as expected, no mention of paying for parking, supplement to eat breakfast in restaurant, not told about different menus on different days, coffee pods left in machine. Staff tried, room was OK, nice bed and TV, but overall experience fell far short of expectations

NO LIFT, ASKED ON PHONE AND TOLD OTHERWISE. (HAVE NON VISIBILE DISIBILITY) BEGRUDGED £10 DAY PARKING FEE, & CAR PARK ON OTHER SIDE OF ROAD, NOT TOLD ABOUT ON THE PHONE. RUBBISH FOOD ON SUNDAY & MONDAY, GEORGEOUS FOOD REST OF WEEK. STAFF EXCEEDINGLY HELPFUL AND LOOKED AFTER US. CALLED A PHONE NUMBER ON WEBSITE WHICH PREPORTED TO BE HOTEL NUMBER 02… SPOKE NATALIJA AND APPEARED TO HAVE MADE BOOKING WITH ACCOR RESERVATION CENTER! VERY UNCOMFORTABLE WITH THAT WHEN I THOUGHT I WAS TALKING AND BOOKING WITH HOTEL DIRECT.