Mercure Box Hill Burford Bridge Hotel 4 stars

The staff were very friendly and helpful. The common parts were functional and well presented. Our issue would be the bedrooms. They were very worn out. Very dated and in desperate need of updating. The car park across the road was a challenge the way cars speed round the blind corner from the roundabout.

On booking I explained I had mobility problems. It was disappointing therefore to have a room on the third floor. The stairs caused me considerable pain. There was nothing that could be done to rectify the matter and as it was one night only there was no point.

We came to stay for a wedding, which was poorly managed (running late and only 1 person running the bar). Unable to use swimming pool due to a chemical incident- quite concerning when you see fire engines and someone on oxygen. Our room was very dirty (we had insects in the room). Very small and hot room. Air conditioning was not working and window did not open properly and was covered in dirt and cob webs. We paid £135 b&b for a 4 star accommodation, we would not rate this a 4 star at all. Breakfast was also a let down, was not offered tea or coffee and cooked breakfast quite cold. We did not say anything at the time as we didn’t want the wedding couple to hear us complain but we will not be recommending this hotel to anyone. We feel let down by how much we have paid. We will be putting a review on trip advisor as I can see now other people have said the same thing. Here is my email address if you would like more information. vi… our room was 211

Nice room, friendly staff

When I checked in online, I was informed I would be recieving a text with details about my stay. A text did arrive telling me my room was ready and including no additional information. On check in, nothing was mentioned about food provision or lack of facilities. At 7pm, I tried to order room service to be told that the restaurant was shut and that I should have recieved a text to inform me. If I had been informed before my arrival, I would have picked up food on my journey. Also, the first room I was given the key for had a door that didn't close fully so could not be locked. I normally choose Accor hotels for the high standards of service and this is the first time I have been disappointed.

Had a lovely stay, the staff were really nice and our room was spacious with a comfortable bed, good sanitising stations and overall very clean. Only let down was our balcony had sigarette buts and needed a good sweep and the outdoor pool had green algae like stains around the edges at the bottom. Breakfast was nice and we would happily return to stay again.

The hotel is very dated, in desperate need of repair, paint work all looking dirty untidy and peeling inside and out. In the main bar part of the ceiling had come down!! The rooms were still very dusty and not very clean in arrival. Both our toilet and my in-laws toilet (310 & 316) and probably others you had to pump 2-3 times or more to get to flush (reported nothing done). Also in our room (310) when you turn the cold tap the whole thing moves!! The hot tap you could see it’s been roughly repaired previously but when you turn it on it pours out and goes all on the basin surround and down to the floor causing a slip hazard. The floor of the swimming pool was very dirty also and the paint peeling off he floor and walls of the changing rooms. To be honest for a hotel in the Mercure group we expected more especially when your paying £129 per night (we stayed for 2 nights family wedding). Finally they were clearly short staffed and some of the staff not very friendly!! Wouldn’t stay again or recommend.

No soap in the bathroom and window covered in cobwebs. Bed comfy and well made. Downstairs much better quality of care and upkeep

Stay was good when we got there they never had our reservation which was anot a good start We had to wait around half hour Was told to go and have a drink but no one was serving at the bar In fact later when we went back to the bar the receptionist had to serve us We were attending a wedding in the evening which was meant to start at 7.30 but was running so late did not start until after 9 pm

Pros: All the staff were so nice, helpful and friendly. Cons: whole place smelt of mold. We stayed in one of the rooms accross the courtyard, the building smelt of wet dog, the carpets looked and smelt very old. The whole place was like an 2 star shabby motel you'd expect to find on the edge of a motorway. I stayed here with my daughter as a treat and it was such a disappointment. Our room had obviously been cleaned very well but nothing could help the fact that 2 of the walls in the room were very damp up to waist height and the wall was almost disintegrating at some points. The bathroom was pretty gross and just seemed very old, again no where near the 4 stars it has advertised. There were cigarette butts all over the balcony attache to our room. The curtains were damp and musty. The pool was huge but covered in huge patches of what looked like black mold all over the bottom of the pool. We chose this hotel mainly for the pool but it was not nice and freezimg. The changing cabins round the side of the pool just had an air of grossness that made you not want to let any of your stuff touch the bench etc. I'm honestly not usually fussy but this was a huge disappointement after looking forward to a 'treat' night away I couldn't wait to get home

Barn beautifully decorated. Food excellent and service very efficient. Shame about coffee and refreshments not being served in bars in the morning. Reception staff friendly but a bit short staffed.

We were looking forward to our stay after attending a wedding and a nice looking confortable room and gardens. Unfortuantly we were not told the airconditioning wasn't working and we expected to return to a nice cool room after a warm day but found a sauna which made it very hard to sleep and relax. Reception tried to offer us another room which stunk of smoke so we had to live with the warm conditions. No compensation has been offered for this and the rate we were charged (although supposed to be discounted) as more than the online rate!

I read the reviews before booking and I must say I was surprised with the recent negative comments but decided to go anyway as I wanted a nice outdoor pool near London. My stay was so pleasant and I have nothing but good things to say - from the receptionist who greated us upon arrival and kindly informed that hotel does not operate dinner restaurant, however suggested local pubs instead. Ground floor rooms now also allow pets! So we actually had a little puppy with us, which was so nice - the breakfast buffet was generous and they sat us in the outside area (I asked) in the nice weather so that we can also have the dog with us while eating; the pool to enjoy was amazing too. Area itself is really nice, you can do plenty of walks in Box Hill. I would definitely stay at this hotel again, especially during the next heat wave!

This was my second visit to the Hotel and, once again, a very positive one. The reception staff are friendly and efficient and Jack does an excllent job on the bar and taking food orders. The room was adequate for what we wanted. Breakfast very good - I asked for fired eggs rather than the scarmbled which they did for me. Although we didn't get a chance to use it, this hotel has a fantastic heated, outdoor pool.

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