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Mercure Box Hill Burford Bridge Hotel 4 stars

Customer review rating 4.2/5 4,794 reviews

ALLSAFE approved hotel

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Room 1

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Children's age

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How it works?
Mercure Box Hill Burford Bridge Hotel
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+ 10 Services

Hotel extras

  • Emlyn's Restaurant features hearty local dishes

  • Outdoor heated swimming pool available to guests

  • Overlooking the tranquil River Mole and National Trust walks

  • Golf lessons available to guests at nearby golf course

  • Eight dedicated meeting rooms capable of hosting 30 people

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 14h00

Check out up to 12h00

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Parking
  • Accessibility for people with reduced mobility
  • 100% non-smoking hotel
  • Air conditioned
  • Languages spoken at the hotel
  • Reception open 24 hours a day
  • Early check-in/Late check-out Paying
  • Dry cleaning / Ironing Paying
  • Porter
Leisure and activities
  • Outdoor heated pool
  • Golf
Catering
  • Breakfast Paying
  • 1 Restaurant(s)
  • 1 Bar(s)
  • Room service
Business services
  • 8 Meeting room(s)
  • Conventions hotel
  • Copy/print service available

Hotel location

Mercure Box Hill Burford Bridge Hotel

At the Foot of Box Hill
RH5 6BX dorking
united kingdom

Tel: +4402076600684

Fax: (+44)01306880386

Check-in from 14h00

Check out up to 12h00

  • By plane

    LONDON GATWICK At 38.5km / 23.92 miles

  • By plane

    LONDON HEATHROW At 42.6km / 26.47 miles

  • By plane

    LONDON STANSTED At 123.8km / 76.93 miles

  • By train

    DORKING At 2.9km / 1.8 miles

GPS :51.254146, -0.321841

Our accommodation(s)

With their fresh new look, all of our 57 rooms are en-suite and offer modern convenience and comfort. You'll find air-conditioning, flat-screen TVs, free WIFI, tea & coffee making facilities, hairdryer and iron and ironing board. or 24-hour room service for something more. You'll find air-conditioning and all the usual things; toiletries, direct dial telephone with a direct line in, hairdryer and iron and ironing board.

Classic Double Room

  • Max. number of persons: 2
  • Views: Garden View, Pool side, Patio *

Subject to availability

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Classic Twin RoomNon contractual photo

  • Max. number of persons: 2
  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk
  • Iron

Superior Double Room

  • Max. number of persons: 3
  • Views: Garden View, Pool side *

Subject to availability

  • Wireless internet in your room
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk
  • Iron

Privilege Double RoomNon contractual photo

  • Max. number of persons: 2
  • Views: Garden View, Pool side, Patio *

Subject to availability

  • Wireless internet in your room
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV
  • Business Desk(...)

Our restaurants and bars

EMLYN RESTAURANT

Type of cuisine: Regional

Emlyn Restaurant is open to residents and non-residents alike. Overlooking the gardens, you can experience fine British contemporary cuisine in an exquisite setting. Al fresco dining is available in our beautifully landscaped gardens.

  • Monday Closed
  • Tuesday -
  • Wednesday -
  • Thursday -
  • Friday -
  • Saturday -
  • Sunday -

BURFORD BAR & LOUNGE

From morning coffee to light lunches, homemade afternoon teas and evening meals, choose froma wide selection of dishes from our Burford Bar & Lounge Menu. The bar serves a wide range of drinks as well as a selection of cocktails. Open every day.

Non contractual photo

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 8

  • Maximum size: 284

  • Maximum capacity: 70 people

  • Maximum banquet capacity: 30 people

Find out more

Our guest reviews for
Mercure Box Hill Burford Bridge Hotel

100% genuine reviews from our guests

Find out more

ALL Rating 4.2/5

4,794 reviews

tripadvisor

TripAdvisor Rating 4.0/5

841 reviews

Lovely well located hotel

Customer review rating 3.0/5

S M. Couples - 17/06/2021 Confirmed reviews ALL

We picked the Burford because of the pool. The hotel is in a great position. However there was a limited menu which I fully understand due to covid but what Ii don't understand is the quality. I had a beef sandwich and could not believe what was served. 3 slices of bread in the attempt to make it a club sandwich, packet beef and a scrape of horseradish. The pool was nice but the surrounding area could do with some maintenance. My room was lovely with a great view.

Terrible experience at Boxhill Mecure

Customer review rating 0.5/5

Anonymous Couples - 16/06/2021 Confirmed reviews ALL

We arrived at 2pm, it took over 30 minutes to check in. The man who was in reception was unqualified, rude and unhelpful. We went to order lunch in the restaurant and were told 90% of the menu was unavailable. Once we got into our room, we realised there was no toilet roll. We returned to reception only to be told there was no toilet roll in the hotel. I went into the women’s toilets in the hotel lobby, it was unclean and there was no toilet roll. We were given some hand towels to use instead of toilet roll. We were not given any toilet roll for the duration of our stay. This is disgusting, unhygienic and bad for the environment. There was one member of staff Jonathan who appeared to be the only helpful member of staff at the hotel, who was trying his best. Later we returned to reception when our room key stopped working. Some young men were there for the lifeguard training, only to be told by the rude man on reception he “didn’t know where it was and knew nothing about it.” I took it upon myself to help these young people and escort them to the pool, clearly where the lifeguard training was taking place. The pool staff were helpful and friendly. This hotel needs serious support with staff training and their supply issue need addressing urgently.

Customer review rating 0.5/5

G Couples - 15/06/2021 Confirmed reviews ALL

Took 45 mins to check in. Asked for room service and reply was we r very busy and can u please come down for collecting ur drinks.

Terrible

Customer review rating 0.5/5

Lucy Couples - 15/06/2021 Confirmed reviews ALL

The website was false the hotel had no food, breakfast was disgusting no drinks served before 2 on the hottest day of the year, no toilet paper, 1 waiter, no one mentioned the pool being cleaned every 2 hours and you had to leave and then not get your place back. Overall I was incredibly disappointed with my stay what was meant to be a nice mini break turned out to be the weekend from hell! We ended up leaving early having paid as we were so disappointed!

Check In

Customer review rating 5.0/5

Steve Families - 14/06/2021 Confirmed reviews ALL

The check in Gentleman on Fri 11th Jun at around 6.30pm was outstanding his customer care was great and was very friendly

Lovely peaceful atmosphere

Customer review rating 4.0/5

Cheryl Couples - 14/06/2021 Confirmed reviews ALL

Room decor is a tiny bit tired looking, and the breakfast was dismal for £10. But staff are all helpful, cheery and polite.

Still A Way to Go

Customer review rating 3.5/5

Rbh Families - 14/06/2021 Confirmed reviews ALL

This is a lovely hotel but is still recovering from Covid. The staff are very pleasant, but the breakfast was very thin and there was no evening food available when we arrived (9:00pm). Sure things will improve as they get back to normal.

Lovely Grounds

Customer review rating 1.0/5

Catley ,. D. Families - 13/06/2021 Confirmed reviews ALL

There has been no investment in the bedrooms and through the complete hotel. Staff we nice but not properly trained. There were staff shortages. The breakfast offering was very very ordinary and on the two days we stayed the same breakfast was served and on each occasion the breakfast was served differently from the amount of food to things like the first day our fruit smoothie came served in a small wine glass this was lovely the next day it came in a Tetra Pak and no glass and the waxed stew from the pak made the drink taste awful and the straw was so hard to drink through. The bacon was hardly cooked and a different quantity supplied. We had to make our own instant coffee we were never offered a coffee from a machine. Poor menu choices made us go offsite for dinner each night. We visited with another couple the two nights we ate out we spent £400 so you missed out on this revenue. I noticed at the pool that anyone can come to swim from outside the hotel, this meant guests did not get access to the pool at different times of the day and we paid for the privilege?? A staff member informed me he was leaving as he had seen no investment in the hotel in 4 years. I suggest you stay in a room and it will be quite obvious of the problems in your tired rooms.

Underwhelming-sold a package that could not be provided.

Customer review rating 1.0/5

Cheryl C. Couples - 13/06/2021 Confirmed reviews ALL

Please see email I tried to send on the complaints web form: Dear Sir/Madam, I booked this package over the phone with Jelena for the Burford Bridge Hotel. When booking I explained it was for a special occasion and my reason for the late booking was due to our original plan being postponed. My husband and I have stayed and dined at the Burford Bridge many times before and the Emlyn Restaurant has a really good reputation for fine food. Now you can imagine our disappointment when we arrived to learn that the restaurant was closed and our evening meal will be served in the lounge. We accepted this however, William went onto explain that most of the produce was out of stock and that we had very limited choice. We selected our meal when checking-in as this was recommended to ensure they could provide. We basically had one choice for starter out of five and three options for main out of maybe ten meals! They were all curry, not our preference but the only options. Now the list goes on so I'm going to bullet point this so you can understand that we have been sold a package that could not be provided. The package stated that we would have wine, four beers and complimentary soft drinks in our room. This was not the case as the fridge was empty. The wine was provided with our meal after raising this with William (day manager) and my husband only had two beers. We had to pay for one as the barman said that it was not included. There were no bathrobes or slippers in our room. We requested these but they were never provided. The Nespresso machine had no capsules and William explained they do not have any to provide. There are no privilege perks of evening drinks and canapes. There is no gift. When arriving in the lounge to have our meal there were hardly any tables available as most of them were to be cleared. Empty glasses and plates were left for a very long period of time (hotel very under-resourced). Our Red Thai Curry was a vegetarian meal which was not clear on the menu, it was also a microwave meal, certainly not to gastro standard as you would expect from this kind of establishment. There were no menus available for us to check. We requested bottled water for our room for the night and they had none available, so we accepted a jug of tap water. Breakfast was of poor quality, it was literally the size of a childs meal and was cold. No options for the bread that was toasted and was served very thin white bread. Coffee was a dried freeze pack, yet a pot of hot water is put on the table - why not give customers a decent pot of coffee as this is still being served in exactly the same way? Most areas were dusty, glasses/bottles and mugs remained outside our room (not ours) all day and were removed at approx. 11.30pm. My husband and I were so saddened that what was once a lovely hotel has become quite rundown and tired looking. We could have coped with this had the package we paid for had been provided. Karima, who was the evening manager, acknowledged our disappointment and during our meal said that she would refund 50% of the bill. This was processed which we thank her for however, this does not take away the fact that Mercure are advertising and taking bookings for a service that is not available. What should have been a luxury evening away was the complete opposite, way may as well have booked a travelodge - a very basic package of a bed and bathroom. I must point out that the staff at the Burford Bridge were very accommodating, it was noted how stretched they are and very under-resourced. I can imagine they must receive quite a few complaints as they are just not able to meet the requirements of their guests. Hence why I chose to email you directly as they really do not deserve to be moaned at when this is out of their control and are clearly managing all areas of the hotel. We understand that services can alter slightly due to Covid safety measures but really this is not what this is about, this is false advertising. Both my husband & I are key workers and understand fully the impact of Covid and what measures need to be followed. I look forward to hearing from you shortly. Kind regards, Cheryl C.

Good stay

Customer review rating 4.0/5

Sean S. Couples - 13/06/2021 Confirmed reviews ALL

Everything was great and in covid times things are hard so breakfast wS very strange and could have been done better

We didnt let the poor standards spoil our special weekend

Customer review rating 3.0/5

K. J. Couples - 13/06/2021 Confirmed reviews ALL

I've already logged a formal complaint been advised i would received a call from the general manager still waiting !!!

Extremely sad to say but understaffed, grubby, dirty and Sad. Oh with airplane food too

Customer review rating 1.0/5

Paul Families - 12/06/2021 Confirmed reviews ALL

Briefly it was the most disappointing hotel experience I’ve ever had. Was looking forward to it and it’s totally down to poor ownership. The staff could not cope so service was awful, it was dirty throughout, not dust but grime everywhere and litter around the pool and gardens. Breakfast was rubbish. Shockingly awful stay. Would not recommend.

Good stay with a friendly atmosphere

Customer review rating 4.0/5

Jamie T. Business - 12/06/2021 Confirmed reviews ALL

Friendly professional staff were always on hand to make your stay as comfortable as possible.

Customer review rating 1.5/5

Pauline D. L. Couples - 11/06/2021 Confirmed reviews ALL

Unfortunately this is the worst Mercure hotel we have ever stayed in, dirty corridors, windows that would not close, stair carpets in very bad state of repair, bedside light not working, large unhygienic crack in bathroom sink, not the ground floor we had requested, due to my husbands COPD, as we paid over £200 for this level of service which was not acceptable, I feel some compensation is due and fair , I also have photographic evidence for the above.

Great location

Customer review rating 3.5/5

Gill Friends - 09/06/2021 Confirmed reviews ALL

Disappointed with limited lounge menu as restaurant closed. Out of four choices for a hot main course, three of them were curries and the other was a spicy pasta. Not great if you don't like spicy food. Don't think enough emphasis is placed on quality of food during the covid restrictions.

Great time to use the pool

Customer review rating 3.5/5

Anonymous Friends - 08/06/2021 Confirmed reviews ALL

We came for a half term stop over, and lucked out with the weather, which meant we could make use of the swimming pool, which we found to be well maintained. The real downer for us was lack of food; one coeliac couldn’t have any dinner and the children ended up with garlic bread as you ran out of pizza. Be good if you could get the coffee machine going too!

Great location, sadly neglected hotel

Customer review rating 3.0/5

Natalie C. Couples - 07/06/2021 Confirmed reviews ALL

Understaffed and neglected hotel in a great location. What a shame that Mercure are allowing it to get into this state, leaving visitors feeling frustrated and disappointed.

Room fine service and catering abysmal

Customer review rating 1.0/5

Anonymous Friends - 07/06/2021 Confirmed reviews ALL

As above. Insufficient staff. Limited dinner menu and service so slow that we left and went elsewhere. Breakfast dreadful. Staff seemed over worked and disenchanted. Room was clean and comfortable.

Could have been better.

Customer review rating 2.5/5

Ginny Families - 06/06/2021 Confirmed reviews ALL

Hotel very understaffed and it showed. However all the staff remained very professional in difficult circumstances.

Uncomfortable stay

Customer review rating 0.5/5

Daniel Couples - 06/06/2021 Confirmed reviews ALL

Our first experience with a Mercure hotel. Stayed in 312, Room wasn't ready at our arrival at approx 7pm, still needed cleaning. Finally got into the room when returning to the hotel at 10pm. Room wasn't cleaned properly and had a bad Moth infestation namely around curtains and crawling out from under the bed and furniture, infestation seems to have been ignored and now there is missing patches of carpet and moth eggs visible over the floors - due to the late time of check in and the fact the hotel was fully booked due to a wedding event over the bank holiday, a room change wasn't possible unfortunately. Bug splatters on every wall surface and food left on the carpet from previous guests where room was rushed clean and carpet was not vacuumed. On top of this the room wasn't cleaned between our 2 night stay either. Hotel also appeared understaffed, reception and bar posts often empty and hotel guests waiting about or walking around trying to find a member of staff.

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