Mercure Box Hill Burford Bridge Hotel 4 stars

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.

During this Covid period, we found the hotel made great efforts to make us feel comfortable and safe. Everything had been well thought through.

Rooms and hotel very clean and set in nice grounds, as I was visiting Dorking location could not be better. And a nice walk on Box Hill starts next to the hotel The hotel could of made more effort to serve food as this seemed an effort for them. So Poor. I have stopped at a few hotels recently who offer a full breakfast service and evening meals. Covid secure service.

Only one mug in our room 4 out of date milks Bar didn’t have a lot available

Food not to the usual Mercure standard. We requested breakfast at 8am when we arrived in the dining area our breakfast had been already cooked, the bacon was hard & the egg was firm, not runny.

Experience was great overall, apart from the fact that I had to pay for one extra night because after being encouraged to make the booking over the phone, the lady making the reservation put the wrong dates in..

Very unhelpful reception, attended my sons wedding reception, food absolutely dreadful, my son and his wife were embarrassed that it was so bad, gardens overgrown, bedside light not working, balcony dirty, very little natural light as trees and bushes had not been cut back, restaurant not open for breakfast so had to get this from take away over the road, wouldn't even supply tea or coffee