Mercure Box Hill Burford Bridge Hotel 4 stars

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Only one mug in our room 4 out of date milks Bar didn’t have a lot available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

Hotel looks shabby and rundown. It was the fourth hotel we had stayed in on our trip and the only one which did not have the restaurant and bar up and running. We were only advised a couple of days before arrival that the pool would not be open, althought from the looks of it and the surrounding area it looks like it had not been used for a long, long time. Also we were informed at the same time that there was no free parking and it would cost £10 per day to park. Will not be in a hurry to return.

Good

The place is nice. Located in a really beautiful area. However the room wasn’t that clean and as we went during the covid outbreak, so a lot of the amenities were closed. But still got charged as if they were. So wasn’t worth the money.

Hotel

It is a lovely hotel, though it is a difficult time for all. I am still unsure if there were bedrooms looking out onto Box Hill, which was what I think I wanted if such exist. Appreciated kind support from staff. Somehow missed out on breakfast on my second day, but enjoyed going to Reigate for it instead.

The rooms are very dated - the beds are very firm and pillows lumpy. Air conditioning in the room was broken and the shower / sink did not drain properly. Towels in the bathroom are small and thin - rather unpleasant overall. No soap was left in the room - I had to go and ask for it. I went to the from desk to ask and the phone rang in the back office. Rather than serve the guest standing in front of them, they went to answer the phone instead whilst I waited. Parking is an expensive extra given the already expensive rooms for the quality of stay. There is no daily housekeeping of the rooms at the moment.

Extremely disappointed with the hotel. No cleaning of the outside area’s. Hand rails didn’t look as if they had been cleaned since before lock Down. Was not informed that there was only continental breakfast available. You can’t blame everything on COVID. Shouldn’t be open if you can’t deliver at least a descent service. Was booked as a 50th anniversary surprise.