Mercure Box Hill Burford Bridge Hotel 4 stars

Reception we thought was a cupboard then found it to be a table in the foyer. No indication that there was a reception at all.. We booked a meal in the restaurant with two friends and we were the only ones there. Having ordered off the evenings menu the soup was tepid, main course was tepid and at this point we advised the staff who really didn't seem to care that both courses were not hot.. Not one seemed to know how to smile or any customer relations. Pudding course we asked before it arrived please to make sure it was hot. The middle was cold and asked to be reheated. A new one arrived still the same.We gave up. Breakfast was good but felt we were hurried by the staff so that they could clear . There was only five us still there. Overall I think the staff need some training on Customer Care. It has taken a week too to get my refund back on my card when it was taken out of my account within an hour. The room was lovely albeit we did not stay in the main building but in a garden room which in December and raining was not ideal. I am sure the hotel was not full.

We. Stayed at the Burford Bridge Hotel 50 years ago after we got married and thought it would be nice to stay again. The room was very comfortable and we had a bottle of champagne, fruit and a decorated dishes of sweets. Everyone was so welcoming and friendly and made our stay perfect. A big thank you to you all.

I try stay at the Burford Bridge every time I am in the area - mainly on business. It is a lovely hotel. Nice and large room - clean and tidy - modern decor - friendly staff. A nice bar and a good breakfast. Dorking andthe surrounding area are also lovely and there is a good and frequent train service to London.

Its a nice place. Receptionist nice. Bar is nice, Rooms are nice.. but beware. While we were upgraded to a privilege, that came with a snag. there was a 50th wedding anniversary celebration going on. right at around 6, the nice quiet bar where we were eating went from quiet and cosy to full and noisy. it got worse from there. our room was nice. but the problem was it was also about 30 feet from the party room for the wedding anniversary. the music was loud and went till midnight. when i asked in the morning why they did not put guests of the party in that room and give us rooms further away, i was told there were not rooms further away. well. i had take a walk around and that was just wrong. our window looked directly back at the party room. i was not the only one that was unhappy by the situation as there was another man checking out, who also had the same issue. advise to hotel. be more careful to place guests at the far end of the property when they are not part of the party that is happening.

I never usually write reviews, but I felt compelled to help others not be misled as we were. My partner and I booked and paid a significantly marked up (Bank Holiday) price so we could enjoy relaxing by the lovely looking pool. However, on our arrival, we were surprised to see it absolutely packed full of families. We couldn't even get pool towels as they were all taken, meaning also that we had zero chance of getting a sun lounger! A staff member later informed us that the public also have access to the pool via an annual fee. This significant detail is never mentioned on the hotel website anywhere! There's only numerous pictures of a '4 star hotel like' tranquil pool setting. But in reality, it's full of local families playing ball games, kids snorkeling and being thrown in the air by 'dad'. Definitely not a 4 star hotel experience! Upon mentioning our disappointment to the Hotel Manager Andrew Oxley, he just dismissed our complaint and was actually quite condescending and rude. An absolutely disgraceful way to be treated as paying guests!

Great stay Hotel and staff Excellant nothing to much trouble ,stayed for a two nights would recommend ,great outdoor pool gardens very nice ,had meal in bar was very nice ,we stayed in Privilege room was good size mini bar.Hotel was in great location not National Trust North Downs lovely area

Check in is always a bit of a challenge here, which is a shame, as the staff are very pleasant, it just seems to take ages! Anyway we were allocated a lovely superior room in the grounds of hotel, which has it's own sheltered terrace. Great for sitting with a drink, in the evening. We took advantage of the offer of breakfast and evening meal. The evening meal was very good indeed, in a friendly atmosphere. The service was excellent and they could not do enough for us. As we visited Denbies Wine Estate in the afternoon, this was a perfect place to stay. Thoroughly recommend.

A great hotel with features and friendly service. Food is good, and excellent Starbucks coffee. The only negative was the breakfast coffee and limited selection, but with so few people in the restaurant, this is understandable. Another negative is that you can hear the traffic (motorbikes) as the windows do not have double glazing - Yet, I managed to sleep without disturbance. They even arranged for a taxi to the train station without hesitation.

Beautiful hotel and deco, large room with a view on garden, very quiet. Nice garden and terrace, many spaces to work in the lounge. Delicious restaurant for dinner and breakfast. All staff is very friendly and welcoming. I will come back for sure.

We had a good trip to Box Hill. The Hotel was Ideally place to Explore Box Hill, The Vine Yard and national trust Properties. The Staff were friendly and Helpful, the Room was Comfortable and clean, and the food was good. We had a very nice Break.

Nicely located, with Denbies winery and Polesden Lacey (National Trust) both close by. Hotel pleasant and restaurant lounge suitable fo the light meals taken. Pool was not open over the Easter weekend, but it was unusually warm.

Excellent customer service from all staff Location is fantastic at the bottom of Box Hill an area of outstanding natural beauty and the food excellent The gardens are fantastic and although there is a swimming pool it wasn't open until April Already booked to go again later this year

This hotel is a regular for me for business trips to the area and works perfectly. It ticks all the boxes - spacious room (very quiet and clean), extremely comfortable bed, excellent shower and a tasty, varied breakfast (anywhere with fresh fruit, greek yoghurt and then pastries/choice of bread gets my vote). Staff very pleasant and helpful as well. Recommend it.

Stayed overnight on the way to Gatwick. Enjoyed the stay. Much more relaxed than the Gatwick hotels.Good value for money. Enjoyed the evening meal, although portions were fairly small. Good breakfast!

A quaint hotel located within Surrey Hills, not too far from the M25. There is ample parking located opposite the hotel. The room were surprisingly better than I expected. It was very spacious, clean with the usual facilities provided. There were plenty of plug sockets, which you don't usually find in many other hotels. The Wifi was very strong and reliable throughout the hotel. The bathroom was also spacious. However, ladybugs were appearing in the bathroom. The blinds in the bathroom looked old and in a state. There was draft coming through the windows. And the creaking floorboards in the hallway was rather annoying at times. The staff were pretty good, especially when I checked out. I was asked if I slept well, due to a party being held in the hotel. Luckily, there wasn't much noise that disturbed my sleep, despite some of the people talking loudly outside. It's not a bad hotel to stay.