Mercure Box Hill Burford Bridge Hotel

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Mercure Box Hill Burford Bridge Hotel 4 stars

Customer review rating (ALL Rating) 3.6/5 469 reviews

ALLSAFE approved hotel

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Description

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

  • Five dedicated meeting rooms capable of hosting up to 180 people

Hotel location

Mercure Box Hill Burford Bridge Hotel

At the Foot of Box Hill
RH5 6BX DORKING
United Kingdom

Telephone +44 20 7660 0684

Fax +44 1306 880386

Contact email

  • 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

Hotel services

Check-in from - Check out up to

In summary
On site
  • Swimming pool
  • Car park
  • Restaurant
  • Air conditioning
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms

EMLYN RESTAURANT

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.

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.

Our guest reviews

Our guest reviews for
Mercure Box Hill Burford Bridge Hotel

100% genuine reviews from our guests

Find out more

ALL Rating  3.6/5  469 reviews

TripAdvisor Rating  3.5/5  922 reviews

Disappointing Stay

Customer review rating 1.5/5

Jane M. Couples - Confirmed reviews ALL

We were staying away for the night for my husband’s birthday. We had a warm welcome at reception but when we asked to book a table for dinner we were told the restaurant was full which was disappointing when you go away for a one night stay. We were offered alternative places to eat so this looks like a regular thing! If you can’t feed your guests you should let them know before hand. Later the restaurant didn’t look full! We were sent a text to upgrade but then had a message from the hotel to say there weren’t any rooms to upgrade to! When we went to our room the view was of the bins and the room smelt of dog wee and there was a small amount of mould on the shower grouting. So feel disappointed we went to the bar to check out other restaurants in the area but had to wait a while to get a drink. There was a wedding on and it felt like the hotel was accommodating the wedding and letting other guests down. There were dirty tables in the bar which we never saw cleared and people had to keep asking reception to get served. We had a disappointing meal at another restaurant which made things worse. We didn’t stay for breakfast we just wanted to get out of there. For a nights stay away if you can’t eat at the restaurant you should advertise this when booking it’s very disappointing and the restaurant was not full we say it for ourselves. A complimentary birthday drink was a nice touch.

Great stay

Customer review rating 4.5/5

Michael Business - Confirmed reviews ALL

Staff excellent, very welcoming

Great Hotel . Excellent facilities

Customer review rating 4.5/5

Paul Couples - Confirmed reviews ALL

Pleasant helpful staff . Nice quiet room . Excellent food , particularly dinner . Spectacular swimming pool .

Amazing

Customer review rating 5.0/5

Helen Couples - Confirmed reviews ALL

We stayed in a privilege room which was fantastic and had everything you could need apart from pods for the coffee machine but no big deal I'm sure if we had asked they would have been supplied we were on half board the evening meal was included in the price the meal was lovely apart from the steak which was a bit tough however on mentioning the issue it was dealt with very professionally. The outdoor heated pool was definitely an added bonus on a lovely sunny day breakfast was great cant wait to come back very soon

Nice location

Customer review rating 2.5/5

Robin O. C. Couples - Confirmed reviews ALL

On arrival The receptionist was good and very friendly. Went to the bar waited to be served as there was no one in the bar at the end I had to go to reception and ask what does somebody serving in the bar. A young man turned up who was very friendly apologised for keeping us waiting and served us a drink, We asked if we could get some food I was told the kitchen was closed at 3 o’clock I would reopen at 1800 After a long drive we had no option but to go out and go to the Tesco express to get a sandwich. We reported to the reception on the Saturday at the leg of a chair in the room was broken she again was very friendly and apologised and said that they would get somebody to sort this problem but unfortunately when we left on Monday it still had not been changed. The only thing I want to say positively about your hotel was a young man who served us in the restaurant by the name of Johnny he was excellent an absolute credit to your business and the lady on duty Sunday evening can’t remember her name but again she was great. Overall it’s a Shame as it is a beautiful hotel and a great location.

Dear Robin O'C., Thank you for taking the time to tell us about your experience at the Mercure Box Hill Burford Bridge Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We are proud of our staff and their hard work. We are currently still trying to recruit more staff therefore unable to have someone on the bar at all times. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kat smyth Front Office Manager

nice gardens and comfortable sleep

Customer review rating 3.5/5

Mark L. F. Friends - Confirmed reviews ALL

Overall the stay was fine. Staff pleasant if a little inexperienced in the bar but very pleasant. Room comfortable - bathroom needs updating. Breakfast as expected,

Dear Mark Le F., We very much appreciate your comments regarding your stay at the Mercure Box Hill Burford Bridge Hotel. We're delighted to see you enjoyed your stay with us. We have recruited some new staff with varying prior experience, and as with us all, experience comes with opportunity and time. We are glad that you were looked after by our staff. We are in the process of updating/refurbishing rooms though this is being done in stages. We hope to be able to welcome you back for a chance to better your experience in the future. Sincereley, Kat Smyth Front Office Manager

Lovely spot

Customer review rating 3.5/5

Deborah Solo - Confirmed reviews ALL

I stayed for one night as a friend had a party in the Tithe Barn - bedroom was comfortable, welcoming staff. Breakfast and coffee next morning followed by partygoers chatting taking in stunning views of Box Hill and the outdoor pool in dazzling sunshine!

Excellent Stay

Customer review rating 5.0/5

K P. Friends - Confirmed reviews ALL

We really enjoyed our stay the staff were so friendly and couldn’t do enough. Inside the hotel had been refurbished recently and was very nice. Overall our stay exceeded our expectations and was good value for money.

Good stay

Customer review rating 4.5/5

Jonathan R. Couples - Confirmed reviews ALL

We were welcomed very nicely. All staff worked under pressure and were excellent

Very very average

Customer review rating 2.5/5

Gary Families - Confirmed reviews ALL

Where to start? On the positive, a nice welcome at reception. The rest: rather bizarrely, there was no lamp shade on the bedside lamp. After reporting that I was told that it would be noted. There was no kettle. On reporting that, one was sent to the room. First day no soap in the bathroom and no tea bags on the tray. Cups with no saucers. Cob webs hanging from ceiling. A roll of Christmas wrapping paper was found on the wardrobe shelf suggesting that hadn’t been touched for several months. Carpet by the bed was threadbare. Bed looked generally clean and tidy but creepy crawly found on sheets…. Barman had no idea how to make a cocktail. Breakfast was generally ok and the guy on duty was very helpful - even though he was very busy - but on second day, they ran out of bacon completely…and pastries. White bread was mouldy…. pretty disgusting. Fire alarm went off at about 0715 on first morning and 0815 on the second.

Dear Julia Linda C., Thank you for taking the time to tell us about your experience at the Mercure Box Hill Burford Bridge Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. I would like to let you know that we are in the process of refurbishing our rooms though this does take some time to get them all completed. We also have some new staff who are in the process of training into their roles. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Michael A McKay FIH GENERAL MANAGER

Nice gardens

Customer review rating 4.0/5

Joseph Couples - Confirmed reviews ALL

Very friendly & helpful staff, Room rather basic, very small bathroom.

Dear Giuseppe B., We very much appreciate your comments regarding your stay at the Mercure Box Hill Burford Bridge Hotel. We are pleased to hear you had a lovely stay with us. We are currently in process of updating our hotel rooms to modernize them, with this being a 12th century property we are trying to do so whilst making it in-keeping with our beautiful hotel's history. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Kind regards, Burford Bridge Team

Lovely staff

Customer review rating 3.5/5

Anna W. Couples - Confirmed reviews ALL

It was a very pleasant stay. The staff were particularly lovely and friendly. I would have have given more stars but the following marked it down: a coffee machine with no pods supplied and no tea bags in the room; they had run out of bacon at breakfast (send someone out to buy some more!); no choice of eggs, only insipid scrambled eggs sitting in a watery pool. It is a beautiful hotel, beautifully decorated with a calm ambience. Let down by simple things that could be so easily remedied at very little cost.

Dear Anna W., Thank you for taking the time to tell us about your experience at the Mercure Box Hill Burford Bridge Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Kat Smyth Front Office Manager

Pleasant setting

Customer review rating 3.5/5

Tim C. Business - Confirmed reviews ALL

Very welcoming reception staff when we arrived at 11:00 PM. The setting of the hotel is delightful and it is a nice change from all the hotels closer to Gatwick, where we were travelling from the next morning. Excellent breakfast. Bed was comfortable although the room was a bit spartan.

Dear Tim C., We very much appreciate your comments regarding your stay at the Mercure Box Hill Burford Bridge Hotel. We are pleased to hear you had a lovely stay with us. We are currently in process of updating our hotel rooms to modernize them, with this being a 12th century property we are trying to do so whilst making it in-keeping with our beautiful hotel's history. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Kind regards, Burford Bridge Team

Very tired

Customer review rating 1.5/5

Jessica H. Families - Confirmed reviews ALL

The hotel reception has been updated. We were upgraded to a superior room which was so dated. The room had been smoked in and therefore smelt. The bin had not been emptied and was full of Pubic hairs. When buying a drink we were overcharged. Beds were old and therefore uncomfortable.

Dear Jessica H., I am sorry that your experience did not meet your expectations. We are currently in the process of refurbishing our rooms but as the property is 12th and 18th century this does take time. As you had unsatisfactory experience with us, we will be contacting you further directly to help resolve this matter. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Kind Regards, Reception

Good quality

Customer review rating 4.5/5

Al Couples - Confirmed reviews ALL

Good accommodation, good food, good service & good amenities. Will visit again.

Great welcome - amazing receptionist

Customer review rating 4.0/5

Julie Friends - Confirmed reviews ALL

Overall it was a lovely stay. The only disappointment was that I had upgraded my room in order to get a balcony or patio but it transpires that if you want twin beds these are not available in those rooms. They did give us a Privilege room but on arrival none of the “extras” were in the room. Elenor, the lovely receptionist, quickly put that right and personally delivered everything.

Dear Julie B., We very much appreciate your comments regarding your stay at the Mercure Box Hill Burford Bridge Hotel. It is always a pleasure to receive positive feedback about our staff so thank you. We are glad to hear you enjoyed your stay and we would love to accommodate you again in one of our Superior Double Rooms next time. Kind Regards, Reception

Lovely hotel

Customer review rating 5.0/5

Christopher P. Couples - Confirmed reviews ALL

Hotel very short of staff. However every member of the team we came across gave exceptional service and worked so hard to make sure guests did not suffer. The evening meal menu was quite limited but every meal over our three night stay was absolutely delicious. Breakfast choice was better before Mercure managed hotel. Room service got missed out on one day. Very small issues that will obviously get sorted in more normal times. Definitely our hotel of choice in Surrey.

Dear Chris P., We very much appreciate your comments regarding your stay at the Mercure Box Hill Burford Bridge Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We welcome all feedback so that we can improve the experience we provide to our guests. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Kind regards, Reception

A nice little break

TripAdvisor rating 4.0/5

kyskulia TripAdvisor review

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!

Dear Kyskukia, How kind of you to leave a review after your recent stay, and we were especially pleased to read your feedback regarding the pool and breakfast as it is so rewarding when one's efforts are appreciated. Thank you and we hope we will have the pleasure of welcoming you back another time. Best regards Diane McTague General Manager

Another very good experience at this hotel with sensational pool!

TripAdvisor rating 4.0/5

J7605CSmarks Business - TripAdvisor review

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.

Hello Mark, Thank you so much for taking the time to give us your feedback after your recent stay which is invaluable, especially as a regular guest. Hope to see you again soon, Best regards Diane McTague General Manager

Not good

TripAdvisor rating 3.0/5

Surveyor47 TripAdvisor review

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

Dear Surveyor47, Thank you for your comments following your recent visit to the hotel. We are pleased that you found the bed to be comfortable but we sorry that you felt that experience fell short of your expectations. Obviously, things are a little different at the moment due to the current pandemic but we do trust that when things return to normal, we will have the pleasure of welcoming you back to the hotel so that you may see it in all it's glory. Please, when you wish to return, please do contact us so that we may make the necessary arrangements in order to ensure that everything will be as we all would wish it to be. Yours sincerely,

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