Mercure Box Hill Burford Bridge Hotel

Including our honeymoon 40 years ago, our summer visit this year was a third one for us. Some things never change. Being a fine historic building, the façade looks the same as ever. The garden layout is similar, and the staff welcome and restaurant service remain excellent. The pool may not have been heated 40 years ago, but it is now, and although used by day visitors, there was little activity mid-week for life guards to manage. The wonderful walks behind the hotel up Box Hill and opposite to Denbies Hillside make this a great place to keep visiting. To include free parking, be sure to book direct rather than with an internet booking site.

I want to say thank you so much to the entire team for making our wedding day run smoothly, particularly Eloise on front desk, Charlotte the coordinator and the head of catering Sam. Everyone was so thoughtful and pay attention to detail - such as drying out the bouquets and setting up some of the decorations as evening table decor, (an oversight by me). You guys really think about what will help the day run smoothly which is not an easy thing since I had several vendors coming and going, wondering relatives and a lot of people staying overnight. Me and Rob had the best day and the barn really did look beautiful, thank you so much.

Staff seemed unhappy in their work particularly on second day when they were understaffed and overwhelmed with the number of different events happening that day. Sadly that reflected on their overall service to guests. This experience was so different from my previous visit when the staff were still very busy but handled it in an upbeat positive manner. That I believe reflected on the interim GM in the proprty at that time.

Had a booking with Mercure for 13 people to celebrate a birthday recently. The hotel themselves received this booking way back in April so they had lots of time to prepare and organise for our large family. Receiving an email about the wedding taking place the same night as our stay did not hinder our plans at all but we were only warned a few weeks prior. Upon arriving at the hotel and seeing the check in desk with no queue, I walked straight up and was not greeted at all. The young gentleman on the desk was so engrossed in his laptop I was standing there for around 3 minutes before he even looked up and acknowledged me. With no formal greeting i begin to explain the booking and how my large family will be checking in individually. The boy on the desk seemed to not be able to answer my questions and queries so he called upon his colleague whose name tag read Karen - another member of staff to not formally greet me and my family and only acknowledge her collage (customer service basic 101) After around 10 minutes i was finally pointed to my room (with half my family waiting in reception as their rooms were not ready with no apology or update from check in staff ) The customer service of the two working the check in desk was abysmal, and not improving throughout our stay. Not the 4* standard you claim to have. On a positive note your staff members Sheera and Gabriel were splendid and made our stay a more bearable experience (even with music blaring into the early hours of the morning from the wedding taking place opposite our room or the hour wait for food even though no one was using the restaurant at the time we were)

Sono stata qui per due notti e ho trovato la struttura splendida: giardino ben curato, piscina esterna riscaldata, colazione abbondante e varia, camere eleganti e spaziose. I punti dolenti: il personale non è dei più cordiali; nonstante il prezzo alto non si vergognano a chiedere 9 sterline al giorno per connetersi Wi-Fi; il bar propone un menu molto scarso per chi vuole mangiare qualcosa rapidamente e i tempi di attesa ti fanno rimpiangere di non essere andato al ristorante.