Mercure Box Hill Burford Bridge Hotel 4 stars

Really enjoyed this hotel stay. We were there for a wedding at another venue so not in hotel for much of the time but when we were there it was great. Staff excellent. Breakfast lovely and plenty of it. Room nice and quiet and comfortable. Setting was really pretty. And handy for Dorking!

We booked a Privilege room but the extras (robes, slippers, water, soft drinks, even soap) were absent. As we arrive in the evening (post 6pm) so there had been plenty of time to prepare the room to the standards we'd expect but this was not the case. This would have been fine if when we called up to ask there had been some sort of apology or warmth, but everyone seemed a bit put out and surprised about it all - as though we had done something wrong. This was the general attitude of the staff to be honest - guests were not made to feel particularly special but an inconvenience. Perhaps they were pre-empting us to kick off as previous guests may have done so decided defence was best. We stayed for two nights for a wedding and experienced the breakfast (good service, mixed quality of food), wedding dining (very good food, slow delivery). The turnaround and presentation of the wedding space was efficient and made to look beautiful but, again, the attitude was cold, shouting "Everybody out so we can dress the room!" without a smile or warmth. I appreciate it must be hard delivering party after party and wedding after wedding, but this is the service industry after all - and it can make all the difference to the people who ask for your hospitality. The decor was nice and the surrounding area of Box Hill very beautiful. I was generally satisfied in the end, but as the title says, the experience was mixed.

I stayed for a wedding that was at the same venue and despite check in being at 2pm the rooms weren't ready to check into at that time, so I had to leave items with reception whilst I went to the wedding. Not ideal, but luckily one friend had an early check in, so at least we had somewhere to get ready. My sleep was great and breakfast was fab.

We upgraded to a superior room but didn't realise that meant having to go out of the back of the hotel and outside then up some steps to a separate accomodation area. Not ideal if raining. We later found out (by ourselves) that there was a long way round back to the main hotel bulding, completely internally. We asked for someone to bring our suitcase up to the room, which didn't happen for 1 1/2 hours. Very disappointed with the evening meal. We weren't asked how we would like our meat cooked. My beef was too rare and my wife's lamb was undercooked, very fatty & sinewy. She complained and had a further plate of the lamb dinner served - not any better, The worst lamb she has ever eaten she said. Breakfast was okay, but no bacon left when we arrived and no haddock available either. All the staff were friendly and helpful.

The children’s bed were tired but we’re replaced Throughout our stay, the staff were attentive and helpful.

I try to stay at the Burford Bridge when ever I am in the area - mainly on business. It remains a lovely hotel. Modern and clean. Nice decor and large rooms. Friendly staff and good service. Nice countryside and a convenient train service for London as well. A lovely pool, in the summer as well.

Poor experience at reception. Rooms very average, not much character.

Very chill

We were not able to get into our room at 2pm as advertised. Room was not as clean as we would have liked. It was long term dirt in the corners etc. Felt quite shabby. The staff was very good and did all they could to make things ok so I have no complaints there. There was excessive noise late into the night. 2:30 and later the first night. The walls don’t obscure much sound and the second night we were kept awake until 3am by people just talking and watching telly in a room near us. Breakfast was very good and once again the staff were very cordial.

Enjoyed this lovely hotel as we were there for a wedding. The location is good and we found all of the staff we dealt with to be friendly, professional and helpful. The areas we could see that could be improved upon are: food - breakfast could be improved as some items are cold, plates aren't heated well. Food from the bar is just ok and a bit pricey (£12.50 for penne with a bit of tomato sauce is a bit steep) and the food we had from the wedding buffet was more like canteen quality. I have to say, food is key here. The other area that could do with improving is housekeeping; while the hotel was almost full while we were there, our room still hadn't been serviced at 4pm. After calling the front desk for fresh towels, I have to say Karima is one of the hotel's shining stars and couldn't do enough for us. She assisted us at check in and was helpful with any request - she even brought fresh towels to our room (along with two bottles of water, without my asking - but was very much appreciated & needed later in the evening). She and her colleague also helped us with information on the nearby vineyard and organised a last-minute taxi to the train station. Again, staff helpfulness made our stay here.

Room was nice, beds comfortable. Floor creaked an awful lot. Breakfast was okay - fried eggs had seen better days and you had no teapots for tea and only cups which are fine for coffee or if you have a teapot but a mug of tea when using a teabag is much better. Staff were very nice.

I only stayed a night - arrived late evening and departed early next day. (-) Before I got to bed I wanted a pint of Guiness in the, but there was something wrong getting CO2 into it, and I had to settle for a bitter instead. (+) The room was quite spacious and had a bath tub. (-) The bed was however to hard for my taste, but I got a good night sleep and it wasn't a serious problem.

the room was fine, but the food was not the best. I ordered the first night room service, pizza and I couldn't feel the flavors and the next night I went to the restaurant and I ordered Salmon with crushed potatoes asparagus and mushrooms, and again the taste wasn't right. and no mushrooms. Also, I requested an adaptor for my charger and they didn't have so it was impossible to charge my computer and work.

I had challenges with the most important things, no heat in room, no telephone, no blow drier and they got my order wrong. It is clean so no complaints there

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.