Mercure Box Hill Burford Bridge Hotel

The lunch for 17 was very well arranged by Mr Soares. The food and wine were much appreciated and with good weather the children in the party were able to use the garden to run around. Would recommend to anyone who wanted a similar venue.

lunch in the restaurant was extremely slow and not particularly good. The rest of the stay was very pleasant and we absolutely loved the pool on such a hot day. The sunbeds, grassed area by the pool and the pool bathrooms looked a bit worse for wear (the poolside hair/handdryer nozzle/hose fell off the wall when i touched it and masses of water poured out of the hose - disturbing and, i assume, not great from an electrical safety perspective!). Service was friendly. We'd come again but mostly in order to be able to use the pool and see the nearby countryside.

The room was comfortable, the setting beautiful and the food and service were pretty average. Unfortunately I did not get to use the swimming pool because I fell on the uneven steps with my baby in my arms and we both had to go to A&E in an ambulance. Anyone staying here should take extra care in the steps and paved areas which are all uneven and could do with being replaced to avoid any further injuries.

Booked online - chose the dinner package and late check-out options. Quickly realised that Mercure Boxhill Dorking, was on the Ride London Cycle Event route and telephoned the hotel the very same day. Firstly- No mention on Mercure website of the event - should of been a 'pop up' Hotel reassured that although the road leading to the car park would be closed due to the Event - an agreement had been reached with neighbouring 'Rykas Cafe' and we would be able to park as the A24 would be open. - This was mis information as all roads surrounding the hotel were closed. After checking the 'Ride London Event' website and Surrey council website that the surrounding roads were closed - we again telephoned Mercure Boxhill and again were reassured - we would be able to use A24. A day prior to our stay we received an email saying - all roads surrounding the hotel would be closed and roads would not be open until at least 1700 29th July. No mention of refund or alternate options. Secondly - Mis Information given on 2 occasions. Roads were closed until after 1900 - we sat in a pub at Esher waiting for barriers to be dismantled and road stewards to allow traffic to pass. We arrived (very hungry) and looking forward to dressing for dinner in the restaurant as it was our Pearl Wedding Anniversary. At check in (Will) to make a reservation - whom informed us the restaurant is never open on a Sunday evening and if we cared to dine with them food would be served in the bar. So instead of dressing for dinner in the clothes we'd carefully chosen (my husband had a Mother of Pearl pocket watch to wear with his suit and I Pearl Earring and Necklace together with a carefully chosen dress, shoes handbag) we went to the bar in the clothes we traveled in having spent over 2 hours on a jouney that should of taken 45 mins. Thirdly - no mention on Mercure website - Resturant Closed - should of been a pop up. Will - could not have been more apologetic and immediately upgraded our room - and said he would see what he could do on waiving the late check out. In the bar, I ordered Fish and Chips with a Wine Spritzer and my Husband had Seafood Linguine and a pint of ale. We were told our drinks would be on the house. But as we had pre paid the dinner option - did not have either starters or pudding, I'm not sure the 1 spritzer and 1 pint of ale equated to what we had already paid. Room was lovely, and Will had arranged for chocolates decorated with Happy Anniversary on a plate was left in our room - at this point we were understanding and felt Mercure Boxhill had done all they could in the way of service recovery and we decided to draw a line and enjoy our stay. In the morning we had a fabulous breakfast until as our breakfast things were being cleared away, our waiter making small talk asked us if we had come from far. We told him about our experience getting to Mercure Boxhill and he relayed a conversation that he'd had with the hotel manager saying - as the event has been running for 6 years and the route is well publicised - that he completely agreed with the manager that anyone caught out only has themselves to blame. This reignited our dissatisfaction and it made sense why Will had been struggling to authorise a complementary late check out waiver. We decided to checkout straight away and salvage some of our special anniversary. Fourthly - Personal thoughts and private conversations are not appreciated from staff especially when it interferes with Service Recovery. Mercure Boxhill - picture perfect, sadly was let down by website/mis information/badly trained waiting staff

We were disappointed our room was not ready at 3 pm when we .came for the reception of our daughter's wedding 04.08.18 so we had to borrow someone else's room to change Apart from this it was perfect

Very nice hotel and welcoming staff. Food was good and room was great. The only downside was the noise of the dual carriageway carrying into the hotel. It sounded like illegal racing was occurring and this went on for a while. Whilst this clearly wasn't something the hotel could directly influence or stop on the night, I would imagine that this is a regular problem so maybe, as a suggestion, the hotel could look to work (or proactively bring together) the local community to try to fix this problem?

We enjoyed the outdoor pool and the room was quite comfortable except for the pull-out bed which was falling apart. One staff member at the pool, Timor or Tibor was quite condescending and rude more than once.

Lovely room, clean quiet. Breakfast nice.

We expected more for our £300 investment for a two night stay. Very limited choice for self service breakfast - no fried eggs, kippers or porage. Excellent food at night, but served extremely slowly Still waiting for the brown sauce I was offered for my gammon! Bedroom was comfortable, and outdoor swimming pool excellent

See above! Good setting, nice room though very small bathroom, but like the balcony set up Breakfast ok, disappointed with lacklustre cooked option. Better Sausages and mushrooms required, and certainly think fried eggs and black pudding should be provided. Grilled tomato was raw. Bar service generally ok, slow at times and grumpy barman could do with customer service training. Waiting over an hour for our evening meal was atrocious, staff responsible blamed large numbers of diners though only 4 tables were occupied. With a diabetic in our party, who has to inject insulin prior to eating, the long wait caused her blood sugar levels to drop dangerously low prompting a need for quick sugar, which results in further insulin control once we eventually ate. The fact we had young children in the party made the wait even worse. But the fried egg on the gammon was lovely, proof if ever you needed it that fried eggs should be introduced for breakfast.

Great venue really attentive staff food was good we will be coming back.

Most was great. Check in was brilliant, sorry, can’t remember the receptionist name but what a great employee, happy, welcoming, keen to help, everything you’d want on the first impression. Our room, was ready and clean but only 1 towel in a double room??? Also, we stayed 2 nights and room service happened after 2pm on the second day. We’d been out since 9am, why could that not occur earlier rather than that one hour we needed to get ready, without interruptions, for the event we’d travelled so far to attend? Air con was excellent. Thank you

Really pleasant stay. We booked at the last minute and wish we had booked an extra night as it was full the next day. Beautiful surrounding area to explore and the pool and grounds are stunning on a warm sunny day.

The hotel is lovely and the facilities really good BUT: All the roads were closed outside for 12 hours on the Sunday for a cycling event starting at 7am. This is obviously outside of your control but it is utterly ridiculous that we were not warned of this when we made the booking. To massively compound this problem we got up at 6am and attempted to check out at 7am as instructed. Your staff were unable to print a receipt for 45 minutes (they never did succeed) and kept informing us "Not to worry, you will be able to get out" When we finally gave up at 7.45am we were informed that we would not now be allowed to leave until 7pm. We had a business appointment at 10am in Kent. Thankfully the police officer on duty took pity on us and escorted us into the centre of Dorking so we were able to escape. I regard this as all totally unacceptable and completely ruined what would otherwise have been a very pleasant stay. I also feel that there should have been a discounted room rate for the Saturday night given that we were required to leave the room before 7am

The car park on arrival was spacious and we parked easily. The lady in reception was probably new, but very pleasant. Our room was a good size and the bathroom was also good. We would have preferred a stand alone shower, but I suppose hotels need to have the option of bath or shower! We were pleased to have the use of a large outside swimming pool as it was so hot. The dinner was excellent, also the breakfast. the restaurant service was also very good. It was only a few steps to the base of Box Hill, a super walk with good views.