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“Not the consistent standard expected of Mercure” 2 of 5 stars
Review of Mercure Box Hill Burford Bridge Hotel

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Mercure Box Hill Burford Bridge Hotel
4.0 of 5 Hotel   |   At the Foot of Box Hill, Dorking RH56BX, England (Formerly Mercure Burford Bridge Boxhill)   |  
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Hotel amenities
Ranked #4 of 8 Hotels in Dorking
UK
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
28 helpful votes 28 helpful votes
“Not the consistent standard expected of Mercure”
2 of 5 stars Reviewed April 19, 2010

Partial list:
- queue at check-in
- dirty steps in corridor
- overpriced sandwiches served on broken tray
- room made up for one - two were booked
- outside areas shabby and unkempt
- bathroom - dirty tiling
- poor service at breakfast - had to clear own table
- poor service in reception - had to clear 8 dirty plates from table near sofa

I would accept some of these points if this was an urban B&B - but none of them from a Mercure, especially at these room rates.

  • Stayed April 2010, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BurfordBridge, Manager at Mercure Box Hill Burford Bridge Hotel, responded to this review, July 24, 2010
Thank you for your feedback which was immediately addressed at the time. Outdoor areas are now being swept daily and all wooden tables and chairs in our gardens have been revarnished and look as new. Action plans for our housekeeping team and Food & Beverage department have enabled us to focus on the shortcomings that you experienced. I hope to be able to welcome you back to the Mercure Burford Bridge Hotel in the not too distant future.
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237 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (41)
Date | Rating
  • Dutch first
  • English first
  • German first
  • Italian first
  • Norwegian first
  • Spanish first
  • Any
English first
Geneva, Switzerland
Top Contributor
57 reviews 57 reviews
55 hotel reviews
Reviews in 37 cities Reviews in 37 cities
52 helpful votes 52 helpful votes
3 of 5 stars Reviewed April 5, 2010

The hotel, food and service was great
However the most important thing about staying in the hotel is the quality of the sleep, and this was an awful night. The room was over heated, with no way to reduce the temperature down, the room was small and cramped, and the bedding was like sandpaper. Most of our party also had an awful night sleep. Shame.

  • Stayed February 2010, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BurfordBridge, Manager at Mercure Box Hill Burford Bridge Hotel, responded to this review, July 24, 2010
Thank you for your comments and your positive feedback regarding our food & beverage offer. You mentioned that the bedrooms were too hot at the beginning of April. We do have airconditioning available in all our bedrooms and will endeavour to make sure that all our guests are made aware of this at check in.
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Holland
Senior Contributor
33 reviews 33 reviews
17 hotel reviews
Reviews in 15 cities Reviews in 15 cities
49 helpful votes 49 helpful votes
2 of 5 stars Reviewed March 8, 2010

We stayed here because we wanted to visit relatives in London bfore travelling further to our final holiday destination. We stayed for 4 nights. ALL of those nights there was a wedding in the hotel. We stayed here on the hottest days of that summer, it was 30 degrees. Wich means wedding guests run around drunk over the lawn, wich is enclosed by the hotel rooms. We did not sleep before 2 am at ANY night. It was also impossible to sit outside and have a drink as the chairs and tables and anything else one would attempt to sit on were totally covered with wedding guests also.

Don't let the swimming pool fool you . We traveled with 3 kids and hoped to be able to swim at least. Because the pool is exclusively there for hotel guests and members. well...guess what...THE WHOLE VILLAGE IS A MEMBER. It was INSANELY busy.

We strongly think this hotel should make a choice. You are either a weddingfactory, or a hotel. But to rent out rooms to people who have NO clue how noisy the hotel is with weddings going on, is almost a crime. We had the worst time EVER.
I strongly advice to inquire if a wedding is planned when you are going here. If so..DO NOT GO!

And complaining at the reception obviously does not help. They did not have rooms less noisy. You have to imagine this hotel excists of a main building where one eats and parties. Then there is a big lawn..and that lawn is surrounded by 2-3 story high rooms, all facing the garden. This garden is then totally covered with brides, grooms and mothers-in law..all day, twice a day, till well passed midnite. Also realise that the english way to have a wedding is...DISCO in the evening. I have heard it all..4 times.

For us a never-again experience.

  • Stayed August 2008, traveled with family
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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BurfordBridge, Manager at Mercure Box Hill Burford Bridge Hotel, responded to this review, July 24, 2010
Thank you for your feedback regarding a stay in August 2008. August is a key wedding season and we do hold very successful weddings at the Burford Bridge Hotel. It is very unusual though to hold more than one wedding at a time. Our current team always ensure that they pre allocate the best suitable rooms, which are far away from the music played in our historic Tithe Barn. We are sorry to read that you were not offered this opportunity at the time. Kind regards, Tony Tijhuis, Hotel Manager
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UK
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed March 5, 2010

Booked through AMEX, confirmed room. When I arrived the receptionist had said they had tried to call me on my mobile as they had cancelled my room. (no one had called me I checked my phone records). It seems they had a large party book who were return clients. As they had run short of rooms they cancelled mine for the party. I spoke with the manager who then tried to book me in some where else a sister hotel. Not really the point, and they should not double book since I had booked two weeks in advanced.

  • Stayed March 2008, traveled on business
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BurfordBridge, Manager at Mercure Box Hill Burford Bridge Hotel, responded to this review, July 24, 2010
Thank you for your feedback about your stay in 2008, posted in 2010. It is certainly not our intention to book anybody out of our hotel and we will always endeavour to ensure that book outs are being avoided. I understand your disappointment and hope that in the future you give us the opportunity of welcoming you back to the Mercure Burford Bridge Hotel. Kind regards, Tony Tijhuis, Hotel Manager
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Surrey
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 23, 2010

Stayed at the Burford Bridge Hotel on the 13/14th Feb to attend a wedding that took place within the hotel.
My wife and two small children thoroughly enjoyed the stay from start to finish.
The staff were very polite, courteous and professional in all aspects.
The hotel is situated in a beautiful location which offers a stunning view from pretty much any window.
The room, although lacking in the most up-to-date "gadgets" (flat screen tv , air con) was none the less beautifully furnished with very comfortable matresses.
Housekeeping was of a very high standard.
We would recommend the hotel without hesitation.
For a relaxing, classy stay. Perfect.

  • Stayed February 2010, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BurfordBridge, Manager at Mercure Box Hill Burford Bridge Hotel, responded to this review, July 24, 2010
Thank you so much for your kind feedback. I am glad that you enjoyed all aspects of your stay. I would also like to inform you that new LCD screen TVs will be installed in our hotel at the end of July. All best wishes and I look forward to welcoming you back. Tony Tijhuis, Hotel Manager
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Surrey
1 review
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed February 23, 2010

Booked in for two nights as a special Valentine's treat. The room was lovely, nicely furnished. The public areas of the hotel are comfortable, elegant and relaxing. The food was excellent and the service was faultless. The restaurant and bar service was way above average offered by friendly helpful staff. We will definitely return.

  • Stayed February 2010, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BurfordBridge, Manager at Mercure Box Hill Burford Bridge Hotel, responded to this review, July 24, 2010
Glad to see that you had such a great time. Hope to see you again soon. Kind regards, Tony Tijhuis, Hotel Manager
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England
Top Contributor
79 reviews 79 reviews
30 hotel reviews
Reviews in 55 cities Reviews in 55 cities
62 helpful votes 62 helpful votes
4 of 5 stars Reviewed February 5, 2010

We stayed at this Mercure in November for a relaxing 2 night break ( Friday/Saturday ) visiting relations and a trip into London.
It is a situated at the base of Box Hill so a great walking area ( you can drive up if your are not feeling energetic ! ). There is a train station 5 minutes up the road and we used this to catch a train into London - about a 1 hour journey - better then trying to park in the City !
The Hotel has a lovely warm, relaxing feel and staff were all polite and helpful. The evening meals were fantastic as were the breakfasts - a huge choice of food available. The room was clean, bed very comfortable and there was a balcony over looking the garden, this would be lovely in the summer. There was an ironing board and iron which was useful along with tea/coffee facilities.
The only down side was the noise from the weddings going on both evenings. The Friday at dinner we sat beside the fire door for the Barn where the weddings are held, the waiter offered to move us to a quieter area - a few other people also moved although the music could still be heard. When we retired to our room the music could still be heard until well after midnight ( with the window closed ), our room wasn't as close as some. This was repeated on the Saturday night. The waiter said it was a problem and the receptionist said it was best to go during the week as they have weddings nearly every weekend. We do feel that the Hotel needs to look at this problem but that wouldn't stop us staying there again - probably avoiding weekends !!

  • Stayed November 2009, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BurfordBridge, Manager at Mercure Box Hill Burford Bridge Hotel, responded to this review, July 24, 2010
Thanks very much for your review. I am delighted that you enjoyed your stay and I hope to see you at your next trip. Kind regards, Tony Tijhuis, Hotel Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Mercure Box Hill Burford Bridge Hotel

Address: At the Foot of Box Hill, Dorking RH56BX, England (Formerly Mercure Burford Bridge Boxhill)
Phone Number:
Location: United Kingdom > England > Surrey > Dorking
Amenities:
Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 8 Hotels in Dorking
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Mercure Box Hill Burford Bridge Hotel 4*
Number of rooms: 57
Official Description (provided by the hotel):
The 4 star Mercure Burford Bridge sits at the foot of Box Hill, with the Mole River running at the bottom of the spectaculargardens. With 57 en suite rooms, the hotel is ideal for visiting the historic town of Dorking and the scenic surroundings. Easilyaccessible via the M25, Junction 9, the hotel is 12 miles from London Gatwick Airport, 1 mile from Dorking train station. 2 AA Rosette winning restaurant, cocktail bar and lounge. 7 conference and banqueting rooms, outdoor swimming pool. Free parking. ... more   less 
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Also Known As:
Mercure Burford Bridge Boxhill Hotel Dorking
Mercure Hotel Dorking
Mercure Box Hill Burford Bridge Hotel Dorking, Surrey, UK

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