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“Watch out for the payment taken on check-in”

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Mercure Box Hill Burford Bridge Hotel
Ranked #2 of 8 Hotels in Dorking
London
Level 2 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Watch out for the payment taken on check-in”
Reviewed August 11, 2010

We checked in on saturday morning and were told that a £175.00 security deposit would be needed from my card. I was at no point advised to use a credit card rather than my debit card. Then on sunday morning I paid my bill of £142. Checking my account later in the day £175.00 was unavailable funds because the hotel had not released the authorisation for the day I checked in. I had to speak to the hotel 3 times and the money finally went back into my account 3 full days after I checked out. This is not what you expect from a hotel where the cost of an overnight stay is £125. I have stayed in far more expensive hotels and never had this issue.

Overall the hotel is ok, a nice swimming pool, but the location isn't great just off a busy roundabout.

Stayed August 2010, traveled as a couple
Helpful?
Thank travelbug81London
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, August 15, 2010
Thank you for your feedback. I will look into this straight away as it is certainly our policy to release any funds on the day of departure. I am sorry it took longer and will ensure we avoid this shortcoming in the future.

With kind regards,
Tony Tijhuis
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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579 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Colchester
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed August 9, 2010

We stayed here for two nights as our nephew and his new wife had their wedding reception here. We had our dog with us and this is a truly dog friendly hotel. From check in right through the whole wedding reception to check out the staff were friendly helpful and always on hand to be of assistance. The breakfast and wedding reception dinner was great and generaqlly the whole standard of the Hotel meets it's 4star rating! Thankyou!

  • Stayed August 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Blands
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, August 15, 2010
Thank you for your kind comments and compliments. I am delighted that you thoroughly enjoyed your stay at the Mercure Burford Bridge Hotel and look forward to welcoming you back soon. Kind regards,

Tony Tijhuis
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nottingham
Level 2 Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed May 31, 2010

We have just got back from a night at this hotel. The hotel itself is really good, we stayed in the original building and it was very comfortable. The room wasn't huge but it was big enough, it was clean and ready early. The staff were very helpful - probably the best hotel staff we have come across in the UK - they really did seem to go the extra mile to provide outstanding service.

There is a very big but, however. The hotel is at the foot of Box Hill - so what? you might ask - it is a National Trust site, very beautiful and in a lovely part of the Country. But it also seems to be the most popular place in the world for motorcyclists. Not necessarily a big problem but these motorcyclists also seem to be the worlds' nosiest - the exhausts are all noisy and the roundabout near the hotel is an ideal place for them to rev very hard. Not only that there is probably the most popular bikers' cafe in the Country opposite the hotel.

My advice - ask for a room at the back of the hotel or stay for business when an early start isn't likely to upset you. If you are staying on pleasure and want a peaceful lie in either get them to guarantee a room at the back of the hotel or stay somewhere else!

It is a great hotel, the staff are superb, the price is right but watch out for the bikes!!!

  • Stayed May 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank skparkes
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 very kind words. They are much appreciated and my team will be delighted to hear that you enjoyed yourselves at the hotel. I agree that bikers can pass the front of our hotel. This happens mostly on Sundays during the day itself. It would be good to know that most of our bedrooms face the back of the hotel with views over the gardens and National Trust Box Hill, which is extremely peaceful and tranquil. Our team will be very accommodating if you request a room at the back of the hotel. We hope to see you back soon.
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surrey
Level 4 Contributor
31 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed May 10, 2010

Went to this usually excellent hotel for a cream tea, and was served the smallest scones in the world. Come on BB you can do better! It is never good to look mean. Always better to surpass your customers expectations than disappoint.

Stayed April 2010
Helpful?
Thank julesjoker
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 very much for your feedback regarding our cream tea. We used to serve two large scones for cream tea per person and received feedback that they were too big. As a result we decided to serve three smaller scones per person. As a result of your feedback we will revert back to serving larger scones, as we never intended to serve too small portions. We are very happy to see that you rate us as a usually excellent hotel and I look forward to getting the opportunity of showing you that that is still the case.
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UK
Level 2 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank LuxuryTrainClub
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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Geneva, Switzerland
Level 5 Contributor
62 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank sammielc
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
Level 5 Contributor
75 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 125 helpful votes
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sigrid66
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 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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Additional Information about Mercure Box Hill Burford Bridge Hotel

Property: Mercure Box Hill Burford Bridge Hotel
Address: At the Foot of Box Hill, Dorking RH5 6BX, England (Formerly Mercure Burford Bridge Boxhill)
Phone Number:
Location: United Kingdom > England > Surrey > Dorking
Amenities:
Business Center with Internet Access Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 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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