I am not quite sure where to start in writing this review! Firstly I would say DO NOT STAY HERE!
We arrived to check in and the receptionist was in the office, she pulled a notebook from under the desk with ALL GUESTS credit and debit card details (which was requested upon booking) this is illegal and if fell into the wrong hands could be used fraudulently. My husband kindly requested (after paying for the room) that this was removed and the receptionist was very hostile and challenging about this.
We then found our rooms (which had to be accessed via a outside fire escape). The room was clean but very dated. The tea/coffee amenities were not replenished each day. The restaurant/bar were closed day and night and we were informed upon check in that there would be no facility to breakfast which was supposed to be part of the package. We were staying for a wedding so had 3 rooms for other family members and not one of us had hot water. I went to reception to tell staff and found no one there. The next day upon check out the hotel was completely deserted with no staff to be found. We were given no instruction what to do with our key so reluctantly had to leave them in the room door.
The following day when I got home I phoned the hotel to share my experience and the female member if staff hung up on me! I called back and the male staff member answered. He told me I was a 'winger', said that there was hot water but because I was in room 8 it takes time to reach the room!! He basically told me I was a liar and said there was staff at the hotel that I could have told!! He also ended up hanging up on me!! I can honestly say I was not rude at any time, I was simply sharing my experience which was not pleasant!! I was absolutly astounded by the response I had! I have never stayed in a hotel with customer service skills and facilities as poor as this, and I have stayed in many!!
Interestingly, I had my hair done in nearly by Dorking town as we were going to a wedding and the stylist said this hotel has seriously gone down hill since it changed hands a few years ago.
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- Also Known As:
- Surrey Hills Hotel Dorking, UK