Sunday Box Hill Burford Bridge Hotel

sad demise of a once glorious hotel ... owners clearly haven't a clue very sad to see a once splendid hotel totally ruined ... no actual people you are just given a code to get in beds were used and dirty and some other guests accessed my room number 100 maybe they double booked the rooms thoroughly depressing to witness the demise of this once favourite hotel. i have visited many hotels recently that have been bought by new purchasors ... how to ruin a good hotel would never return ... appalling

The Rot Has Set In I’ve stayed in this hotel numerous times for work over the last 10 years, this was my second stay since it changed from being a Mercure earlier this year and it will be my last visit. It seems like since they lost the Mercure branding, they’ve just given up. The hotel looks and feels shabby and unloved. Service - over both my stays since the new brand it’s been the same men on reception who are very stern and direct - there’s zero hospitality when you check in or out. When I stayed a couple of months ago, there were two of us in the room and we were staying for 2 nights… there were just 3 coat hangers in the room. I called down to reception and asked for more and someone came to the room with one extra visage and said that was all the had, no spare coat hangers available. On this recent visit once again there were just 3 coat hangers. The hotel seems to have just stopped maintenance- lots of shabby areas around the hotel and grounds and in my room the bath panel was rotting and coming away from the bath. In the restaurant the jar a leak of some kind and one wall has serious, obvious water damage (not fresh damage, it looks like it’s been happening a while) and wine buckets collecting drips. The evening meal was just OK… service was a little sloppy. Breakfast was cold… I only ate a small amount and then checked out. I’d dare to say that the people running the hotel now have limited hospitality experience as it really feels like the place is being run into the ground. It’s such a shame as with some investment and the right staff, this could be a gem, but it’s really lacking. I won’t stay here again on my work trips to Dorking. For just a small amount more you ca stay at Denbies or The White Horse and get a much superior experience.

Got married here! This is an amazing wedding venue, but we wanted to dedicate this review especially to Kiki, the wedding coordinator - without her our wedding wouldn't have been the success it was. Kiki worked so hard to make our day special and it really did show, we will be forever grateful for all of her efforts. Working with the venue wasn't always smooth - particularly with room bookings - but Kiki, made the process extremely pleasant throughout, being responsive, showing genuine care and to investigate complex queries and issues, being pivotal to finding solutions. Leading up to and on the day, Kiki was so patient and understanding, supporting us in the set up and smooth running of the day in such a patient manner, handling all our questions and requests no matter how big of small. Kiki's kindness shined through in her work - she is an absolute rockstar and cannot thank her enough for how special she made us feel. We would also like to thank the recommended suppliers - - Ether events who dressed the venue so beautifully and supported us with such professionalism, attentiveness and genuine care. - Loretta for baking a beautiful and tasty cake, always supportive and pleasant throughout. - Michael, our fantastic toastmaster. The day wouldn't have ran so smoothly without him. - Paul, our Pianist - potentially the best decision we made about our wedding. Such a lovely man and played beautifully, even learning some specific requests at short notice. - Final mention to Mary who works in hospitality at Burford Bridge - you looked after us so wonderfully in the morning and during the dinner, with such care and good humour. You really made us smile and we felt so cared for! This is hands down a fantastic venue - the barn is a great space, especially if you want a country feel (although I do recommend dressing it up if you can) - the space is brilliant overall, particularly good if you want a venue where you have plenty of space inside in case it rains. The grounds are also beautiful. And the venue asy to get to for guests. The food is also amazing. However, the experience is made the success it is by Kiki and the people on the ground on the day, making the magic happen. We really cannot thank these people enough!

Exceeded expectations Having read some poor reviews on this hotel we arrived with some trepidation, especially as communicating with the hotel (we booked initially through booking.com) was not easy. However, we needn't have worried. We were warmly welcomed and shown to our room and the staff were friendly and helpful at all times, especially the lady in charge of breakfast. The room was just fine and close to reception. It had a patio door going out into the garden area, it was clean, and the beds were comfortable. The food too was excellent - a good breakfast and great bar food. In fact, my husband thought the mackerel pate was the best he'd had in a long time! True, the drinks and food were on the expensive side, but it is in Dorking, Surrey after all. There is a bus stop right outside if you want to go into Dorking and a railway station about a mile away. The only downside was the cost of parking which is in a car park just across the road - £10 a night, but we knew this in advance so were prepared.

Totally Unsatisfactory I booked a one night stay at this hotel for the 11th October 2025. Having driven 150 miles from my home my wife and i checked in during the afternoon on our way to a gathering on the Sussex coast. We found the room satisfactory for a one night stay, albeit its furnishings and the bathroom were a little tired. We returned to the room at around 11PM to be confronted with considerable noise (shouting, laughter, music and running water) from the adjoing room. We could hear every word with the wall between the two rooms being pretty poor in terms of noise insulation. I contacted reception and asked that they speak to the adjoining occupants or provide an alternative room. An alternative room was provided to which we moved at about 11.40PM but it was above a bar area from which there was a lot of noise. The room was unclean with stains on the bed cover and its bathroom was tired. There was also a large area of unsightly damp and damaged plaster on one of the walls which we found unsatisfactory. We left the hotel and drove the 150 miles back home arriving a little after 3AM. I contacted the hotel on the 13th October to register a complaint and ask that my money be refunded. I was asked to set out my complaint in an email which I sent but which was neither acknowledged or responded to. I called the hotel again on the 14th October. The helpful person whom I spoke to had no knowledge of my complaint or the email that i had sent on the previous day. I was asked to resend it, which i did that day. On the following day i received this response "Thank you for staying with us and for bringing your concerns to our attention. We sincerely regret that your experience did not meet expectations and truly apologize for the inconvenience caused during your stay. We understand that the initial noise disturbance and subsequent concerns in the second room impacted your comfort, and this is certainly not the standard we aim to provide. Following your feedback, our team conducted an internal review. While some dampness near the wall paint in Room 201 was noted, the room was otherwise found to be clean. Additionally, a large event at the hotel may have contributed to the overall noise levels that evening, and we regret any discomfort this may have caused. As a gesture of goodwill and in appreciation of your patience, we would be happy to offer you a 20% discount on your next stay with us. Please let us know when you plan to return so we can ensure a more comfortable and enjoyable experience for you. Once again, we thank you for your feedback, which helps us improve our service. We hope to have the opportunity to welcome you again and restore your confidence in our hospitality." So, notwithstanding that the issues of noise and the dampness were accepted my request for a refund was denied. The irony is that the hotels response thanks us for staying when the fact is we were unable to do so. This is not an inexpensive hotel and i imagine that there are more satisfactory alternatives available in the locality.