We have known and used this hotel for years and it used to be of very high standard. I was brought up in Dorking and it was probably the smartest of the hotels at that time.
In more recent years, we had an absolutely dreadful lunch with 6 other people about 4 years ago. The food was just about passable, but the service was totally appalling! It was especially embarassing as we had recommended it. We received an apology from the manager on this occasion and the wine was provided free.
We have eaten there on several occasions since and service was much better, if a bit impersonal.
In 2005 we stayed with a group in the garden rooms and had a lovely stay. The rooms at the back are restful. The weather was great and the terrace at the rear of the hotel was a lovely place for lunch.
We had been arranging a function and needing a central place the Burford Bridge was high on our list. We were aware that Mecure had taken over the hotel from MacDonald, but thought it would make little difference - in fact we hoped it might be an improvement to the catering!
We arrived mid morning to meet the functions manager. It was good to see the waitress who had been working there for years was still there. However, at this point things started to unravel.
We had travelled a long distance and I visited their downstairs "Ladies Powder Room". The state of this was positively disgusting. Of the 4 loos only 1 was clean enough to use and that had loo paper stuck all over the floor. The floors were wet, there was excrement all over one loo, menstrual blood all over another and the seat detached in another. I went straight to reception and after the group of staff had finished their conversation told them about the mess. Admittedly a manager went in there pretty swiftly to look and hopefully it was rectified, but no apology or thanks were forthcoming. In a good hotel this should have been picked up - it was not as though it was last thing at night after a boozy party. The hotel was not busy, so no excuses for this.
The function manager arrived to show us the available rooms, but unfortunately she not only was disorganised, but was actually outright rude when my husband queried the price of something!! My husband has organised conferences and events for many years and has dealt with literally hundreds of hotels and centres and has never had a staff attitude like this woman showed!
We were planning to have lunch at the Burford Bridge, but decided not to stay. In fact after the state of the loo my stomach was turned for some time!
What a shame, this hotel is in a great position and in the past has been of good quality. Hopefully they will get themselves back up to scratch again. We have taken our business elsewhere!








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Check-in / front desk
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