Sunday Box Hill Burford Bridge Hotel

So I am rating the property badly because they cancelled us with 3 hrs notice (when we were en route). Despite us having prepaid and having a non cancellable rate. Reading trip advisor reviews I see this is a common experience. And tbh those who do stay rate it even worse. I don’t think you should be advertising this hotel….

Breakfast could be improved

Air con had been broken for 3 weeks so room was unbearably hot. When we arrived there was a broken fan and one which really wasn’t powerful enough. The continental breakfast items were very poor quality and there was only full English as the hot option. Our room was right next to the road where there was the constant roar of powerful motor bikes passing by. The beds have seen better days and were quite uncomfortable. The swimming pool is now open to nonresidents too and was very crowded. We wanted a snack at just after 9pm but were told the kitchen had closed so had to drive to a nearby garage for a sandwich.

Breakfast had very poor choices and I'm not sure about the freshness of the products. Lunch and dinner were better, though everything seemed a bit pricey for the offer.
The room cleanliness seemed superficial; there were some socks forgotten behind a sofa and some hair in the bathroom.
Was tricky to find a sunbed at the pool; around half of them were reserved for "club members". It felt like they overlooked the guests who were staying overnight.

The room was very bad. Needs renovation

Paint chipped off room everywhere. Sofa broken. Double doors hole at bottom and no paint. Large amount of debris outside double doors. Scaffolding up. Dreadful. Reported day after we left to ask for compensation. Request ignored by customer service

They victed me on the street 01.00 promised refund contact Hotel manager no answer avoided

No air con and humidity in room was unbearable, no advance notification even though it hadn’t been working for over a month.
No management of the hotel present, overall lacking in any sense of direction. Was unfair on the staff that they were left to deal with the fallout of terrible facilities from unhappy guests.
Service charge added to one drink that I bought at the bar.
Rooms outdated and tired, such a shame as could be an amazing hotel.

Air con broken and stuff useless, no manager on site and no way to phone the hotel, line does not work

Air con broken, staff useless, couldn’t phone hotel and check in took forever, they didn’t even know length of the swimming pool

Extremely Poor customer facing service.
If staying for business, beware!
Unable to contact by phone to request invoice.
Automated response when trying to contact via msg.
Air conditioning in rooms needs attention due to Damp/musky smell.

The property is in need of major maintenance and updating across in all locations, booked due to the promise of Air-conditioning only to find that the air conditioning has been out of service for over 4 months with management fully aware and no attempt to repair
Couldn’t stay as room temperature was over 30deg and even the staff couldn’t stand it
Additionally the fan in the room was broken and also not working
Very bad , left and was promised a full refund which till now has not materialised or any follow up by managment to apologise

We got overcharged

Accommodation areas need serious attention - decorating and cleaning. Bedroom carpet was grim, with an unpleasant smell. I love dogs, having had them as pets all my life, but they are not acceptable in restaurants at meal times, nor should they be allowed in all bedrooms; a separate area to accommodate people with dogs and a separate outside exercise area should be provided. Some kitchen chaos at the start of my stay, with a lone member of staff doing her very best to keep up with orders & refilling breakfast bar. Improvement over the weekend, with extra staff on hand.
Big problem requesting small jug of fresh milk to have with morning tea in my room! Staff didn’t seem to understand. I was then told there was a charge, which has never happened before. Fortunately, the milk arrived eventually and I didn’t pay any charge! Restaurant, bar & hotel are separately run, which doesn’t help!