Nice place but shocking staff...

Liked: The location was good. Fortunately, there was a pub nearby for food!! The bed was comfortable.
Disliked: The hotel is nice, the room clean and good. Now the bad bit. I arrived after a 6 hour drive, at 7.00pm, wanting dinner in the hotel restaurant. I was told it was fully booked but I could get a meal in the bar. I got to the bar at 8.30pm to be told they were too busy. So, a hotel with NO restaurant for guests. I had to walk to a nearby pub, in the rain, just to eat. I heard another guest at reception say she?d wanted to book a table the previous day but was told they had a coach party booked in and she could not use the restaurant. At breakfast, I arrived behind one guest. He was taken to a table where his family were already seated. I was ignored for 5 minutes and then told by the waitress she 'thought I was with the other guest'. Two tables set out for 4 guests sat unoccupied but I had to wait for a table for 2 to be cleared, cleaned and re-set. No one explained whether it was self service or not. I got a bowl of cereal but there was nowhere to deposit the empty mini cereal box. I filled in the ticket for my cooked breakfast and that was taken away. Then my coffee arrived. 10 minutes later, I was told they had no hash browns or mushrooms. A further 30 minutes for breakfast to arrive?.without the poached egg. My plate was whisked away and 10 minutes later arrived back with a poached egg. By now, the coffee was cold. Not being offered another drink, I ask for fruit juice, which appeared just as the breakfast was finished. So, over an hour to get a simple meal of self service cornflakes, cold coffee and a full English which wasn?t anywhere near full. On check out, reception did not even ask if I had enjoyed my stay. Perhaps they already knew what my answer would be but I suspect the real reason is that they really didn?t care!!

Good

Liked: Friendly and comfortable
Disliked: The rooms are dated and gloomy, the breakfast was quite greasy

Superb

Liked: Bed in rooom was very comfy. Breakfast was excellent.

Happy with it

Liked: Did not have breakfasts
Disliked: Nothing I can think of

State of rooms not up...

Liked: Staff friendly breakfast ok.
Disliked: Room dirty,repairs had to be done to bathroom(toilet seat & shower curtain) Spoke to manager on our departure he admitted hotel undergoing upgrade. Some rooms done ours sadly not! Rooms mainly used by contractors. Give it a miss!

A superb hotel located ideally...

Liked: This charming hotel, located in the heart of surrey, was very comfortable and made our stay very pleasant.
Disliked: nothing

Inform your guests in advance...

Liked: Room
Disliked: We phoned in advance and said that we would not be arriving until 7pm after a long journey and asked what time the kitchen closed. We were told 8.30pm. Shortly after we arrived we went to the restaurant (around 7.30pm) and waited for ten minutes for someone to show us to a table. We were told that that there was NO FOOD AVAILABLE because there was a wedding in progress. We went to the front desk to complain and were again told that there was no food available because there was a wedding. I explained my earlier phone call and got an apology and was told that "there is a pub nearby that serves food". That is not what you expect when booking into a hotel of this class.Breakfast service was simply terrible due to obvious lack of staff. It was not possible to help ourselves to hot or cold drinks and we had to wait. We had cereal and fruit salad. Our orange juice was forgotten and never arrived despite a polite reminder.

Disappointing, poor value for money,...

Liked: - easy parking-
Disliked: - I paid £145 for a family room. I arrived at 7pm with my 9 & 11 yr old children. I thought there would be three beds. Receptionist advised that there were two double beds (it transpired that one was two singles zipped together). When I asked for three beds as we were 3 people I was told this wasn't possible as it hadn't been pre-booked. I told the receptionist I would sleep on the floor & asked for a mattress. She said there weren't any spare. I asked for a duvet, so I could have one below & one on top. She then spoke to someone & told me that they could make up 3 beds perhaps in 30-60 mins. I went to the room, re-arranged the beds & phoned down to ask for sheets & single duvets saying I could do it myself. Very quickly I was brought sheets & duvet covers but no duvets. As the room was so warm (in Sept) it didn't matter.- only two out of three of the room's opening windows opened & it was very warm. When I requested a fan I was given a tiny desk fan!- room was dated & dusty in corners & on some furniture.- bathroom was dated, couldn't turn on sink hot tap easily, shower took a while to work out as no markings on the knobs.- room only had two towels & two mugs but we were 3 guests.- we discovered clothes from a previous guest in a drawer!- we enjoyed breakfast but did not spot the cold buffet (fruit & yogurt) until we were walking out of the restaurant.

Exceptional