Orchid Hotel, Epsom Surrey, Sure Collection by Best Western

The breakfast is good value. The staff went out of their way to be helpful and friendly. There is a friendly pub next door that is quiet and serves good meals.

A fridge in the room would be helpful.

Good position for public transport. Staff friendly

So-called breakfast, room bland, no blind at velux window, bed too soft, tv hardly working

The Yogurt I had in my breakfast bag was nice.

The bed was far too low. Breakfast was a bag delivered to your room with a bacon roll that had been warmed up in a microwave. Plus a yogurt and a fruit juice. when booked it didn’t say it wasn’t a proper breakfast.Very disappointing. Some of the tiles in the bathroom had been replaced and didn’t match the bottom of the bath was damaged and the taps on the sink were the wrong type for disabled people. So overall very disappointed for £80.00.

Very helpful staff and a excellent pub next door for food in the evening car parking no problem

location

very tired bathroom very old and in need of refurb. Nowhere for a breakfast

All we needed

More power points

Loved the location convenient to pub and railway stations stoneleigh

Mustafa was so welcoming and extremely friendly and kind and very lovely member of staff a real credit to your establishment

Room was nice free parking and wifi Nice size room

Bath was in poor condition brown stain on the bottom and it had been coated once and a couple of bits were peeling. The price included “breakfast “ which was a micro wave heated sausage bap

Free parking on site Location to local attractions

The smell in the bathroom was horrendous! The smell of damp - the flooring Lino clearly needs replacing.. it was revolting. It actually made us gag! The floor had sunken patches. Bath stained Mold and heavy limescale Bathroom needs totally replacing.

Everything for a lovely experience, receptionist was so friendly & helpful when we checked in. He was brilliant with my autistic Grandson , my grandson said thank you to him ( it was the first time he said the word) Morning receptionist very friendly too , had our breakfast delivered to our room. Definitely be staying again. We were in room 6 so I do hope staff see this & thank you so much we will definitely stay again.

There was nothing to not like

Good value. Parking. Near my daughter’s house! Shower was excellent.

The bed was creaky, a bit uncomfortable.

Staff was lovely The night shift guy was very friendly and welcoming

It was good for the price that we payed Therefore nothing to dislike

The staff were all lovely very helpful

The bath and room were really bad dirty for a family room we couldn’t wash there the beds were ok also only 2 useable plugs near tv none near any beds there were four of us needing to charge things

Great location, easy parking. Easy check in.

Room was too hot even with two fans, breakfast wasn't suitable for children. Bathroom could do with a deep clean and decor.

I love the location and very easy access to the m25

The staff were fantastic especially mostafa he was very helpful and happy to provide me with all the information I needed to make my stay was comfortable and I think he is a asset to the team

was a good location and nice room

It only did a breakfast grab and go

Very friendly staff.

Friendly welcome. Clean comfortable quiet room. Comfy bed I have rheumatoid arthritis so the state of the bed matters much to me. Picked up breakfast very good, had lovely coffee from the machine in reception . Had nice meal with family that night at the Queen Adelaide pub next door.

Nothing.

I liked the size of my bed. Thats all.

We booked a twin delux room 19 at the orchid hotel in Epsom. The room was dated and needed upgrading. The bathroom was in a very poor state of repair. There was brown mouldy parts around the bath and toilet. The toilet was leaking under the lino and it squelched when we walked on the floor. It had been leaking for a while as it caused pot holes under the lino, which my elderly mother who uses a stick, tripped on twice. The sides of the lino were stained grey. The wood and pipes behind the toilet and bath were black and rotting. The bath had a grey stain all the way down it and the plug hole was filled with grime and slimey gunk. The tiles on the wall by the bath had been patched up. We could not change rooms as the hotel was fully booked. I even had to ask for a bed side table as it was missng from the room. I tried many times to speak to a manager. When checking out I asked for a partial refund and was told the operational manager would phone me that aftetnoon or the next day. I am still waiting for that call. It was a health hazard, a health and safety matter, and although the 2 staff were pleasant.( I showed them photos and took them into the bathroom) all i got was complimentary bottle of water.

Nothing

The staff were unhelpful , said breakfast finished at 09:30 yet the paper work said 10:00 Sundays. No air conditioning and we were in the loft rooms so unbearably hot. Breakfast was in a carrier bag to take away and was revolting . Obviously has not been decorated since they took over from premier inn , everything still purple , bathroom mould on the walls and floors AWFUL experience

The staff were very friendly on arrival

I did not realise you had to order your breakfast at reception as they have no breakfast room at the hotel.. And no choice of food on it only a blap water or juice.. We picked baps and water and the bottles of water were like as if they came from an oven..the heat in this hotel was unreal no air-conditioning even though fans, were supplied we had only a velux window for air.. I, would not recommend this hotel as it is too far out of Epsom centre and needs updating. . It felt like the heating was on all the time and very sickening to be in.

The breakfast wasn't nice and basic. The room was very basic The pillows were uncomfortable

The location

The staff weren’t helpful at all. Asked for an iron and board and they said they didn’t have one in the whole hotel. Our room was near reception and during the night there were kids running up and down the corridor and kept trying the door to get in and reception did nothing Also the people above were running around like elephants when we raised this nothing was done

close to town and attractions

pillows where lumpy like had rocks in them asked for new ones was given folded sheets to use the temperature was 30 in the room 1 small fan so noone had any sleep that night but other rooms fave AC this should be in all rooms no fridge in the room surly this is standard now room so hot cant keep anything cool breakfast was disgusting dont waist ur money and add it on there is a cafe 2 mins away with great good it was yoghurt one had exploded with the heat and veggie sticks in a roll

Close to the train station Stoneleigh Family room

Mattresses old and worn out, old carpets Narrow room, only one hook for towels which can be tricky considering we were a family of five No proper breakfast

It was close to our next day activity

No ac, very noisy, mattresses were terrible and the packed breakfast was undercooked and disgusting the yogurt was off. Very disappointed

Quiet. Safe. Good location. Clean.Comfortable.

I did know when I requested an upstairs room that it would be warm- thermostat said 30 degrees for most of the night (this had been the day time temp). This may be something that other travellers wish to consider. Front of house staff member was less competent than on my previous stays but trying to be helpful. Maybe a training need.:)

Breakfast was a little disappointing, there no dinning room and you had to order the night before. The taps in the bathroom didn’t turn off unless you realy forced them, then my wife couldn’t turn them on. The heater in the room was badly dented. The mattress on the bed was very noisy and the room was very hot.

Staff were very friendly and the location suited us as it was in walking distance from the relatives we were visiting. The hotel is reasonably quite for saying it’s located on a busy duel carriageway.

The size of the room was nice

Felt the room was in some need of TLC (updating) as certain things looked worn out. There wasn't enough breakfast options for our little girl we had to go next door to the pub so she could have a proper breakfast. Which is totally unfair on her plus what you are paying for the room we expected much more.

Beds were terrible our daughters bed was really slanted how the hotel think this is acceptable I don't know she had to stay in bed with us, breakfast stated included in your stay and we was given a microwave bacon roll which I did not see stated anywhere when booking Bathroom was absolutely disgusting mold everywhere and grime

Bathroom Beds Breakfast

Vriendelijk personeel

Vieze meubels

Location was lovely

One of the beds were broken Far too hot with no air con Bathroom was decorated very poorly the bathroom floor was dirty

Location was good for our needs

Basic and looking tired and shabby

The place was spotless staff very friendly and helpful For the price amazing . Fantastic location. Also can walk straight into the Beer garden of the old Adelaide. Just amazing John Youle Isle of Wight

Nothing

Horrible place... was surprise to be there.. i did not fell staying. Not matched to the expatation. I did not stay as place was not up to mark. Still they cut my first night charges.. need to refund the money.

Every thing.

Very nice

The breakfast could have been better

Beds were comfortable. Room was very clean. Good supply of tea/coffee.

The hypnos bed kept moving across the floor every time you moved on it as it had wheels on the bottom. Would have been nice if there had been cold water available all the time so we could fill up water bottles etc.

Nice big room , fan in room , vidia the receptionist was excellent always smiling very and very helpful , will definitely visit again

Disponibilité et surface de la chambre

Mansue de climatisation. Robinetterie du lavabo dépassée mais fonctionnelle.

Kamers zijn lekker groot en alles was schoon.

Alles was zeer verouderd. Met name matrassen en badkamers.

Very good value, nice staff, easy to find

Bathroom needs an upgrade. They know, and have a rolling programme.

Over priced with nothing to offer

Every single thing

Friends staff , always smiling , nice room , excellent breakfast

No C phone charger port in room & no toilet brush

Nice and central on a bus route

It hadn’t got any air conditioning only a plug in fan .. very hot couple of night so left one night earlier ..

We stayed with you about 2 years ago and the pub next door we could get an evening meal and breakfast which was ideal for us ..I know its not your fault but it was so convenient ....

Nothing really other than we would like to have a meal and breakfast .....every thing else was satisfactory ...thank you ♥️

El personal, la tranquilidad y ausencia de ruido y las camas me parecieron lo mejor de la estancia. Los recepcionistas muy amables y ayudando en todo. Las camas maravillosas y no hay nada de ruido en el hotel.

Un día descansé hasta más tarde, las 14h, y colgué el cartel de "hacer mi habitación", y el personal de limpieza no me hizo la habitación. La verdad es que al informar al recepcionista, este me pidió mil disculpas y me facilitó toallas limpias.. pero la habitación estaba sin hacer.

Location

Bathroom taps wouldn't turn off - had to ask for toilet paper only a little was left in the room. Room was extremely tired. Couldn't fulfill breakfast order on one day

Nothing

Everything

Everything

Nothing

Breakfast was good enough and beds were comfortable

The receptionist didn’t seem to know what she was doing, took a long time to come to the desk and then seemed away with the fairies. The bathroom needs a lot of work. Bath needs replacing as there are scratches in it. There was mould in the grouting. The shower head needs replacing. There is clearly a hole in the floor by the door under the lino. The bin hadn’t been emptied when we arrived. It sounded like there were people banging on metal outside our room.

Great location, nice and quiet at night even though this hotel is very near to a busy dual carriageway. We were met by friendly and helpful receptionist. Comfortable room with a fan thoughtfully installed.

Nothing .

Location was good for car travellers.

Do not have the breakfast offering,

Great friendly staff. Clean room. Good location and lots of parking.

Friendly staff. Great location

Very worn mattresses. Tired decor. Poor breakfast.

It’s a small hotel with lovely staff

It would be nice to have air conditioning but then how long is England hot

Chris is a amazing member of staff every time I pop out to have a cigarette he is always cheerful and is constantly cleaning and always busy I think he is a great asset to the hotel and team

Just what we needed for s short stay when we went to Chessington! It was clean, had comfy beds, fresh towels and very quiet. The pub adjacent was useful (used each day), not far from a nice Thai restaurant as well and no problems witth parking. Only down side was the heat!! We couldn't work the aircon system to get cold air and the fan provided wasnt helping. The weather had jumped up several degrees at the time of our stay tho, typical of end of May/beginning of June :)

It was close to chessington

Where do i start, staff was rude on arrival, then entered the room close to the bed looked like a man had finished himself off on the wall which hadnt been cleaned at all as it was still there picture provided and it was filthy bathroom was disgusting if it wasnt for the fact i spent 10 hours driving in a red hot car i wouldnt have taken a shower, there was no hair dryer and the women thought i was lieing so entered the room looking through my stuff like i had stolen it, when i wanted to use it for my childs hair if there was one ofc i would have used it, then asked regarding breakfast i had a 2 pound off voucher they provide and she didnt use it. So 12 pound for rock solid food my child didnt even eat it sausages burnt cob couldnt even bite through it orange juice was near sell by date and pan au choc was disgusting aswell and close to sell by date. Bedding was dirty after you took the duvet back so left the duvet on and slept on top disgusting is giving some form politeness to this place. Would i ever stop again would.need to change alot of things put it this way it needs looking into how that place is. Rude night staff and gentleman that checked us out at the morning he knew i wasnt impressed after i asked where there was a restaurant so i could get my child something to eat as breakfast here was rock solid he said cafe down road went down the road and it was dirty as the hotel so would rather go to mc donolds. I would sersouisly look into staying else where, whilst i was there i heard a call from one customer a lady with children and she brought a cot through booking.com and they couldnt even provide that, telling her she didnt look properly and it must be in the room spoke to the lady and her husband and she said her child had to sleep in her pushchair and her other children had to sleep in theres aswell. Disgusting how they treat people. The night lady rebecca went through my personal stuff like i stole a hair dryer its disgusting.

Everything was ok

Nice staff. Thanks for letting us check in a bit earlier, it really helped after a long journey! Nice and clean too! Free parking close by. Handy to have nice pub to have refreshments & watch sport next door:)

More sockets by the bedhead. We were on the ground floor. You could hear very heavy boots from ceiling getting up early. Would recommend tradesmen stay on ground floor and holiday makers on the first floor rooms or get sound proofing:)

It was just as seen. A nice little hotel fit for purpose. Chris on the front desk was amazing and helpful.

Cobwebs on the lamps next to the bed. The cleaners need to make sure they clean things like that.

The Staff were nice helpful and polite

I stayed in room 19 the mould in the bathroom is appalling which makes the whole room smelly. One can easily fall ill

The room was very clean and comfortable, chris and Rebecca were very welcoming and helpful

Staff response

They didn't provided dental kit.

The staff at the hotel are all friendly and super helpful. Conveniently next to a lovely pub for dinner and drink in the evening.

Firstly I understand the hotel is 3 stars however I was very disappointed with our room. We have stayed before and it was not as bad as this. I have attached pictures of our mattress and the state of the bathroom. Everything needs a lot of renovating. The floor was bending and felt very unstable. The bathroom needs a complete refurb. The mattress needs to be disposed of immediately. Thankfully I didn’t see it until the morning otherwise I think I would’ve slept in my car. The room was hot. Thermostat said 25’c. No air con available just a broken standing fan that did not really do anything. Hairdryer was a travel sized mini that was secured to the wall leaving you about 30cm of cable and no availability to a mirror. The ‘finishing touches’ were not really there. The plug socket upside down left me thinking for hours who and why would someone do this.

Easy to find, east to park. Good value. Comfortable conveniently situated next to a pub and a petrol station with a well stocked shop.

Very friendly helpful staff. Great location for the train and allowed to leave my car there while travelling into the city.it

Was greeted with a smile nothing was too much hassle for the staff who were extremely friendly and welcoming the room was large and clean and considering the hotel is near a busy road got a good night's sleep as it was so quiet coffee machine in the lobby was a welcome bonus will definitely stay again

- Good price and free parking - Overall, it was a decent place with pleasant staff

The hotel looks tired. Not destroyed, but it was in its prime 15 years ago.

Place was dusty and basic cleaning done. Bed base was ripped . Painting needed touching up

We was at a 70th birthday party and it was just right ✅️

In the middle of the night the smoke alarm kept going off

Nice reception staff room was a good size

Could have been a bit cleaner

Bad alt

Nothing. The hotel refused to cancel our booking after misleading information about their breakfast. We did not attend / stay at the hotel.

The hotel refused to cancel our booking after misleading information about their breakfast. We did not attend / stay at the hotel.

Location and friendly staff

No air Conditioning. It was a hot weekend !

Plenty of free parking

The room was 27 degrees and there was no cooling/heating system. We left the window and fan on all night but it only managed to get to 24 degrees. As we were on the first floor there is only a roof window so leaving this open meant the sun was also in the room by 4:30am. Only electricity plugs were on desk, not near the bed. Bathroom was very worn and needs a refresh

Spacious, clean room; quite comfortable beds; coffee, tea in the room; very friendly and helpful staff; 24/7 reception, parking at the hotel, restaurant right next to the hotel, quite a quiet place

The equipment could be supplemented with a mini fridge

Handy location, plenty parking, pub next door, good overnight stop

Plug jammed in sink, bath/shower in disrepair. Ok for the price though.

The location to pub next door And pub next door now has sky sports

Beds were comfortable good parking

Tired

My Room was so hot I couldn’t sleep

Desk staff was top notch. Very nice and very helpful. A pleasure. Shower was one of the best I had.

Nothing

Beds were comfy. Staff was excellent, very friendly and rooms were clean.

Pillows were a bit flat and renovations in the bathroom could have been done with more care, grouting on the tiles were poorly done ( not cleaned off)

good

good

Quiet, convenient to Queen Adelaide pub

N/A

The lady behind reception was great. Friendly, hard working, really helpful.

Rooms were pretty shabby, carpets weren't very clean. Breakfast was a bit disappointing.

It was a good location and not too far away from Barnstead, which is where we had the party.

There wasn’t anything I didn’t like it was perfect for what we needed.

Very friendly and helpfulfront of house staff

Nothing

Good location for visiting family.

Bathroom was not clean, dated room. Breakfast options very limited. Car park very full. Could hear lots of noise from other guests.

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