Orchid Epsom; Sure Hotel Collection by Best Western

Location for Hampton Court was excellent. Room was comparatively large - but empty! Staff were excellent, & gave the impression that nothing was too much trouble. Delivering extra towels & coffee rather than making you wait in reception was really good

Whist the room was large, it felt empty! A sofa or an extra easy chair would make all the difference. Whist tea & coffee are available in the room, the real coffee machine in reception was out of order throughout our stay. I had requested a twin room rather than a double, but a double was provided. I didn't complain as it was no big issue. The Velux roof light set quite high with the sill above eye level, made the room a little claustrophobic, but again not a serious issue although it would have been useful to know in advance with the opportunity to have a room with a traditional window. A grab handle in the bath would be useful, or a bath mat, as the bath was very slippery away from the small textured area towards the plug hole.

Staff - very kind and helpful. The cleaning service was very good. Room dimension was very good. Location in a quiet neighbourhood. Nearby are a lot of food facilities and next door, there is a pub where we eat well and drink like English! :) Also is close to Stoneleigh train station - 10 min. to walk, from where you can reach all London.

Breakfast was unfortunatelly disappointing. It was served in the room and contain nothing. They gave us a list to choose what we wanted to eat, only cereals and fruits and eggs. They gave us what they had, eg: when we ordered eggs or hot drinks we got nothing, because they do not have eggs or the hot drinks machine does not work. Also they mixed the orders. Regarding the room, the bathroom had no good ventilation.

Staff were friendly and very helpful - the reception staff in particular really made us feel welcome and gave us plenty of helpful information. The room was clean and well-kept, and although there was no air-conditioning, the fan in our room was much appreciated on one of the hottest weekends of the year, which was when my friend and I stayed here. Good facilities in the room including kettle, teabags (which my friend appreciated with the many cups of tea he drinks!) and a television.

There's no breakfast included, but with the very reasonable price of the hotel for the location, this isn't too much of a problem. The breakfast was only around £6, or there's a very good café nearby where you can get breakfast for a similar price.

The staff were very helpful and friendly. Could not do enough for us. The location was perfect for our trip to chessington adventure park. The pub next to the hotel did lovely food. The shower was amazing. it was a very hot few days and we already had a fan in the room in arrival, we were able to keep our widows open which was surprising as the hotel is just off the main road. Had a brilliant sleep both nights...if we visit chessington again we will 100% stay here again. Also free parking was a fantastic bonus.

Honestly the breakfast was the only thing that let this place down a touch. It was a little confusing choosing the options, we didn't bother getting it on the 2nd morning. We do understand that they are already looking to improve the breakfast and they don't have cooking facilities on the premisis so they are very limited.

Staff at the reception was polite and extremely helpful and proactively took care of things without me requesting in spite turning up pretty late at night. Having someone at the reception throughout and their eye for customer care is commendable. Offer to deliver breakfast to the room was very welcome, especially since our check-in time was late and with kids. I would recommend Orchid Epsom for the families as I was offered a later checkout too by the receptionist having considered the late check-in (I had informed upfront about the late arrival). I wish more hotels have such a friendly outlook!

Perhaps the parking is too close to the rooms.

Enjoyed 2 night stay at Orchid in Epsom. Easy to find, plenty of free parking & greeted by hotel Manager who was very welcoming. Nothing was too much trouble & all staff we seen during our stay were very helpful & friendly.Room was great size & bed very comfortable.Definitely stay here Great pub next door.

Tiles in bathroom could do with good clean or regrouting in places. No plug by side of beds. Soap dispenser not well positioned above bath. When tried using soap went down the wall!! Luckily had some shower gel samples in bag from previous stay in another hotel & didn't use it all.

I liked that on a summers day a fan was blowing already in the room. Air con would have been great but fan was better than nothing. I liked that there was a bath which is so much easier with a young child. The beds were comfy and clean. The reception staff were great. Young Turkish lad. Very friendly, helpful and courteous. We also liked that there was a pub restaurant on the hotel door step.

The breakfast was basic but it was better than nothing. The rooms were hot but it we are in the middle of a heatwave. Need plug sockets next to bed.

I arrived very late at 01.00 and was very, very warmly greeted by the Manager and the Receptionist, both of whom were charming, helpful, kind and terribly thoughtful. I so appreciated it = Thank you very much. The room was quiet, curtains created a lovely dark environment at night. The bed was extremely comfortable with lovely cotton linen. Should I ever need to return, I would be very happy to stay over again. Keep up the good work and thank you again for all you kindness. As a lone woman, I felt very safe and greatly appreciated the staffs thoughtfullness.

Not at all applicable

Customer service exceptional - makes ALL the difference! Greeted well on arrival and met with great sized room with everything we could need. I picked a bag up off of the bed and realised a bottle of coke inside the bag had been leaking and left a huge patch on the cover (!) I quickly took the cover off (hoping the sooner it could be washed, the lesser the stain) and nipped down to reception feeling a little embarrassed. They instantly got another without hesitation for us, even offering to remake the bed. Coffee machine a great addition to reception and the "grab and go" breakfast worked well for us. Would recommend.

We stayed as a family of 4, the double bed and one of the singles were very comfortable, absolutely no complaints there - one single (a pull out, id assume) very uncomfortable though, son ended up sleeping on a couple of towels to try to lessen the springs in his ribs.

great location for what we needed, the you g guy on reception (long curly hair, sorry forgot his name…) was so pleasant nice! plenty of parking, big room and it was a quiet stay.

The only reason for not giving it full marks is that the bathroom door wouldnt close properly and there didnt seem to be hardly any plug sockets other than the ones on the dressing table to which we had to unplug things like the tv, phone and kettle to use them. There were no sockets by the bed or anywhere else for a large room.