Thatcher's Hotel - Surya Hotels - Leatherhead

Raquel H.

Exceptional Hospitality and a Truly Comfortable Stay

We visited the hotel for 3 nights for a company conference which was being held there. It was just over an hour from London centre on the train, or uber so we took the advantage of going into London centre while we were over there.

All of the staff at the hotel went above and beyond to make our stay as comfortable as possible. From the warm welcome we received at reception very late on, after a long and difficult journey, to the attentive and efficient food and beverage team, every interaction was a pleasure.

We were honestly pleasantly surprised, this was one of the nicest experiences we’ve had at a in this country, and we’ve stayed in many hotels here. The level of service and genuine hospitality really stood out.

The hotel has been recently been refurbished and although it hasn’t lost its traditional feel, it feels lovely, clean and modern. Our family room was very spacious! It was probably one of the hottest weekends of the year, so we were relieved to find a decent fan in the wardrobe which kept the room cool. The beds were really comfy and it was nice that the extra bed wasn’t a sofa bed, as our daughter is nearly 18.

The room for our conference was lovely with a stunning balcony which elevated the room and the food was excellent!

Highly recommended!

Goatersrd

I had a refurbished room booked & paid for in full for my Dad for 2 nights with breakfast. Only condition I stipulated it had to have a shower, he has mobility difficulties & cannot use a bath. Confirmed this essential requirement when booking & followed it up on the morning of check-in to remind & confirm. Assured all was understood & a correct room with a shower was held.||Arrived 8.30pm to check-in. Was shown to an old room with a bath, no good. Went back to reception to get the correct room (refurbished & with shower). Lots of tapping away on the computer, total acknowledgment of the notes on the system advising must be a shower & the email confirmation confirming all in hand but no room. A manager came, looked at the screen & then told him he had not only didn’t have a refurbished room with a shower, but he didn’t have any rooms with a shower or any other rooms. The hotel was full but he’d like to give him a bottle of wine for his trouble. Nothing else, just tough! No room - not my problem.||By now it was 9pm & I had to try & find another hotel with a vacant room with a shower for my 83yr old father. No offer of any assistance from the staff to find an alternative or offer any meaningful help, just a stupid bottle of wine which was greeted with the disdain it deserved. Bet it’s the same sad bottle of plonk they offer to all of their disappointed guests.||My 83yr old Dad with his walking sticks & suitcase had to leave reception & work out a solution.||This place is an absolute dive. Have emailed the MD to see if he’s happy with the performance of his hotel, but no reply at all.||Lower any expectations you might have & then lower them again; this place is run by clowns.

Tracy R.

Lovely hotel. Our room was lovely and clean. The bed was very comfy and we had a great nights sleep. Tea and coffee making facilities in the room but only full fat milk. We attended a family event with a buffet which was outstanding, a great food selection and very plentiful. The staff are great and nothing is too much trouble. I would certainly stay again

kevinlV1616ZN

Our stay here was not acceptable. We pre-paid for a two night stay returning on 20 June.|We were given room 610 and were amazed to find that we were staying in the middle of a building site. Upon entering the room, the noise from drilling was overwhelming. When I checked, they were re-wiring the very next room!|We asked the receptionist to move and she politely said that there were no spare rooms. We asked her to move us to another hotel at which time she moved us to room 410. Although not as bad, the noise was still very disturbing. We have recordings of the noise taken from each room.|There are signs in the hotel apologising for the work, -all well and good, but the noise persists. We were not told before arrival about this nor were we told that we would be put in a room in the middle of all the work. In my view, the hotel should close the area where such work is being done.|I have written to a Managing Director of Surya Hotels asking for his comments and a form of compensation.|Hotel is in lovely grounds, the vast majority of staff were polite and courteous at all times. The bar and lounge area is particularly pleasant and with the warm evenings, we were pleased to take advantage of the lovely gardens. There was no hot water in the room or 'bar' toilets for a while one morning.|We would return if we knew there was no work being undertaken at the time.

johnmU1965MO

A stay with many issues as follows.|1. The room was unbearably hot. We asked if anything could be done and was supplied with a fan that wasn't fit for purpose.|2. The hotel is going through an upgrade which is needed as our room 519 was in need of one! As a result of the upgrade going on the hotel is dusty and a bit chaotic.|3. Breakfast. We were greeted and seated and received coffee (not nice). I order was taken. After waiting a good 45 minutes and noticing that other people who had arrived after us were receiving their breakfasts we enquired where our was. At this point it seemed like pure chaos and we didn't have time to wait for it to made so we left hungry. We were told to get a refund at reception.|4. Reception. A non managerial young lady said she couldn't deal with a refund but scribbled on a bit of scrap paper for a manager to deal with later. So no refund at the moment for a breakfast we didn't have and the only hope of getting one is note scribbled on a bit of scrap paper.|5. Checkout. No one at reception at and no manager available to deal with our refund.|I really hope the hotel can get some order in this business otherwise I fear for it's future and the jobs it creates. I would like at the very least a x2 breakfast refund.

Carrie B.

Given a room with workmen overhead refurbishing rooms so noisy at times and overheard manager talking to reception about not selling rooms and remarked we were in one of those rooms He replied they'll be done at 5 pm let us know if they're not!
Were not offered on booking to change room (as the price was very reasonable for the stay with breakfast included) Room was tatty especially around the shower in bathroom Ugh!
We understand rooms are being done up but expected to be advised of this and offered alternative, and we had already settled into the room on arrival and hadn't seen rest of hotel until dinner.
Rest of hotel bar , restaurant etc was very nicely decorated with nice furniture
Dinner was ok the main meals were good Not so much starters and deserts
Breakfast was lacking choice and hot meals came out rapidly after ordering so hadn't eaten cereal etc! Cooked breakfast was average.
Staff were all friendly and attentive and parking was free for guests

M6152TFvictorm

We stayed for two nights. Turned up for breakfast the first day and there was a long queue and they just couldn’t cope with the numbers. It took about 45 minutes to be served and it disrupted our plans for the day. I understand that there are peak periods but had they more staff it wouldn’t have been a problem.||We turned up that night and despite telling the receptionist and leaving the “please tidy room” notice our room had not been cleaned |It is really disappointing to turn up to your room and find that it hasn’t been freshened up and cleaned.|Overall the place seems to be understaffed. Not worth the money we paid

Frinky73

Wonderful hotel. Staff were really friendly and couldn't have been more helpful. Room was also really comfortable and clean - best night's sleep I've had in a hotel for ages. ||Food was also really good. Will definitely stay here again when I'm next in the area for work.