Orchid Hotel, Epsom (Surrey), Sure Collection by Best Western

The night staff who greeted us were lovely. The young lady and Chris were exceptionally polite and helpful. The rooms were poor, though: just one pillow per person, no air conditioning, and no fridge for drinks or medication, which felt essential during a heatwave. Breakfast has to be pre-ordered for collection or room delivery, with one item per person, and really wasn't worth the price. The pub next door seems the best thing about the location. I wouldn't book again, as there are better rooms in the area for the same price.

Rebecca at reception made a real difference. She was warm and attentive when I arrived, made check-in smooth and stress-free, and stayed approachable throughout my visit, answering questions and offering help with a positive attitude. Her kindness and professionalism made the service feel personal, which you don’t come across every day. The rooms were clean, comfortable, and well maintained, and the hotel felt calm and welcoming after a long day out. I had a really pleasant stay in Epsom and would happily recommend the hotel, especially because of the excellent staff and Rebecca.

SURPRISE, this little place was brilliant! The ORCHID hotel is tucked behind the hotel, next to a great convenience store, so the location is handy. Even on the hottest day, they’d put two fans in the room. Our wonderful receptionist Vidya deserves a pay rise. She makes fantastic coffee and is great to chat with. If you need somewhere for a night or a few days, you’ll be well looked after here, and the pub next door has a good bite to eat.

We left at 1 am because the mattress was yellow and stained. The room was advertised as deluxe, but it was nowhere near that: really dated, with no sockets by the bed for charging phones, a torn and stained bed frame, and no extra pillows as advertised. The bath was stained too and the bathroom badly needed updating. We paid for two nights and called to ask for a refund, but were told we wouldn't get our money back. Think carefully before booking.