the management needs to evacuate us suddenly and they tried to relocate me with a similar hotel and make sure that the car park and bfast is also covered as the same package as in orchid

not enough staff to do cleaning

needs updating in many ways, air con was a fan, bathroom very old and well used. breakfast not great

The bed was comfy

Dirty needs a huge revamp. the bath was dirty the shower curtain fit for the bin. staff not aware of what to do. room not hoovered and wrappers under the bed. Way to hot was offered a fan that was so dirty I returned it don't think it ever been cleaned. Carpet in hallway had ripples in it to trip over. Breakfast doesn't state its grab a bag.

Secure parking and check in flexible

Being woken up at 11pm by the night manager to tell me the room had not been paid for and if I did not pay I and my family including a 2 Yr old and a 4 Yr old would be asked to leave at at late hour which was 2 1/2 hours drive from home when the person who booked the room was assured the day before that all was in order and paid for. Very angry at booking.com and best Western not being able to make the stay comfortable and causing anxiety to the guests.

staff

the bath was disgustingly dirty

good location. - young lad on reception very helpful!

breakfast appalling. bathroom rather aged!

Most staff friendly. Convenient location

Check in poor and unprofessional. Hotel didn't have our reservation.

convenient

It was easy to find

Had to clean the fan as it was very dusty and dirty

Good sized and well equipped bedroom and bathroom. Efficient and friendly reception service. Comfortable bed.

Problems with the delivered breakfast on one occasion. Breakfast did not match some items selected on the request form. Specifically there was tea instead of the coffee ordered, although had been assured the coffee machine was fixed the previous day. Also there was fruit yoghurt supplied which was not ordered.

Convenient

Assumed that there was a dining room

location.

very tired rooms.

No restaurant area and so breakfast had to be eaten in your own room.

great room and a brilliant pub next door

nothing

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.