Orchid Epsom, Sure Hotel Collection by Best Western

From 14th to 16th Aug. Myself and my elderly mum of 86 years stayed in a twin delux room 19 at the Orchid Hotel Epsom. The bathroom was in very poor state of repair. There were brown mouldy marks around the toilet and bath. The toilet was leaking and going under the lino. It has obviously been leaking for a long while, as the floor under the lino was uneven, with pot holes and squelched under our feet. The edges of the lino were stained grey, and the wood and pipes behind the toilet were black and rotting. My 86 year old mum uses a walking stick and tripped twice on the pot holes on the bathroom floor. The bath has an old grey stain down the middle and the plug was filled with grime and slimey gunk. The tiles on the wall had been patched up and the handle and taps had black around it. We could not change rooms as the hotel was fully booked. I even had to ask for a bedside table as it was missing and had to wait until the next night to be given one due to rooms being fully occupied. I reported to a female staff and showed her the bathroom. I reported to a new male manager and showed him the bathroom. I asked for a refund as it was a health hazard and my mum had tripped twice.  He gave us 2 bottles of complimentary water and said the operations manager would contact me on the monday when he was in work. 22nd Aug, I phoned Orchid Hotel and I was told room 19 was now out of service. I was pleased and hoped the bathroom would be refurbished and toilet repaired. But i had booked a twin delux which ended up to be a health hazard, and put my mum at risk, it was certainly not a delux room. I sent the operations manager photos and he emailed me offering 25% discount on my next visit and one complimentary breakfast, which by thecway is a grab and go.

An excellent overnight stay. Clean comfortable spacious quiet room. Good pick up breakfast. Staff very welcoming and helpful. We had a nice meal with family at the Queen Adelaide pub next door. We will stay there again next when we visit family.

Great location, nice clean and quiet room, and lovely staff. But, we didn't spot that breakfast is brought to the room, it was very limited choices, and the sausages in the sausage bap tasted cheap. Also didn't expect the bun to be toasted which one of us doesn't like. Pub next door does nice meals and have nice staff too.

Stayed for 1 night before going to Chessington world of adventures with my daughter. Slept well! Check in and out was great thanks to Rebecca. Very helpful

This hotel was awful, the first room I was shown to was unusable and still dirty from previous guest. I got shown to a second room and was told this was best available even though there were stains on walls and an awful smell. I was awoken by banging on my door at midnight and there was no one on reception to deal with the issue. When I complained the next morning I was told there was no manager and I would have to wait. I had to leave for conference I was attending so checked out to find some where better instead of staying the full 3 nights. Repeated complaints with hotel, managers and corporate have been met with nothing helpful. Avoid.

Vidya was a very refreshing change to the normal late evening hotel check in! Happy upbeat and professional! A breath of fresh air Thank you Vidya

Staff dont talk , the rooms are so called meticulously cleaned yet theres bits of dirt everywhere, spider webs on the ceiling and the decor is very outdated and run down not worth the time of day

Unfortunately, I stayed at the Orchid Hotel in London, which appears to be an old former Premier Inn, and it was one of the worst hotel experiences I have ever had. This place should honestly be shut down. False advertisement using the pub next door to make it look better. The hotel was filthy, damp, and covered in mould. There was a strong chemical smell throughout, clearly being used to try and mask the serious damp problem. The carpets were old, wrinkled, and dangerous, creating a clear tripping hazard. They were covered in layers of dust, dirt, and hair, showing they had not been properly cleaned in a very long time. The furniture was broken, the bins were dirty, and the toilet had disgusting brown drips running down it. The first room we were given was completely unacceptable, with pubic hair left in the room, making it obvious that basic cleaning had not been done. The bathroom floor was soft, bouncy, and felt unsafe, likely due to rotten floorboards underneath. I was staying with my family and felt so uncomfortable and concerned about hygiene and safety that we had no choice but to check out early. Despite these appalling conditions, the manager refused to provide any refund to allow us to move somewhere else- which was completely unacceptable and extremely unprofessional. Breakfast was just as bad — a poor excuse for a meal consisting of a microwaved bread roll with bacon. It was cheap, low quality, and embarrassing to even call it breakfast. This hotel is a health and safety risk and should not be open to guests in its current condition. I would strongly warn anyone to stay far away and book elsewhere.

We had a very nice stay at Orchid Hotel. My family has stayed a few times over the last months, and we have always had a good experience. This time, a special thank you to Rebecca, I believe that was her name, who was lovely throughout. She was friendly, polite and very helpful, and made a great impression on us. Thank you again to Rebecca and the rest of the team. We would be happy to stay again.

A quiet, comfortable and friendly place to stay. Will definitely go there again. Excellent value.

Booked last minute for a family room,use Best Western hotels wherever we can.Chose Epsom as doing an activity nearby.Lovely lady on reception,polite and helpful,dealt with check in and breakfast order efficiently as we had two Grandchildren with us. Room was very nice,smelt lovely and the children each had a seperate bed in the family room which was great.Both slept like logs.Very clean with everything you need for an overnight stay.Really quiet even though next to a pub/restaurant.Did not hear a thing. Breakfast is chosen on arrival as there is no restaurant,and we had ours delivered to our door at the time we arranged.Gentleman who brought it was polite with a happy smile,very refreshing.Could not be more helpful. Exceptional value for money,we will definitely be booking again in the future.Thank you everyone for making our stay so pleasant,

Wow, what a find. An ex premier inn at half the price. Large, clean comfortable rooms with the grab and go breakfast a nice touch. An extremely friendly, courteous and committed manager.

Oh dear. This hotel really was as bad as the recent reviews. Wish i had read them before i went 🤦‍♀️ You think you are staying in a Best Western and that there will be a certain standard but this is a private hotel operating under the name. The photos others have posted were similar for us. The rooms are neglected, this isn't a housekeeping oversight, the dirt and dust especially of the carpets have been there a long time. The door looked like it had been jemmied several times. There was a general air of neglect. I specifically requested a room with a shower. This had been recently installed, so read modern but the tiles had not had the grouting cleaned and there was a very dubious looking brown streak down the tiles. The shower tray was large but about 6 inches off the ground, no grip rail or anything and a very smooth so slippery shower tray. A grubby grey rubber mat on the shower tray was clearly there to prevent accidents but (and i kid you not) standing on it produced such a smell of urine that we ditched it, preferring to take the risk of a slip. There was a letter in the room from the Operations Manager saying if you are happy please do a review, if not please contact us. But it just gave a number for reception, the Ops Manager was away apparently. The reception staff were polite and helpful but this needs management level to sort out

Issue 1: I made my booking via their website on 18/12/2025 at 21:26pm. A discount code was advertised and accepted initially, but was removed at the point of payment. At 21:29pm - just three minutes later - I emailed the advertised email address ([email protected]) explaining the issue and requesting either a cancellation so I could rebook correctly, or a refund of the discounted amount. I received no response whatsoever. Issue 2: The following morning, on 19/12/2025 at 10:32am, I telephoned 0208 394 3800. The call was unanswered, so I left a detailed voicemail including my name, booking reference, and mobile number, requesting a return call. No one contacted me before our arrival on 26/12. Issue 3: The condition of the room was completely unacceptable. The level of dust and general lack of cleanliness is indefensible. Our four-year-old daughter, who suffers from asthma, was staying in this room and was therefore exposed to a visibly unhygienic environment. This is not a minor housekeeping issue — it is a serious failure in basic standards of care. For context, I own and operate a commercial contract cleaning company. If any of my teams delivered work to this standard, I would be utterly mortified. I sent a detailed complaint to Akhil the Operations Manager, who initially offered me a complimentary breakfast on our next visit. I'm sorry but if this is the state of your bedrooms I will not be eating food from your kitchen! When I explained that I would not be returning and that the offer of breakfast was an insult and dismissive of the level of cleanliness, I next received an offer of a discounted room on my next stay (even though I stated twice I would not be returning). His emails are generic, not personable and are simply ‘copy and paste' jobs. The suggestion that such conditions can be dismissed with an offer of a free breakfast or a discounted room rate on my next stay as a "gesture of goodwill" demonstrates a complete lack of empathy and understanding of any of the issues raised, which is a problem in itself. I paid nearly £100 for this room and I wouldn't leave a dog to stay in there. When I requested a refund in the morning I was told by the girl on duty that I had to put it in writing. When I put it in writing I was told by Akhil that because I didn't raise it at the time I can't have a refund. Complete BS. This place is a disgrace and the staff are unhelpful.

Excellent hotel. Clean and well appointed rooms. Pub and other eateries in walking distance. Free parking. The staff are absolutely excellent. Friendly and professional. Breakfast is fine - Bacon, sausage or veggie bap plus snack and a drink . Will stay again for sure

The hotel felt seedy, it was not a place I was happy staying with my family. Air conditioning in out room did not work, emails to the manager were not responded to because "the email is no longer in use" but the email address is everywhere. Woman on desk did not care that we were given a poor service and breakfast was not booked when it should have been. It was over priced for what it was. I was glad to leave.

Very friendly staff lots of free parking , pub next door, clean rooms, very comfortable bed and decent size room. Coffee and bacon bap for breakfast, before we went out. Lots of places to eat nearby and shops near by. Lots of places to visit. Would stay again.

Nice food, affordable prices, very friendly I was there many times in the past, will go again Very very good food with friendly stuff Strongly recommended- STANDING

The staff at the Orchid are exceptional. Everyone extremely friendly, especially the lovely Darsini whose warm welcome after our long journey was great. Breakfast delivered to our room was hot and tasty. Nothing to find fault with except that the room was a bit tired and the bathroom needed a refit.

The hotel was excellent, clean and staff were very friendly. It is located immediately behind the Queen Adelaide pub, which in convenient for meals

Situated behind the Adelaide pub, initially we were a bit concerned but a warm welcome and a clean room soon changed that. The food in the pub was excellent- clearly a “locals” pub with young staff who were great. The room was basic but had all we needed and the shower was hot and very powerful which is always a plus. Good value, soft comfy bed - only downside was noise from other guests arriving and upstairs.

Excellent staff & comfortable stay overall perfect for my business trip nice and local for me to get to my destination on time

Excellent place thanks staff superb everything thanks, excellent location, lovely place close to transport system... excellent pub next door

We found the Orchid hotel to be basic, but value for money. The room was spacious and clean. The staff were pleasant and helpful. Would stay again if we were in the area

The staff were very friendly and helpful, very keen to help me all they could. But, it has to be said, the hotel itself needs some improvement. The room was extremely warm, and although they provided fans, that didn't help as it was just blowing hot air around. The other thing I didn't like was that I had no daylight. The dorma window had a blind stuck to it that couldn't be opened…… I see some other reviews have mentioned that breakfast is available in the pub next door. It woukd be helpful to know what time the pub opens so I could have used that option. But overall, it is a budget hotel with lovely staff and free parking and is excellent value for its location.

The customer service was Excellent. Darsini looked after us on arrival and during our stay. She was very efficient and nothing was too much trouble. We also dealt with a gentleman on reception when we left, he was friendly and efficient also. We had a comfortable stay and will definitely be back again. Thank you.

This was the first time I've stayed at this Hotel, everything was great room was lovely clean and very comfy, the staff were great especially the gentleman Hotel Manager and on reception Darsini was fantastic, really helpful and so knowledgeable for all my needs and such lovely person, I've already booked another stay there , was really pleased with everything and in future it's nice to know we might be able to have a cooked breakfast,