Stanhill Court Hotel, a member of Radisson Individuals — Hotel in Mole Valley

Normally I would ask the general manager (GM) for help, to give him a chance to fix an issue. But having tried once and failed I write here. I suffer from a medical condition (hyperacusis, excessively sensitive hearing) which I stated at the time of booking, requesting a room in a quiet area of the hotel, on a high floor, away from lifts and stairs and public areas such as bars and music). On arrival I was shown my booked and paid for Signature Room – but on the ground floor next to wedding reception. I refused it and asked the receptionist to contact the GM for a solution. The GM offered a half price room in an attic, much smaller and not a Signature Room. I said I could have gone to any hotel for a small attic room. As the error had been on their part, the least they could have offered was a complimentary room in the attic at that point in time. The GM argued there were absolutely no other Signature Rooms available. The receptionist mentioned they had to pay 35% commission to the agent so could not take the hit of a loss. My partner did not want an attic room. This was a birthday treat for my partner. Eventually the GM did offer another Signature Room but on the 1st floor. So I was eventually forced to choose between the attic room and a Signature Room on the first floor which was in vicinity of the downstairs wedding lobby, by the stair well, with another floor above my room (everything I had asked against during my booking - a right recipe for noise). What a choice. My partner wanted the 4 poster room and it was her birthday after all. I was assured by the receptionist the wedding closes at 12 midnight, so in an attempt to be fair and reasonable I agreed to accept the room on condition if noise disturbed my sleep I could seek redress. The receptionist declined this request directing me to a generic email address (not the GM’s email as I requested) to raise an issue if I was disturbed during the night. In fact my partner and I were both awoken at 1.30am which went on till gone 2am and I struggled to get back to sleep thereafter, and contrary to their published literature the hotel IS under the flight path, to which I awoke at 6am. I don’t expect to be marginalised by the GM for raising my medical issue, not least of all for a hotel selling rooms at a published price starting at £356 per room for bed and breakfast. Our night and the next day was totally spoilt because of poor sleep and poor mood. Also we were also disappointed that the breakfast had been re-located without notice to a conference room, not the Orangery as advertised. The room was make-shift. It was a relatively paltry breakfast compared to similar hotels, with flask coffee being served on a buffet table. Having requested GM’s help once, I see little point in referring to him again through a generic email. I know problems can arise and you judge the quality of a company on how they manage difficult issues. I know no guarantees are ever given by hoteliers but which room can allocated, but at the very least they could have written to me if there was an issue ahead of our arrival or we could have been managed with a little more genuine attention and care. After all, my condition is a medical disorder and a key feature of a hotel is a good...

We were incredibly disappointed with the service at this hotel. We stayed for two nights following our wedding, which took place nearby. Initially, we tried to book the bridal suite, but it was already reserved for a wedding at the hotel. We contacted the staff to get recommendations on other rooms and even visited in person to view the options before making our reservation. Before our stay, the staff were very friendly and helpful. We checked in after midnight with a keysafe and, the next evening, I mentioned to the man on reception—politely—that we had just gotten married and asked if there was any note on our reservation about it. He checked and said there wasn’t. I explained that we had visited prior to staying, tried to book the bridal suite, & left a note on our booking and so I was surprised there wasnt a note. In a light-hearted manner, joked, “I thought there might have been a towel swan on the bed or something like that.” To my surprise, he responded very rudely, saying, “We don’t even do that for people who get married here.” I was stunned by his abruptness and couldn’t believe how dismissive he was. I let it go, assuming that it might just be the hotel’s policy to do nothing special for occasions like ours. However, upon checking out, I brought up how unbelievably rude the male receptionist was to the manager. He told me he had already spoken with his staff member, who claimed I was an “angry guest.", however was much more accommodating and heard my side of the story. The manager admitted that they should have done something and, in his words, “It doesn’t take much to put a bottle of prosecco in the room.” (which is all I was hoping for in my initial response to the receptionist). After our conversation, he asked my husband for his email and assured us that he would “put things right.” Now, over a month later, we still haven’t heard anything. This experience has been extremely disappointing. The way the staff member spoke to me made it seem like I was being unreasonable for even hoping for a small gesture—like a towel swan or a simple congratulations note. I’m not usually one to write negative reviews, but this is totally justified in that we gave the hotel the opportunity to make things right, and they didn’t bother. You only get married once, and it’s a shame that our stay ended up feeling so underwhelming. The room was ok, breakfast was also fine with plenty of choice. The setting & gardens are lovely. (In contrast, we went to the Cotswolds for a couple of nights for a 'mini moon' and they were so lovely in congratulating us that they upgraded our room just from overhearing us saying that we needed to send our thank you messages to our...

This place is awful. Avoid.

I am currently lying in bed at 00:20 listening to the loud and sometimes shouting conversations of hotel guests in the lobby and outside. You can't post videos on Google reviews, but you can be sure I'm sending them to management.

My room is right on the lobby - there are about 10 rooms right on the lobby. We also overlook the entrance to the hotel.

There is a wedding happening which we are not part of. We therefore have noise on both sides - from people at the wedding, and from people leaving the wedding.

I asked staff what they did to prevent noise. They said they did nothing. The hotel is not staffed over night to get people to be quiet. There is nothing stopping guests congregating right outside your room. And there seems to be no sound proofing. It is therefore dreadfully loud - as though these guests are IN my room.

When I asked staff to remedy the situation (move us, ear plugs, anything....), they said, "the hotel hosts events. You knew that when you booked." I explained that I've stayed at plenty of hotels that host events that manage this better to prevent complaints.

I asked the staff why they put us in these rooms right off the lobby. They said they were furthest from the wedding venue. I've walked the hotel and that's not true. The lobby is a thoroughfare for drunk, loud people.

We were also unable to use the terrace or bar for the hotel because of the wedding guests, meaning that we could only use the windowless lobby.

When I complained to the reception, he said that we would have been welcome to use the spaces. I asked him, how, practically, could we have done that, when there was no space, wedding signage everywhere, loud music blaring, photographers about, and you'd have to walk through the private function room to access the terrace.

It is normal for event hotels to have separate spaces for guests - this one does not.

The amenities are very poor anyway. The bar has no windows and is very modern. The gardens are small. The lobby also has no windows.

The staff have been unhelpful about this situation - and rude at times.

I would avoid this hotel. It is extremely expensive for the quality of service. An absolutely...