Wotton House — Hotel in Mole Valley

never intentionally booked a UK hotel to stay in overnight, it was a last minute decision and was a great choice. criteria was swimming pool for the family, aesthetically appealing and close to our main day out. didn't know what to expect, when looking at photos online its never as it seems. i had to call up the hotel to amend my booking as i wasn't able to add my kids, spoke to a really helpful receptionist. she added an extra bed for my son and confirmed the cot for my baby. i had reserved a timeslot for the pool. being a bank holiday weekend and making sure the pool was available for the kids was a must. the helpful receptionist confirmed this and also asked if we needed dinner, booked it anyway and she said i could cancel if needed. all in all from the booking to speaking to the hotel i was pleased already and i hadn't even turned up at the hotel. pleasantly surprised when you turn up to a new place and there is a long private road leading on to the hotel which is nice. plenty of parking on site. based on 1st appearance the hotel looked really pretty, grand house and loads of outdoor space. the receptionist were super friendly and helpful and as it was the Easter weekend they had a Easter egg hunt on site which we did participate in. checked in and headed towards our room, slight disappointment but wasn't enough to make a fuss but we had a room which went up into the lift and then extra stairs and having a baby and buggy was 5 seconds of inconvenience, like i said not enough to bug me as we was only here for a night. entered the room and it was ok, adequate for one night and did the job. the room wasn't as grand as the rest of the hotel, maybe a little dated and needed a little livening up. for us the bedroom worked and didn't worry too much. it had everything we needed. the icing on the cake would have been a kettle. we checked in late so it was straight down to dinner, we had an early dinner which is always nice, as we would have the evening to explore. the menu wasn't that appealing, i was expecting a nicer selection but i settled for the fish and chips, missus had the cornfed chicken and son had the spaghetti in tomato sauce, i was disappointed with the fish and chips, the fish wasn't even battered well. i was expecting a fluffy golden batter mix on the fish but instead it was flat, didn't fuss and just ate it. my missus chicken was cooked nicely, however it wasn't full of flavours, it was just the taste of chicken and as for the kids meal, i know it said spaghetti in tomato sauce but i again was expecting more flavour in the kids meal, however my son enjoyed but that i guess is because he likes pasta in a red sauce. our waitress was pleasant and nice and as the restaurant was slowly filling up i did notice that we wasn't given the full service, we wasn't provided with recommendations as i over heard some tables around us given this choice. we was given dessert menus and we chose the cheesecake and chocolate brownie. cheesecake was ok, presented nice and had loads of flavours but the chocolate brownie was bad, it was like they took the brownie out of the freezer and put it on the plate and served it, we didn't complain as my son had taken a little bite out of it and i mean it was a solid piece of brownie, you had to push down so hard on the brownie the fork and spoon would hit the plate and it felt like you'd smashed the plate when cutting. after dinner we headed back to the room to relax. had breakfast in the morning and it had a nice selection of cereals, fruits, hot foods and pastries. it was an enjoyable breakfast, but when we was seated, no one asked us if we wanted tea, but i noticed that everyone else that entered had been offered, slightly let down. the swimming pool is clean and has all the amenities required, the grounds are nice to walk around and have a lunch/drink and the staff in the bar area and throughout were pleasant. i would return one day as we did have a really nice family trip. massive thumbs up to all the friendly and smiley staff for...

After sending a complaint email over 4 days ago (to 3 different email addresses!) and still yet to receive a reply, we have decided to leave our feedback here.

• I also emailed the hotel to let them know I have tested positive for COVID since returning from their hotel - again no reply... *

In summary - the most disappointing stay we've ever had. Overpriced, average room and awful service. Restaurant and Bar are the biggest let downs.

The only good thing about the hotel is the exterior and grounds - really very beautiful.

The day time receptionist doesn't even greet you when you arrive in the room - you have to announce you are there (sometimes twice!). Our room was too basic and massively overpriced (£239 per night to clarify) - no robes or slippers, cheap toilet paper, no complimentary cotton buds/pads - I would have thought this is standard for the prices they charge.

After dropping off our bags, we decided to have a couple of (again, overpriced) cocktails and lunch at the bar. Upon ordering their server explained he did not have enough experience to make the cocktails and that he would need to refer to a recipe book. Our lunch then took over 30 mins to arrive. The bar staff also don't know how to make coffees.

Dinner in the restaurant was even worse. The menu is incredibly basic with lunchtime menu repetitions, and again, overpriced for the offering. The wine list doesn't compare with the food menu - they actually have some quite nice wines - just not amazing food. Service is poor, the waiters all walk around with their heads down. We were not once asked how our meal was or simply taken care of. It took over ten minutes to wave down a waiter just for salt and pepper(!) and the same again when we had an item missing from one of the meals. We never had the correct cutlery ahead of our meals arriving. We were often left with dirty plates in front of us for far too long - we noticed this with other tables too. We were not offered to taste our wine and after pouring, the waiter pushed the cork back into the bottle... the waiter from our first night was also rude.

On our second night at the hotel, we were awoken by a fire alarm at 2:30am! Not one member of the staff apologised to us or brought this up the next morning. We could hear guests raising it with the staff at breakfast, but it was like they really didn't care. Upon vacating, I asked the receptionist why it went off, to which we were given some odd/flakey answer about a spa issue and that they had to make sure all guests were safe?! Again no apology or offer of a free coffee or drink as a goodwill gesture. And surely if they wanted all guests to be safe, a knock on the door or room call after the alarm went off is the correct procedure? We just had to assume it was a false alarm.

We also had random extras added to our final bill by the bar, however the receptionist did remove these when we queried them.

The quality of your spa is laughable, it might as well have been a cheap local leisure centre in desperate need of a refurbishment. Old towels, ancient hairdryers and terrible water damage to the wooden seats in the changing rooms. The pool area was really old fashioned.

When vacating we were not asked ONCE if we enjoyed our stay or how it was. I have a good feeling I know why that was...

Our 2 night stay was a very bad experience from the moment we entered to the moment we left. We came across people complaining every day.

We just couldn't believe the reality of the service we received based on the website and prices. This was our holiday this year and it was such a waste of money. We just wanted to spoil ourselves at a good quality hotel for a couple of nights.

Wotton Hotel, you really should be ashamed - and replying to all the bad reviews with "we'll pass on the feedback" is clearly not working and just ins't good enough. You should be returning guests money or at least be offering a partial refund. You also need to train all your...

Having stayed before we chose this for a 70th birthday celebration. My family had 4 rooms including 2 junior suites. Jasmine suite the carpet was very stained and made the room seem dirty. The curtains barely fit the windows & lots of light came through gaps when drawn. There was a dress g table when I opened the mirror section, there were lots of old crumbs. Biscuit etc all over ‘ the mirror was so dusty someone had written “clean me” clearly no one had for a long time. The bathroom was lovely with a roll top bath. I expected a coffee pod machine in a suite. But no it was sachets & a kettle. We had to wait for our rooms so we all went to the bar for a light lunch. There was just one person working at 13:45 and it took a long time to order she was trying her best but as she was alone it was a long wait for drinks & to order. A 2nd person was bringing out food and there was a lot of tension.slight argument between them, it was unprofessional & uncomfortable. The food was very nice. Best chips. Unfortunately dinner was not the same. We booked dinner/room deal and expected a set menu with a few choices. It after a lot of asking it was explained there was £28pp towards the food. Most mains were around £20 up so not as good deal as we thought. The menu was extremely limited . My main was chicken, with rosti and charred corn and jus. So disappointed the chicken was border line cooked, the skin was rubber, not crispy and the whole plate was covered with a bright red watery so called jus! It looked like fresh blood like when a steak rests, so off putting. The rosti was pale not crispy and the corn was just a few kerrnels on the plate. I barely ate and no one came to check on us. The server was please t but she did not seem to be able to understand anything we said, she had to write things down and we had to repeat many times, frustrating. Also she had very bad breath and leant very close to us it was unpleasant. I told about the chicken no one came over. The dessert was also limited 3 choices and ice cream. Nothing stood out. The hotel was aware it was. 70th birthday and I hoped a cupcake or something small with a candle might be supplied but nothing. The bill was incorrect & it took some time to sort, they did take my chicken off but it was with an attitude from the person who came to sort the bill out. All in all a very disappointing meal/service and atmosphere. Breakfast was ok nothing special, no interaction from any of the team? Not once did anyone come to us or smile etc it was quiet and it wasn’t like everyone was so busy. No one offered to give us a table for 8 we had to move tables together ourselves. I would give an overall 6/10 and it was not the memorable trip...