Thatcher's Hotel - Surya Hotels Guildford Road, East Horsley, Leatherhead KT24 6TB

"This hotel has facilitated housing for unknown, illegal economic migrants, in the area. They have chosen profit over community and country. As the government needs to be held responsible for the appalling mishandling of the situation, these hotels should be, for facilitating it. Remember each and every one of the hotels that brought potential danger and harm into our communities for profit and chose to line their pockets, instead of doing what's right."

"Booked in may 2022 for a birthday present with tickets to an event nearby for november 2022. The hotel sent me a cancellation a few weeks before the date I was due to go, letting me know they have cancelled it. When I enquired as to why, they told me they cancelled all upcoming bookings to lease to a private client until October 2023. Not really a great way to treat your customers"

"I returned to Thatchers for a spot of lunch, with a long standing business associate, having recommended the venue to him, for which my colleague was delighted to go on my recommendation. It having been a little while since I was last there, but the experience previously always excellent, and having been a regular at this venue for many years, and still using regularly other hotels in the Surya chain, I was confident it would be a great experience. How wrong was I! Instead I had to explain to my lunch companion that we were not welcome and had to leave! Upon arrival, we sat in the garden area, getting strange looks from people, no one however saying anything, and no one came to attend to us. So I go to reception to ask for service, to be greeted by an unfriendly, rude, arrogant person, who informs me the hotel is not open to the public and we have to leave. I was not allowed to return to the garden through the usual garden entrance that I just came through, and was made to leave through the main entrance and walk around. If the hotel is now closed then firstly, there were a lot of people there considering it is closed, the hotel sign is still up, and the car park is open and it is still listed on booking sites. I suggest Surya act professionally when they close a hotel to ensure it is not misleading and inviting people in! Take down the hotel sign or cover it up, and put a sign at the very entrance or a barrier to inform people without telepathic abilities that the hotel is now closed. When people do come in not realising this, you should also ensure the people managing the site are helpful, apologetic for the misunderstanding and look after your customers! This experience has certainly tainted my long-standing relationship with Surya and having had this experience whilst with a business colleague, I sadly find myself unable to do so in the future. Appalling management failure."

"Stayed for 2 nights in January, room wasn't serviced and nothing to say it wouldn't be. On arrival, heating wasn't turned on, very noisy radiator when on. Couldn't sleep with it on. Towel rail in bathroom not working. Bar area toilets not the cleanest either. Food OK but not 5 star! However we enjoyed our stay and staff were pleasant"