Oak Room - Elmbridge

I am very familiar with this lovely Hotel with its sumptuous lounge sofas, well appointed bedrooms, and peaceful location. Having actually lived here myself for 3 months a few years ago, whilst my nearby home was undergoing rennovations. Myself and my family have previously enjoyed private dining in the Oak Room, various meals in the Brasserie and afternoon tea in the lounge. I was therefore delighted to be invited to join my parents in celebrating their anniversary this year on Friday 15th November 2019. On arrival we seated ourselves in the lounge for an apertif. After some time waiting for someone to welcome us take our order, I approached the reception desk to see if any waiting staff were available. The receptionist, although on the telephone, made no eye contact with me whatsoever. So I ventured to the Brasserie, where our table was booked for 7pm. There were at least 3 members of staff present and no diners at all. I requested someone to take our drinks order. Shortly after this a waitress arrived and did so. My mother requested some Melon water and the waitress suggested that help herself to that !!!!! why? My mother (who is 72) asked the waitress if she would mind getting her a glass. The waitress arrived with the drinks order and no melon water, which we again had to request. We then asked to see the menus for the Brasserie so that we could peruse them whilst enjoying our pre dinner drinks, and were advised they were on the table. So we perused the dog eared, tatty menu 's offering a very limited selection, including sandwiches ??? we had booked a table for dinner at a 4* 'Hand picked hotel ' I would not expect to see sandwiches on a dinner menu. My Father asked to see the menu for the Oak Room. Although some items were repeated, this selection was better so my father revised the booking from the Brasserie to the Oak room which did at least have some other diners. We were advised our table was ready and took our seats. Evenutally, after my Sister had gone to fetch a waiter, our orders were taken and after requesting it, a wine list arrived. Everyone, by now really quite hungry, enjoyed the starters. The mains were not so good. Tough steak and a crab rissotto that didnt taste of crab, although the Cod topper was good. Dessert arrived (by which time one third of our party had left) and my parents were presented with some chocolates on a plate. Nice touch. My after dinner coffee was excellent. The waitress asked us if we 'd like the bill, but my Fathers coffee, that had been ordered along with the deserts, had not yet arrived!!! Service in a venue of this standing price bracket, ought to be 'silent ', unnoticed and impeccable. The service we received was noticeably absent! In appropriate and noisy. Most definitely not how I remember it at this Hotel. This, coupled with the 'ok ' main course deemed the entire experience very dissappointing indeed. As the waiting staff cleared our main course plates, the waitress asked if everything was ok with the meal this is normal and expected my father stated that his steak was tough (as was my sisters) and my mother stated she could taste no crab in the crab rissotto, but her vegetables were nice. The waitress laughed at this and said 'oh well, at least your vegetables were ok ' and left! I was appalled at this response. In summary overpriced and under delivered. From the Hand Picked Hotels brand I would expect to easily rate this Excellent, or Very Good, But I cannot.

Gorgeous Room looking out to the green. Beautiful atmosphere and you can visualise times past where they would have danced all night in this home.. The food was faultless, not a negative on any of the dishes we had.. staff were attentive and professional through out our stay.. wine list is good and varied too..

Food was excellent but the restaurant was extremely warm, service lovely though if we went again I would prefer to eat in the brasserie which seemed cooler.

Our dinner was delicious !!!! We ordered the duck and goose liver pate as, sirloin beef with vegetables, cheesecake and popcorn ice cream. A very good selection of wines.

Fantastic value for money, and at no time were we made to feel that we were there on a voucher . Quality produce, beautiful traditional room and super efficient staff. A very pleasant afternoon, and we weren 't rushed at all.