Frequently Asked Questions

We are of course always delighted to answer any questions about our services, the hotel and its surroundings and the beautiful town of Guildford. However, in order to make things simpler for you we have listed a few brief answers to questions that we are either asked frequently or are of a technical nature. Please do not hesitate to contact us for further information or with a specific question; we will be happy to help. …and remember, questions for our sales team can be asked by using the live chat feature on the relevant pages.

WHAT ARE THE CHECK-IN/CHECK-OUT TIMES?

Check-in is from 3.00 pm, and check-out is by 11.00 am.

Early check-in or late check-out may be arranged through Reception, subject to availability and a small supplementary charge. Please contact Reception in advance or enquire on arrival — we always do our best to accommodate reasonable requests.

WHAT HAPPENS IF I NEED TO CANCEL MY BOOKING?

Bookings must be cancelled by contacting Reservations directly.

• Standard bookings cancelled at least 48 hours before arrival will receive a full refund.

• Later cancellations or no-shows will be charged the full room rate.

• Promotional, seasonal, all-inclusive, and advance purchase rates are non-refundable and non-transferable.

• Corporate bookings are subject to their individual contracted terms and conditions.

• For third-party bookings, please refer to the policies of the respective company, as we are bound by those agreements.

WHAT ARE THE OPENING HOURS FOR THE GRILL AT THE MANDOLAY?

Breakfast

• Monday – Friday: 07:00 – 10:00

• Saturday: 07:00 – 10:30

• Sunday & Bank Holidays: 07:30 – 10:30

Lunch & Dinner (Bar36 & The Grill Restaurant)

• Monday – Saturday: 11:00 – 21:00

• Sunday: 11:00 – 16:00 (Closed after 16:00)

Afternoon Tea

• Monday – Sunday: 12:00 – 16:00

Bar 36 – Drinks

• Monday – Friday: 10:00 – 23:00

• Saturday: 10:00 – 00:00

• Sunday & Bank Holidays: 10:30 – 22:00

Room Service

• Monday – Saturday: 12:00 – 21:00

• Sunday & Bank Holidays: 12:00 – 16:00

Late Food (24-Hour Room Service)

• Cold Sandwiches: available from 21:00 onwards

IS ROOM SERVICE AVAILABLE?

Yes. As a modern four-star hotel, The Mandolay offers 24-hour room service.

• The Restaurant Menu is available from 12 noon to 9.00pm.

• Outside these hours, a selection of lighter meals, drinks, and snacks is available.

Please refer to the menu in your room. Kindly inform Reception at the time of booking of any dietary requirements or food allergies.

ARE PETS WELCOME AT THE MANDOLAY?

We’re delighted to welcome well-behaved dogs at The Mandolay, with a number of dog-friendly rooms and options available.

For the comfort of all guests, dogs are only permitted in designated bedrooms and specific areas of the hotel.

All ‘doggie bookings’ must be confirmed directly with the hotel to ensure the availability of suitable accommodation.

DOES THE MANDOLAY HAVE AN ACCESS POLICY FOR DISABLED GUESTS?

Yes. Our full accessibility policy is available on request from Reception.

Public areas are wheelchair accessible, and we offer bedrooms equipped for disabled guests. We ask that any specific access requirements be advised in advance so we can ensure the most comfortable stay possible.

DOES THE MANDOLAY HAVE INTERNET ACCESS?

Yes. We provide free, unrestricted high-speed internet access in all bedrooms and public areas.

ARE MEETING FACILITIES AVAILABLE AT THE MANDOLAY?

Yes. The Mandolay can host meetings and events for up to 500 delegates. Smaller gatherings can be held in one of our eight private rooms, and guests are welcome to use public areas for informal meetings.

For further information, please visit our Meetings & Events pages or contact our team via the live chat facility available there.