Best Western Priory Hotel

Initially we were put in 'classic double' - this room was the worst room we have ever stayed in. It absolutely stunk of mould and I found excessive mould in the cupboard in the rear of the room covering the wall and the fan in the cupboard (see pictures). The floors were also stained and there was mould around the bath. It was so bad that some of our clothes retained the mouldy smell after we had arrived home and I suspect it may have caused problems for anyone more sensitive to respiratory infection. How anyone could clean that room and think it was acceptable to rent out it beyond me. As there were no other rooms available we were forced to stay in this room for one night. After showing the staff the photos of the room they upgraded us to another room ('Superior double') for the Sunday night (as the hotel wasn’t full). This room was far more acceptable but not perfect (no mould but still some stains on floor, around bath etc) Overall other parts of the hotel were ok, a bit tired and dated but reasonably clean. The breakfast was good. The only saving grace for the place really was the staff who worked hard to sort out the issues and were generally friendly and helpful (hence 2 stars rather than 1). The issues raised were highlighted with Best Western directly too and I have requested an email and offered to share photos, however I have had no response so it seems Best Western has no interest in the problems here. I could not recommend anyone comes near this hotel and I would personally avoid Best Western bookings again given their apparent apathy towards the state of this hotel and the effect on the guests (seems there are plenty of other reviews highlighting similar issues).

Problems with FIRST room, you couldn’t swing a cat in there as there is not enough room for two adults and a cat. The roof was so low next to the window that I had to remain on the other side of the bed! The bed was a very small double, more like a large single. It was too short for a 6’5” person to sleep in without feet hanging a long way off the end of the bed. The heater in the room had a foot missing, this begs a question: - why does a new section of the hotel with central heating require an additional heater when the room is so small. There is plaster missing from the celling where the plasterboard has been attached. The walk-in shower is a joke, you can walk in but once wet have to get out to apply soap and shampoo then go back in to wash off. It was possibly the world’s smallest shower. The soap tray is loose on the wall, possibly because someone hit it trying to have a shower. The shower cubical was itself disgustingly dirty with residue and mould growing around the door and some of the lower tiles. There is evidence that the toilet has leaked on to the bathroom floor. The radiator in the bathroom shows evidence that it has also been leaking. This, along with the problems in the restaurant, all shows an extension that has been built to the very lowest cost scrimping and scraping the very last penny out of the task. I have been a guest at this hotel for around 20 years, my wife and I have jointly been staying here for around 12 years but feel that it’s time to find elsewhere to stay. Premier Inn do it so much better in all areas and at a better cost. A computer can’t welcome you as a Best Westen member, especially as we had to go to the kitchen to get a human to help. The computer didn’t have our booking. The breakfast was very basic and the chef could not lightly scramble eggs! Food at breakfast was basic and un appealing.

Went to the hotel for an afternoon tea I bought via Groupon! No staff members around when we walked in so went through to the bar where a pleasant staff member showed us through to a side room! We were the only ones in there-afternoon tea was bought out and that was the last we saw of a staff member again! Sandwiches were plentiful-ham and tomato, cheese and pickle and egg mayo along with a sausage roll. Scones were dry and crunchy and cakes were the worst i’ve ever seen-dry and looking sorry for themselves! Had to find a staff member to show my groupon voucher to as no one appeared at any point! Would not hurry back!

Today we came for a carvery with the family for Fathers day. We have been several times and never been disappointed. Food was absolutely delicious, Great selection of meat, the best roast potatoes and a wide range of veg. All the food was piping hot and fresh. Service was absolutely fantastic from Danny, Fin, Callum and John. Will definitely be coming back again soon.

I stayed here with 3 colleagues. None of us had hot water in the morning for a shower and, judging from the discussion overheard with other guests, there were many others with the same experience. I raised this with a member of staff in the breakfast room who then went to find the duty staff member looking after reception. At the same time we encountered a problem whereby 2 of us had B&B rate but the other 2 were showing as room only on the hotel system - this was an error as all rooms were booked on the same B&B rate. In discussion with the reception staff member I suggested that, rather than spending time working out what had happened with the B&B bookings, it would be simple gesture of goodwill that they allowed the 2 colleagues believed to be on room only rate to continue to help themselves to breakfast. Astonishingly the member of staff said that she couldn't simply give away free breakfasts ‘willy nilly’ and needed to verify that we indeed had no hot water – she couldn't simply take our word for this. In other words she did not believe us, nor presumably any of the other guests who by this point had made it known that they had the same issue. We continued with our breakfast and the member of staff returned and stood by our table and announced that she had verified that we had no hot water and she was therefore willing to allow my 2 colleagues to have a free breakfast. I pointed out to her that, at no stage in any of this had she uttered a word of apology to any of us. A begrudging and totally insincere apology was then uttered – however the damage was done and we all left the hotel vowing never to return.

Unfortunately this hotel is long overdue updating and general maintenance, We booked a twin room but on entering the room found it was made up as a double bed and only 1 set of towels. The bed had mattress protectors on that were badly soiled, fortunately we were able to grab the room cleaning team and after inspection admitted they would never sleep on such badly soiled protectors and removed them and made up twin beds with clean sheets, no mattress protectors. The chair in the room was also badly soiled and the shower was dirty and the water was scolding hot and dangerous, when reporting this to the staff we were advised that this was a common complaint but were unable to rectify the fault. When signing in to the hotel I was presented with a huge terms and conditions list to accept when I advised that I did not wish to agree to the terms the receptionist just pressed the button on the screen accepting the terms saying don't worry I will accept them for you!! Awful hotel experience, I will never stay there again.

Had afternoon tea bought with a groupon voucher. Was a really lovely little treat. Good selection, nice portions and even though the scones were little, they were yummy! Would definitely recommend. It was nice and quiet, the lady who served us was very pleasant and welcoming. Just the right balance of being attended to but not intruded on. Thank you!

This hotel is basic. Don’t expect luxury. The window frames were rotting in my room and there were numerous cigarette butts and a questionable bottle of dark stagnant liquid on the flat roof just under my window - all of which have been there for ages having been chucked there by previous guests. They don’t always get along to clean your room which is frustrating. Staff are difficult to find as they rely on an electronic checking in and out system (which doesn’t work). The worst part is the two tier guest policy; if you’re not a regular on a coach trip then don’t expect the same level of service. They give you literature in your room promising a big welcome in the restaurant from 18:30-21:00 hours. I made the decision to go down at 7pm only to be told that I wasn’t welcome in the restaurant until gone 8pm because they had a coach load of pensioners in who are regulars and they get top billing. I challenged the server on this and said they favour some customers over others and she said it wasn’t the case but then said there’s an ongoing understanding that the pensioners get their food before anyone else because they’re ‘regulars’. I was appalled. When you factor in the paper thin walls and floors and the alarm which goes off for ages in the night then this place really is poor. I’d avoid this hotel if you want to eat or actually get anything sorted. Unless you’re a pensioner on a coach trip.

Have just had an outstanding weekend at the Priory Best Western at Bury St Edmunds, food was very good, we were served by Finn who could not have been better, very talented, and met and surpassed expectations, nothing not to like. Great around experience.