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“Lovely, friendly hotel”
Review of The Angel Hotel

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The Angel Hotel
Ranked #3 of 11 Hotels in Bury St. Edmunds
Certificate of Excellence
Wirral, United Kingdom
Level 6 Contributor
259 reviews
64 hotel reviews
common_n_hotel_reviews_1bd8 151 helpful votes
“Lovely, friendly hotel”
Reviewed November 4, 2013

We were a bit apprehensive about booking here after reading several really bad reviews on TA. However, we needed an hotel, with parking, within walking distance of Guildhall Street. We were pleasantly surprised! The quirky furnishings in the lounges etc was a nice change from other boring, nondescript chains. We found a deal for £99 for b&b and cream tea booking direct with the hotel. Staff were very attentive and our car was parked for us in the private car park to the rear.

Room Tip: Room 207 was at the rear of the hotel and alongside a fairly busy road making this a very noisy room...
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  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank gourmet42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LynnCowan, Manager at The Angel Hotel, responded to this review, December 13, 2013
Dear Guest

Thank you for taking the time to write a review. I am glad that you enjoyed your time at The Angel Hotel and we hope to be welcoming you back in the near future.

With Kind Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,182 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (294)
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English first
Earls Colne, United Kingdom
2 reviews
Reviewed November 4, 2013

This was a last minute treat, so we chose the more expensive room offered (£155). This was our third visit to the hotel, and will probably be our last.

The room was very disappointing - no full size wardrobe, so clothes had to be hung on the back of the door. Room and mirrors poorly lit and placed, so made getting ready for our evening out frustrating. Bathroom was a poorly lit, ergonomic confusion, that superficially looked good, until you tried to use it. Only a fixed overhead shower was on offer, so the bath option was chosen, but the overly complicated and broken plug system didn't work, and was blocked with hair. When replacement plug was provided it then took ages to fill the bath. Bed was way too soft. Room was very warm so had to run the noisy air conditioner.

Breakfast was adequate, but poached eggs tasted vinegary.

Lounge dark and uncomfortable - too quirky for BSE.

This all sounds really picky, given that we like the building, but it lets itself down with detail and service. Porters are great, in fact a little over attentive, whereas no one else seemed bothered. We paid top whack for a decidedly average experience.

We won't be back.

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Valley_Diner_65
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LynnCowan, Manager at The Angel Hotel, responded to this review, December 13, 2013
Dear Guest

I am appreciate you taking the time to leave feedback, I am sorry to read of your disappointing stay at The Angel, we strive to ensure our customers enjoy the whole Angel experience and I am sorry you felt we left you down.

With Kind Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Peterborough, United Kingdom
Level 6 Contributor
578 reviews
110 hotel reviews
common_n_hotel_reviews_1bd8 259 helpful votes
Reviewed November 4, 2013

The Wingspan bar is located in the 12th century vault in the Angel Hotel. It is dark, cosy and quite comfortable. Drinks are not cheap and a 10% discretionary gratuity is added to the bill. Worth a visit, though.

  • Stayed November 2013, traveled as a couple
    • Value
    • Service
Helpful?
Thank Bluesprout61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LynnCowan, Manager at The Angel Hotel, responded to this review, December 13, 2013
Dear Guest

Thank you for your feedback regarding The Angel Hotel Wingspan Bar, I am glad that you enjoyed your time in the bar. I hope we can welcome you back to The Angel Hotel in the near future.

With Kind Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bradford, United Kingdom
Level 4 Contributor
29 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed November 3, 2013

I had some leave to use up so my wife and I decided to go away for a couple of nights - we chose this hotel because we found a cracking deal for it on Secret Escapes and the reviews were so good on TripAdvisor.

First impressions were good. The very friendly valet took our car for us and advised that we were a little early for check-in. Official check-in time is 2pm but he said we should be OK to check in at 1. Off we went for a wander round Bury St. Edmund's, returning around 1:30.

Unfortunately, our room wasn't ready - the receptionist advised us to take a seat and have a coffee (which we were charged for), and that he'd come and get us when our room was ready. He never did, so we approached the desk and were duly checked in, with the same valet giving us a hand to our room.

The decor at this hotel will not be to everyone's tastes. Animal skins are the order of the day, with one chair even having a zebra's mane on it. It's quirky, though, and the Wingspan Bar is a lovely, if expensive, place to spend an evening, with attentive and friendly waiting staff.

The bedroom was well-appointed, nice selection of refreshments including ground coffee and speciality teas, but only one biscuit. There is a card advising that if you need anything else you can call reception, but it seems a bit petty just to ask for another biscuit (they were aware that the room was double occupancy) - it seems just that little bit mean. The bathroom was spacious and well furnished, and let down only by a plastic toilet seat. Again, a very minor point but it does detract from the overall finish of the bathroom - especially in a hotel that boasts very proudly of its four star status on its exterior and in its advertising.

Sadly, the WiFi didn't work, and when we called reception to enquire about it we were confidently told that there was free WiFi and it was complimentary throughout the hotel. When we questioned this as we couldn't connect, the response was that there were issues with it earlier in the day and they had to reset it, but no offer of trying to put it right. We'll just do without the advertised inclusive WiFi then, shall we?

The bed was comfortable and we slept uninterrupted, until shortly before 7am the next morning when a recycling lorry rather loudly transposed some glass bottles from one container into another. This was shortly followed by a delivery to the hotel, and the refuse collection. When we complained to the reception we got an apology and a promise to "have a word with the council", but again, no proactive response.

Breakfast was disappointing. The first day, bacon was underdone. Asked for it to be "a little bit more well done than yesterday" the next morning - it came cremated. Poached egg had a distinct twang of vinegar. My wife's bacon sandwich (on the first morning) was swimming in butter. Pancakes (the next morning) were very heavy. Coffee was served both mornings from a cafetiere - I don't think it's really acceptable in this day and age to serve stewed coffee when espresso machines are so commonplace, especially when the charge for breakfast is £15 per person if not included in the room rate!

The really noticeable thing about this hotel is that, with the exception of the valet (who was really excellent) nobody asked how anything was - from the (two different) waiting staff at breakfast to the receptionist checking us out.

It's a real shame that this amazing building, where Charles Dickens once stayed, which is very imaginatively decorated creating a fabulously unique vibe, is let down by small details. I don't get annoyed when things go wrong, provided that some effort is made to put them right. There didn't seem to be any appetite to do this - either when we actively reported a problem (which is the hotel's golden opportunity to impress, and learn, from feedback) or even to check that things are okay. Unfortunately, the hotel simply isn't performing at the level at which it pitches itself. Thankfully, it doesn't have to change very much to do so, provided that its staff become more proactive in seeking feedback, and reacting properly to it when it is received.

By all means stay in this hotel if you have cause to be in Bury St. Edmund's - this is a quirky period hotel with lots of history and a bar with a really nice vibe. Just don't rely on the WiFi or expect a resolution if anything goes wrong.

Room Tip: Ask for a room at the front of the hotel if you don't want to be disturbed by the recycling lorr...
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  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank richardthemonster
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LynnCowan, Manager at The Angel Hotel, responded to this review, December 13, 2013
Dear Richard

I appreciate you taking the time to leave your feedback on your stay at The Angel Hotel. Your comments have been noted, I will make sure our chef is aware of your feedback on breakfast and I am sorry that you were woken up early.

With Kind Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Level 3 Contributor
18 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed November 3, 2013 via mobile

The Angel hotel is an impressive building. I haven't eaten or stayed their but we had drinks in the bar one evening. The bar itself is fantastic, great atmosphere with quirky furniture and it's great for having a quite drink or you can reserve an area if you have a group.
The cocktail list is pretty poor with only basic ones on their and your looking at £8 + for one. They could do a lot more and make more effort with the presentation especially for the price. Wine and beer list ok.
Service wasn't great, took a long time and then forgot a few things. He didn't know anything about the menus and when we asked for something not on the menu he just said no even though we knew what drinks he needed to make the cocktail. I was expecting a little more knowledge from such a place. We also had champagne and asked for strawberrys to add a little more but he said no so one of the group went upstairs and asked at the bar and they brought some down.
Nice place but needs some work on customer service.

  • Stayed September 2013
    • Location
    • Cleanliness
Helpful?
Thank Alison5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LynnCowan, Manager at The Angel Hotel, responded to this review, December 13, 2013
Dear Alison

Thank you for your feedback on our new Wingspan Bar. I take on board your comments about the service and what we have to offer. I hope that we can welcome you back to The Angel Hotel in the future.

With Kind Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
uk
Level 4 Contributor
29 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed November 2, 2013

Stayed 1 night, very pleasant stay, all staff were very nice, parking the car, nothing was too much trouble.
Breakfast a real treat, freshly cooked, close to the town.
All in all a wowcher voucher scortcher!!
Keep it up little angels!

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank UkDean
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LynnCowan, Manager at The Angel Hotel, responded to this review, December 13, 2013
Dear Guest

Thank you for taking the time to write a review about The Angel Hotel. I glad that you have a great stay and we hope to welcome you back in the near future.

With Kind Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Upminster, United Kingdom
Level 4 Contributor
28 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed October 30, 2013

We love Suffolk and wanted to try somewhere new, so glad we chose here! Very welcoming hotel, we had barely stopped the car outside and there was someone to park it for us. The same guy (we think he was called Rick) delivered us and our luggage to our room very quickly. This guy never stops, juggling cars, luggage, people and sometimes even breakfast - and all with a smile. If there was a porter of the year award he should surely get it! This said we found all the staff to be efficient and pleasant. We stayed in room 15 which was lovely and very comfortable. Delicious breakfast, freshly cooked to order. We also enjoyed dinner on our second night - fabulous food served in a relaxed atmosphere. This hotel is perfectly located for local attractions and shops. We really enjoyed our stay.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Dawn S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LynnCowan, Manager at The Angel Hotel, responded to this review, December 13, 2013
Dear Dawn

I was glad to read that your stay at The Angel was enjoyable and your lovely comments have been noted. I hope we can welcome you back to The Angel Hotel in near future.

With Kind Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Angel Hotel

Property: The Angel Hotel
Address: 3 Angel Hill, Bury St. Edmunds IP33 1LT, England
Phone Number:
Location: United Kingdom > England > East Anglia > Suffolk > Bury St. Edmunds
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #3 of 11 Hotels in Bury St. Edmunds
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Angel Hotel 4*
Number of rooms: 78
Official Description (provided by the hotel):
This Georgian ivy clad 4 star boutique hotel and restaurant in Suffolk surprises with a twist of urban chic. Our Suffolk hotel is right in the heart of Bury St Edmunds town centre and everything is just a step from here. Explore winding, cobbled, shop filled streets and a plethora of ancient architecture on the doorstep. Once inside, The Angel Hotel is a curious contrast of comfy contemporary design with touches of exotic grandeur. Warm leather sofas vie for your company in the lounge, which is filled with curiosities, pop art, eccentric oddities and cool vintage furniture. It is a hotel of many different aspects all artfully blended together into an exciting package and the bedrooms are no exception. The Angel Eaterie has a great reputation and dining here is a culinary treat. Take the steps down into the decadently curious Wingspan Cocktail Bar & Lounge located in the 12th Century vaults under the Hotel. Wingspan is the perfect location to meet with friends, for pre-dinner drinks, or simply to relax after a long day. ... more   less 
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Also Known As:
Angel Hotel Bury St Edmunds
Angel Bury St Edmunds
The Angel Hotel Bury St. Edmunds, Suffolk

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