The Eaterie @ The Angel Hotel — Restaurant in West Suffolk

Despite the location and the rating we had a disappointing experience with the Angel hotel. Hope the feedback will contribute to the improvement of the hotel's housekeeping services and communication between the personnel.

Regrettably, our stay has been marred by several significant issues.

Due to shower problems we were relocated to a new room.

Then, we were faced with an even more distressing situation. Upon retiring to bed, we smelt something, when lifted the bed sheet we discovered a disturbing stain on the mattress that turned out to be the cause a foul odour. Closer inspection made us realise that the mattress had been most likely soiled with bodily fluids (probably urine), unfortunately and to our horror all our clothes absorbed that smell.

Despite reporting this issue to the hotel staff, their response was initially dismissive. The staff's offer of an out-of-order room was unacceptable (broken shower). As an alternative to changing rooms I suggested to change the mattresses, which they were not really willing to do. While they eventually agreed to replace the mattress, their handling of the situation was both inadequate and disrespectful. The manner in which the mattresses were transported through the hotel corridors (dragged over the carpets) and placed on our bed frames, and instead of fresh bedding we were given the ones from the other room, all was unsanitary and deeply concerning. We feel that the hotel's failure to prioritise the well-being of its guests is unacceptable.

I requested to speak to the General Manager or an Assistant Manager to express our concerns to what I was told that they were busy. I received a call from the hotel's GM the following day, who could not meet in person and despite apologising was still very defensive regarding the incident, they offered an upgrade of the room, which yet again was disappointing as the duvet stunk, ended up sleeping in a rob. Also, we were offered complimentary B&B but after seeing and experiencing weird odours in the hotel we won't be accepting the offer. A genuine apologies would have been a better way of resolving the matter with in person meeting and expressing genuine concern for the guests' experiences would be invaluable. We were also told that the Duty Manager was supposed to meet us as well but when we mentioned the whole incident at the reception there was no information on the incident we experience all the y knew was that there was a change of the room. Very poor communication between the personnel leaves one wonder how things could be improved if the information is concealed. The housekeeping services of the place is the worst in my experience, along with that almost every bathroom we were in was mouldy. We were disheartened and exhausted by this ordeal that has impacted our ability to rest...

I attended our afternoon tea with 8 of my colleagues on Wednesday 6th December for afternoon tea.

The setting was beautiful with the log fire, the waiter was attentive, unfortunately it went rather downhill from the introduction of the food.

Prior to booking, I had checked any changes could be catered for. I sent all changes and requirements, with people names, thinking this would be helpful, making it easier to identify individual’s needs.

As the plates were being brought out, we were then asked who had what, I did advise that they should already have a list, we ended up with a plate of salmon with the cream cheese, no egg, and limited turkey.

It was explained to us that some of the stacked serving plates would be to share, which was fine, but did become rather confusing.

Issues we experienced.

• Very disorganised. • After 30+ minutes, we just accepted whatever we had on the table, and tried to share it out. • Sandwiches: there were multiple salmon and cheese, and had to advise, some of these needed to be without cream cheese, limited turkey, and egg. • Missing 2 sausage rolls and 2 muffins. • I found a strand of hair or fine fabric in my salmon sandwich, I did send this back, but no apology. • The plain scones were very dry and heavy, I have attached a photo, as on slicing they just crumbled. • Fruit scones were verging on rock cakes. • The gluten free stand did not have a scone, or alternative.

As I had organised this, I wanted to ensure everyone was catered for, in the end I only had, one salmon, and one egg, 1/2 plain scone, as this was not palatable, and one cake.

I have had an afternoon tea at the Angel and could not fault it, the scones were light and fluffy, giving me a...

We recently visited your venue for what I hoped would be a festive and memorable experience, but unfortunately, it fell short of expectations in several areas.

When I booked, I was told the table I reserved was the last available and that no additional guests could be accommodated. However, during our visit, I noticed several unused tables in the lounge area, which made it particularly frustrating as I had to split our group unnecessarily.

The festive atmosphere I had hoped for was lacking. While the afternoon tea menu was labeled as festive, it didn’t deliver in terms of flavor or presentation, feeling indistinguishable from a standard offering. The ambiance in the lounge was also disappointing, with little to no background music, no festive scents, and minimal decorations beyond a fireplace and wreath. These touches would have gone a long way in creating a warm and celebratory environment.

Service also left much to be desired. We waited over 30 minutes for the food to arrive, and the automatic service charge felt excessive given the minimal service provided, 12.5% for walking over 3 tiers and 2 pots of tea. Additionally, my aunt shared that upon arrival, she and her daughter were ignored by multiple staff members at the desk, which further added to dissatisfaction.

Overall, while the setting had great potential, the experience failed to meet expectations, leaving us disappointed and unlikely to return or recommend the venue.

Before leaving this review I did contact the hotel via email to share my experience. This has gone unanswered, however at the time of booking communication to the same email address was...