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Best Western Priory Hotel

3.0 out of 5.0

Recent guest reviews

An excellent Sunday lunch with the family at the Best Western Priory Hotel in Bury St Edmunds. The staff were friendly and welcoming and the hotel were happy to cater for our younger children. Highly recommend

The staff where very good, the bed was comfortable. The room was a bit run down. Breakfast so great and again the staff where very good Tracy , she really understands people. Not to sure about some guests, seemed to be four woman in one room that spent a lot of time outside smoking in there dressing gowns

A group of 28 sports car enthusiasts have just spent the weekend at this hotel following arrangements made many months ago by a couple of our Club members. When the booking was being arranged they dealt with a manager called Anna and all seemed well. However, we understand she has left and that there have been at least two replacement managers since then. So, let me begin by saying the staff are very friendly and welcoming but that there is a distinct lack of effective management and that the staff are not very well trained and if they have been trained at all their subsequent actions are not being properly supervised. On arrival at reception we were asked as part of the check in process to choose our evening meal and that was before we had even taken our luggage to our room. Also, as part of the check in process we were given a card with our room details on it which we were asked to sign and present during our stay when making any purchases at the bar. This is common practice and with one exception when buying drinks at the bar I was asked to sign a docket. The one exception was when we were served by a person who purported to be the manager! At dinner the pre ordered bottles of wine were brought to our tables but we had to ask for wine glasses every night since although there were already wine glasses on the table (one per person) these were being used for water. At the end of the meal we had to complete a form making our choices for the meal the following night. This time there was a column for us to add our name so our expectation was that the staff would know who had ordered what when serving out the meals. This wasn’t to be the case. Leaving the dining room we soon realised that there were insufficient chairs in the lounge to accommodate everyone so I asked reception to make more chairs available and this was dealt with promptly. However, given that the size of our group had been known to the hotel for a very long time this is very disappointing and demonstrated that the venue is reactive rather than proactive; poor management and supervision. On the following two nights we helped ourselves to additional chairs from the dining room (just as the receptionist had done on the first night). Returning to our room I was alarmed to note that the door does not have a deadlock and would have complained at reception the following morning except that I discovered this was not an isolated case. Let me explain how the door is secured. Entry is gained from outside by turning the key clockwise about 10 degrees to release the latch. From the inside the only means of additional security is a chain. This primitive means of securing the door means that when absent from the room, with ones possessions inside, the door is only secured by a latch, so could easily be busted open by any amateur criminal with a strong boot and in my opinion is thus totally inadequate for a hotel which the AA has given a 3 star rating. In the morning the electric shower would not work and I note a previous reviewer had the same experience which staff looked into and didn’t find any fault. Well, I can tell management that the system cannot cope with too many guests drawing off water at the same time and as a consequence in our case, when we needed hot water for a shower there wasn’t any and I had no desire to take a cold shower. We resorted to a bath which worked without any problem. 15 minutes later when I tested the shower it worked because by then less guests were drawing off water. Not rocket science but seemingly beyond the comprehension of management to realise and get the system fixed. Breakfast was acceptable but on more than one occasion during our stay the waitresses brought out cooked food before we had finished our cereal. Now, the evening meal on Saturday night. Remember we had all pre ordered and our individual names were against the choices we had made. However, this had not been communicated to the waiting on staff who proceeded to bring food to table without knowing who we were because there were no place names in front of us and they didn’t call out our names (for example, “I have beef for Mr Smith, Mrs Jones and Mr Thompson” etc). The consequence was that 3 people on our table of 6 were not initially served a main course and when this was realised and queried by staff they were surprised that those 3 were without a main course of beef. The pre order forms were obtained and the staff checked against this becoming bemused because they had served out the right number of beef courses. Another case of poor management and poor systems procedures. Staff rectified this as best they could but further damage was done to the hotel’s reputation. You would have thought after this fiasco that management would have got their act together for the meal on Sunday night but the same procedure was applied so I asked to see the manager (the person who didn’t ask for a signature when I was buying drinks at the bar) to ask what was the point in putting our names on the pre order form if this information wasn’t used by the waiting on staff. The response was that the receptionist normally did a place setting for each guest. That’s a weak excuse and again demonstrated poor management and supervision. Finally, when a market smallholder asked me on the Saturday afternoon where I was staying and I told him he just rolled his eyes, a sign to me that this hotel has had a poor reputation amongst locals for a long time and that my review and those of other guests that have posted poor reviews here is justified. I hope this review comes to the attention of the owners and that they act promptly to deal with the concerns expressed my myself and other guests. Many of these concerns can be rectified simply by getting good and effective management, supervision and staff testing in place. Longer term issues such as inadequate door locks can be dealt with temporarily by not letting out these rooms on those occasions when the hotel does not have full occupancy.

Pros...nice big room and bathroom, big comfortable bed, great staff, charming surroundings, good shower plenty of hot water, didn't utilize the main reception area, but it looked cozy and other guests seemed happy with amenities, good restaurant right across the street Cons...our room had no AC, a fan would be nice, had to sleep with windows open Loved this hotel nice grounds and it had that small cottage feel, good price, will stay there again Bill D Oklahoma City, OK

Good location to walk into town Nice rooms Clean Dog friendly Need a happier bar man... 90% staff that we encountered happy, attentive, professional, just the barman that took the shine off, but not a significant issue.

Once again we've stayed at the priory. Once again we had no reason for complaint. The hotel is showing it's age and desperately needs a revamp but this adds to it's charm. We actually spoke to a chap (I have to apologise as I've forgotten his name. I believe he is an area manager?) and he mentioned they were having a lot of work done this winter. We stayed in room 38 (in the annex) Nice room, clean comfortable and warm. The water from the taps was too hot, as if that's a bad thing. But you couldn't put your hands under it. The hot tap on the sink is flapping loose. It cost us £130 for one night which is the most we've ever paid there. Tad over priced this trip. I would still recommend the Priory and we will use it again on our next trip. Room 3 in the main building is the quaintest but has very low water pressure in the shower and an automatic light that goes off unexpectedly and other times stays on for ages.

Ok so room was decent size nicely laid out with a fairly comfy bed but the windows overlooking the very nice garden were filthy!! Bathroom was strangely large with a shower over the bath. The water pressure for the shower can only really be described as pitiful! I know that really in the grand scheme of things, this isn't important but when I'm on a hard earned break one thing that's really annoying to me is a bad shower.. We all know how lovely it is in the morning or after a long day to get under a nice shower and rinse the stresses away.. Fat chance here.. I complained to reception on our way out and upon our return went to reception to see if the problem had been rectified. I was told that both the receptionist and senior housekeeper had checked it and it was perfectly fine!!! Well I was flabbergasted!! What could I say to that?? Had the grill breakfast on the first morning and it was pretty awful really. Tried an omelette the next morning and that was actually rather nice. My recommendation for breakfast is to pick the items that they can't get wrong!! When we went to pay, we got a discount because of the complaint regarding the shower. This was appreciated because it was not a cheap hotel and I did not really enjoy the stay there. I will not be back.

Takes me back to those ghastly US motel movies from the 70's - you know, the sort of film where two nickels bought you 120 seconds on a vibrating bed. Which is just so wrong in every respect whichever way you look at it. [They don't actually have vibrating beds here - I'm just trying to paint a picture] The walls between the garden rooms are paper thin so you can hear everything going on next door. Astonishingly there are no plugs beside the bed to charge phones etc. The bathrooms are really tired with those 3kw Electric Showers where you can urinate more hot water per minute that is produced by the unit. And only two pillows on the double bed rather than four. And that's assuming you can reach your room by unlit pathways with traffic cone obstructions along the way. A simple lack of professionalism here. It might have been different staying in a room in the main hotel rather than a condo-style unit in the garden but I can only speak as I find. Indifferent food and lacklustre service. Disappointed especially as it wasn't especially cheap, which might have sugared the pill.

We were part of a group of 25 staying overnight...on checking in they had not booked our evening meal ....they put together a pathetic menu ....when the meals arrived it was obvious they didn't have enough food to cover it as the portions were ridiculous...the staff were overstretched and stressed this was evident from checking in to leaving. The breakfast was disgusting....half a rasher of bacon one sausage half a tomato & a hash brown we specifically asked not to be served didn't surfice as a full cooked breakfast ...the staff were run ragged The shower in our room was dangerously hot the controls didn't work,apart from that the room was ok We certainly won't be returning & if that is the standard of best western we will avoid them as will the rest of the group

this was a very nice Hotel to stay as it is only a 20 minute walk into Bury or a few minutes in the car. Attractive old Priory building with good car parking facilities, We stayed in a 'Courtyard room' which was adequate, clean and modern. The staff were friendly, the breakfasts great with a good choice of menu. We had one evening meal in the Hotel which was fine. There is a pub opposite for alternative dining or Bury town which has many good venues.

Room options

Standard Room, 1 Single Bed, Non Smoking

Twin 1 | Sleeps 1

Standard Room, 2 Single Beds, Non Smoking

Twin 2 | Sleeps 3

Superior Room, 1 Double Bed, Non Smoking

Full 1 | Sleeps 3

Family Room, Multiple Beds, Non Smoking

Twin 2 | Sleeps 4

Reviews from Trip Advisor

Trip Advisor aggregated rating

60% of guests recommend this hotel

Total of 509 reviews