The whole experience was not good. The key from the key box did not open the front door. The front door was unlocked but other guests were going in and out and were intending to lock it meaning that when I was planning to return after my work dinner I would be locked out. I called the number and spoke to a member of staff who was indifferent and refused to believe the key did not operate the front door. She was rude and very unhelpful. She suggested that I go to my dinner ( which I was now late for ) and come back at say 11.30 and if the door was locked ring the number again and they MIGHT send someone out from Long Melford!!! I pointed out that it was minus 3 outside and that this was not good enough. She then just hung up!! I eventually worked out that the key operated the side door not the front door as the e mail sent to me has indicated and as your very rude member of staff had insisted. I did call the number again and speak to a more helpful male member of staff but the whole experience was appalling. I shall not be staying with you again. The room and facilities were all fine save for issues of maintenance seem to be being neglected such as loose toilet seat in my room and common areas looking shabby. This comes from operating a ghost Hotel with no one on site. I shan’t be coming back. It is such a shame as I live Chestnut Inns and regularly go to The Ship, the Crown and Weeping Willow. Kevin Palmer

See above. Appalling experience.

We had chosen this hotel as it is near to the railway station as well as the centre of town. It is an old and pretty well maintained building with some interesting architectural features. It is not staffed, though adequate instructions had been sent via SMS in order to access the key to the front door and to the room. The bedroom and bathroom were very spacious, well equipped and warm. The bed was large and very comfortable. A useful stop-over fairly close to the centre of Bury St Edmunds.

Our stay would have benefitted from having staff around perhaps, not that we actually needed anything. No meals are available in the hotel, though we did know this in advance of booking.

The room was beautiful however the bathroom didn't have a door , it was located round the corner of the room ( open plan) so a lack of privacy if staying with a partner. I was with my daughter so it was ok . I would suggest the Bunburyroom is better for a single person or with family member. The room however was beautiful and so was the bathroom just would have liked a solid door between the two rather than a walkway.

I would suggest the Bunburyroom is better for a single person or with family member. The room however was beautiful and so was the bathroom just would have liked a solid door between the two rather than a walkway. Also because property unmanned you cannot drop off luggage earlier before checkin. So as had wanted to take train , we had to drive as didn't want to carry luggage around all day.

The hotel is currently up for sale, and is not staffed. However, clear instructions as to how to get into the hotel and our room were provided, and the room [a family one with two adjoining bedrooms] was spacious, clean, and very comfortable. Free-standing bath in main bedroom, and lovely big shower in adjoining bathroom. Quiet and peaceful. Currently no bar / breakfast offered, but as we were advised about this in advance it did not matter, especially as the hotel is a very short walk from the centre of town.

Only two small things: the coffee machine was complicated to work, and after a couple of tried we gave up - tho high quality tea bags were adequate compensation! The smaller room, with two single beds, had no bed-side lights, and those in the main room, from which we tried to transfer one, had different plugs and would not work there.

The property is for sale so there was no reception. I received a text with a code in order to retrieve keys in a box at the door. There was no breakfast. The good thing was that there was parking and my room was very nicely appointed and quite large.

There were no instructions about how to use the shower. It had a large overhead showerhead and a smaller one at the wall on a flexible hose. I could not work out how to get only the smaller hand held shower without wetting my entire head.

Location for central town- very good.Well appointed bedroom.Excellent furnishings & bed linen. Large walk in shower. The room was spacious,as was the carpark.ideal for short stays, on the absence of any staff or catering may not suit all for long stays. A very comfortable hotel.

No onsite staffing was a little off ,though the self entry system was directed correctly & fine to use. Hotel is located in a street with lots of two - three storey buildings, aesthetically nice but do help to make road noise a concern if your room is at the front.The contact / support number was a message service, no forthcoming reply to an arrival query. Bedside lights were nice, quite large and a little stretch is required from your slumber to switch on/ off.

The decor was lovely. The bathroom was the highlight. I loved the bath and shower. Lovely carpet and wardrobe. Loved the robes. Shampoo smelled lovely. Location excellent, just round the corner from the town.

There were a few stains on the bathroom curtains and the footstool, hallway stair carpet is very dirty, as you come in . The duck feather quilt and pillows were uncomfortable, and no staff to ask for synthetic. Bed was really squeaky. Would have liked extra coffees and sugar.

I loved that the bathtub was placed in the main room! Over all it was a beautiful room and it was very clean and tidy. It was also easy to access the building and the room itself following the instructions provided in the text message sent to my phone. The person doing the cleaning was very friendly and easy to talk to.

Two of the blinds were a bit broken but it really wasn't a big problem for me. The only thing I really missed was a fridge for storing some cold water and medicines in.

Very easy to find central location just about 400 metres into main part town and the abbey/gardens, so main attractions museum etc easy to walk to as were restaurants and pubs. Large room , comfortable bed with large bathroom with bath and shower. Room and bedroom spotless, good Wi-Fi reception. Entry code given to lock to retrieve the key to main door and room door. Plenty parking on site. Large windows so nice and bright as sunny day. I’m

The room was at the front of the house so was quite a lot of traffic noise in the morning

We thought the property was great and the girl even let my sister in law in her room early which was great as we were going to a wedding. The beds were really comfortable and had a great nights stay and we all liked the individuality of the rooms. We got a great deal through booking.com and we were happy to pay that price however if I was booking direct with the hotel I would not pay the price advertised as I feel it is very expensive and I know it is close to the town ect however just feel the deal we got on booking.com was better value to our family.

I would say the Templeton Room needs lights as the two lamps were just not enough to make the room a bit brighter.