BEDFORD LODGE HOTEL

Disappointed, overpriced. Hotel is comfortable but lacking in cleanliness. Horrified to find a blood stain on bed throw, carpet was stained too, (as per attached photos). Disappointing lack of attention to detail. Breakfast was nice but self service was right on top of other guest’s tables, meaning that you felt you were invading their space, making you feel quite uncomfortable. Was charged extra for a latte at breakfast, extremely surprisingly, this was the first time experiencing this at any hotel I have ever stayed at. Returned from a day at races to find room keys had been cancelled, no explanation or apology, after making my way back to reception to request a replacement. Overall not worth the room rate and will definitely look for alternatives when we visit the area again next time we attend the races at Newmarket. Very disappointed.

Superb - but could be excellent Booked an Executive suite and whilst it wasn't cheap for 2 nights bed and breakfast we did feel we had value for money. The suite itself consisted of a separate lounge and sleeping area which was very nice. Decor a little outdated but this didn't bother us. Fresh milk and bottles of juice and water in the fridge every day was a nice touch, and plenty of tea and coffee to last us for our stay. Few minor issues that could be easy sorted would make this hotel excellent. - Room had very few power sockets, and none of which were anywhere near the bed - making charging electricals challenging. - I see that this is a common comment so perhaps something the hotel should really look into. For some reason we only had 1 dressing gown, and whilst we didn't actually use it a room for 2 people should have 2 gowns surely? In order to use the pool you were required to use your room towels? Found this a bit odd as most hotels now give you fresh towels when you go to use the pool? Meant if we then wanted to shower we would have to use the same towels as we had used by the pool? The first morning of our stay we were rudely awoken by the window cleaner at 8am sharp. Breakfast - bit of a farse. Was seated and asked if we wanted tea and coffee. The cereals etc are self service - that's fine but you have to squeeze past other tables to reach the area invading space of other residents in the process. - We then received someone else's hot food order, and when requested extra toast it never appeared - despite reminding staff twice. Overall a great hotel that needs a few extra tweeks to make it excellent. Would we stay here again - yes without hesitation.

Beautiful Hotel - some very good staff despite the very poor management - overall mostly positive! I booked 7 or 8 rooms for my birthday weekend which coincided with a Newmarket race weekend and so prices were at a premium (which is fair enough). The reservations process was very good - Maria in the reservations department was excellent. For the price and with such a positive booking experience, we had high expectations which sadly were not met. Upon arrival, we were however fortunate to meet the wonderful Andrew in the bar and restaurant - he epitomises hospitality. He, and a few others (Liam and Reggie to name just a few of those we encountered and who looked after us so well) really understand what it is to work in the 'service industry'. There were a few too many issues throughout the weekend such as (rather embarrassingly) being unable to charge £13 water to my room at breakfast on Saturday (being told in front of all my guests - thankfully good friends but still.. - that the hotel had declined my ability to charge to my room.- I was at breakfast with no cards or cash and a friend had to pick up the tab!). This was explained at check out that it was due to computer issues that the staff were unaware of at the time. The deputy GM later explained that it was the busiest breakfast of the year and they'd served 160 guests that morning. To my mind that's beside the point - you're either able to offer breakfast to 160 people or not but guests should not suffer because you're understaffed or haven't made appropriate preparations for a busy breakfast shift. One issue culminated in an altercation with the deputy GM and restaurant manager and, having addressed this and the number of other issues directly with the management in writing, not surprisingly, I have received a very uninspiring and I would suggest slightly passive aggressive response which has rather added insult to injury. Overall, the hotel is in a beautiful setting, the rooms are very comfortable and the service mostly very good despite the prescriptive approach to management that does not allow for a bespoke guest experience.

Worst customer service experience ever My girlfriend is 29 weeks 4 days pregnant and she saw blood down below so we spent 2 nights in hospital which happened to be on the same days/ nights for the spa hotel and the manager still proceeded to charge me full payment and was rude to me over the phone before hanging up on me. yes there’s a contract and it must be cancelled before the 22nd of June but how was I supposed to know we would have had to go hospital literally a day before. There was no sympathy whatsoever of even asking about my girlfriend health of how the pregnancy is and that’s lefts me angry because have the decency to be a human being while being professional.. totally disrespectful over the phone and doesn’t have an ounce of compassion in her soulless body.

Nice hotel, but with a number of issues Lovely hotel, let down by a few issues: - Room’s air con was broken, and it was a hot day so it was stifling and hard to sleep! - Although ground coffee and a cafetière was provided, the cafetière was for a single cup, so you had to clean it out to make two cups - a bit unhelpful for couples using the room! - Despite the cost of the hotel, espresso based coffees are not included in the breakfast. This seemed a bit ridiculous to have to pay extra for that. I understand it is more effort, but after the cafetière point above, it is slightly irked me! - The breakfast bar where guests help themselves to things was right up against tables with other guests eating, and forced guests to invade personal space. - The staff were so quick to get their jobs over with, that they cleared away my husband’s plate while he still had food not on his plate and in his mouth! A lot of the staff were very welcoming so this was more of a one off. The hotel is in a lovely setting, and apart from the issues above would have got a great review, but I doubt we will return!