Find the Best Malmesbury Hotels

Service is very good

Bursting with character in this fantastic town centre location. Lovely staff and extremely friendly and helpful manager. Extremely clean and very well decorated with a beer garden that has an awesome view. Be ready for the turn in to the car park. It looks very narrow compared with what most of us are used to but actually is very doable, there were some quite big cars in the car park! Even though we were there on a very busy Friday night we couldn't hear a thing in our room and slept very well and the extremely comfortable bed. The food was good too!

I recently stayed at the hotel from 24th May until 27th May, and unfortunately, my experience was extremely disappointing throughout my entire stay. We had booked a double room and informed the booking team that we would have a baby with us, necessitating a room with easy access. Over the phone, we were assured that a suitable ground-floor room was available. However, upon check-in, we were given a room on the first floor up a narrow flight of stairs, which was completely unsuitable for our needs. When we addressed this issue with the reception, the individual there informed us that he works at the bar and could not assist us, and that we would need to wait for the owner. When the owner eventually arrived, he claimed that no such request was made during the booking process, despite us explicitly discussing it over the phone. He also stated that the only accessible ground-floor room was smaller than a double bedroom and unavailable. Despite our observations that rooms in the new block opposite reception were vacant, he insisted they were occupied and suggested we swap rooms with our family members. The service during breakfast was extremely slow, with the waiting staff appearing overwhelmed despite the few occupied tables. The food quality was mediocre, and on the first day, I found a hair in my plate, which was very off-putting. The following days saw no improvement in the speed of service. On 26th May, my family decided to dine at the hotel restaurant. Despite informing the staff that they would be dining shortly after having coffee in their room, they were told upon returning that the restaurant had run out of stock. This was particularly frustrating as other guests were being seated during this time. The overall service was shockingly poor, with a clear lack of understanding of how to deal with customers. The level of unprofessionalism and the inability to accommodate simple requests left us very disappointed. I am surprised that the hotel is still operational with such substandard service. This experience has certainly affected our perception of the hotel, and I would not recommend it to others. Improvements in customer service, communication, and general hospitality are urgently needed.

Clean and tidy service is very good

It was very late when we arrived, but the store was waiting for us, which was so heartwarming☺️