Ickworth Hotel

My partner booked a stay at The Ickworth Hotel for my birthday and son, expecting a special and relaxing experience, but it was anything but. The service was poor—my room wasn’t cleaned, and the staff seemed uninterested in providing proper hospitality. I was repeatedly asked what room I was in while simply walking around, and staff kept reiterating the cost of things in a way that felt unnecessary and patronizing. It was hard not to notice how differently I was treated compared to other guests. On top of that, the hygiene was shocking. The first night, I found hair in my food. I also discovered hair on my baby’s bottle and even ended up with hair in my mouth after using a hotel towel. The hair was blonde, and I am black women with black hair, so it clearly wasn’t mine. For a supposedly high-end hotel, this level of uncleanliness is unacceptable. The most dangerous issue was their careless attitude toward my child’s allergy. I specifically requested oat milk because he has a cow’s milk protein allergy, yet they gave me cow’s milk. If I hadn’t tasted it first, it could have made him seriously ill. To make things worse, when I brought this up to the manager (Beth/Bethan/Bethany) , she refused to take responsibility, claiming she asked the staff and since no one admitted to it, there was nothing she could do. This kind of dismissal is completely unacceptable when it comes to food safety and guest well-being. To top it all off, the bar staff were inconsistent. I asked for an Amaretto Sour, and they refused to make it, saying it wasn’t on the menu—even though the menu specifically says to ask if you want a cocktail that isn’t listed. The next day, I asked again, and this time, they made it with no issue. It just showed how disorganized and unhelpful the staff could be. Overall, what was meant to be a special birthday trip turned into a stressful and uncomfortable experience. Whether this treatment was due to poor training or something more concerning, I can’t say—but I do know that I won’t be returning and wouldn’t recommend this place to anyone.

We have just returned from a family holiday staying in one of the self catering apartments on site. Having read the reviews before we went, we knew that there were a lot of areas that needed improving. That said, we weren’t quite expecting there to be as great a need for improvement as there was in reality. The biggest disappointment was food. We had booked breakfast which was abysmal. There are continental style buffet tables laid out in the hallway between the dining room and orangerie where most guests are seated for breakfast which is quite awkward manoeuvring between other guests. Food on offer on the buffet tables includes granola decanted into a glass jar (which comes from a packet and is clumped together) and museli along with boxes of cereals such as coco pops, rice krispies, etc. they do provide some seeds such as chia and pumpkin, jams, butters, breads etc for toasting, yogurts and fruit. Fruit selection was really poor and was going off most days. The hot selection of breakfast food should have been quite appetising but in reality it was cold and soggy. We heard several guests complaining to the waiting staff each morning - who did confirm the eggs, sausages, etc. had been sitting out since 7:30 that morning and weren't being replenished. We tried several items on the hot food breakfast menu but sadly it was all very bland, soggy and cold - pancakes, waffles, eggs, etc. One morning for example a single waffle would arrive on a saucer from the kitchen with berry compot and another morning you would receive several on a larger plate - there was a lack of consistency. We did not eat dinner at the hotel because we had read other reviews, had poor breakfast over several mornings and had walked past dinner being served on the first evening which looked like a pretty dry, small, burger from what was quite an expensive food menu - if you do stay here I would advise to eat in one of the many nice pubs for the same price or less. The hotel is very dated and communal areas aren't kept particularly clean. Our accommodation was suitable for pets so perhaps the main hotel bedrooms or other rooms in the self catering area are of a higher standard but from what we can review - carpets and sofas stained, missing crockery and cutlery, a very small fridge with no freezer compartment, a lot of bugs and spiders in the apartment (it was very warm and so windows were open upon our arrival which probably brought in a lot of bugs). Beds were clean and comfortable, showers were good with hot water, cleaners replenished towels and cleaned our area. Staff were friendly but young with little say over the areas that need changing and improving. The Ickworth Estate is beautiful with wonderful areas for the children to play - we hired bikes from the National Trust kiosk on two separate days and completed the trails, took a picnic and really enjoyed it. Played tennis and used the pool. The pool itself was clean but the changing area was very dirty and rundown. We stayed outside peak times therefore we were not unhappy with the price paid for dog friendly accommodation on what is a lovely National Trust estate, but we wish we had not paid for breakfast and done our own in the little kitchenette in our apartment - we could not justify the prices that they charge for school holiday times or for the food. Overall, we won't be back to the hotel but the estate is lovely.

Was brought the spa day package for an 25th anniversary. I was lovely from start to finish. Beautiful surroundings, staff so welcoming and all so friendly. I had a treatment book with my husband who decided to pass up on the opportunity and relax in the lounge with a cup of tea.The staff were so kind and extended my appointment so I could have both . Wonderful facial and body scrub. They were so kind and even phoned reception to move back our lunch reservation time for us. Food was amazing, lovely choice of food. Also a lovely touch of free pots of tea while enjoying your day . Pool area wonderful, good changing facilities. We went in the afternoon as a much quieter time. The whole place felt laidback , loved the fact there were wellies on the doorstep and tennis rackets near the back entrance. Really made you feel welcome. This visit has really made me want to do the day again and stay over next time .

This was our fourth time staying at this hotel and there was a noticeable improvement in the staffing levels and particularly in the speed of service at meal times. And that was during a busy half-term week. Well done to everyone involved - it was an issue that had really needed addressing. The friendly and efficient service from the junior staff makes all the difference.

Family hotel where they have thought of everything! Really rare to come away from a family holiday more rested than when you arrived so we would definitely recommend a stay here. Four bears den club worked really well for our 2 boys. The 2 hour sessions are just right for parents to get a bit of peace without feeling guilty. Lots of things to do nearby that kept us busy all week - I can recommend going to bury st edmunds. Hotel room even had a portable AC which was very useful in the heat wave. I know they are refreshing the hotel this winter and I can see that it needs it - it didn't really affect our stay though. The staff were extremely friendly and helpful. (I saw some reviews to the contrary so thought I would mention our experience was good.) The reviews about the food price though I have to agree with (and, as a comfortable middle class person, I've never felt the need to leave this kind of feedback ever before). We found ourselves doing everything to avoid the extortionate hotel food (including ordering kids options for ourselves) which was probably priced about 50% too high. It was priced like the Ritz but was probably the quality of a decent gastro pub. E.g. £16 for a prawn cocktai starter, really? The kicker was that didn't even include 12.5% service charge - which was a 'nice' surprise at checkout. Speed of food was slightly slow at times but nowhere near as bad as other reviews make out - again didn't really bother us except maybe once. I recommend to try and book yourself into the one bull in bury for Sunday roast - super friendly delicious food, reasonably priced and with the lovely abbey gardens right next door. Small improvements I would mention for the hotel 1. - install some hot water blending valves under the sinks and set them properly to limit the scalding water - a sign is no good for a 4 year old. You have them already under some but they just need a twist to set the hot water temp! 2. Purees are great for the little ones but I'd also love some simple finger food (carrots, parsnips, broccoli) and maybe a dip. What middle class child isn't brought up on hummus these days? 😅 3. Get some sticky/suction plates and bowls - you will save your staff 90% of the cleanup from food getting immediately chucked on the floor.