Suryahotels Omdömen 

We stayed at the dragonfly hotel in Bury St Edmunds on the 4th of July. The room was clean and the bathroom looked like it had a recent re-fit. We got talked into breakfast the next morning which was a mistake. It made Premier Inn looks luxurious! No fruit except a banana or kiwi, no tomatoes, mushrooms for cooked breakfast. The fried eggs looked like they had been thrown in the warmer. Only one tea/coffee machine which, when asked for a flat white, delivered black coffee! A total disaster and not worth the £10 each. Should have gone to Tesco just a short drive away.

It is stared on Agoda as 4 star hotel. We checked with AI for aircondition in rooms as we were in Farnham on one of the hotest days. Tried to call the hotel no one picked our call. No air on , no fridge, and had to go at night to buy our own water from a local shop, no slippers for guests and a very basic bathroom with handwash on basin looking tired and rusty. Only shower gel and conditioner, nobody cream for after shower. The breakfast was very basic and no water bottles or in an enclosed jar with tap an opened jug of water and two jugs of juice. Very indifferent and grumpy man at the reception not helpful at all. The hotel mentions EV. Car charger for all cars but is strictly for Tesla’s. We had to go elsewhere to charge . Expensive for the basic facilities. We trusted Agoda hence booked this hotel. Don’t go there. If we knew the kind of facilities it provided we would have booked the premier inn

I’m very surprised to read poor reviews given my own experience. We’ve stayed at Dragonfly (Bury St Eds) several times now and always found it to be clean and pleasant, albeit it’s not a high-end, luxury hotel. I’m now moved to write a good review after calling the hotel’s central reservations line to amalgamate two separate bookings made via Booking.com. They answered the phone quickly. And dealt with the matter efficiently and in a personable manner. Sadly that’s not something you can often say about telephone helplines these days. So credit where credit is due. Keep up the good work, Dragonfly!

Booked a room at Dragonfly hotel, realised a mistake was made and tried to cancel. Took 3 days for the payment to go through and no response form hotel. Tried chasing and was told I was no show so wouldnt get a refund, even though i tried to cancel within 10 minutes of making booking. Now they wont even provide me with a receipt for the payment taken!!!!!

The hotel is ok, but beware the attitude to custmers should anything go wrong.

I arrived early for my room, so I went to the hotel bar to wait. i started talking to another guest and he warned me that he had fallen foul of the hotel's car park rules. you have to register your car number at reception.

I too had miss their signs and went immediately to reception to explain. I was reassured by them that everything was ok.

I was on an extended trip to the UK and when I returned home 6 weeks later I found a letter from my hire car company charging me £90 for a parking transgression at the hotel.

I have written to the hotel management and the Surya Hotels only to be told that it is my fault and I should have seen the signs and collected a ticket to display in my car.

I was not told of any such arrangement when I went to report to reception. There was no ticket left on my windscreen warning me of my transgression, and I was not told when I went to check out in the morning. All opportunities to fix the problem.

Yes you may argue I should have seen their signs. I did not and from my conversation in the bar neither did other guests. At best the hotel's attitude to its guests is appalling, at worst this is bordering on a scam to take money from honest customers.

Still .... no apologies, offers returning the money or a change of policy

Thatchers hotel Horsley
Had the very best afternoon tea both savoury and sweet, for miles in Surrey. Savoury was all warm , even my scones where warm light as a feather full of fruit, freshly made sandwiches really fresh , beautiful views from where we sat . A delicious treat.

We booked into the Hallingbury Manor Hotel, beautiful hotel and grounds, friendly staff, that's the end of the good news. Reserved dinner for 7.15, waited at the bar for 20 minutes to be shown to a table. Took our order which I had to go the bar to correct, and they still managed one of the two meals wrong. They had the bar waiter and the receptionist trying to serve and wait on 40 people, bonkers. Not as bad as breakfast next morning. Arrived at the restaurant at 8.50, went to the buffet bar, and apart from some cereals, there was nothing else there, no bread, no breakfast food, zilch. When the coffee came it was stone cold. All due to a total lack of staff and staff training.

We enjoyed our stay at the Hogs Back Hotel itself but if you have a car rental...BEWARE!!!!!! We were warned by Expedia to register our vehicle at reception which we did on arrival but still got a parking charge!!!! We stayed at the hotel Dec 13th, 2024 (thankfully not any longer) and have only just received the letter from Avis today Feb 5th, 2025!! We were travelling to the UK from the USA for my fathers funeral and by the time Avis had posted a letter to us (who does THAT anymore?) we could not appeal the charge from Civil Enforcement Ltd (should change their name to Daylight Robbery Ltd) as their '28 days to appeal' had elapsed. No notice on the car, nothing mentioned at checkout, nothing from Avis. Avis took the money from my bank account with no warning and I have no recourse...I feel financially raped...what a scam...I am very angry .\ /.

The Duty Manager at Thatcher's Hotel, Guildford, was very hospitable and advised me how to ensure I did not incur a parking fine from the independent operator if I planned to stay more than 24 hours.
He also acquired a new gan heater when I explained the room needed a little extra heat.
The folowing morning the operations manager made an exception to cater to my breakfast requirements even though technically he was in his right not to (I arrived just after breakfast officially ended).
Simone took care of my breakfast requirements and was a charming host.

To begin with I would like to emphasis that this review is not directed at the Hotel itself but to the Central Reservation department and the 'gentleman' I spoke to who after some time told me his name was Paul (he refused to give a surname).
I have just been staying at the Kingscliff Hotel in Clacton-On-Sea and had an enjoyable stay. Whilst there I booked some additional dates to stay in December. I paid for these direct with the Hotel at reception. I was under the belief that these were the best rates available as it states on the Surya Hotel website. When my son attempted to book the same dates he was offered a 30% discount on Booking.Com. I phoned the Central Reservation line to ask would they be able reduce the price I paid to match that of Booking.Com. I spoke to a lady who said she couldn't help. I asked to be put through to her superior which she done. This is where it all went wrong. A man came to the phone who continued to talk over me whilst I was trying to explain the issue and when i continued to speak he said I was shouting at him. He then just put the phone down on me. I called back and he kept saying that the price was non-refundable. He said he could give a reduction but this was only because it was a lesser room. The conversation was going nowhere so I left it that.
I suggest that when looking for prices go on the web to secure the best prices and not direct to the hotel.
Also, 'Paul' gets a job where he doesn't deal with the public.

Trying to buy brunch at the Mill Hotel in Sudbury this morning was a joke. I ordered 2 coffees and 2 English breakfasts. We were presented with 2 coffees and 2 teas. When questioned, the food order hadn’t been put through. The 2 teas were refunded and we thought at that point the food order had been put through. However after a further wait we were told that the breakfasts still hadn’t been ordered. At that point we left. Waited an hour for food that never arrived. No apology or attempt to put things right. Have to question whether the staff have received any training. The supervisor who intervened at the point the teas were refunded also failed to follow through with the food order. Couldn’t get the basics right. Poor customer service.

My wife and I stayed at the Mill hotel Sudbury. It was a special offer including breakfast and discount on the evening meal. We found staff very friendly and helpful, and the restaurant food of good quality. The room was clean. However the room was in the annex, it was entered with a key card then again the same card to the room.
The card also operated the room and bathroom lights which if one of us went out they needed the card to access the building leaving the person in the room in the dark. Also the lighting in the room was very dim and there was no bedside lamp. In the bathroom the toilet seat was loose and no toilet brush (common in hotels these days) was provided so we bought one.
I would return as the plus outways the minus.

SCAM HOTEL CHAIN - avoid this hotel chain like the plague! If you have ANY issues they won’t help you, they’ll fob you off to some email address that doesn’t respond. Spent a lot of money here which doesn’t look like we’ll be getting back! Grotty hotel with absolutely 0 customer service!!!! Avoid, avoid avoid!!!!! (This is about Hogs Back Hotel)

I called Surya Kings Cliffe Holland on Sea hotel number and was redirected to a central call line and spoke to a service agent, a well spoken young man who for some reason declined to give his name. I wanted to know how my membership of the "Surya Club" would benefit me when making a booking as the website advertises a 20% saving for club members. Having stayed at the hotel before, I wanted also to request a specific room.
The gentleman quoted me the same basic price as advertised on the website and could not explain why there was no additional benefit as advertised. After some pressing by myself and again requesting his name he put the phone down on me with a flourishing final thank you. I was pretty upset as I really like this hotel but looking at the reviews it is probably time to try elsewhere.
I emailed Surya with a draft of my review to see what their opinion was but no response.

This was a booking for a group of church leaders made at quite short notice.
The events manager, Leanne was so helpful and pleasant in spite of several changes to our numbers along the way.
Staff throughout the hotel were friendly and helpful, the food was great (and well presented).
It proved to be a delightful venue in which to meet, discuss and to enjoy some much needed off duty time. in a lovely setting not too far away from home.

This company has no desire to put things right, over charged from advertisement 2 cream teas for £24 but charged £36.98 for 2 and we bought 8 so £50 more than advert, the ad reads monday to saturday 12 noon to 16.00, if they were nice then it would not be such an insult but the sandwiches were dried up and in edible we had to order chips, the fillings were so minute you didn't know what they were,, all in all not a nice experience

The staff at head office are extremely unhelpful, sarcastic and rude. My experience with this company has only been negative.

Kingscliff - Clacton

Our arrival was pleasant enough, greeted welcomely and reminded to enter our car registration for the 2 days we were to be there rather than one. I was grateful for this as I no doubt would have ended up with a ticket.

Upon entering the room I was surprised and the size and view. It was well appointed with a large bed, sofa and an excellent view. All was well so far. We managed to book a table for 4 as friends were meeting us and the food was excellent service very good also.

The downside was when heading back to our room my partner noticed we had no coffee or coffee pods which was advertised on your website. There were 2 decaf coffee and not much else. At almost mid night there was no one to speak to at reception which was fine my thoughts were to head down in the morning after a shower. However the problems then began…. Half was through my shower and with some very soapy eyes the water had simply stopped working. No low pressure or drip drip just a simple stop. The only way I could get some water was to turn all the way to cold which is not ideal given it’s the middle of October it was bloody freezing. So after my bad experience with the shower I headed to reception to explain and to mention the coffee situation. The response from your receptionist was frankly less than ideal. “if you turn it to cold it will come out” she said. So I assume it is now acceptable to pay £130 for a room, £145 for dinner, over £25 for a round of 4 drinks and to not expect a hot shower the next morning.

That aside I then moved on to the subject of the coffee with your receptionist who explained you were “out of coffee pods” and she could offer me some instant. I reluctantly accepted however on closer inspection these were decaf also. I asked if I could have some adult coffee to be told “that was all she had”. So I then asked if we could have a coffee from the machine behind the bar to then be told “only if you pay for it” which was ironic given I had paid for it with my room and we should have had proper coffee at least if you didn’t have the coffee pods you advertised.

So all in all the review was going to be good until we hit a problem and your receptionist either did not have the training to deal with our problems or the inclination to help. In my opinion it was the latter. She simply did not want to be there and on our check out visit we found her away from the desk playing with her phone.

This wasn’t quite the stay I was expecting and it will likely help us decide not to stay in one of your hotels again.

Dukes Head Kings Lynn. Impossible to get in contact with them and we only wanted to book a weekend at the hotel, Rooms were available but the central booking line was unattended and the hotel direct line was again unmanned and no answer. So did not bother. It is really hard to do business with such a retrograde company like this. I don't expect any response as no one ekse has had one

I had a horrible experience with the dining team and was discriminated. The manager was never available and did not respond to my email when I made a complaint