Dragonfly Hotel Bury St Edmunds

What a star find. The rooms are lovely and comfortable, and there's a very nice bar that serves food. The staff were amazing. One chap was running the bar as well as checking us in, and though he was rushed off his feet, he stayed friendly, jovial and on the ball. I didn't catch your name, but you're a star!

We stayed for 10 days, and the room looked new, but it was very dirty. The walls and surfaces were grimy, and we found lots of hair in the bed and on the towels. Towels weren't changed, just folded to look as though they had been. We had to ask for the bed to be made and the bins emptied, or nobody would have come in, even though the door sign said to clean the room. I wouldn't recommend staying here. If you find somewhere better, go there.

My mum and I have stayed here every year for 16 years, and we have no complaints apart from the new 4pm check-in introduced this year. It used to be 2pm, and years ago they'd let us in at 12.30pm if the room was ready. They say the hotel has expanded and the housekeeping team is small, but they should hire more staff. You can pay an extra £10 per hour to get in early, which feels like a money-making scheme. There's no reward for loyalty. Such a shame.

The rooms are fantastic, and the staff are polite and friendly, but service takes ages. We waited over an hour for dinner on an evening when the place wasn't busy, and when it arrived it was pretty average. It's a solid hotel, though it could do with a few more staff.