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Reviews of Rutland Arms

3 out of 5
Rutland Arms
33 High Street, Newmarket, England

Reviews

7.6

Good

Rating 10 - Excellent. 116 out of 555 reviews" "
Rating 8 - Good. 236 out of 555 reviews" "
Rating 6 - Okay. 145 out of 555 reviews" "
Rating 4 - Poor. 39 out of 555 reviews" "
Rating 2 - Terrible. 19 out of 555 reviews" "

7.8/10

Cleanliness

8.4/10

Staff & service

7.0/10

Amenities

6.8/10

Property conditions & facilities

Reviews

6/10 Okay

DS Smith PLC

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Always great stay, good location, great food, friendly staff, had a good night sleep, lovely rooms and comfortable beds.
Stayed 4 nights in Sep 2019

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service
Very old looking hotel which is due a refurb in 2020. Staff were good. would dI book again...yes I would.
Stayed 2 nights in Dec 2019

6/10 Okay

Ian, Denbighshire

Travelled with partner
Liked: Cleanliness
Comfortable Bed. Room very small. Public areas shabby, carpets threadbare. Breakfast service poor but quality of food OK. Overall overpriced for the quality on offer.
Stayed 2 nights in Nov 2019
Response from Reception Team on 10 Dec 2019
Thank you for your feed back, we are looking forward to renovations in the new year which will address these issues. Our sincere apologies. With Kind Regards Reception Team

2/10 Terrible

Mark

Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Terrible
Stayed 1 night in Nov 2019
Response from Reception on 10 Dec 2019
Thank you for your feedback With Kind Regards Reception Team

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is set in a good location ,good parking facilities and very welcoming staff ,foid was good and rooms were clean and tidy as was hotel . There was nothing to dislike we will be staying there again.
Stayed 1 night in Nov 2019
Response from reception team on 24 Nov 2019
Thank you for your feed back, we look forward to your next stay with us With Kind Regards Suzan Reception Team

6/10 Okay

Kovacs

Business traveller
Liked: Cleanliness, room comfort
Disliked: Staff & service
Stayed 2 nights in Nov 2019

6/10 Okay

Verified traveller

Business traveller
Stayed 1 night in Nov 2019

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities
The friendly staff made us feel most welcome. Bar food was excellent.
Stayed 1 night in Nov 2019
Response from reception on 10 Nov 2019
Thank you for your feed back we are delighted you enjoyed your stay with us and look forward to your return. With Kind Regards Suzan Reception Team

4/10 Poor

Stephanie

Business traveller
Disliked: Staff & service, property conditions & facilities, room comfort
Overpriced and very tired!
This hotel has definitely seen better days. The carpets both in public and bedrooms are worn, and gives a poor impression of the place. The plumbing in the bathroom was terrible and the shower and bathroom suite would have been modern in the 1970s. It certainly is not value for money and I was pleased to leave after spending 2 nights there on business. Breakfast was good, but you felt you were imposing on the staff by interrupting their private chats to ask to order some coffee.
Stayed 2 nights in Sep 2019
Response from reception on 10 Nov 2019
Thank you for your feed back, we are looking forward to renovations in the new year to bring the hotel back to glory of the 18th century building. Our apologies re breakfast this is not our normal standard of service, I will pass this on to our Operations Manager. With Kind Regards Reception Team

4/10 Poor

Lee

Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Grotty
Food was Terrible room smelt of smoke And was disgusting, the bed was like an Ironing board.
Stayed 1 night in Nov 2019
Response from reception on 10 Nov 2019
Thank you for your feed back, I will pass your comments on to both the kitchen and housekeeping, guests are not allowed to smoke in the hotel. With Kind Regards Reception Team

8/10 Good

John

Liked: Staff & service, room comfort
Stayed 1 night in Nov 2019

4/10 Poor

Verified traveller

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Our room was filthy. The beds were badly made, with a grease stain on a decorative cushion. The windows and frames were really dirty as was the desk and the coffee and tea tray. Worst of all was the bathroom. The underside rim of the toilet was dirty, the shower/tap combination corroded and the shower curtain grubby. The heated towel rail didn't work BUT worst of all there was BLOOD on the sink tap and the wall. Despite reporting this at once, nothing was done and the room remained the same. I cleaned up the blood. The hotel is very tatty with too few staff. Breakfast service on the first day was awful and there was no white bread available. The one good thing was dinner in the restaurant which was very nice. I was given a £50 refund, which on reflection I wish I had not accepted but was in a rush to leave. This hotel cost £120 per night, which under the circumstances is outrageous.
Stayed 2 nights in Oct 2019

6/10 Okay

Gavin

Business traveller
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Terrible shower
Hotel is in need of a revamp!! Bathrooms especially!! You literally have to run around in the shower to get wet. I live my life in hotels and I ask for a comfy bed and a decent shower!! Sadly this failed massively in the shower department. Breakfast was nice and staff friendly but it’s let down by its amenities!!
Stayed 3 nights in Oct 2019
Response from Reception on 10 Nov 2019
Thank you for your feed back, we are looking forward to renovations in the new year which will address this issue in the room. We do hope you will visit once this has been done. With Kind Regards Suzan Reception Team

6/10 Okay

paul

Business traveller
Liked: Staff & service
Put in older rooms, showers are the worst I've had , you have to run round to get wet
Stayed 2 nights in Oct 2019
Response from reception team on 10 Nov 2019
Thank you for your feedback, I will pass on your comments to our maintenance team, we are however looking forward to renovations in the new year which will address this issue. With Kind Regards Suzan Reception Team

10/10 Excellent

david

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 13 nights in Oct 2019

8/10 Good

Paula

Travelled with group
Liked: Staff & service, room comfort
Disliked: Property conditions & facilities
Staff were lovely. The hotel is very tired and needs so much work. The actual building is beautiful. In saying that the beds were very comfy however the light bulb had gone in the bathroom so very dark. Great location
Stayed 2 nights in Oct 2019
Response from reception on 27 Oct 2019
Thank you for your feedback, we are to have renovations shortly and do hope you will join us in the future. With Kind Regards Suzan Reception Team

10/10 Excellent

John

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2019

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a lovely old hotel and keeps all its heritage , large room we stayed in with 4 poster bed was more like a suite , Lovely stay and very welcoming staff , even made it for breakfast on our check in day , Only on downside some of the fixtures are a bit worn but i suppose that comes with it being an old building , perfect for a place to stay after a day at the races
Stayed 1 night in Oct 2019
Response from reception on 24 Nov 2019
Thank you for your feed back, we are looking forward to renovations in the new year. We hope you will join us again. With Kind Regards Suzan Reception Team

8/10 Good

Les

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2019

4/10 Poor

TREVOR

Business traveller
Liked: Cleanliness
THINK IS MUST HAVE HAD A COUPLE OF BABY ELEPHANTS ABOVE ME
Stayed 4 nights in Sep 2019

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All the staff were helpful and friendly with nothing being too much trouble
Stayed 2 nights in Sep 2019
Response from reception on 27 Oct 2019
Thank you for your feed back we are delighted you enjoyed your stay and look forward to your next visit. With Kind Regards Suzan Reception Team

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel was very comfortable and welcoming. Staff very nice. The menu could be a bit more varied.
Stayed 3 nights in Sep 2019
Response from reception on 10 Nov 2019
Thank you for your feed back, we are delighted you enjoyed your stay with us, I will pass on your comments to the head of kitchen. With Kind Regards Suzan Reception Team

10/10 Excellent

Verified traveller

Liked: Cleanliness
Stayed 1 night in Sep 2019

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful old hotel with exceptional staff. Perhaps a little tired but very clean and had everything required for a short stay. Breakfast offered nice selection and good food. Breakfast staff were really stand out - prompt, considerate, friendly and helpful even when very busy.
Stayed 2 nights in Sep 2019
Response from reception on 10 Nov 2019
Thank you for your feed back, we are delighted you enjoyed your stay. I will pass on your comments to our Operations Manager. With Kind Regards Suzan Reception Team

8/10 Good

Jon

Business traveller
Liked: Staff & service
Olde Style!
An old Coach Inn right in the centre of town! Plenty of character and very friendly and efficient staff throughout. A good place to stay!
Stayed 1 night in Sep 2019

8/10 Good

Verified traveller

Liked: Staff & service, amenities
Stayed 1 night in Sep 2019

8/10 Good

Sofia

Liked: Staff & service, property conditions & facilities, room comfort
Lovely hotel but need to improve cleanliness
Lovely quirky hotel with friendly and helpful staff but the rooms had not been cleaned properly and the carpets needed hoovering!
Stayed 1 night in Aug 2019

8/10 Good

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They went above and beyond to ensure our stay was memorable.
Stayed 1 night in Aug 2019
Response from reception on 30 Aug 2019
Thank you for your feed back, we are delighted you enjoyed your stay with us and look forward to seeing you again. With Kind Regards Suzan Reception Team

6/10 Okay

Raymond

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Rude Awakening
Staff was very nice during check-in and out. The only problem for the stay was that we were rudly awaken by a false fire alarm for 20 minutes. My family and the rest of the guest were just standing there in shock and could not get answers from the night porter. No, fire department showed up and the night porter couldn't find the keys to silence the alarm. He had to call someone to find the hidden keys. After the keys were found and alarm was shut off, he told us to go back to our room with a vague explanation of if we would be safe for the night. I am sure it was extremely difficult to get back to sleep for my family and the rest of the quest this night. My family and I stayed up the rest of the night.
Stayed 1 night in Aug 2019
Response from reception on 27 Aug 2019
Thank you for your feed back, our sincere apologies re fire alarm unfortunately these things happen and have to be checked out properly which can take time, however the night porter is new and will have further training in this area to avoid misunderstandings in future. With Kind regards Suzan Reception Team

10/10 Excellent

Lisa, South Korea

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very friendly. I really enjoyed talking to the night porter.
Stayed 3 nights in Aug 2019
Response from reception on 27 Aug 2019
Thank you for your feed back, we are glad you enjoyed your stay with us and look forward to your next. With Kind Regards Suzan Reception Team

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Enjoyed our stay, room and hotel clean, breakfast good value
Stayed 2 nights in Aug 2019
Response from reception on 17 Aug 2019
Thank you for your feed back we are delighted you enjoyed your stay with us, we look forward to seeing you again. With Kind Regards Suzan Reception team

8/10 Good

trevor

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Needs updating
Stayed 1 night in Aug 2019
Response from reception on 17 Aug 2019
Thank you for your feed back, renovations to our 18th century are in the planning and will address this issue. With Kind Regards Suzan Reception Team

4/10 Poor

Liz

Disliked: Cleanliness
breakfast service was excellent. Rooms very dates and shoddy.Bedroom window was jammed open with a can of men’s deodorant. Bed springs dug into you and when I removed sheets I was horrified to see I had been sleeping on a grimy heavily stained mattress, not what you expect at £81 a night.Shower curtain was half hanging off badly stained with blue ink and yellowing . When checking out receptionist never asked if we had enjoyed our stay just commented we had prepaid. Obviously knew what room 355 was like.
Stayed 1 night in Aug 2019
Response from reception on 17 Aug 2019
Thank you for your feed back, our apologies that your room had not been laundered correctly this is not our usual standard. We are looking forward to renovations to our 18th century listed building which will address these issues. With Kind Regards Suzan Reception Team

8/10 Good

Verified traveller

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
The hotel has no lift it was a bit of an inconveace
Stayed 2 nights in Aug 2019
Response from reception on 17 Aug 2019
Thank you for your feed back, as a 18th century listed building we are not allowed to have a lift however when we have our renovations the new building will have disabled facilities and a lift. I hope this helps With Kind Regards Suzan Reception Team

8/10 Good

Paul

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Went to Newmarket Summer Evenings Meeting on a Friday evening. Ideal location. All was very good. Enjoyable stay
Stayed 1 night in Jul 2019
Response from reception on 17 Aug 2019
Thank you for your feed back, we are delighted you enjoyed your stay with us and hope to see you again. With Kind Regards Suzan Reception Team

10/10 Excellent

Jonathan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Well placed with friendly staff
Always try to stay here when working in Cambridge. Rooms are comfortable, breakfast is nice and the staff all very friendly. Secure car park is a huge bonus.
Stayed 1 night in May 2019
Response from reception on 24 Jul 2019
Thank you for your feed back, we glad you enjoyed your stay with us and look forward to seeing you again. With Kind Regards Suzan Reception Team

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice hotel, great reception and bar staff
A pleasant stay. Other than the long wait for breakfast and the manager blaming the chef directly to the customers, it was a lovely stay and would certainly stay there again.
Stayed 1 night in Jul 2019
Response from reception on 23 Jul 2019
Thank you for your feed back, our apologies for the service this is not up to our usual standard . With Kind Regards Suzan Reception Team

6/10 Okay

Verified traveller

Liked: Cleanliness
Disliked: Property conditions & facilities, room comfort
Wonderful building, but rooms need updating. Bed was very uncomfortable and breakfast disorganised and buffet option not replenished
Stayed 1 night in Jul 2019
Response from reception on 23 Jul 2019
Thank you for your feed back, I will pass on your comments to our food and beverage team as this is not up to our usual standard of service. With Kind Regards Suzan Reception Team

6/10 Okay

Verified traveller

Travelled with partner
Liked: Cleanliness
Its a nice hotel, clean and busy but it seemed very dis organised this year and our room was very noisy. You could hear the people above moving about all the time and it overlooked the car parks which you could hear all the comings and goings from the public car park and hotel one. Breakfast was nice once delivered but new staff and lack of communication between kitchen and restaurant gave it the fawlty Towers feel.
Stayed 1 night in Jul 2019
Response from reception on 23 Jul 2019
Thank you for your feed back, I will pass on your comments to our operations manager. With Kind Regards Suzan Reception Team

2/10 Terrible

Verified traveller

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Basic unhygienic state of bath and shower. Broken enamel and verdigris
Stayed 1 night in Jul 2019
Response from reception on 23 Jul 2019
Thank you for your feed back I will pass this on to both house keeping and maintenance. With Kind Regards Suzan Reception Team

10/10 Excellent

Lesley

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent stay and great breakfast
We arrived early hours and the night manager was very lovely.
Stayed 1 night in Jul 2019
Response from reception on 21 Jul 2019
Thank you for your feed back, we are delighted you enjoyed your stay with us and look forward to seeing you again. With Kind Regards Suzan Reception Team

6/10 Okay

Verified traveller

Stayed 1 night in Nov 2018
Response from reception on 21 Jul 2019
Thank you for your feed back With Kind Regards Suzan Reception team

10/10 Excellent

Amanda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely Overnight
We loved our stay at Rutland Arms. Friendly assistance to all our requests and inquiries. Wonderful character and history. Rooms were clean and neat. Breakfast was outstanding! Wish I'd packed an extra Pain Au Chocolate and Croissant for the road :D
Stayed 1 night in Jul 2019
Response from reception on 21 Jul 2019
Thank you for your feed back we are delighted you enjoyed your stay we look forward to your next With Kind Regards Suzan Reception Team

10/10 Excellent

matthew

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jul 2019
Response from reception on 21 Jul 2019
Thank you for your feed back With Kind Regards Suzan Reception team

8/10 Good

Lenka

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Second time stay. Always a pleasure
Stayed 1 night in Jul 2019
Response from reception on 21 Jul 2019
Thank you for your feed back, we are delighted you enjoyed your stay with us and look forward to seeing you again With kind Regards Suzan Reception Team

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2019
Response from reception on 21 Jul 2019
Thank you for your feed back With Kind regards Suzan Reception Team

8/10 Good

Verified traveller

Business traveller, Travelled with partner
Liked: Staff & service
Disliked: Cleanliness
Close to New market race course, Lovely staff. Very helpful but desperately needs updating, not very clean
Stayed 1 night in Jul 2019
Response from reception on 16 Jul 2019
Thank you for your feed back, the hotel is to be renovated once planning is through and this will deal with the issues raised. With Kind Regards Suzan Reception Team

6/10 Okay

John

Travelled with group
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Room unbearably hot. Breakfast cold. Good location. Friendly staff.
Stayed 1 night in Jul 2019
Response from reception on 21 Jul 2019
Thank you for your feed back, our apologies regarding breakfast this is not our usual standard, our rooms do not have air con however we will always provide fans where possible. With Kind Regards suzan Reception Team

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service
Quirky old building and pleasant staff, good location in town centre. Bathroom needs update
Stayed 2 nights in Jul 2019
Response from reception on 16 Jul 2019
Thank you for your feed back, our bathrooms will all be changed with the renovations once through planning which will address these issues. With Kind Regards Suzan Reception Team

8/10 Good

Verified traveller

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
The room was nice, a bit of a trek as above the car park, but OK all worked fine. Good towels and bathroom. Eating in the bar or restaurant is overpriced for the quality and choice, bread with soup was stale, burger under cooked with limp salad. Breakfast is good and would recommend B&B here and eatout in the evening as plenty of choice within yards of the front door.
Stayed 1 night in Jul 2019
Response from reception on 21 Jul 2019
Thank you for your feed back, our apologies for the service from our kitchen this is not our usual standard of service, I will pass these comments on to our head of kitchen. With Kind Regards Suzan Reception Team