The Angel at Burford

Very sweet hotel. Very attentive staff. Comfortable rooms. Only 3 rooms- we took them all. Note that the rooms are above the bar and restaurant so they can be a little noisy. Excellent location just off Burford high street. Lovely food but book in advance

My husband and I stayed at these premises for two nights. On the first night our bath plug got stuck and despite bringing it the attention of the staff we were offered no solution. Therefore, one of us had to have a second-hand cold bath. We later discovered there were empty rooms available but we were not offered a room move or the bath facilities of another room. The heating throughout the whole building then failed on the first evening which happened to be the coldest of the night the year so far. As you can imagine there is very little insulation in a 16th century building so we spent the night and morning absolutely frozen. We were not made aware of this by any member of staff and actually assumed the heating had been turned off at night. Had any checks been done on the pub before we were effectively unbeknown to us shut in on our own then perhaps, they would have noticed the issue themselves. There was an oil filled radiator in the room but this was not working. In fact, we propped the hairdryer on a table to try and warm the room. Thankfully the bath and heating issues were resolved for the Friday night. We were offered a £40 deduction off of a £140 night stay for the first night which we declined after which it was agreed we would just pay £25 breakfast for that first night. We obviously paid full price for the second night. At no point did one single Manager apologise throughout our whole stay. Even more alarming was the discovery on checking out the pub is unstaffed at night and that we had been the only ones in the building for the first night and just us and two other guests were the only ones in the building on the second night. We completely accept that maintenance issues arise but absolutely no customer care was offered to us at any point and no member of the Management team ever offered an apology or a free drink in the pub. At no point were we informed this would be the case and assumed that somebody was on site should there be a serious issue such as a fire. We were not even physically shown where any of the emergency the exits were. Incidentally the landline emergency number listed in the room information was also no longer in operation. We would not have stayed in a premises that was unstaffed at night had we known and when we explained this, we were informed by the tenant Gemma by email that it was our responsibility to check this out before staying at a premises. This is nothing that has ever crossed my mind before and I think that perhaps this information should actually appear on their website so customers can choose if they are happy with the arrangement.

Beautiful building with a lovely atmosphere. Food was outstanding, probably among the best meals out I’ve ever had. The staff were attentive and service was extremely quick. I can’t find anything to fault it. Might even visit Burford again just to eat at the angel once more!