The Old Bell Hotel

We had a one night stay at The Old Bell Hotel and felt it was way too short. It is one of the nicest hotels I have ever stayed at. The service is great, the hotel is absolutely beautifully designed, every little detail has been well thought of. Beds were super comfy, food was delicious. The rooms were a bit too warm and have no AC but it is not usually this warm in England either :). Location is great - would recommend checking when the Abbey House Gardens are open when visiting. Would love to go back!

The hotel is full of character and ideally located in a charming village. We enjoyed a lovely dinner together as a family — the food and atmosphere were excellent. A special mention to Robbie, who was on duty at night: he went out of his way to assist us, bringing extra towels and tea around midnight on our first night, and personally offering to look after our cars. His kindness and professionalism stood out and were genuinely reassuring. The rest of the experience fell short, especially considering the expectations set in advance. Despite reserving two car park spaces months earlier, none were available when we arrived. Our three rooms, booked together for a family weekend, were scattered across the hotel — a frustrating surprise. Worse, the master bedroom was clearly set up for a single guest — just one towel, one pair of slippers, and so on — even though booked for two. When we raised this, the staff were largely indifferent, with an unhelpful “it is what it is” attitude. This was especially disappointing given that the hotel had proactively called me multiple times before our stay to confirm all details — dinner, rooms, parking. We truly believed everything had been carefully prepared. Instead, it felt like the hotel’s priorities were more about its own logistics than creating a thoughtful experience for guests.

I’m genuinely disappointed to be leaving this review, as The Old Bell Hotel has been a place I’ve visited and recommended for years. My family and friends have stayed here frequently when visiting Malmesbury — including every Christmas for the last four years — and I had always held the hotel in high regard for its character and service. Unfortunately, following an afternoon tea at the hotel, I became extremely unwell and requiring medical care. After consultation and testing, I was diagnosed with a Campylobacter infection. I had been staying with a family member for several days prior to our visit — we had shared identical meals throughout, except for the prawn and chicken sandwiches served at the hotel, which I consumed and she did not. She remained completely well. I raised the issue privately with the hotel, hoping for a professional and empathetic response. Despite multiple polite and constructive exchanges, I was left feeling unheard and dismissed. While an internal investigation was commissioned by the hotel, I was not provided with any meaningful detail about what was actually reviewed. The hotel ultimately denied any responsibility and closed the matter with only an offer to refund the cost of the afternoon tea (which was initially not offered or suggested) and which was never paid despite following up with the hotel after. For a guest who has supported and championed the hotel for years, I found the tone and handling of the situation deeply disappointing. I am sharing this experience to raise awareness and encourage more thoughtful handling of guest feedback — especially when it involves matters of health and safety. I sincerely hope no one else has to go through a similar experience.