As I drank a pre-dinner glass of wine in the Art Deco lounge of St Giles House, a scene was unfolding. “I want organisation!” a woman dressed in black told three male waiters, also in black. They looked sheepishly back from behind the bar. “Tonight!” she said. “Organisation!”

She spun on her heels and walked towards the kitchen. There was a crash from behind the bar. A glass had broken. She paced back. “Are we going to be docking wages for broken glasses?” she asked rhetorically and with a note of sarcasm. Then she performed another heel spin and departed once more.

St Giles House felt chaotic (and a bit mean). I had come down to the lounge to check my e-mails because the wireless internet had not been working in my room. I had phoned reception to ask why, only to be told: “We're not sure. It's a mystery. Someone is coming on Monday to check.”

This was on Friday, and when the internet packed up completely early the next day (even in the lounge), I was told at 8am by another receptionist: “Normally it works. I would ask the duty manager about it, but she's in bed.” From the tone of her voice, I felt that I was the one causing trouble.

St Giles House, Norwich, Norfolk

Save the chaotic service, this hotel is a gem, says Mystery Guest

The Georgian House Hotel, Norwich, Norfolk

Once an Edwardian girls’ school, this hotel combines period charm with contemporary comforts, says John Clarke

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I quickly reached a point at St Giles House where I was slightly frightened to ask anyone to do anything - in case I might disturb someone's slumber, perhaps, or cause another “Organisation! Tonight!” speech.

However, with a bit of a shake-up - and perhaps a little more organisation, as the woman in black said - St Giles could be excellent. The building is superb: a beautiful Edwardian structure with columns and a distinguished stone façade that was originally built as Telephone House in 1906 by the renowned local architect George Skipper. He was responsible for the spectacular Norwich Union headquarters, not far away, with its amazingly OTT marble reception (a tourist attraction on the local heritage trail).

St Giles's reception is impressive, too: neo-classical columns, black-and-white checked stone floor, gilded mirrors. This leads into the Art Deco lounge-restaurant: fake animal fur armchairs, bronze decorations shaped like elongated birds, pictures of ocean liners, and lovely 1930s-style light fittings.

Upstairs, my room was great: more Art Deco furniture, a comfortable bed, antique bedside tables, posh L'Occitane toiletries in a large bathroom. From my window I had a view of four steeples out of Norwich's 32 churches.

I enjoyed my beef, leeks, carrots, peas and potato hash in the restaurant. The scallops were fine and the summer pudding was also good.

The occasional glass crashed in the distance. But I soon got used to that. In a funny way, I began to quite like this hotel... I kept wondering what would happen next.

Bottom line Mystery Guest paid £120 for a B&B double

Sampling the fare £47 for three courses with wine

Best thing George Skipper's building

Worst thing The bossiness

Need to know St Giles House (01603 275180, www.stgileshousehotel.com), 41-45 St Giles Street, Norwich NR2 1JR

Room 7.5 out of 10

Food 6.5 out of 10

Service 2 out of 10

Value 6 out of 10

Score 5.5

PUT TO THE TEST: 20 Mystery Guest questions for... St Giles House

1. Do rooms have kettles/coffee makers? And is there fresh milk?

Yes and fresh milk on request.

2. Is there a hairdryer, and is it fixed to a wall?

Handheld hairdryers.

3. Are coathangers metal, wooden, removable?

Wooden removeable with metal bobbles at the top.

4. Complimentary bottle of water?

Yes.

5. Sheets and blankets or duvets?

Sheets and duvets.

6. What about a 'pillow menu'?

Anti-allergy and feather pillows.

7. Is lighting good enough for reading?

Yes.

8. Is there a shaving/make up mirror? And is it well lit?

Yes.

9. What about the in-room entertainment system?

DVD, CD and digital TV.

10. Is there a temperature control panel?

Air-conditioning in most rooms.

11. Do the windows open?

Yes.

12. Is there good sound-proofing?

Reasonable.

13. Is there wi-fi internet access?

Yes, free.

14. Is there a good place to go jogging nearby?

In the city centre so not easy.

15. What is the vegetarian food selection like?

Good - five main vegetarian options usually.

16. Is there baby listening/babysitting? And are children welcome at adults’ evening meals?

No but children welcome at meals.

17. Is there wheelchair access to all areas?

Not to all rooms but yes to all public areas.

18. Do you get a free paper in the morning?

Yes.

19. Is there a pub round the corner?

Yes.

20. Is there free car parking? And is it secure?

Yes, but not secure.

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