Refused to accept a prepaid buys gift voucher until 2020.
Complete scam and very disappointing.
Review by L M3 months ago
Went for a 70th birthday meal today at lunchtime in Country Kitchen where we go most weeks. Staff in restaurant excellent as usual and food was great.
We paid for meal and left usual tip feeling very happy.
When we got home daughter in California FaceTimed to ask how meal was etc. Turned out she had rung Moorhall previous day and paid in full for meal and tips as a surprise for us and was promised we would be looked after for our treat.
Obviously the admin accepted payment in full and then did not pass on details to restaurant spoiling the surprise. Nobody at hotel accepting any responsibility and no senior staff were available or wanting to speak to us. Terrible customer service and now will be very reluctant to go there again. Let’s see if they return payment and offer any compensation. Doubt it if managers not making themselves available. As a 70th birthday treat the admin have spoilt my day and my daughter in America and my wife have been in tears.
Review by Kabana7 months ago
Fantastic staff, excellent facilities and the most heavenly massage ever... we will return.
Review by Yirui7 months ago
I absolutely enjoyed my stay here. The view outside is beautiful. Came with my boyfriend for the mother’s day weekend and we were treated so well by the staff. Loved every bit of my stay there from the room, to the restaurant to the leisure area . Will definitely be going back
Review by Jawsonuk Gaittens1 year ago
My wife and I have been going to The Oak Room at Moor Hall Hotel for over 8 years taking various friends and family.
The food , service and atmosphere have always been 100% perfect.
The staff - although our friends now - always make our visit a "first and special occasion ". This treatment is of course given to all guests.
Special mention to Javier, Pedro and Miele who look after us so well.
Bravo to a privately owned top quality hotel.
Brian & Christine Dean
Review by Knetbooks Chochlain1 year ago
The Perfect Venue for our Perfect Day
From the moment Moor Hall accepted the Booking for our Wedding, we received Customer Service that was simply second to none, which continued throughout every meeting, phone call and email right through until our Wedding Day / Weekend. Our Wedding co-ordinator Sam was very professional and always ensured we had exactly what we needed to make our day just as we wanted it. Our Master of Ceremonies went above and beyond for us, attending to every small detail and was instrumental in making our day run without any problems and he continued to do so throughout the Sunday too and also Monday morning when we checked out
Myself and my new wife don't feel we could have chosen a better venue
Thank you to all the Staff for helping to make it the best day of our lives
Review by Avilia Salvant2 years ago
Let me tell you my cautionary tale. If you have a problem with Moor Hall Hotel and Wowcher they will pass the buck and tell you to go to the each other to get issue resolved. Booked to stay at Moor Hall Hotel Sutton Coldfield. We were looked down on from the moment we arrived as we were Wowcher Customers. The booking duplicated. Moor Hall Hotel went and took money twice from Wowcher who took the money from my account. Moor Hall knew that the booking was duplicated but refused to give the money back. They lied to Wowcher and told them we did not arrive. Despite fully aware of the mistake, they refused to refund the money. Wowcher said there was nothing they would do. Moor Hall although made us aware that they knew about the error neglected to say their policy was if they were fully booked and could not resell room they would take money. They did not offer us the option to use the room or choose what we wanted to do. They have not shown any good will. But lying that we had not turned up so they could keep the money. Wowcher have been as much help as a water bucket filled with holes. They will not do anything as they get to keep a 'sweetener' from the merchant., Please be careful when purchasing as they are not good at resolving things when they go wrong. Also waited for an hour and a half to speak to someone and in the end hung up.
Moor House behaved callously towards us. They seem to resent that we were using a deal and during conversations almost smugly implied that it was our own fault as we used a third party instead of coming directly to them. The room was pleasant that we stayed in but the food was atrocious. Coupled with the corporate prejudicial culture that runs through the company they are not a very good company.
It seems that the company must be in financial difficulty as they need to hold on to every penny.
No humanity just greed.
They offered me a 50% off my next booking but said they would definitely be keeping my money.
Below you will see a rebuttal of my comments telling you how wonderful a company they are. They say that many of their Customers are happy. They are unlikely to highlight their failings or their mistreatment of and Customers who are NOT happy. Please note they admitted their deception in failing to warn us that they were fully booked, did not give us the option of deciding whether or not we would use the second room. Not once did they tell us we would be charged twice. Dishonestly telling Wowcher we had not turned up. Leading us to believe that they had not received payment from Wowcher. Telling us to take it up with Wowcher knowing full well that they had already received full payment. Wowcher said they had already given payment and that despite knowing it was a mistake Moor Hall Hotel refused to return the money. Therefore the hotel's refusal to give the money back, meant there was nothing that could be done. That is like having someone put money in your bank account by mistake and deciding not to give it back as they shouldn't have made the error in the first place. Despite acknowledging it was a genuine error. Mercenary actions and lack of good will dehumanising face of this business - refusing to do the right thing. Showing their disdain to Customers who book through voucher discounts. I.e., Wowcher, Groupon, Bookings. Com. As a 'family' owned and run business, they have chosen to sign up to and collaborate with these companies who introduce their business to new customers. Why do so if you resent them? (Moor Hall Hotel have signed up to all 3 such sites.) Pride filled boast of being a 'family run' establishment but this has led to narrow minded navel gazing. If it were not for these platforms we would have never heard of you. The management is short sited. If Customers come on a lower price but like the establishment they are likely to give repeat business. Also be tempted to make further purchases whilst there. Moor Hall Hotel said that they were not paid all the money over from Wowcher who take a cut. Not your Customers fault. Treated with disdain, we left rather than spend anymore money with you. Disappointed with your behaviour we decided to have afternoon tea at another beautiful establishment with wonderful staff who treated us with dignity and respect. We spent more there and it was worth every penny. Wowcher etc, helps to put struggling establishments on the map such as yours who may have not otherwise been heard of. Treat ALL your customers fair. Treat us right. Without us you don't have a business.
Moor Hall Hotel & Spa is rated 3.0 based on
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Moor Hall Drive