Before making a reservation with this hotel please take the time to read these facts concerning the attitude and performance of staff and management, because the customer ethos may impinge upon your booking and stay. Please also check through some of the other negative comments because there are similarities. Unfortunately I did not read them and regretted it.
The money I lost on my booking was only £22, but I am providing my feedback as a matter of principle.
I booked 2 nights through Booking.com. The total price for the double room with breakfast was individually itemised on the booking form. The breakfast was indicated as an additional option.
The price for the stay was not due to be paid until arrival. Upon arrival I therefore immediately asked the receptionist if our breakfasts were booked. She said they were not. In view of the fact that we were meeting local friends for lunch we decided to not have breakfast and agreed this was in order, with the receptionist. She also said that we should wait and inform the hotel if we required breakfast for the second morning; otherwise there would be a charge if we confirmed it there and then. Again we decided not to have the breakfast so did not subsequently confirm it.
At check out when I went to pay our bill I was told that payment had already been taken and that we could simply depart. I was not at all comfortable with this as nothing had been processed concerning payment upon arrival and no receipt was now being provided. I requested a receipt, only to find that breakfasts had been added to our bill. I wanted the cost deducted but was informed that this person on duty did not have the authority to refund, so we were told we would have to wait for the manager to get in touch. We left our phone number.
The next day we received a phone call from someone other than the manager who went over the same ground in a negative fashion, and again said they did not have the authority to make a refund. This call seemed pointless.
I then felt it necessary to send an e-mail to the hotel explaining the circumstances of our check in and requested they speak to the receptionist in question. The next day we received another phone call from this very receptionist, who was most unhelpful, and refusing to accept responsibility. She said the manager who would not contact us, was not prepared to make a refund for the breakfasts. Rather than discuss the issue she simply wanted to talk over me, constantly repeating the fact that we had booked online, the manager was not prepared to refund or provide a credit for the untaken breakfasts, and that was an end to it. She said we could write further if we wished. There was not much point really, considering our experience with the staff and management.
There have been similar negative comments concerning staff and management attitudes.
The staff we dealt with at reception seemed incapable of dealing with customer complaints. Staff training on this matter appears totally inadequate.
No member of staff seems to have authority to resolve complaints. They are also quite incoherent when discussing matters.
My complaint was subsequently made in writing. I was not given the courtesy of a written reply.
The manager was not prepared to speak to me directly. This is a distinct problem and poor customer relations considering the aptitude of the staff.
I have stayed in many hotels and have never had this experience before. We have friends in the area which is why we stayed there. We will absolutely not be staying there again.
- Official Description (provided by the hotel):
- A modern, purpose built Hotel ideally situated for convenient access to Oswestry, Wrexham, Shrewsbury, Chester and North Wales. At Moreton Park Hotel we offer spacious, modern, comfortable, well equipped rooms, friendly service and fantastic value for money. Whether on business, visiting friends, family or for a special occasion, Moreton Park Hotel offers great value. Our rates are per room. We have an excellent Restaurant on site at the Lord Moreton for Breakfast and Food served all day. ... more less
- Reservation Options:
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- Also Known As:
- Moreton Park Hotel Chirk, Wrexham County