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“Appalling Customer Service”
Review of Moreton Park Hotel

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Moreton Park Hotel
Ranked #1 of 1 Hotels in Chirk
Certificate of Excellence
Reviewed 26 August 2013

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.

To conclude:
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.

  • Stayed: August 2013, travelled as a couple
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2  Thank JWeismuller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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175 - 181 of 325 reviews

Reviewed 26 August 2013 via mobile

I have to say the pictures of the hotel make it look better than it actually is.

First impressions aren't brilliant, even though staff is friendly enough. The place doesn't smell all that good, and the furniture and fittings are a bit worse for wear.

However, the room was very good (room 3, on two floors, was EXCELLENT). The bed was very comfy (best night's sleep in a long time), and shower was good.

Breakfast very good, but make sure you allow yourself time, as after 10 am (weekends) the food just disappears and you no longer feel you want to be there.

Overall, good experience especially considering the price, location and good night's sleep.

  • Stayed: August 2013
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Thank FT1975
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 August 2013

This is our second time staying at this great hotel. It is a sister hotel of the Lion Quays which is situated literally up the road on the other side of the roundabout, and whilst it has picturesque views with canal moorings and the health club, in my opinion the Moreton is that little bit better. We stayed at the Lion Quays last year and thoroughly enjoyed our break, however the Moreton was that bit more homelier with very good helpful staff from receptionists, "AJ", Eileen and Jackie to the housekeepers and the bar and waiting staff.
The food is varied from a very reasonably priced menu with lots of options and I have to recommend the carvery, Wednesday nights and Sunday's. We had to wait only for a short while for our drinks but this was because the restaurant was full. It is merely a comment not a criticism.
The breakfast menu is also varied and the cooked breakfast a must. There are even mugs in the bedrooms (the drinking type mugs). The facilities of the Lion Quay are available to guests at the Moreton.
All in all a great stay and we will return without hesitation, our son is special needs and nothing was a problem for him especially the ice cream. Ideal for the tourist type activity from walking along the canal tow path accessed via the nearby "Poachers" pub car park or leisurely drives to nearby Oswestry, Llangollen, Chirk to further afield but still near, Wrexham, Welshpool, Shrewsbury and Chester. We also drove to Bets y Coed via Llangollen and did the trip from the hotel to Holyhead in 1 hour 40 mins.
I fully recommend this facility if you are in the area on holiday or business. We look forward to our next stay.

Room Tip: If you have any family requirements(3 people) request the atrium rooms, theses rooms are spacious wi...
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  • Stayed: August 2013, travelled with family
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1  Thank Olga P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 August 2013

Spent 3 nights at this hotel,couldn't fault a thing,Room 35 was ours,bright and airy,spotlessly clean,comfy beds,powerful shower,massive fluffy towels,complimentary tea,coffee,biscuits,flat screen tv,even a fan in the room, you can also use the pool and spa facilities at the sister hotel which is about a 5 min drive away. Breakfast plentiful,sausage was a bit cheap but perfectly edible ,staff friendly and polite. Great garden centre next door, well worth a look around.We went into Wrexham to eat on two nights, we found a great Indian restaurant called Black Peppers,superb food and free Baileys at the end of the meal hence a second visit! Visited Lake Vyrnwy great bird watching hide there and beautiful surroundings,also went to Glassblobbery in Corwen ,Llangollen a town nearby and a craft centre in Corris where we bought a sculptured moon gazing hare, they also sell the famous smoking nostril dragons too. All in all we had a great trip.

  • Stayed: August 2013, travelled as a couple
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4  Thank Maxine B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 August 2013

Stayed over night at this hotel it was a good stay room was big it was a twin room shower was good and strong and towels were fresh the beds were very comfy
Eat in the pub next door had a very good meal the menu was a bit limited and it was not cheap but food was proper chef cooked and a good portion
Had breakfast over there the next morning it was a very good standard and we had free wifi to work out the days plans
The staff were very welcoming the lady on the reception was really nice and the breakfast girls were very well organized
only comment is that the room we stayed in was noisy with road traffic noise and its a busy road all night

Room Tip: as far away from the road as possible
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  • Stayed: August 2013, travelled on business
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Thank chesmetalwork
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 August 2013

Stayed here 4 times now the rooms are basic but clean bedding ,tea /coffee /biscuits all replaced daily, staff very polite breakfast very good ,full English as much as you want .The spa down the road is spot on, swim,sauna,jacuzzi,steam room all included in price ,nice walks along canal food at poachers pocket good value for money but beer not as good as lord Morton Food at Morton on evening is not as good as breakfast ,beef at carvery on a Wednesday a bit tough stayed at hotel 3 years running now if not returning next year it's only because visited all the attractions in the area if you want a relaxing break then I would recommend this hotel,but try to get a room facing car park because of the noise.the only thing they could do to improve is have better wifi as we stayed in room 5 and wifi didn't work but we didn't tell reception as it wasn't a issue for us we just used the wifi in pub.

  • Stayed: August 2013, travelled with family
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Thank annnmarie l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 August 2013

We stayed for just the one night but it was very nice, the mezzanine floor makes the room much more spacious than most. Staff were friendly and helpful. We were given a 10% discount voucher for the adjacent pub which was also very nice. We also made use of the leisure facilities at the near by Lion Quays hotel (1 min drive away) which has a great pool but you can only go at certain times (14.30-18.30 & 10.30-11.30). All in all a great place to stay.

Room Tip: Our family room was excellent!
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  • Stayed: August 2013, travelled with family
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Thank holmsey1618
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Moreton Park Hotel

Address: Gledrid, Chirk LL14 5DG, Wales
Phone Number:
Region: United Kingdom > Wales > North Wales > Wrexham County > Chirk
Amenities:
Bar / Lounge Free Parking Restaurant Room Service Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Chirk
Price Range: £53 - £84 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Moreton Park Hotel 3*
Number of rooms: 45
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 
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Also Known As:
Moreton Park Hotel Chirk, Wrexham County

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