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“My worst hotel experience”

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Moor Hall Hotel & Spa, BW Premier Collection
Ranked #3 of 10 Hotels in Sutton Coldfield
Certificate of Excellence
Reviewed 3 December 2013

I frequently stay at Best Western hotels and this is by far the worst in their chain
Chose to celebrate my 60th birthday at Moor Hall, left feeling unwell and unrested
No heating in room, toilet wouldn't flush, sink slow to drain, bathroom fan noisy, bulbs blown, disturbed late at night/early in morning by guest above (requested quiet room), main restaurant doesn't open Sunday evening (my birthday dinner was 'an omelette' as kitchen had ran out of first two choices of chicken and salmon), reacted to chemicals in pool (neck rash), ignored at breakfast (eventually served after 20 minutes) - missing crockery and fruit preserves from table, poolside temperature inconsistent (warm day 1, chilly day 2), etc

  • Stayed: December 2013, travelled solo
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Review collected in partnership with this hotel
2  Thank Terence H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Angela B, Owner at Moor Hall Hotel & Spa, BW Premier Collection, responded to this reviewResponded 11 December 2013

I do hope you will accept my sincere apologies that your recent stay did not meet your expectations as I can quite understand how disappointing this would have been. This is certainly not our usual high standard and I have asked our Maintenance team to look at the problems you have mentioned in order for them to be rectified. I have also discussed your comments regarding breakfast with the Restaurant Manager to ensure further staff training is arranged as crockery and preserves should be regularly replenished. Thank you for taking the time to provide your review and I hope you will come back and visit us when you are next in the area and when you will be assured of our best attention.

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1,354 - 1,360 of 1,767 reviews

Reviewed 3 December 2013

We only stayed one night at Moor Hall after visiting relatives in the area. Just as a treat for my wife’s birthday we decided to book somewhere a bit special and we were not disappointed. The location was picturesque and very quiet. The service from reception through to dinner and breakfast was first class. As the building has had a few extensions over the years it does look a bit of a jigsaw from the outside but inside the building has retained all the charm of the old hall, with decoration and fittings in all rooms carried out to a very high standard. The food was excellent with the only difficult bit in deciding what not to have. We paid for dinner and breakfast as well as a superior room and the package was excellent value for money. We will definitely stay at Moor Hall again if in the area.

Room Tip: Due to the location all room should be pretty quiet but they do cater for business meetings and wedd...
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  • Stayed: November 2013, travelled as a couple
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Review collected in partnership with this hotel
Thank Mike141979
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Angela B, Owner at Moor Hall Hotel & Spa, BW Premier Collection, responded to this reviewResponded 11 December 2013

Wow, what a wonderful review and thank you for choosing Moor Hall for such a special occasion. Excellent quality and service are so important to us and we were pleased to hear you found us to be such good value for money. Look forward to welcoming you back when you are next able to visit.

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Reviewed 3 December 2013

I recently stayed at the Hotel and my first impressions was of the sight of the Hotel as I approached from the long driveway, it was very impressive and looked beautiful all lit up. The Reception was very warm and inviting and the staff were very helpful and polite. The bedrooms are very comfortable, very clean and every thing you need is there. The Wedding Reception ran without a hitch and every need was catered for. The food is excellent. I would and have recommended this Hotel to future guests.
Thank you all for a truly memorable stay.

Room Tip: with a view
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  • Stayed: November 2013, travelled as a couple
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Review collected in partnership with this hotel
Thank Lynne T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Angela B, Owner at Moor Hall Hotel & Spa, BW Premier Collection, responded to this reviewResponded 11 December 2013

It was a pleasure to welcome you to Moor Hall and I was so pleased to hear you had such a comfortable stay. Hope to see you again soon.

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Reviewed 3 December 2013

We stayed as a family with our 7 year old. The room was fine - very spacious and the facilities were good - pool and spa facilities were very nice and clean. The hotel was very noisy though, with a very loud disco going on until late (too loud and too much bass) and extremely noisy guests returning to their rooms in the early hours. The sound proofing definitely needs improvement - we were on the ground floor and not particularly close to the function suite. Breakfast was a serve yourself buffet, but very good quality although an extra toaster would have been a good addition.

Room Tip: Ask for a room as far away from the function suite (and associated guests) as possible.
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  • Stayed: November 2013, travelled with family
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Review collected in partnership with this hotel
Thank Karen W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Angela B, Owner at Moor Hall Hotel & Spa, BW Premier Collection, responded to this reviewResponded 11 December 2013

So pleased you enjoyed your stay and thank you for taking the time to provide your review. I was sorry to hear you were disturbed by noise as we try very hard at Moor Hall to allocate rooms sensibly and to ‘police’ the hotel at night so that any disruption from function guests is kept to a minimum. I do hope you will be able to visit us again soon.

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Reviewed 2 December 2013

My Wife and I have stayed at the Best Western Moor Hall on many occasions over the past few years and have found during all of those visits for it to be an exceptional venue for relaxing and chilling out. We are both experienced travellers and indeed being ex restaurateurs ourselves have a good insight and knowledge of such places. In our opinion this is one of the most comfortable and professionally run establishments in the country, on all fronts. The Oak Room restaurant is an absolute delight along with the professional staff that makes everyone feel so welcome. This professionalism is displayed throughout the hotel in all departments and.I have no hesitation whatsoever in recommending this hotel to anyone who wishes to avail themselves of such service. A great place for weddings or any size party large or small.

Room Tip: For the extra space etc book a superior room, ground floor rear in the 70's or anywhere above t...
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  • Stayed: November 2013, travelled as a couple
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Review collected in partnership with this hotel
Thank bcauser
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Angela B, Owner at Moor Hall Hotel & Spa, BW Premier Collection, responded to this reviewResponded 5 December 2013

Thank you for this wonderful review. At Moor Hall we like to offer guests our very best attention with excellent customer service, great dining and an environment in which they can relax, and were pleased to hear how much you always enjoy your stay. Hope to see you again soon.

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Reviewed 1 December 2013

I have stayed at Moor Hall previously. Each experience has been a delight. The room, on the night in question, was a single and therefore much smaller than previous accommodation, but still clean, and tastefully decorated. I had an excellent night's sleep.

  • Stayed: November 2013, travelled with friends
    • Value
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Review collected in partnership with this hotel
Thank James H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Angela B, Owner at Moor Hall Hotel & Spa, BW Premier Collection, responded to this reviewResponded 11 December 2013

It was a pleasure to welcome you back to Moor Hall. I was pleased to hear that once again you enjoyed the experience and had an excellent night’s sleep. Hope to see you again soon.

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Reviewed 30 November 2013

Beautiful hotel, friendly staff, comfortable bed and delicious breakfast. Room a little dated which is the only reason I gave it 4 stars instead of 5. Stayed for free as we used our best western points so can't comment on value for money.

Stayed: November 2013, travelled as a couple
Thank Yummy_ch0c0late
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Angela B, Owner at Moor Hall Hotel & Spa, BW Premier Collection, responded to this reviewResponded 5 December 2013

So pleased to hear you had such a comfortable stay and thank you for your kind comments about the staff which I have passed onto them. We all look forward to welcoming you back next time you are in the area.

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Additional Information about Moor Hall Hotel & Spa, BW Premier Collection

Address: Moor Hall Drive | Four Oaks, Sutton Coldfield B75 6LN, England
Region: United Kingdom > England > West Midlands > Sutton Coldfield
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Sutton Coldfield
#3 Romantic Hotel in Sutton Coldfield
#3 Family Hotel in Sutton Coldfield
#3 Luxury Hotel in Sutton Coldfield
Price Range: £70 - £152 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Moor Hall Hotel & Spa, BW Premier Collection 4*
Number of rooms: 83
Official Description (provided by the hotel):
Moor Hall Hotel & Spa is a four star country house hotel set in parkland, yet within easy reach of Birmingham. A 2015 Certificate of Excellence winner! ... more   less 
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Also Known As:
Best Western Premier Moor Hall Hotel Sutton Coldfield
Best Western Premier Moor Hall Hotel And Spa
Best Western Sutton Coldfield
Sutton Coldfield Best Western
Moor Hall Hotel & Spa, BW Premier Collection Sutton Coldfield, West Midlands

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