Moor Hall Hotel & Spa Recensioni 

Booked Moor hall for husbands funeral reception, booked room and was told terrace outside would be available for guests to use exclusively, this was not the case, told private bar would be open for guests it was not. Buffet was not set up tea and coffee were not available when we arrived as it was promised. The room had a different name on it not my husbands which was confusing for guests When buffet came it was just piled on plates not any presentation at all and the selection of mini cakes just consisted of a pile of millionaire shortbreads flung on a tray. For the amount of cost per head I expected a lot better from the hotel and was and am very disappointed that the last thing I could do for my late husband was spoilt by the hotel who I think had either forgotten we were coming or someone had put wrong time or day in booking. It would have been nice for them to tell me what actually happened instead of saying, sorry it was not up to our usual standard, so when can you rely on their usual standard? They did refund half of the money for hire of the room and cream tea for myself and three others which we had on 24 September. The cream tea was excellent and the person in charge and staff that day were extremely good, if only it had been them on the day of my husband's Celebration of Life.

We have just had a break at this hotel and had a very pleasant stay. We cannot fault the room or service we received. Food was excellent and had a very enjoyable afternoon tea, courtesy of staff members Charles and Paul who couldn't do more for us. Thank you, all concerned for an enjoyable stay.

Absolutely amazing time at Moorhall.
Booked afternoon tea and overnight stay with breakfast.
Staff were polite and attentive big shout out for Paul and food was delicious and plentiful.
Lovely room and breakfast was excellent too. Friendly breakfast staff Karen couldn't do enough and was lovely to hear her so happy and singing while she worked.
Spa facilities superb and again staff Connor and Megan brilliant at facilating my requirements for my charity swim. Loved every minute of my stay and Moorhall is now my favourite happy place.
Can't wait to visit again. Well done Moorhall staff and a big thank you.

Booked my Hen party in January 2022 for August 2022. The Hotel demanded final numbers to make the booking in January.
We booked a package that required a minimum of 6 people. We had 11 people confirm and we paid £2330 in advance.
Thereafter, my cousin is now having surgery and will be in recovery when I have my hen party and so is unable to attend - so, we asked the hotel to cancel one space - and they refused - they said "If we allowed all guests to cancel this would incur costs to our business and therefore loss of revenue."
Clearly profit is more important than customer service.
Point to note:
As the minimum ‘Package’ is for a minimum of 6 people – I understand that for a minimum of 6 people the position ‘This package is non-amendable and non-refundable’ – so if we had 6 people and one person cancels the hotel are unable to refund – but we have 11 people that exceed the package minimum and they still refused to refund one person with over 7 weeks’ notice.
To boot - I still have to have my hen party at this venue - you cannot imagine my regret and disappointment.
I have read some of the responses from Moor Hall to other people who have provided a review and the sarcastic comments made – we only booked as we trusted Molly who works there as she went to school with my daughter – I suggest that you consider reviewing the comments here before making any booking with this hotel – they clearly have a team who are very good at rebutting complaints with no consideration for customer service.

We stayed here 9/6/22 and decided to have a meal in the County Kitchen restaurant, the food was lovely and as I'm gluten intolerant they were able to cater for me, which was refreshing, Annabel and Laura our servers were fantastic, they were attentive, friendly, they made our special evening even more special, thank you both, they are a credit to Moore Hall

Had a red letter day voucher - took over four calls (each totaling more than 40 minutes) to co ordinate the spa & room booking - were unable to then book dinner at hotel.

Around waste of money - not that clean, not helpful booking service and just overall let down AVOID

We were booked on a twighlight spa evening and thought the reception staff were friendly and we had a nice greeting. The massages and beauticians were also great. Relaxation room was fab, lighting and background music perfect for chilling out. It was the cleanliness of the changing rooms that totally let our visit down. Hair all over the floor, toilet filthy(It was cleaned after complaint), rubbish bins overflowing, the same used towel and bathrobe was left disgaurded next to the hair dryers throughout our visit of 4 hours, the plastic bag dispenser for your wet swimwear was empty and when i asked for a bag the staff said they don't do them anymore. Well surely just take out the dispenser? This is our 2nd twighlight spa and we were shocked at un-cleanliness especially with the Covid pandemic. Surely they should be being cleaned and checked hourly.

Went on a stay and spa weekend first room was like it was from the 70’s , then I was told I could go into the swimming pool and the last entry was 7:30 pm . Changed and went to the spa , they said it was closed ! Eventually they did change my room but did not sleep due to the fridge making a noise all night .
Evening meal the head waiter did not tell me what the protocol was , apparently it was self serve buffet !
No one to welcome you in the lounge area . Atmosphere dull and dreary 😞 not relaxing but lack of sleep made it stressful …

Not impressed at all. The room is very very dated. Old curtains, carpets, furniture etc. It’s like visiting my Nan’s house in the 1980s. Room is far too expensive for what we paid. Would not recommend. This was a “superior “ room. I’d hate to think what the standard room would be like.

I was treated to a spa day, from my sweet friend!
What a great experience we both had, the day was so relaxing what more could a girl ask for.
We were greeted by the most bubbly and friendly member of staff in the spa. We both had a full body massage, a young lady by the name of Melissa gave me my massage she made me feel so comfortable amazing young lady. Thanks so much to the Spa team, hopefully see you again soon.
August 2021

My mom & dad got married here on august 22nd. Absolutely amazing hotel the day was perfect i would definately recommend to anyone as its amazing.

I would also like to give a big thankyou to tom who looked after everyone and everything for the day, he went out of his way to make sure everything was perfect he was amazing with the guests and exceptional with making sure the children there was entertained. We could have not asked for anyone better, he deserves all credit for how the day went.

Posting about 10 months later, but myself and my husband booked a 'superior room for our wedding anniversary, upon arrival, we told them its our anniversary, and reception just nodded and gave us our key and pointed in the direction we had to walk, and said spa is also around the corner. So not the best start.
Finally 20minutes later, we found our room, and it was dated, one of the robes was fully tacky and other one missing and no slippers. Luckily we bought our own robes.
The room was very dated, and the toilet was dirty.
We made our way to the spa, no health and safety was explained.
Then the jacuzzi was only luke warm and full of chlorine which was stinging my legs, so I complained and was ignored, saying they can't do nothing about it at the moment, and no apology, few regulars complained also.
After 20 mins in the sauna, we just went back to the room.
Later that evening we had booked the Oak Room located within the hotel for dining. The waiter took our order, and then as we are eating our starters, we got informed they ran out of my husbsnds side and my dessert. Despite the fact it was on the menu and we booked in advance.
Frustrated about how our anniversary hadn't gone to plan, we went back to our room to relax, and there were loud noises coming from above as we were situated on the ground floor, we put in a complaint and nothing was done. At approx 11pm I looked online and found see availability for a few rooms, in the hotel so I phoned the night porter and asked to be moved rooms and he said the hotel is full. I said I got a screen shot of availability and he said to come out to see him which I did, and as I approached him, he walked the other way and ignored me.
Worst anniversary, thanks to this shoddy hotel. I contacted the manager when we got home and requested a refund or somewhat compensation and she wasnt willing to accept fault. In fact I hardly got an apology. I did say when making the reservation it was a wedding anniversary and its been ruined thanks to the hotel and again she refused to take responsibility. Iv contacted consumer rights and have been advised I can take further action, which I'm going do.

Refused to accept a prepaid buys gift voucher until 2020.

Complete scam and very disappointing.

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.

Fantastic staff, excellent facilities and the most heavenly massage ever... we will return.

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

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

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

My friends,

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.