mour hotel

We stayed here for a family wedding weekend and it was an absolute nightmare from a management and customer service perspective. THE FINANCIAL DISASTER & GASLIGHTING: Upon check-in, the receptionist was completely unhelpful, didn't explain breakfast, and wrongly told us our room was already paid for. After checking, he took our card for "validation". Mour Hotel then processed a payment for the room AND placed a duplicate £259.99 "pre-authorisation" hold on the card. This is causing massive financial distress right before a weekend trip. When contacted, the Front of House Manager, Laura, completely gaslit us, claiming they had no duplicate charge and that a pre-authorisation doesn't freeze funds. We provided clear screenshot evidence of both transactions, but they simply refused to help. We have since contacted our bank, and the bank have confirmed twice that Mour Hotel are the ones holding these transactions and that they need to release the funds from their end. Even worse, our official booking confirmation explicitly states the hotel only has the right to pre-authorise £0.01 on arrival. They are in direct breach of their own contract terms, have unauthorised locks on hundreds of pounds of our money, and are now ignoring our emails. THE ROOM & HYGIENE: The stay itself was incredibly substandard. The rooms have zero blackout options, only basic slat blinds that let light pour in, ruining our sleep before a wedding. There is only ONE plug socket in the entire room, located at the desk and completely inaccessible from the beds. To top it all off, we found a cockroach in the bathroom off the bar. When reported, management defensively dismissed it as a "harmless common beetle" because they are near woodlands. Utterly revolting and a massive health hazard for a venue serving food and drinks. Furthermore, their breakfast completely fails to accommodate dietary needs. Alternative milks and vegan options are completely hidden, and you are expected to guess they exist and ask staff for them. Appalling facilities, defensive and dismissive management, health violations, and unauthorised financial mishandling. Do not trust them with your money or your holiday.

Hotel is in a handy location just off the motorway, hotel bar and restaurant are decent.

Gym could be a lot better, staff could be happier and more interactive.

Hotel is a bit tied it needs a revamp Chips too chunky hard and dry

Reception lady was excellent and helpful

Location is good for the motorway.

Definitely not a 4 star hotel. Very tired and run down decor, carpets are thread bare, the bed was like sleeping on a concrete slab, healthy breakfast was very limited, also the coffee was disgusting, made to pay extra for latte, cappuccino etc. The UHT milk in the room had separated. Needs TLC for the price per night.

Unfortunately the service was not as I had received on previous visits, it felt like the staff were stressed, there was a limited menu due to staff shortages, the rooms were very clean but worn, thread bare carpets, sagging mattress, and broken tiles, the lift was not working correctly, some staff were blunt and not very aproachable,

The hotel I understand is being sold, staff are under pressure but there is no reason for staff to be blunt, the service recieved last year on the 6 different times I had stayed was brilliant, what a shame it is nothing like it used to be.

Location and the food

Breakfast stop serving too early we wasn’t informed what time it was going to stop being served so ended up paying for breakfast and not eating it. The bed was solid. We only had one pillow in our room and all the stuff was super rude.

was clean and staff were helpful

bed was rock solid and very uncomfortable. Restaurant had no food during my stay