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.

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

Location is good for the motorway.

Location and the food

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,

was clean and staff were helpful

Location and styling

Hotel was nice it gave Dakota vibes although it is getting alittle warm now.
Reception staff was cold and unhelpful even with the simple task of checking in.
The hotel was empty but we had to pay £40 to check in at 10:30.
Our friends stayed at the same hotel at the same time and they paid £25 for early check in.

The breakfast buffet was nice @£15pp
Again though our friends paid £7pp for an assortment of the buffet to be brought to the there room ?
How can it vary that much.

Rude receptionist!! We arrived having booked 2 rooms to attend a family wedding close by. I can honestly say the receptionist was dam right rude and seriously unhelpful on our arrival when we requested an early check-in on one of our rooms. I really would urge the management to to look at some serious staff training and maybe expect reception staff to welcome guests and to be friendly. I’m utterly shocked at how rude, patronising and hostile the woman on reception was - it was daytime on 24/5/26 !! At the end of the day your business is hospitality - surely you must understand that the face of the hotel is at reception and it is so important that guests who by the way are paying expect to be greeted with a friendly can do attitude. It soured our experience and definitely won’t book again. Also the beds were awful - like sleeping on planks of wood, I would recommend you get some mattress toppers asap - try bed in room 402 !

Overall nice hotel but cleaning staff need to learn to use a duster

No

The breakfast was very good , bar area was nice

Room was dark and depressing with poor lighting. The bathroom was in need of being replaced and modernised. Hanging space poor. The decor is just awful everything brown so needs uplifting.