Nunsmere Hall Hotel

I had a confirmed and prepaid booking at Nunsmere Hall, booked directly through the hotel. I had also completed the pre-check-in process.

I arrived at approximately 12:30pm on the day of the stay and spoke to reception, explaining that I was attending a wedding elsewhere and that my partner would be arriving at around 6pm. My luggage was accepted and stored, and there was no indication that there was any problem with our reservation.

When my partner arrived later that afternoon, she was told that our room could not be provided because the hotel was being used exclusively for a wedding.

This was extremely frustrating. The booking had been confirmed and prepaid, and I had already attended the hotel several hours earlier. Had the issue been identified then, there would at least have been more time to resolve it.

Instead, my partner was left to deal with the situation at short notice while trying to get to the wedding. Staff contacted other hotels and searched Booking.com, and she ultimately had to arrange alternative accommodation in an unfamiliar area following the hotel's recommendation. This caused considerable and completely avoidable stress.

I subsequently made a formal complaint. To Nunsmere Hall's credit, they investigated and confirmed in writing that an error in their booking system had allowed our reservation to be made despite the exclusive-use wedding. They also acknowledged a lack of clear communication by a member of staff and apologised.The original booking was refunded in full, which I appreciate. However, the hotel declined to reimburse the additional £10 cost of the replacement accommodation, despite acknowledging that the booking-system error was theirs. They instead offered a complimentary future stay.

For me, this was not really about the £10. It was about the fact that we had a confirmed reservation, the hotel failed to provide the room, and my partner was left to deal with the consequences of an error that was entirely outside our control.

I appreciate that the hotel investigated the issue and apologised, but I don't feel the final resolution adequately reflected the experience or the unnecessary stress caused.

If booking Nunsmere Hall during a wedding or exclusive-use event, I would strongly recommend confirming directly with the hotel that your individual reservation is definitely being honoured. I would not want anyone to experience the same stress my partner and I felt because of Nunsmere Hall's failure.

A comfortable hotel with friendly staff.
Breakfast and dinner were excellent.

We enjoyed our stay at Nunsmere Hall..check in was easy..staff very pleasant and helpful..quite happy with our room..a view of the lake in the distance..lovely well kept grounds..but dosn't take long to walk round them..we did find a nice woodland walk a little further down the road...
Beautiful evening meal..(jury's still out on the charge for service & water!) well cooked hot tasty breakfast..a relaxing stay..thank you...

The location , gardens , everything was perfect

Great hotel close to Oulton Park Race circuit. Super value.

Lovely for a one night stay
Staff were great

A fantastic location with very friendly staff. Also a great bit of history!

Fantastic Team - Alex on reception was exceptional.
Beautiful decor and extremely clean
Good selection on menus and well sticked bar

Location, staff, service, food and the hotel itself were fantastic. We had a very enjoyable stay.

Booked three nights, room clean,but hotel says don't open windows,the room was really hot and uncomfortable. Unfortunately.
Food good , especially the bar meal's.
Drink good ,staff good, except when checking out trying to change for accommodation when I had already payed in full before going, eventually sorted, admin record on reception questionable.
Overall if not for admin, good.

lovely room as always