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“No hot water and terrible customer service” 1 of 5 stars
Review of Mount Murray Hotel & Country Club

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Mount Murray Hotel & Country Club
4.0 of 5 Hotel   |   Ballacutchel Road, Santon IM4 2HT   |  
Hotel amenities
Ranked #1 of 1 Hotels in Santon
Isle of Man
Contributor
17 reviews 17 reviews
6 hotel reviews
Reviews in 14 cities Reviews in 14 cities
37 helpful votes 37 helpful votes
“No hot water and terrible customer service”
1 of 5 stars Reviewed September 3, 2012 via mobile

We stayed overnight on 02/09/12 and booked this overnight stay last minute to celebrate our relationship, seeing as we held our wedding at this hotel 5 years ago. We were terribly disappointed with no hot water on the Sunday night and Monday morning, so only wash we got was a swim Sunday afternoon. We complained on both occasions and were told the boiler had to be reset.

To make matters worse, we went for breakfast Monday morning and my partner asked for coffee. When it came it tasted of tea as it was in a tea pot. We asked for another coffee explaining to the waitress who appeared to have a poor understanding of English that the coffee tasted of tea, only to be brought a cup of hot water and a tea bag. We asked for a further coffee and was brought this in a tea pot again, tasting of tea. After complaining to a 'supervisor' about this, we were told they had few coffee pots and had to resort to using tea pots! There was no offer of an instant coffee or latte, the supervisor simply walked away uninterested.

Having read the previous good reviews, I would say I am not the kind to always complain and can only think that some of the older residents visiting on coach trips may be used to lower standards! I did complain to the hotel manager upon leaving and told him I would consider other local hotels in the future, he seemed uninterested and allowed my complaint to just 'linger' before I walked away disgusted.

Beware if you are expecting a 4 star hotel as the standards are clearly slipping!

Stayed September 2012, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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161 reviews from our community

Traveler rating
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    38
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (46)
Date | Rating
  • English first
  • Any
English first
Norwich
Senior Contributor
37 reviews 37 reviews
9 hotel reviews
Reviews in 30 cities Reviews in 30 cities
36 helpful votes 36 helpful votes
4 of 5 stars Reviewed August 4, 2012

We spent a week here in June 2012. We had a 3rd floor room overlooking the lake. Room above average size, clean, comfortable, and quiet. Excellent breakfasts. Our only problem was a bar meal one evening when we had to wait almost an hour for our food which arrived cold and inedible. The restaurant manager appeared swiftly, apologised, and we settled on an alternative meal which arrived promptly accompanied by 2 complimentary large glasses of wine.
I was content with the handling of the problem and would happily stay here again.

Room Tip: Do avoid a car park view.
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  • Stayed June 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oldham, United Kingdom
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed August 2, 2012

My wife and I visited the Mount Murray as part of a coach trip (David Ogden)' during June 2012 and the stay really made the holiday something special.
The facilities, reception areas, lounges, restaurants, bars and rooms were exceptional.
We were treated like VIP's throughout the hotel.
The food was delicious and there was plenty of it and the rooms were spacious and clean.
We have stayed in a few hotels in the Isle of Man but this was by far the best.

  • Stayed June 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheffield, United Kingdom
Senior Contributor
24 reviews 24 reviews
7 hotel reviews
Reviews in 12 cities Reviews in 12 cities
16 helpful votes 16 helpful votes
4 of 5 stars Reviewed July 25, 2012

We spent a long week-end here when visiting family on the Isle of Man, had been told it was the best hotel on the island and from what we saw it probably is. Rather isolated if you don't have your own transport but we are told there is a good bus service although we got a taxi from Douglas which only cost £12. We understand the hotel will pick you up from the airport and drop you back if you ask. The golf course provides a nice setting and allows us non golfers to take a walk away from traffic if not flying golf balls. The hotel seems to do a roaring trade in OAP coach parties but it means you feel young at breakfast (if you are anything below 60) and the squash courts, pool, steam room, sauna and hydrotherapy pool never seem to get busy. The hotel is clean, tidy and has substantial reception rooms, and the bedrooms are large, well furnished and quiet (avoid the first floor rooms if possible as the view from your window is a wall). The Breakfast is substantial, varied and well cooked. Both the housekeeping and food and beverage staff were excellent, where the hotel falls down is with the reception staff, a simple "good morning/afternoon/evening" and a smile would be a big improvement on some (not all) of the staff, it's a culture thing and the management should look to improve this aspect to bring the hotel up to the five it deserves from every other angle. Ps as others have said The Hop Garden Inn (five mins walk on the path through the houses opposite the hotel) does excellent pub food, but book a table in advance as it gets busy and also the kitchen closes quite early some nights.

Room Tip: As previously said avoid the first floor if possible as the view at that level is of a wall (a very...
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  • Stayed July 2012, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ireland
Contributor
13 reviews 13 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed July 21, 2012

Long weekend stay with a group of 10 friends. Hotel out from centre of Douglas but bus service (15 minutes) very good. Staff friendly and food excellent. Also within 5 minutes walking distance of a very good pub/restuarant -high quality at good price. Overall a good hotel to use as a base and car would be an advantage. Adjoining golf club also have good food.

Room Tip: Some rooms overlook a lake with ducks and geese. Others overall main carpark. All room are in an adj...
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  • Stayed April 2012, traveled with friends
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Norwich, United Kingdom
Contributor
14 reviews 14 reviews
10 hotel reviews
Reviews in 13 cities Reviews in 13 cities
16 helpful votes 16 helpful votes
5 of 5 stars Reviewed July 10, 2012

What a super Hotel. Set in many acres of countryside with golf course. Bedrooms well decorated and very comfortable. Dining area well set out for parties of over 38 and choice of food really great. We have never been offered fresh strawberries for breakfast daily - anywhere else on our travels!
Hotel very clean and rooms in the annex opposite the reception had really good views of the lake if you had a high floor.
The staff just could not do enough for us.

Room Tip: High floor with lake views
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  • Stayed June 2012, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Burnley, Lancashire
Top Contributor
75 reviews 75 reviews
40 hotel reviews
Reviews in 56 cities Reviews in 56 cities
78 helpful votes 78 helpful votes
4 of 5 stars Reviewed July 7, 2012

We had a long weekend at Mount Murray during possibly the wettest weekend of the year so far. Initial signs weren't great before arriving. When trying to book a few months before, I rang and was told there were no double rooms left, but could have a twin or pay for a more expensive room/suite. However the website would let me book a double for the same weekend. When I rang back to tell them this, they said there was a computer error and the website was wrong. I took a chance, booked through the website anyway and then sent an email. They then confirmed that yes we had a double. Lucky I didn't take notice of the initial phone call as it would have cost us an extra £150 for 3 nights!!! Also before arriving I requested a quiet room (as had read some rooms could be noisy with wedding functions etc) as we were travelling with a baby. I didn't think the reply was very helpful (they would try their best but couldn't guarantee as the hotel was fully booked - surely they could reallocate rooms with a few weeks notice?). However on arrival we we in the annexed rooms (322) which were indeed nice and quiet.

So the overall review of our stay once there?

Room - very spacious indeed. Well placed & large telly (ref previous reviews!). Good sized bathroom. Minor point - no plug sockets by the bed.
Decor - generally quite dated. This wouldn't be described as a modern hotel but it wasn't shabby. A bit of an 'old school hotel' feel.
Staff - lovely. All those we dealt with we're very pleasant and eager to answer questions, deal with issues etc.
Food - breakfast cold & hot buffet style (no cheeses/meats but some lovely muffins!!). We were usually first up with our baby, so hot buffet was well stocked and hot. Ordered a bar meal one night - was told it would be 15 mins, but took 45 mins. Food ok.

All in all a good stay. Pity we didn't get to explore the grounds as they looked lovely.

Stayed June 2012, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Mount Murray Hotel & Country Club

Address: Ballacutchel Road, Santon IM4 2HT
Location: United Kingdom > Isle of Man > Santon
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 1 Hotels in Santon
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Mount Murray Hotel & Country Club 4*
Number of rooms: 90
Official Description (provided by the hotel):
Whether your visit to the Isle of Man is for business or pleasure, Mount Murray Hotel Isle of Man offers a multitude of facilities for the discerning traveller. Perfectly set in 200 acres of beautiful Manx countryside and ideally located between the airport and Douglas, this AA rated four-star Isle of Man hotel, has 90 of the largest bedrooms, superb health and fitness centre, hydrotherapy unit and indoor swimming pool.The Mount Murray is the only Isle of Man hotel with its own 18-hole championship golf course with spectacular views across the Island.Extensive conference and banqueting facilities offer a variety of suites to meet requirements for any event, be it a business presentation or a romantic wedding reception. ... more   less 
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Also Known As:
Mount Murray Hotel And Country Club
Mount Murray Hotel & Country Club Isle Of Man/Santon

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