I've stayed at Mottram Hall on numerous occasions over the past few years and have always been a big fan. However a recent stay in May completely changed my views. Myself and 3 other members of my family (all adults) attended in May 2013 to celebrate my mum's birthday and to see what the hotel was like following the recent renovations. I emailed the hotel prior to our stay to inform them of my mum's birthday as they usually give a free room upgrade to anybody celebrating their birthday. My first email was ignored so when I followed this up I received a reply saying that they no longer give free upgrades but that they would try and arrange something for my mum's birthday such as decorating her room "with balloons or something".
Upon arrival at the hotel we were very impressed with the renovations and the hotel looked beautiful, however there was a strong smell of sewage in the downstairs area near reception and the bar, which we had never noticed on previous stays. This smell was present for the whole time we were at the hotel. We attempted to check in at 2.45pm but only one of the rooms was ready. When we returned to check in later on (about 4pm) we were greeted with a huge queue of people all waiting to check in with only 2 members of staff checking people in. We had to queue for approx half hour and many of the guests made it quite clear that they were not happy.
Prior to check in we had lunch from the hotel bar which was very disappointing. There were also annoying things that happened such as the barman told us when we placed our lunch order that they don't do large glasses of wine and they don't serve homemade chips, but half an hour later we saw other guests with large glasses of wine and a plate of homemade chips! When we queried this with another member of the bar staff she said the original barman had given us the wrong information. The food was bland and unexciting (the sandwiches were served on cheap pre sliced thin bread that you'd buy from any old supermarket) and was not the standard you would expect from a 5 star hotel.
When we did eventually check in we found that the hotel hadn't done anything to mark my mother's birthday and had not decorated her room as promised. Also my stepfather noticed human excrement on the bathroom wall in his room. He reported this to reception but 48 hours later when he vacated the room this still hadn't been cleaned and it seems that his complaint was completely ignored.
More disappointing things happened such as in the hotel's cocktail bar hardly any of the cocktails were available due to the fact that they had no limes and no mint. Pretty bad for a "cocktail" bar in a 5 star hotel. We were also told by the Bar Manager that they no longer provide complimentary nibbles in the bar like they used to (and like most 5 star hotels do). The next morning at breakfast we had to queue for 20 minutes before we could be seated for breakfast as for such a large hotel the breakfast room seemed really small and did not provide enough tables. During our stay we found the staff to be very few and far between and when you did ask a member of staff something none of them seemed very knowledgeable, and we seemed to receive completely different answers depending on which member of staff we spoke to.
We left Mottram Hall feeling quite sad that one of our favourite hotels had gone so downhill, so a week or so later I decided to email them to inform them of our bad experience. It took about a week but I eventually got a response from Thomas Starey from Guest Relations who sent me a short email to apologise, and offered the 4 of us a complimentary free night's stay. A couple of months later (July) I emailed Thomas to take him up on his kind offer and to see if things had improved, so I gave him about 10 different dates (both midweek and weekend) that we would be free to attend to use our free night's stay. He replied to say that none of the dates were available, even though when I checked on Mottram Hall's website it showed there was plenty of availability on all the dates I had specified! When I informed him of this he said that even though the hotel is full on those dates they still advertise and sell rooms in case people cancel. I asked what they do if nobody cancels and they are therefore over booked and can't accommodate the people that have paid/booked, and I'm still awaiting a reply from him and that was about 3 weeks ago!
I have since emailed the Managing Director, James Stewart, who appears on tripadvisor quite regularly asking people to contact Thomas Starey, but James Stewart hasn't had the courtesy to reply to my email either and it was sent to him 10 days ago!
I would advise anyone that is planning on staying at this hotel to think twice as if you are expecting a 5 star experience you're going to be very disappointed. Also if you do complain about your experience and they offer you a complementary stay then I wouldn't plan on ever being able to use it, as they seem to offer these things with no intention of ever letting you use your complimentary stay. I can honestly say that myself and my family will not step foot in Mottram Hall again, which is a great shame as we've had some lovely stays there previously and before they changed all the staff.
- Official Description (provided by the hotel):
- Refreshed, Refined, Ready and Waiting.There's nowhere quite like it in Cheshire. The NEW Mottram takes its rightful place as Cheshire's finest golf and leisure resort. Play Championship standard golf all year round and relax in the brand new Claret Jug Clubhouse. Chill-out or work-out in the new state-of-the-art Mottram Hall Club & Spa. Dine on amazing local delicacies and reinventions of fine dining classics courtesy of new Executive Chef Ross Bootland. Finally retire blissfully to the beautifully appointed new style rooms and experience a new level of upgrades with a Chambre Unique bedroom. NEW is very much the order of the day. When it comes to dining, golf or relaxation, you should try something new too. ... more less
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- Also Known As:
- De Vere Mottram Hall Hotel Mottram St. Andrew
- De Vere Collection
- Mottram Hall Mottram St. Andrew, Cheshire