Marcus Borg

Review of De Vere Hotels - Mottram Hall

We I only stayed 20 minutes, as the heat in my fri...

We I only stayed 20 minutes, as the heat in my friend's room was humid and highly uncomfortable. My room was very warm also, but not as bad. No air conditioning due to building protection status, which is fair enough, but alternatives should be considered when there are hot days. Windows allow no circulation as in a sun-trapped courtyard.

The very reason for leaving was that the one member of front of house was so unconcerned and lacked skills in owning the issues, offering alternatives or even apologising. We asked whether other rooms were available to move to and were told that they were 100% booked. Given the wedding party overtaking the hotel, that seemed plausible. Only when I visited reception, she was selling rooms to the wedding party and stating they were "near capacity". That is not the same as 100% full. Honesty and transparency should be at the forefront of customer complaints, not apathy, curt responses and misdirection. I went to reception to collect some fans, as reception said the concierge was busy with the wedding party. That also became my problem rather than theirs.
What a shame. Lovely estate, reasonable well furnished rooms but lacking front of house and customer care.