Morgans Hotel — Hotel in Great Britain

Last July was our Ruby wedding anniversary and we were booked into Morgans. Unfortunately, due to covid Morgans cancelled our reservation.

I have wanted to stay at Morgans for many years, so this year we booked into Morgans again. Reminding them we booked for our Ruby anniversary last year and would come this year to celebrate.

The building is beautiful inside and out and in a good location next to the Marina and the sea.  The bed was incredibly comfortable and air conditioning was a real bonus since we were in a heatwave. Unfortunately I have no more plus points for the hotel.

Customer service was atrocious. On checking my email confirmation the night before I read that 48 hrs prior to arrival they would email out a visitor health questionnaire and failure to complete it may result in the booking being refused.  I emailed Morgans to let them know that they had not sent this out to me.

On arrival at the hotel in the evening the place was dead and souless.  We tried to order the breakfast hamper mentioned in the email but were told that the management have decided not to provide them this week. This was a real shock and a huge disappointment. I emailed Morgans to let them know how disappointed we were but we did not receive the courtesy of a reply.

We were shown to the door of our room but not told anything at all.  There was no cold water in our bathroom tap for drinking and we were in a heatwave so asked reception for some water.  We were provided with 2 bottles of tap water.  Surprisingly the room did not have complementary water provided. The bedding was creased not crisply ironed.

The following day whilst in the ladies toilet downstairs 2 staff members came in and they were not wearing masks.  As the room is not serviced during the stay we asked for 2 clean coffee cups and the receptionist came out and handed us 2, again this man was not wearing a mask when dealing with us.

We were in Cambala room and we had to have the window blind down all the time and the light on as there was clear glass and no privacy. Bath badly scratched.

On check out I was asked by Amy how our stay was so I told her all of the above and that I have looked forward to staying her for years.  We live 100 miles away. She apologised and said she would give us 50% of our next stay so that we could have the proper "Morgans experience".

However, a week went by and still no email with the offer as mentioned by Amy.  I emailed to query it and received a phone call from Ben, another receptionist. He apologised and sent out the offer of a discounted stay;

I am really hoping to be able to give a better review after our next stay at...

It's a beautiful building and our room was lovely but.... I called the hotel a number of times to change details as our trip evolved and to inform them that I was a wheelchair user. Originally I was told that our room slept 3 adults. There were only two of us originally, but our second son decided that he would come, so I called to say there would be a third person and I was told that there wasn't enough room for him in our room, he would need an additional room. Our room was £300 a night (breakfast NOT included) his room was not in the main hotel and around the £170 a night rate. When we got there, our room was more than big enough for another bed, but worse still in my view, my son's room had 2 king size beds in and we could all have used one room, I wouldn't have begrudged the extra breakfast cost had I paid £170 a night for the 3 of us. Considering I booked so early, the hotel could easily have sold our second room had they been willing to share this information. Also there was a wedding on our second day, we weren't able to go to our room as it hadn't been made up so we were forced into the bar area which was taken up by the wedding party. It was very awkward and we weren't welcome. At no point during my calls were we told that there was a wedding booked, which would have been nice to know considering the evening reception room was just along from our bedroom. The food was terrible. Breakfast was buffet style and cold, the hash browns were so greasy that I couldn't eat them and my sausage wasn't cooked, so I didn't eat that either. We had 3 goes at a pot of hot water because they didn't have decaffeinated tea (luckily I always have some in my bag) on the third attempt I got a cup of hot water, so left it to just the one drink. The second day breakfast was colder and the service was even worse. I could go on but in truth who is still reading. As beautiful as the hotel looks and as amazing as the room was I wouldn't stay here again. This was our first break since I went in a chair 3 years ago so we really needed it, I felt cheated financially and it soured my enjoyment of my...

Hugely disappointing as it used to be one of the best hotels in Swansea, and now it certainly isn't. Most of the staff did try to be helpful. We were in the Town House. We were unable to control the aircon. We had to ring down to reception to change the settings. The cold air was blowing right onto my bed. The first night I spent freezing. The next few nights, I was either too cold or too hot throughout the night. The aircon was also quite loud. The window was a trial. It would not stay open - the choice was either wide open or closed. Closing it was very difficult and took both of us to close it. I had to ask for a softer pillow on our second night. I did not find my bed very comfortable. The bathroom is, in my opinion, poorly designed. I am around 5ft3ins tall, and I found it very difficult to reach the shower - you had to pull a metal frame down in order to use it. The soap dispenser is so high that I had to turn off the water and really stretch to reach it. There is nowhere to put your own shampoo and soap, face cloth, etc, whilst showering. Getting in and out of the bath to shower was a challenge as there is nothing to hold on to. In my opinion, this is a health and safety issue. The staff looking after the bedrooms were very polite and helpful. The layout in the dining room for breakfast is not very customer friendly. There are no trays to carry things to the table. It took me three journeys, one with a pot of tea and a mug, and another with milk. Then back again for cereal. The water for my tea was tepid. There was no choice of skimmed, semi-skimmed or whole milk and nothing informing me what the only milk available was. This stay should have been pleasurable and relaxing,...