Hotel One Mall Road Murree

The bathroom needs attention. In room no 505, the shower mixer wasn’t working, so there was no way to get a hot bath in winter. Shampoo, toothpaste and a brush were missing at first, but they brought them when I asked. The WiFi was poor too. We stayed one night with family and got the weekend discount. The stay was generally satisfactory, and breakfast was excellent and included. I’ve reported the mixer to management and hope they repair it.

Mr Asif, the supervisor at Hotel one, was great. The place was spotless, and housekeeping kept everything in good shape during my stay. The bed was cozy and the bathroom exceptionally clean. I felt right at home.

I booked two days at Hotel One Murree through its official website in January, for 23-25 Jan 2026, and paid in advance. On the travel day, heavy snowfall led to the roads to Murree being officially closed. Hotel staff told me not to travel, and asked me to cancel by email and request a refund. I emailed and followed up several times without getting a response. After I posted on the Google page, the Resident Manager publicly said the refund would be processed within 15 working days. I kept in touch with him on WhatsApp for over a month. When I asked for the relevant person's contact, he directed me to email Mr. Uzair, who replied that bookings made through the hotel website are “non-refundable in any case.” The booking was directly on the official site, and the confirmation receipt says nothing about a non-refundable cancellation policy. I’m attaching the receipt and email response for transparency. My first review, posted on 03-Feb-2026, described the same problem: the roads from Islamabad to Murree were closed due to heavy snowfall, and staff had advised me not to travel and to email for a refund. I’d already been waiting a week after multiple email follow-ups, and there was no online cancellation or refund option. This was a very disappointing and unprofessional way to handle a genuine force-majeure situation.

The location is quite steep from Mall Road, so be prepared for a hike each time you leave the hotel and come back. Service was good, though. Rooms on the lower floors don’t offer a good view.