Hotel or motel?
17/07/2016 von582015, Staymonth=8
Stayed for one night aftet a great days golf on the coast, and arrived at half 7. We checked in and were told that we were in the annexe ; a wave of the hand and "On your right as you leave through th... more
Stayed for one night aftet a great days golf on the coast, and arrived at half 7. We checked in and were told that we were in the annexe ; a wave of the hand and "On your right as you leave through the door" pointed us back out to the car park. We trundled around to find that our room was located at the extreme perimeter facing the road with entry directly from the car park and not in sight of the main building. Once inside, the room was spacoius with the bathroom outside the bedroom. We never quite figured out the 2 adjoining doors to the bathroom corridor as they were not marked on the fire escape floor plan. Then we opted to go to the restaurant for dinner. We stayed in the bar as it was busy (always a good sign) and the restaurant was empty. The menu didnt list any allergens and being coeliac I did as requested and checked with the waitress my menu choices. Having sorted that out, I was disappointed to have my meal served with battered onion rings that, on asking, were confirmed to contain wheat flour. The steak was cooked as requested. However, we didnt order dessert or stay for breakfast because of a different issue. During our meal a lovely adorable puppy came in and the man behind the bar did what anyone would do, knelt down to fuss and pet the dog. Then pro.ptly returned to the bar and continued to serve customers. This hygiene oversight really put a dampener on an otherwise enjoyable stay. less
PaulLawson, General Manager at BEST WESTERN Moffat House Hotel, responded to this review
Thank you for your feedback regarding your recent stay at our property.
On behalf of our entire team, I would like to apologise for not exceeding your expectations. Your satisfaction is important to me.
Im very sorry you feel I gave you 'the wave of my hand' as a direction, I can assure you this was not my intention, I was clearly guiding you towards the south courtyard building which I have done so for many years without confusion or complaint.
The internal doors have signs saying 'no entry' as these have been sealed and are no longer in use, your nearest fire exit is the entrance door which is on the fire plan in the room.
I would like to point out that immediately after petting the puppy i went straight to the bar as you agree and washed my hands in the sink below the bar, this cannot be seen from the customer side of the bar which is why you missed it, being a dog friendly hotel we see and come into contact with hundreds of dogs each year and it is common practice for all staff to immediately wash hands after any contact.
I sincerely apologies for the onion rings, We are currently updating our menus to clearly label all ingredients to suit each individual dietary requirement to try to prevent this happening in future.
Once again thanks you for your feedback and for your loyalty to us.
If I can provide any assistance, please don't hesitate to contact me directly at 01683 220039.
BEST WESTERN Moffat House Hotel