12/09/2016 Sheila R, Pembroke, United Kingdom
Originally booked this hotel as a superior room through Booking.com and had confirmation of this. Two days later the hotel rang to say there were no superior rooms available!!!! So would we accept a s... more
Originally booked this hotel as a superior room through Booking.com and had confirmation of this. Two days later the hotel rang to say there were no superior rooms available!!!! So would we accept a standard room. We had by this time arranged our itinerary so agreed to it. A big mistake! The room was dark, wallpaper peeling off, the bathroom needing updating. The shower was either boiling hot or freezing cold, you needed a degree to get the right temperature, the difference was so finite. The staff were brilliant but very overworked just three of them to manage reception, the bar and wait on tables. We ordered a lasagne each in the bar which was fine along with a portion of chips.... which we are still waiting for. At breakfast they also forgot to take our order so we had to go looking for that. Our sleep was disturbed by the fire alarm going off 3 times during the night and because of the gaps round the door the family from hell in the next room , who obviously thought they were the only ones staying there, we could hear everything. Such a shame as the hotel has a lot of potential but unfortunately the worst Best Western we have ever stayed in. In all fairness I think the superior rooms were a lot better but having stayed in a superior room in Liverpool the previous night for only £20 less value for money was VERY disappointing. The hotel have apologized but they really need to improve their rooms. less
PaulLawson, General Manager at BEST WESTERN Moffat House Hotel, responded to this review
Thank you for completing the survey 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 us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
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