We stayed here last year for Royal Ascot and were very happy so this year stayed again. When we arrived at the Moat House for a 2 night stay we were greeted by a very efficient receptionist who informed us that as we were Best Western reward card holders we had been upgraded, very nice. The room was in the executive wing built over the river and was lovely with wooden beams and pillars in the rooms, very old, full of character but with all modern comforts. Super huge fluffy bath towels and all toiletries we expect from Best Western.
The first night we ate in the Poachers pub which is part of the hotel but round the back, a short precarious walk over a small but busy traffic bridge. Visibility vests are provided by the hotel for guest to use but take care. It would not be the same if the bridge was modernised to take pedestrians as well but just be aware, it is lovely. The meals were good value with a varied menu, not cheap but the area and hotel are not in a cheap location and if you want quality, you pay.
After an excellent day at Royal Ascot, we ate in the hotel restaurant. Another guest who was already in the restaurant had a conversation with a member of staff about how long he had been waiting and how he was now leaving. We ordered and received our starter in good time and it was lovely toasted garlic bread. Unfortunately we then had to wait some time probably 45 minutes for our main meal. Three of the meals were lovely but the Piri-piri Chicken was very overcooked, tough and probably had been kept hot waiting for the other meals to be ready. We spoke to a member of staff about it and how it was so tough and overcooked it needed a steak knife to cut it, he offered to get one, not what we expected. Shortly after Gabby a restaurant supervisor came and spoke to us about the chicken and how could she make it right. She offered a free sweet, another meal or what would we like. By this time 3 of us were finishing our meals so we decided not to have anything else. Gabby arranged to take that meal off the bill. Gabby therefore gets a well done for her efforts in trying to keep the customer happy. Another couple who had arrived shortly after us spoke to a member of staff as their meals had not arrived. The staff member apologised and gave them a complimentary drink to make up for the delay. It turns out that there was a wedding on that day and the staff were extremely busy and just could not cope. The staff that were there were doing as much as they can but there was just not enough staff. So no complaints about the staff but the management should have made sure there was enough staff to look after all the guests.
This is a quality hotel in a lovely location, easy to get to, plenty of parking, normally good food, not cheap but worth it. We were disappointed at the service and food on the second night but the blame must lay at the management and not the staff. We will however stay again as things do go wrong and it is how they are out right that makes a difference. Well done Gabby your efforts have convinced us to give Best Western another chance next year. less