Good night spoilt by service
13/02/2017 julesA1, Stafford
We attended an event at this hotel with friends who were celebrating their silver wedding anniversary. The group stayed overnight courtesy of our friends. The hotel was nicely furnished and the room... more
We attended an event at this hotel with friends who were celebrating their silver wedding anniversary. The group stayed overnight courtesy of our friends. The hotel was nicely furnished and the room was clean and comfortable. My only complaint about the room was the shower leaked dreadfully and caused a huge puddle on the bathroom floor, despite using the shower curtain. Unfortunately some staff members let the side down. After our event had ended we attended the residents bar which was still open and serving drinks. A request at the bar for a cup of coffee and a glass of brandy was met with the reply that there was none available. We were shocked that a hotel could not supply these basic night caps. When we asked to speak to the manager a very grumpy and rude barman went and obtained a cup of coffee and served it with ill grace. Another staff member obtained a bottle from another bar and brandy was served. The body language and bad vibes emanating from the bar left us feeling very uncomfortable. When we checked out the next day, we were not asked how our stay had been, but we did make a point of telling them and have yet to receive feedback. less
Traveller3737, General Manager at BEST WESTERN PLUS Stoke-On-Trent Hanley Moat House Hotel, responded to this review
Many thanks for the review I'm sorry we didn't do better.
The feedback you gave reception has not been passed on to me could you let me know which room you stayed in please and Ill get that shower sorted out.
Re the team members if you let me know when you stayed and I will follow this up with them. there are no excuses for poor customer service....
Hopefully this wont put you off staying again with us