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Best Western Plus Hotel Stoke-on-Trent Moat House, Stoke On Trent

4.0/5  - basé sur 1629 notations.
Etruria Hall, Festival Way, Etruria, ST1 5BQ, Stoke On Trent, Great Britain - See map

Stay with us at the 4 Star Best Western Plus Stoke-on-Trent Moat House Hotel, where you are assured of a comfortable visit and great service. Stoke-on-Trent was named UK’s European City of Sport for 2016 and also a year in which we celebrate our 25th birthday. The hotel has historic links to the city's heritage. Etruria Hall - now our dedicated 8-room meetings and events center and a popular Staffordshire wedding venue - was built in 1769 as the home of Josiah Wedgwood, the ‘Father of English Potters’. This fabulous Stoke-on-Trent hotel is a great place to stay for families and couples alike. Just a short walk from the hotel, you’ll find Stoke Ski Centre, Water World indoor tropical aqua park and a ten-pin Bowling Alley. The city's business district is close to the hotel, whilst Hanley's shops, theaters, museums and cinemas are on our doorstep. A little further afield, you can relax in award-winning gardens including Trentham Gardens, Biddulph Grange and The Dorothy Clive Garden. And this Stoke-on-Trent hotel is also nicely located for a day out at the Alton Towers theme park. Our on-site leisure facilities include an indoor heated pool, sauna, spa pool and air conditioned gym. The smart surroundings, great location and free Wi-Fi also make the hotel convenient for business meetings. The Best Western Plus Stoke-on-Trent Moat House Hotel is close to the M6 motorway for easy access to the North West and the Midlands. That’s why it makes the perfect base as a place to stay in Stoke-on-Trent.

Best Western Plus

Hotel Stoke-on-Trent Moat House

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Hotel advantages

  • Restaurant
    Restaurant
  • Air conditioning
    Air conditioning
  • Cocktail lounge
    Cocktail lounge
  • 24-hour front desk
    24-hour front desk
  • Sauna
    Sauna
  • Onsite laundry
    Onsite laundry
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Guest reviews

In partnership with tripadvisor fr
Certificate of Excellence 2015
based on 1630 guest reviews
NOTE ISSUED
Excellent
652
Very Good
534
Average
265
Poor
101
Terrible
77
REFER TO NOTICE
Business Business
359
Couples Couples
374
Family Family
560
Friends getaway Friends getaway
180
Solo travel Solo travel
35
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Excellent value for money, convenient location, great garden area"

5
10/07/2018

Stayed here for 1 night whilst passing through. Took the family room, though only 2 of us. The room would be very suitable for a family of 4 to share. There is a large double bed, actually 2 standard singles joined together, so a massive main bed, then a decent sized bunk bed. The room was not cramped however as there was also a lounge chair and table as well as dressing table. The aircon was very welcome in the current heatwave. A full english / self-serve breakfast allowed a decent amount of choice and the quality of food was very good. Overall, very impressed with the hotel and excellent value for money. There is a pleasant decked terrace and ornamental garden as well, so even though the hotel is close to the main commercial business park the trees and landscaping dont make you feel you are in a cramped city hotel. There is a spa/gym which did look good, but I didnt take advantage due to travel commitments.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
HI MarkNMB Thanks a million for the 5 star review its just gereatr receiving such positive feedback. PLease do come back and visit again soon Clare

"Warm rooms"

4
09/07/2018

We spent our honeymoon here in July 2014 and it was amazing, therefore we returned July 2018 with two children and were a bit disappointed the family room is not that big and we had to squeeze our cot in by moving all the furniture. The really problem was the lack of air conditioning, especially in the heat and having a south facing room. The hotel had laid on a fan which was good, but it was noisy and scared my daughter when she first walked in. On a positive note the restaurant was very good for the dinner and breakfast and the all the staff were very helpful.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi rupertmainwaring thanks a million for the review it was great to welcome you back again. I am sorry re the heat we do have a comfort cooling system that has been working really hard against the elements. Please don't let this put you off staying in the future. Clare

"Nice place rooms need cleaning "

3
08/07/2018

Nice hotel and friendly staff conveniently located. Room was nice but thick with dust in parts. Bathroom was very tired and dated. Needed a new bathroom suite fitting although bedroom looked as though it had recently had a revamp

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Emilie_K15 thanks a million for the review so pleased you found us to be nice with friendly staff! sorry about the dust the black glass seems to attract it! Please do come back and visit us again soon Clare

"Fantastic hotel, nice area, lots to do!"

5
02/07/2018

We enjoyed a great weekend at this hotel, there was a prom night and a couple of weddings being held at the time of our stay neither of which affected our stay in terms of noise. The hotel is designed in such a great way that private functions are held in different parts of the hotel and noise levels are contained within so no issues there. For families the hotel is in a great position, within a 2 minute walk you have a bowling alley and cinema and also a little further along is a small marina with a few narrow boats. If however you just want to stay in the hotel this is also fine as there is a cosy swimming pool and gym. The restaurant and bar area was very comfy and with a few tv's dotted around we managed to catch a bit of football. My wife and daughter ate in the bar area that evening and the food I'm told was great (the onion rings to die for!) Pricing for food and drink was very reasonable and pretty much compares with other hotels/high street chain/bars. I opted to try and get some room service later that night but the call kept getting bounced back to reception so I went down and agreed with the very helpful lady at the bar that she would sort my pizza and I would come down and collect it. Not a problem as a lot of the wedding guests were now in the bar and she was visibly very busy on her own. And credit due to all the staff, we found everyone extremely friendly and polite during our stay. I have seen some previous comments regarding the dated décor in some of the rooms and yes maybe some would consider the décor a little dated but it's by no means offensive and everything is 100% functional in the rooms. With this being such a large hotel I imagine a room refurb of sorts is going to be extremely expensive and would inevitably incur a room rate price increase. I would be happy for them to keep things as they are and besides all the public areas are very modern/tastefully done. Oh and breakfast, also very nice. We went for breakfast to be delivered to the room both days and we did ‘tweak' the options both days, the guys in the kitchen got it right each time. Produce was fantastic, no complaints there. If you're a rambler you are on the edge of the peaks, we visited Leek and then on to Tissington then Ashbourne. If you are into shopping you have lots of retail parks nearby or a big Intu a 20 minute walk up the hill. If you like antiques/pottery I believe Stoke is like the mecca so I would definitely recommend this hotel and we will be returning for sure, it ticks all the boxes. And a big thank you to Clare who sorted these dates out for me and my family!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi dayle777 Thanks a million for the 5 star review I'm so pleased you and the family had a fantastic stay with us. you are right there is loads to do in Stoke! hopefully we will see you again soon Dan

"Not a great experience..."

3
24/06/2018

Check in was efficient but the noise was overwhelming from a prom that was taking place in the room opposite reception. There was an issue that the booking on their system said room only, but I knew I had specified breakfast. I showed the confirmation email and we were given a voucher for breakfast so that was ok in the end. Dropped our stuff off and went for a drink, pricey but as expected. Got another drink to take to our room which is when it took an odd turn. As in there was a woman and girl in our room! The four of us returned to reception to resolve the issue, where the noise from the prom was even more deafening. The woman on reception said my partner and I were in room two-oh-one, whereas the other lady was in room two-zero-one. Erm, yeah... they're the same number, took a few goes to work that one out but eventually she agreed that mistakes had been made on both sides, but mostly the hotel. No, both room cards said 201. It was no one else's mistake. Transpired we were 201, they were 301, but their evening meal and drinks were on our room! Long story short, an apology was issued, the charges to rooms sorted and we were given a complimentary drink for the inconvenience. Mistakes happen and it's really not the end of the world, but I'm glad it was a nice family who got another key to our room or this could have been a very different story. Also glad they decided to check their room at that time, could of been an awkward encounter!! The room was nice but the plug sockets were a pain for USB plug chargers as they just wouldn't fit in. This seems to be a thing with most hotels. Despite the prom and wedding happening elsewhere in the hotel there was no noise from them when we got upstairs. Breakfast was decent. When we checked out it was the same lady on reception that checked us in and she remembered me and apologised again for the mistake. I really felt for her then because she clearly felt awful. But these things happen, and it wouldn't put me off going again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
oh dear NorthWalesWanderers many thanks for your review I am sorry you didn't have a great experience with us. I am pleased though that you wouldn't let it put you off staying again. I'm with you on the plug sockets - the hotel was built before the age of the mobile phone it is really annoying so we are working on installing USB plug sockets in bedrooms. Next time you stay that issue should be resolved! Hopefully we'll see you aga9in soon Clare

"Excellent hotel"

5
22/06/2018

We have recently stayed at the Moat House twice, one night on our way South and one night on our return journey. Our room both times was very clean, a good size and very comfortable bed. On checking in both times the receptionist was very chatty and helpful. Gives a good feeling about the rest of the stay when this happens. First night we had a bar meal and a drink. We felt both were a little expensive but we were on holiday so why not enjoy. On the return home we only had a drink as we had already eaten. Breakfast both mornings was good. Plenty of choices from the self service area but other items, like porridge, kippers etc could be cooked to order. No shortage of food, fruit juices, tea, coffee, toast (toast your own) and continental breakfast too. The containers were regularly refilled. The waitresses were very friendly and chatty although the dining room was busy but that didn't deter from the service. The only downside we felt was the bar staff. Both stays they appeared to be doing something else when we went to the bar to order drinks, It would have been nice to have some kind of acknowledgement that we had actually been seen rather than being ignored until they finished what they were doing and came to serve us, Just an “I will be with you in a second” type comment would have been better, That aside though, we couldn't really fault the hotel and although it is a few miles off the M6 it is well worth the drive. Make sure you park the car and go to reception because it is also a public car park where if you aren't resident you have to pay for the parking, Enter your car registration number at reception and the parking is free.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Lexie1108 Thanks a million for the 5 star review. Its just great receiving such positive feedback. Please do come bnack and visit us again soon clare

"Not Bad "

2
22/06/2018

Stayed here overnight for business as a stop off. In relation to the room it's okay they do need a makeover and the beds need some change. Pillows were none existent and the WiFi signal was very poor. The breakfast and bar areas were great actually so sort of made up for the poor room. Only gripe was that when I was staying there was a huge group of our noisy and banging around and swearing Irish travellers who kept me up all night and it seemed management didn't do anything despite number off calls to them. ?? Personally won't be staying again

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Barboboo Oh dear - 'not bad' and a 2 star review! That said many thanks for the review. Re the Wifi it would be great if I could get the room number you stayed in we also have a 24hr helpline if guests are struggling with the Wifi. Unfortunately other guests are not always the most respectful towards other guests staying in the hotel. Please be rest assured that the team did react to your calls. Barboboo it would be a real shame to let this experience stop you from staying again, please do give us another try...... Thanks again Clare

"Only drinks and a meal"

4
18/06/2018

We went here to meet up with friends from out of town and enjoyed hours of watching the England match, having a drink or two or four and something to eat. The chicken wings starter was very nice and the Fish of the Fish, Chips and peas was very good, moist fish with crispy batter, the home made tartar sauce was a little vinegary for me but you could tell by the presentation and taste that it was home made. You can also see that this hotel punches above it's weight, all the areas we visited were first class, extremely well decorated and extremely clean. Bar staff were efficient and friendly though initially under pressure around 4-6pm as only one person on duty delivering food orders as well as tending the bar, but more staff came on duty later, thankfully was with the England v Tunisia match on the bar became very busy very quickly. Overall a good experience that makes me want to add this Hotel Chain to my list of places to use on my many travels, we normally stay with the Hilton range.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi JednSasha Thanks a million for the great review I'm so pleased you had a great time with us. what a result too! Be great to see you at the other England matches. Hopefully see you soon Clare

"Not bad at all. But needs a tidy up. "

3
18/06/2018

Stayed here for 2 nights. It's a very decent hotel, but you can tell they haven't spent any money on it for a while. It's getting a little shabby and tatty now. If they spent a little time on it now, it would come up awesome. But if they don't, it'll get too far gone to be as it was. Has great facilities, pool is clean, changing rooms not so much. Lockers and shower area need a good clean. The family changing room smells quite bad. Staff were all very nice, room service is very decent, but it does always annoy me when you can't charge things to your room! It has everything you need, but for a hundred bucks a night, it needs to be a little bit better to look at. Please tidy it up guys, a little bit of new furniture and some paint would do wonders for the place and people would really enjoy their stay. It's also 20 minutes from Alton Towers, which is a lovely little drive through the country.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi DRYZ3R Many thanks for the review. I'm glad that in the main you had a great stay with us. As long as you find us clean and enjoy our personality that's great. We are hoping a refurb is coming! Hopefully we'll see you again soon Clare

"Consistent but never quite delights"

3
17/06/2018

I stay here a lot - 60 times in the last 2 years maybe. I know what to expect and it's handy for where I need to be. But it never really delights. The staff are always friendly and helpful but the details usually disappoint. The rooms are not well maintained. The bathrooms in particular are often in need of a real 'deep clean' - mouldy grout and so on. Last time the room bin hadn't been emptied (previous guests dirty makeup wipes). In other visits before that the catch plate on the door latch was missing, the a/c control was damaged, the window did not shut properly, the shower valve was faulty, no tissues in the bathroom, etc. All niggling little things but there is usually something that betrays a lack of maintenance. The food is OK, but rarely better than that. It seems to depend on who is on duty in the kitchen. I have had great Caesar salads and poor ones, within 2 weeks of each other, decent omelettes and rubber ones, ditto. The breakfast is pretty good, except when the 'rubber scrambled eggs' chef is on duty, or some piece of equipment is broken (coffee or juice machine usually). But the price for breakfast if it's not included in the room rate is absolutely shocking (about £15 from memory). In summary it's a decent hotel with great staff let down by a lack of on-going maintenance and proper cleaning. I guess it gets four stars for the facilities (gym and so on), not for the general standard of the rooms.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Carigmarven Many thanks for the review. I'm sorry we're not more consistently and will follow up your comments with Chef and the Head Housekeeper. You know re breakfast its only £10 if you choose a B&B rate? Hopefully see you again soon Clare

"Well looked after"

5
15/06/2018

Excellent hotel with fantastic facilities. Nothing too much trouble, full range of breakfast both English and Continental. Staff were very helpful. There's not a lot one can say for a hotel that meets all requirements.

"Great place to stay"

5
13/06/2018

Stayed in may for a comp my son was in so there was a lot of gymnastics staying the hotel was clean comfortable and the staff were great Saturday morning we had to leave early for the comp and they put breakfast on early for the gymnastics comp which was loverly I would stay there again

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Seastley Thanks a million for the 5 star review and that all important recommendation I'm so pleased you and your son had a great stay with us. Hopefully we'll see you again soon Clare

"A lovely hotel but ....."

4
12/06/2018

A really lovely hotel with lovely staff but it's the little things - an executive double room with only one dressing gown, one face flannel, a sticking bathroom door, wi-fi that is continuously dropping out and television picture continuously pixelating. What a pity! Otherwise an excellent situation, well decorated and large rooms and very plentiful breakfast buffet. Would we go back? Almost certainly yes.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi John P Many thanks for your review I'm sorry there's a but! Can you let me know which room you stayed in so I can follow this up please that way when you do come back everything will be prefect [email protected] Clare

"Wedding stopover "

4
11/06/2018

We arrived 630pm Sunday evening for a wedding reception at the Floral Hall. Check in was a bit slow, with only one member of staff on the desk. The room was lovely and clean, and a great size. We asked for a taxi to be called which was done without any problems. When arriving back later that evening, we went straight to our room. Breakfast was great. Good selection of cereals, cooked English breakfast, juices, toasts, tea and coffee. Very enjoyable stay.

"Noisy stay."

3
10/06/2018

Stayed for one night have previously stayed her in another wing of the hotel with no this stay suffered from a lot of noise intrusion from numerous sources,doors banging in the middle of the night,aheard of elephants in the room next door constantly doing whatever with running water,blackout curtains that aren't,air conditioning set to 24 degrees that you can only lower by 3 degrees! , Our stay was rather overshadowed by these events having previously stayed at the premier inn with no issues we thought we would stay here as a special treat instead now wish we hadn't,being regular visitors to Stoke on Trent it was a rather disappointing stay.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Octy600 Many thanks for your review I am truly sorry that you had a noisy and warm night with us. It would nbe great if you could give us another chance to show we can get it right. When next in the area please do contact me on [email protected] hopefully we'll see you again soon Clare

"Quick trip to Alton Towers"

4
07/06/2018

Opted to stay here during a quick trip to Alton Towers with my wife and 7yo. Chose this rather than anything closer as wanted to check out Stoke while we were in the region. Pleasantly surprised at how easy it was to get to from AT and not much traffic to negotiate even on an early Friday evening. Hotel had plenty parking and check in was very efficient. The room was very comfortable and reasonably modern with everything we needed. Even the wifi was good which my 7yo was pleased about. Although we had a couple of drinks at the hotel, in the main we ate/drank in Stoke Centre so not much to say. Did use the pool in the health club the next morning and the jacuzzi and no complaints for both. Overall, not a bad hotel although check out could have been quicker however...this was the day after the big problems at Visa so can forgive the hotel for the payment pain which that caused. Would stay again but there are lots of hotels and probably won't be around again for a while. Not bad, not bad....

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Chumpysunderland Thanks a million for the great review glad you had a good stay with us. If you are ever back in the area please do come and see us again Clare

"Very tired rooms. Poor VFM. Not 4*"

3
06/06/2018

Stayed for 2 nights as Taylor Wimpey were rebuilding our house ?? Staff were good as were communal areas of hotel. The rooms on the other hand were circa 1990s. In need of a re-vamp desperately. Was it worth £120 a night? Most certainly not. Ive stayed in hundreds (literally) of hotels and this is a £70-err at best. When I mentioned that the air con was rubbish, I was informed it was ‘air cooling'. In the hotel's defence, they don't say it's air con. Room was red hot even with windows open. Cost cutting. As Stoke hotels go, I guess this is one of the better, but still average.

"Ok place to stay but beware of the prices"

3
06/06/2018

This is an ok place to stsy if you are in the area, but just ok, much like a Premier Inn is ok but at more gghsn Premier Inn prices. Comfy, clean room, with a good shower. There is aircon and it is needed but it is a little noisy. It appears they may offer family deals at weekends as there seemed to be several excited children about. Breakfast is adequate, but never more than warm. Comfy bar area and polite staff

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Phil s Many thanks for the review. I'm a little confused with your review what does gghsn mean please? Hopefully we will see you again Clare

"Lovely hotel with great staff"

4
03/06/2018

I would like to start by thanking the staff for their patience and understanding. There was a misunderstanding around our booking (mostly our fault) coupled with an EU wide visa problem that day. Special thanks to the lady on reception and the chap behind the bar on 1st June. The hotel is easy to find, with plenty of parking - remember to register your car to avoid a parking charge. We had a lovely room overlooking the roof terrace. Lots of space and a good en-suite. I have to say the room was starting to look a little shabby though and I struggled to get the shower to work other than at very hot. Reception and the bar/ restaurant areas are lovely and of a high standard. Breakfast was very good too. We didn't use the leisure facilities, so cannot comment on those. Overall a very goid stay and with a little updating will be a 5 star review. Would definitely use this hotel again if in the area.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Anita H Thanks a million for the great review. Hopefiully you'll come back and visit us soon Clare

"Fantastic stay."

5
02/06/2018

Lovely stay here, had 2 very comfortable nights. Only one negative it the bar/food area was too warm to sit snd eat or drink so went elsewhere. Breakfast was very good with an amazing lady meeting and greeting guest, she worked tirelessly and enthusiastic the whole time, didn't get her name but she really deserve A some recognition for her energy and professionalism. Stayed 30th may to 2nd June.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Debie P Thanks a million for the 5 star review its brilliant receiving such positive comments. Ill pass on your comments to Sam she is excellent and point taken re bar. Plesae do come back nd visit us again soon Clare

"Hot night"

2
29/05/2018

Reception was very helpfull booking cheap taxis. Hotel looks great, rooms are verydated. Our room was hot and humid , had a broken airconditioner, and we could only open 1 window partial. As "fix" we got an insult as fan, seen in photo, that we could not use near the bed. There were empty pill boxes in the corner near the bin, so not very clean. For the price i exepted better resolution. I got offered nothing else

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh Dear Thomas K I'm sorry you didn't have a great stay with us. It was an exceptionally hot weekend. Thomas did you raise any of these issues whilst you were staying with us? I only ask as if we know about the issues whilst you are staying with us we can try and put them right. Please don't let this put you off staying in the future Clare

"Shambles"

2
29/05/2018

This place is clearly set up to cater for corporate functions weddings etc and judging by the number of them going on, it must be competent at them. Sadly if your'e a 'run of the mill' visitor, you're right out of luck! So here goes: 1. Now I'm no events manager but on a Bank Holiday Saturday night with Champions League Football live in the bars, a wedding or two and some other function going on, I would expect it to be perhaps a little 'busy'....can you imagine how many extra staff were employed just to keep the one half of one of the bars running? Well it would appear the answer was NONE as I sat in the bar and watched for a full 15 minutes while not a single person got served, only when I went to main reception to complain did it appear they had a staff member somewhere...how there wasn't a riot I don't know, much more a reflection on the clients than the management. 2. If you are unfortunate enough to sit towards the rear of the dining area for any meal, you will be subjected to a complete cacophony of slamming doors as the staff exit the kitchen and enter the restaurant, they seem pretty oblivious to it but I can assure you, you wont miss it...every 20/30 seconds. 3. We had a family room, so not unexpectedly had two children with us, on each and every morning I had to report to reception that the overhead shower was stuck at maximum temperature, too hot even for myself and my wife to use safely. Each day it was allegedly 'fixed' and each day it wasn't, it just remained red hot and dangerous. Only when I mentioned a report to the HSE did even the faintest glimmer of concern register, swiftly followed by a £25 refund which I'm sorry Best(?) Western, was too little, too late. 4. For some reason, it wasn't possible to charge any bar drinks or food to our room, surely a key enabler to an easy hotel stay? I was told that reception should have sorted this on check in but at no point did anyone of the staff offer to sort it for us. All in all, there seems to be a massive disconnect between the reception/front of house and the rest of the hotel, to be frank, they didn't seem connected at all. I'm still toying with changing the 2 stars to a 1 star but that would be unfair on the few staff that were actually trying their best seemingly let down by poor management.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Kevster269 Oh dear oh dear this does not read well. I am sorry you and the family didn't have a great stay with us. Saturday night was extremely busy and it was expected unfortunately with some Team members the pull of work was superseded by the pull of sitting in a beer garden enjoying the weather - not ideal for any of us. The team did the best they could do I am sorry this was not good enough. Doors banging in the restaurant did you mention it to anyone at the time at all, reason I ask is that something could have been done about it on the night? Maintenance are looking into this and seem to think it is an issue with the air pressure in the kitchen. Re the shower I can assure you that Maintenance did go and check this the cold temperature was 21 degrees and hot 55 degrees. On check in reception should have asked you if you wanted to leave a pre authorisation of a credit card this would have enabled you to charge items taken in the hotel back to your room account. I am sorry this didn't happen. The team should have pointed you in the direction of reception but I'm guessing from your review they were too busy to do this.. Kevster269, please don't let this put you off staying with again in the future if you are coming back to the area then please do email me on [email protected] Clare

"Big hotel with a personal touch"

4
28/05/2018

Stayed at the Best Western for one night to see a band at the Sugarmill in town. It's got all you need but the best bit was the staff. Got a smile from everyone from the cleaners to the bar/restaurant staff. Everyone is genuinely friendly. Honestly, the place is getting a bit tired but it's clear that the staff take pride in their work. The aircon worked well but rattled a bit, buttons and switches all work but are a bit worn. Don't let that put you off though, everything is spotless, our bed was comfortable and the room spacious. The leisure facilities are good too. A decent sized pool, well fitted out gym and spa as well as some beauty concessions on site. Again these areas are very well maintained although the pool could have had a bit less chlorine for me. The hotel was packed over the weekend, with a wedding party and a competition on in the gym but those staff kept right on top of it. On Sunday morning the tables were cleared and re-laid as soon as they were vacated, the food buffets were kept fully stocked with a great breakfast selection and the lady greeting and guiding guests was lovely. We would definitely stay again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Greenotino thanks a million for the great review its just great to receive such positive feedback from you particularly in light of some of the reviews we have received recently - its great to know we can get it right! please do come back and visit soon Clare

"Dire bar service and terrible breakfast"

2
27/05/2018

Where to start with how bad the bar service is at this hotel! 35 minute wait to order a drink and two beers had run out. Bar area piled high with dirty glasses. No table clearance and only one Batman covering 2 bars. Breakfast service was the same. Tables not cleared, had to wait for tables and the food quality was shockingly poor. Thanks so much for my raw sausage, undercooked bacon and stone cold beans, mushrooms and hash browns. It was a delight. Wouldn't stay again if you paid me to!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh ChuckleButty This isn't good I'm surprised that Robin wasn't around to help Batman! There are no excuses for poor food or customer service. It would be really helpful to know when you stayed and what time you were in the bar and breakfast room. Hopefully you will give us another chance to show you that we can get it right Clare

"NO SLEEP"

1
27/05/2018

We booked the hotel for our wedding which was brilliant staff, food and room were 5 star . pity the hotel is so bad . i have spent my working life in hotel rooms and bars . the night before wedding guests and myself were kept awake till 6.30 am by a party in one of the rooms , hotel did not deal with this till morning asking them to leave . bit late by then . on night of wedding no party but hotel is not very well sound proofed very noisy . no staff on bars had to get manager twice . 20 min to book in no staff . would not stop again but would recommend for wedding .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Stuart Congratulations Mr & Mrs Johnson I'm so pleased you had a brilliant wedding and found the team, food and room 5 STAR. I understand that you received a complimentary nights stay due to the noise issues - whilst not ideal this was to go some way to say sorry for something that was out of our control. re bar staff coming from a hospitality background I'm sure you will understand that sometimes external factors affect these areas. Stuart I do feel 1 out of 5 to be a little harsh - but never mind we'll take it on the chin and move forward. Wishing you and Sandra very happy and health life together Clare

"Nice stay nice staff"

4
15/05/2018

Stayed at this hotel numerous times now through work, the hotel is a nice hotel with nice staff, the room are clean and the beds are comfortable, the bar area is nice and relaxing although a little pricey, it is situated next to a shopping complex which is good, plenty shops to have a look at. The breakfast is really good quality with plenty of choices. Overall a good hotel.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Paulslater2 Thanks a million for the great review so pleased you had a great stay with us. Hopefully we'll see you soon Clare

"Attending Wedding"

5
08/05/2018

Stayed at Best Western moat house as we were guest at wedding nearby. the hotel is great the rooms very clean and comfortable and our meals excellent only problem was at restaurant when we waited nearly 40 mins on drinks coming at start of meal but otherwise very good Hotel

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi higglypiggly thanks a million for the 5 star review its just great receiving such positive feedback Hopefully we will see you again soon Clare

"ANOTHER DELIGHTFUL STAY AT BEST WESTERN"

5
05/05/2018

This is my favourite hotel when staying in Stoke on Trent. Ideally situated, great service and cheerful staff.. Nothing is too much trouble - when I asked for an extra blanket in unusually cold weather they also brought an electric heater. The breakfast is excellent and the scrambled egg is the best - none of the usual dry ad lumpy offerings that are so often found in establishments catering for large numbers.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Makutihighlands Thanks a million for the 5 star review its brilliant receiving such positive feedback. Please do come back and see us again soon Clare

"Good hotel"

5
03/05/2018

We stayed there with some friends The rooms were very clean,comfortable beds Staff very helpful and polite Restaurant was really nice and breakfast was great loads of choices. The pool was quite small but still good enough for the kids

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi ryantimoney Thanks a million for the 5 star review its brilliant receiving such great feedback. Please do come back and visit again soon Clare

"100% made by the excellent service"

4
30/04/2018

I stayed at the Moat House for a week for work. The hotel itself was broadly what I was expecting in terms of facilities: a perfectly decent hotel for a business trip with what I would have anticipated in terms of room service/ food/ sport etc. On that note I saw the criticisms that others have made about having to go through a public area to get to the swimming pool: the area in question is the pool/ gym reception itself, not the hotel reception, so I didn't think that was a problem. I know that other reviewers have also said the hotel is due a refurb. I wouldn't be surprised if it were towards to top of the list on that front, but I thought it was fine. The only facilities criticism that I would make was that the WiFi wasn't entirely reliable. There were 2 networks, and by switching between them and being a bit patient I was able to manage, but I did a lot of work in my room whilst staying so really did notice when the connection dropped. Overall though, that is a relatively minor point in a hotel that was basically I expected save for one thing: the staff. Most of the people I encountered were in the bar/ restaurant and both they (and everyone else I dealt with) were exceptionally friendly, efficient and overall provided excellent service, right down to giving me fresh milk when I asked for it for tea. If you are staying in a hotel by yourself (as I was) then the service makes all the difference and this couldn't have been better. I'll definitely stay at the Moat House next time I'm in Stoke. On a practical note, the hotel is only about 15 mins walk from the centre, albeit uphill, which was fine for me. There are also various (largely chain) other eating options nearby, together with a couple of Costas and a cinema, so there are evening options without needing to get in the car.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi JJ73456 Thanks a million for the great review I'm so pleased you had an excellent stay with us and that you would definitely come back. The team here are excellent Hopefully we will see you again soon Clare

"Our wedding "

5
29/04/2018

Me and my husband got married here last year may the 27th from the moment I woke up there jess came to my room to see if I was ok and took me down for the ceremony from start to finish it was amazing and wonderful the wedding breakfast was delicious and so was the evening buffet can't fault it one bit

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi jcbrough Thanks a million for your 5 star review I am so pleased that you had an amazing wonderful wedding. Have a great 1 year anniversary Clare

"Rather expensive for average stay."

3
29/04/2018

Positives: Very comfortable beds - had a good night's sleep. Negatives: Decor rather tired, staff professionall but not over-helpful. A long walk from city centre. Room rates quite high in comparison to other hotels.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Christinerigg Many thanks for your review I'm so pleased you had a good nights sleep - after all that is the business we are in. Re the team you will see from other reviews they are normally our biggest asset I'm sorry they didn't appear to be for your stay It would be great if you could give us another try Clare

"Excellent friendly hotel"

5
29/04/2018

We stayed here for a night after attending a local event. The staff really are a credit to the hotel, everyone was really helpful and made us feel welcome. The beds are really comfy, the room was just the right size and perfect for our needs. The breakfast was excellent and well worth having. I will have to find an excuse to visit again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Martin A Thanks a million for the 5 star review its just great receiving such positive feedback and particularly regarding the team - they really are our greatest asset here. Have you found that excuse yet for a revisit! Clare

"Nice hotel"

4
18/04/2018

Stayed 1 night bedroom.comfotable and clean receptionist friendly disapointing good in restaurant breakfastvwas good for a buffet breakfast staff friendly and helpful did not use the amenities but looked clean and good condition would stay again if in the area

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Skipper6060 Many thanks for the great review so pleased you had a good stay with us and that you would definitely stay again Hopefully see you soon Clare

"Nice"

4
17/04/2018

Nice hotel. Room confortable, not superb looking with bunk beds but compare to other hotels in the vicinity this hotel is wonderfull. Grounds of hotel is nice and green. Shower nice and powerful. Restaurant menu is superb. Breakfast is nice. Very happy overall

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Sinem A Thanks a million for the great review so pleased you were very happy. Hopefully we'll see you again soon Clarev

"Enjoyed our visit "

4
17/04/2018

Stayed in this hotel for 2 nights as part of package for Alton towers. The hotel is nice enough though bathroom had hand held shower as shower on wall clearly didn't work ... not great ! Bathroom in general could have been better but room ok though can hear rooms adjacent . The breakfast was nice enough but rather busy and chaotic- is Easter holidays so can expect this . The pool area isn't very nice at all and as usual kids not allowed in pool at certain times - very annoying when they are that adults then expect to swim lengths and get annoyed when kids trying to swim too or heaven forbid have fun ...the pool and changing rooms were bit grubby and you need to walk through reception in swimming suit to get to pool - not ideal . It's about 30mins to Alton towers from the hotel ( traffic permitting ) - overall we enjoyed our break despite few issues .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi feeby_8 Thanks for the great review. Points taken re pool and leisure centre Hopefully we'll see you again soon Clare

"In need of updating"

2
15/04/2018

Reception girls were very friendly and welcoming (and giving, thank you again for coming to my rescue). Food in the restaurant was gorgeous and we all really enjoyed our meals, thank you. A bit disappointed that we had to ask for our prosecco to be opened, after it was brought over and left in the ice bucket, but hey ho! However, I'm pretty sure it was due to the fact that the waitresses had long painted fake nails on- which look horrific, especially on staff handling food! Very unhygienic- yuck. The swimming pool is old and shabby; it has sharp and missing tiles around the pool! The hotel is nice but needs updating. No sanitary dispensing machines in any of the toilets!!!! Absolutely shocking!! Room was quite basic, toilet didn't flush properly but beds were comfy and we had a reasonably good nights sleep.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Beckyhopwell Many thanks for your review bit of a mixed review I am pleased you found reception and the restaurant and food excellent. ill follow up on those nails! We do have sanitary products as well as tooth brushes etc available at reception - this is detailed on the Guest Directory Thanks again for the review Clare

"Pleasant Stay but expected more"

3
11/04/2018

Stayed for one night on business and was lucky enough to be able to book a suite which I was looking forward to staying in. The hotel was clean and tidy and reception staff were great. Room was huge but expected more if I'm honest. Everything was a bit tired (furniture, bathroom etc) and wifi was patchy. Room service was quite quick but didn't live up to my expectations unfortunately. Was OK but not as tasty as I would have hoped! For such a large room, a great addition would be sockets near or beside the bed! Overall a pleasant stay but would have hoped for more.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi philBGlasgow Many thanks for the review I'm pleased you had a pleasant stay, disappointed it wasn't better. I've taken your points on board and we will look to improve so next time you will have a 5 out of 5 stay Thanks again Clare

"Wedding guest "

5
11/04/2018

I stayed here from 6/9 April. I was staying as part of a wedding crowd. My room was very clean and spacious. Lots of extras in room and bathroom. Chambermaids were excellent. Bar staff were very friendly as was any member of staff that I spoke to. Breakfast was average with a good selection to choose from. Bar food was ok, but very expensive. Overall a nice hotel and would stay again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its great receiving such positive feedback and that you would stay again! See you again soon Clare

"Pleasant Stay"

4
10/04/2018

Stayed here over the Easter weekend with my friend, check in was quick and was told everything I needed to know. Car park is at the back to the hotel if you drive in through reception it's fine to find. It was a free car park which is always a bonus at hotels. Room was very large and had more than enough space for us staying, bathroom was good also. Didn't visit the restaurant in the hotel or the gym etc but it all looked very good. Also close to shops across the road. Overall very good stay and would stay again if I'm in the area.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Connor M Many thanks for the great review so pleased you had a pleasant stay with us and that you would come back and stay again... See you soon Clare

"Very tired hotel"

2
09/04/2018

My family and I stayed in one of the family “suites” last night. The Mitchell suite. The hotel has a good location and the staff are really friendly. I chatted with the receptionist, Bar man and the chap responsible for the gym. All helpful and friendly. However the facilities themselves are really tired and the place needs a lot of investment to bring it into this century. Our room was big, Almost two rooms with a king size bed and separate area with bunk beds for the kids. Sofas were dirty, carpet had stains and the bathroom had a corner bath meaning you couldn't stand under the shower head. The air con was poor meaning the room was too hot all night. Our toilet seat didn't quite fit the toilet. The decor needs modernising massively. I do however appreciate “you get what you pay for”.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the review I'm so pleased you found the team really friendly, the location and cleanliness good. Re the facilities I've taken your points on board and will action. Hopefully we'll see you again Clare

"Expected more. "

2
07/04/2018

The hotel looks great from the outside, nice building in a quiet area which is a bonus and a lot of shops, restaurants close by. The food in the restaurant is good, big portions and the hummus with selection of breads is delicious. Kids eat free of charge with full paying adult. Bad points which made me give only two stars are: cleanliness of our room and, pool cleanliness and state of it. Out bathroom was really dated and dirty. Dust was in almost every corner of the room. I have attached few pictures for you to see so no need of more comments. We did ask the receptionist about cleaning our room again and that was done next morning (we were promised they will do a deep clean for us) but not much was done, those pictures were taken on our second day here. It's really loud in the rooms, i could hear someone using shower or toilet above our room which was really annoying as my daughter was afraid of those noises. The pool was dirty all around. Water was cold so they were trying fill it up with hot water using garden hose that was just laying on the floor/step and someone could trip over it. Kids were plying with it and no one was around. The pool had a lot of missing pieces of tiles. It's smaller then in the picture on their website. The hotel really need a good update and someone checking on the cleanliness of the rooms.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Pawel S Many thanks for your review I am sorry we did not meet your expectations. There are no excuses for poor standards of cleanliness. Could you let me know when you stayed please so I can follow this up with the relevant team members. [email protected] Many thanks Clare

"The customer service makes it"

5
05/04/2018

This review is about the actions of a lovely lady named Lana. She made our sons birthday - I'd like to start by saying sorry it's late!! Not only did she help us find a suitable room personally, give the children a chocolate bar - something so simple yet effective and just being generally the most positive hospitality worker i have EVER come across and I travel heck loads!! Her smile every time we passed the desk was truly memorable and I want her to come and work in our B&B in Kent!! A real true thank you - the room was comfortable if not a little dated, but spectacularly clean and the breakfast was okay too. I'd like to see an omlette option or a pancake option. But that is nit picking. Please give Lana a promotion!

"Outdated Hotel"

3
05/04/2018

Booked this hotel through Alton Towers website. Hotel is around 20 mins from AT which was good for us as a family. Situated on a retail park which was also good for restaurants and supermarket trips. The hotel itself was not of a high standard. The staff were very friendly and accommodating but the building itself is in need of an update. We booked two rooms because we have a large family, when booking we were told the rooms were going to be close together - they weren't. The bathroom was dated and dirty. The shower curtain was musty and sink basin was full of stains. Dust covered the TV and other areas of the room. The carpet was full of stains. We had requested a double family room but got two single beds. The air conditioning was extremely noisy. There were no plug sockets near the beds! Breakfast was nice but used plates were left on the tables too long, our table - because there were 6 of us - was full of places and cups. The pool area was ok but dated. The pool water was cloudy and walking though a reception area, wet was not good! The toilet, that I took my 2-year-old son to, was a mess and dirty. The internet speed in the room was very slow and would drop out most times. For these reasons I would not recommend staying here and I base my review on staying at similar hotels within the price range I payed to stay there.

"Good facilities but room swapped for smaller one"

3
04/04/2018

When we arrived we were placed in a room which was different from the one we had booked, it was a double room and was very cramped for 4 of us, the extra bed was extremely uncomfortable. I went to reception and showed my confirmation of a family room being booked via the best western website and was told that this was not available. Escalating to the duty manager resulted in being told that all the family rooms were booked. We were given a couple of free drink vouchers and 25% off in the restaurant however as a result of the small room we all did not sleep well at all. As my son is autistic it is difficult enough to use hotels and he arrived expecting a bed so it was quite a problem for him. On the other hand the swimming pool and other facilities were fine, the food in the restaurant was also good and all the staff we met were welcoming and helpful. Breakfast was also good and well run given the hotel was busy. If I had rated the hotel solely on the room it would have been 'poor'. Overall I do not think I would use the hotel again, although the advertised price was very good value the fact that we did not get the room we booked was unacceptable and had we known we would have booked a family room elsewhere. I would not rely on the hotel to meet any bookings made for specific room types.

"Over night stop over"

5
03/04/2018

Great service from all members of staff. Excellent hotel for the money. Food excellent value for money from a hotel. Stayed over night to break up long journey but would like to stay for longer and use the spa and leisure too. Easy to get to from M6.

"Excellent"

5
02/04/2018

It is a great place to stay and would recommend to others. It has good facilities, good rooms, good service, good food, good parking and is in a good location. Lots to do and see in the area. We will be back.

"Dirty, outdated, bad food, and no hot water!!! But they do have vending machine with chocolate."

1
27/03/2018

As I am writing this review, I am currently staying in this hotel for a four night stay. This is the second day and I couldn't wait to warn people of the standard of this hotel. The rooms are outdated and dirty throughout. The bathroom has mold in almost every corner, the tiles are filthy, and three of four towels they provided have yellow/brown stains on them. I visited their "health club" and I was utterly disappointed. I generally have low expectations when it comes to hotel health clubs, however, I have never seen a facility with standards this low. Similar to the bathroom, the changing rooms were dirty, over crowded, and smelt of urine. The gym itself sported the sort of machines that you would expect to see back in the 1990s. Finally the food. Over cooked, cold, deep fried, over priced rubbish (I am not joking). I paid almost £26 for a burger which had rubbery texture and was clearly overcooked and not as described in the menu; a pint of coke which was flat; and a cheese board of what I can only describe as 'pathetic'. This review may seem harsh, but I stay in hotels with work every other week, and this is by far one of the worst. If however they reduce their prices and remove a couple of stars, I would be more than happy with it!! Photos to follow.

Traveller3737, Public Relations Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Jonathanhitch Oh my it would seem that we are not doing well at all? Can I ask have you made anyone aware of these issues other than via TripAdvisor? Not really understanding the comments re the gym equipment this is all state of the art you can log on to Iplayer, Netflix you name it, it has it. All the equipment was brand new in Jan! Will look into the other points made as poor customer service is not acceptable. Johnathan as you are still staying with us it would be great to touchbase with you. Please call reception and ask to speak to the Duty Manager. Hopefully catch up with you Clare Delete Response

"BEST hotel in Stoke for BUSINESS travel"

4
24/03/2018

I've tried a few hotels around Stoke, but this one is EASILY the BEST for business travel. American style, massive scale, nice looking reception, HUGE ROOMS. CLEAN, NEW building with friendly staff, in a good location. Nice breakfast with decent choice PLUS there is a full SPA built in. Points dropped for the payment system not working on the vending machines and the parking charges.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi AndrzejBania Thanks a million for the great review its great receiving such positive feedback. Re the parking this is free for all our guests you just need to enter your registration number into one of the terminals in the hotel. Hopefully we'll see you again soon Clare

"Another lovely stay in a lovely hotel with lovely friendly staff"

5
22/03/2018

We have stayed here a good few times now and look forward to the stay. We got the same lovely welcome as we always do. Got a room on the 'quiet floor' which is great if you want some peace and quiet. The breakfast here is lovely. Lots to choose from from cold starters to full English. Only thing that let it down this time, I had seen a white chocolate and passion fruit crème brulee on menu. I really wanted to try it. So one night I ordered it. When it came, it was obvious straight from the fridge. The crème was lovely but what happened to the smoking hot crispy caramelised top it should have had. The whole thing of a crème brulee is the crack with the spoon. A hotel like this should know how to do this. Look forward to hopefully being back next year

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi loobylou299 Thanks a million for the 5 star review I'm so pleased you had another lovely stay with us. Ill sort the brulee! See you next year Clare

"Excellent Service"

5
21/03/2018

Check in at Reception was very efficient and Jayne on reception very friendly and helpful. The room allocated was excellent very quiet as requested, the room spotlessly clean and the beds were very comfy. Although the Hotel was very full at Breakfast the next morning we were shown straight to our table and everything at Breakfast was excellent with a great and varied choice .The tables were emptied of the plates and bowls used very quickly so that you had time to sit and have a tea after the meal without being surrounded by dishes. Every one we spoke to were very helpful and pleasant which made us feel very comfortable. Again on checkout very efficient. Would certainly return and have already recommended to friends.Ann Bentley

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Ann B Many thanks for the fantastic review. its just brilliant to receive such positive feedback and that all important recommendation. hopefully see you again soon Clare

"Great location but ..."

3
20/03/2018

The room was lovely and the décor of the hotel was generally very nice. However, the pool layout, with the changing rooms across an open reception area, was a real disappointment. We ate in the restaurant and the food was OK but nothing memorable.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi montalnano2015 many thanks for the review glad you found the hotel very nice. Re leisure there is not really much I can do about the layout there is a short walk from the changing rooms to the pool - worth it when you get in that pool though! Hopefully we'll see you again soon Clare

"Welsh Ladies Choir"

5
20/03/2018

What a reception we had this hotel went out of its way to help us 48 ladies, The hotel rooms great views, very clean,breakfast great, They were so accommodating would highly recommend a visit here. all floors accessible as we do have a few elderly ladies. One down side we got caught by the snow.

"Very disappointing and awful parking"

2
17/03/2018

14 of us visited for afternoon tea in January. It was raining and dark when we arrived and we entered through the back of the hotel. Several of us paid for initial parking but then found out we needn't have but we got parking tickets. I can't comment for the others but I appealed the ticket although I didn't have the receipt as it was a block booking. I appealed the ticket and it was rejected. Further appealed and that too rejected. The afternoon tea was pretty awful and totally inadequate and very poor value for money. I won't be returning

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh JanC02 Why haven't you been in touch with us before now, parking for our guests is free all you have to do is input your registration number into one of the terminals on the bar or at reception I am sorry that wasn't made clear. if you let me have your parking charge details I can try and get it cancelled? Re the afternoon tea did anyone say on the day they weren't happy with it just if you do it does give us an opportunity to put it right....... I'm afraid I cant do much about the weather - if I could Id get read of this snow! If I can help at all with the parking charge please let me know [email protected] thanks Clare

"Great stay"

4
15/03/2018

Had a great stay here with the family. We stayed in a family room which exited the kids as they had bunk beds. Services was good and the staff were very helpful. The kids enjoyed the pool however be aware that it is 1.2m deep but this didn't cause a problem. Next time I would get one of the bigger family rooms especially if we were staying longer.

"Birthday weekend "

4
11/03/2018

We arrived Friday lunch greeted by s lovely lady on reception very helpful & friendly. We parked our car up & looked around the near by retail park. The room was very spacious & a super king bed was very comfortable a very clean room beautiful crisp white bedding & towels Breakfast was self service and very plentiful The use of the pool sauna gym steam room & jacuzzi a bonus after retail therapy My only negative was my sister joined us the day after we arranged a room at the side of ours with a very obliging young man on reception. When we went for the key someone had de allocated the room & given in someone else !! They re jiggled again & allocated her a room near 231 which was ok but the bathroom was not particularly clean especially as it was a disabled room I would off expected it to be 100% clean Yes I would recommend the hotel

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Baines66 Many thanks for the great review its great to read that in the main you had a good time with us. sorry about the mix up with your sisters room I will look into this. Please do come back and visit us again soon Clare

"Functional and good location"

3
07/03/2018

I stayed at the Best Western Plus for one night arriving late in the evening. Car parking is free for hotel guests providing you record your car details on a device at reception and overall the hotel delivered what you would expect - the room was spacious and clean, breakfast was good. My one complaint would be that at check-in, check-out and at the bar, I had to wait a long time (probably 7 - 10 minutes) each time for service, although there were staff in the back office of the reception and at the bar after ten minutes waiting three staff all turned up at the same time. There was an attempted nice touch of offering a chocolate bar at check-in but this was spoilt as the bar turned out to be old and heat-spoiled. I would return because the basics are all good but it is a shame that the service fell short.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Mascot1 Many thanks for your review sorry you found us only 'functional' I've taken your comments on board and will discuss with the team there really shouldn't be a wait on reception at all and certainly no excuse for a substandard chocolate bar. Please do come back and see us again soon thanks Clare

"Family weekend away"

4
04/03/2018

Very big hotel. Staff friendly and helpful. Breakfast room a little chaotic. There was a wedding on at the same time as our stay but our service was never compromised. Swimming pool clean and child friendly.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Karen F Many thanks for the great review, so pleased you all had a good time. Do come back and see us again soon Clare

"Huge hotel "

4
19/02/2018

Clean, basic and friendly. We used as a base to explore the area and had no issues with the room, staff, bar or restaurant. Yes you could go through and find lots of little things that could be slightly better. However if that's what you want pay the extra and get a 5 star place.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Dave W Many thanks for the great review. Please do come back and visit soon. Clare

"Bar man Matt went over and above"

4
18/02/2018

Whilst attending a business meeting on Thursday 20 or so of us turned up wanting lunch prior to our meeting. The kitchen struggled to get some of the food out to us prior to its start. Matt was courteous and helpful. Providing clingfilm to cover the food till later and a mug for a member to take their soup to the meeting. He remained calm polite and smiling. Thanks Matt for making what was an awful meeting more bearable. Matt gets 5 stars. The food gets 4 it was very expensive for what it was.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for the great review. I've passed on your comments to Matt who is thrilled. Matt also was the recipient of the our Team member of the year award. Hopefully we'll see you again soon Clare

"Moat house festival park"

3
17/02/2018

Definitely value for money. Breakfast great. Room was averagely clean. Staff friendly and helpful. All communal area especially the pool area need an upgrade. A lot of chipped tiles around pool and jacuzzi. Steam room was stained black in places showers and changing room were filthy matted hair in the showers.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Traceytooth Many thanks for your review. It's great to read that you found us value for money. No excuses for poor cleanliness so consider that sorted! Glad you found the team friendly and helpful. Hopefully see you again soon Clare

"Family Mini Break"

5
15/02/2018

Stopped here for a family mini break. Lovely hotel, spacious rooms, food is lovely. Staff were extremely friendly and helpful, especially when it came to room service and food requirements, nothing was too much trouble. Have stayed here a few times, always very good, my two boys want to come back in May which says it all - thank you very much.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Steve Thanks a million for the 5 star review it's great to read you all had a fab time. We'll see you in May Clare

"Great location and large hotel."

4
12/02/2018

We stayed here for 4 nights after paying for it with our Tesco Clubcard vouchers and we are glad we picked here. Large hotel with all the usual amenities including bar, restaurant and health suite etc. Close to retail park, Waterworld and Odeon Cinema. All within walking distance. We blagged a complimentary upgrade which gained us a larger room with some extras including bottled water, dressing gown, king size bed etc. Couple of minor issues, the spa was a bit of a letdown due to lack of poolside chairs, loungers, table etc. The steam room and sauna were a little smaller than we expected and used to at Best Western hotels. Other than these issues, the hotel was really nice and we enjoyed our stay here.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Petet570 Many thanks for the great review so pleased you choose us. Ill look into getting some more seating on poolside. Hopefully we'll see you again soon Clare

"Oh dear.. Best (Worst) Western."

2
12/02/2018

So, Front desk- lovely. Really friendly, try their best despite awful systems that don't help them do their jobs. That's the good bit. Salesman at front desk: Never ever ever seen this before. Man stands by lovely lady at front desk. As you approach to try and check in, he tries to engage you in awkward conversation about where you are from, who you work for, how long you are staying for, how big your mum's inner thigh is (joking but not far off). You feel awkward because you are a woman on your own. He pretends to hardly care, then re engages you 5 minutes after you have ignored him to tell you that should you want to stay again you can call him *gives you card* and he will sort your whole booking out to stop you from going to booking.com (why use them if you don't want us to book through them?!) THE VOUCHERS: If you want breakfast, you get a handwritten voucher (size of credit card). If you want dinner for less money that you pay or some sort of offer they sell you, you get a voucher. I was staying 4 nights, so i started with 8 vouchers, plus extra creepy salesman voucher. Yep, 9 more unnecessary bits of paper in my purse. Lovely. Then, you get a key. It goes in the door, but only upside down. Then you get a piece of card that goes round your key- this has to be used in the restaurant to put your meal against your room. So yes, i am now carrying around 11 PIECES OF CARD (okay 10, one is my room key). The Restaurant: i was asked if i wanted to book a time, good job i did: I counted 20 free tables able to sit approx 60-80 guests whilst i was eating. A group of 6 businessmen arrive. They tell the desk they have a booking. SHOCK HORROR it is not written on deskperson's handwritten list. “No sorry we are very busy”. Businessmen look aghast, then like they are going to burst out laughing. Then hungry and in desperation of food. They ask “well whose fault is that? We booked a time” etc. Jobsworth refuses to accommodate them and they are sent like naughty schoolchildren to eat in the bar. Then, jobsworth and colleagues explain loudly that they have a large group booking so cannot take these unplanned cretins/ polite pre-booked group of business men. In fact, group booking is no more than 10...and THE RESTAURANT TEAM HAVE LOST THEIR PRE-ORDER FORMS. so they then scurry round pre-order group and try to work out what the heck they are supposed to be doing. Not sure if Best Western knows that modern computer has been invented, or that there is a thing called Windows 10. Or any other electronic system that might help them organise their business. And perhaps a little staff training in sales -and in not being wicked to a group of potentially paying customers- would go a long way....

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Tinysuitcase14 Oh dear I'm not really 'feeling the love' and it seems neither are you....... I am sorry for that. Steve our Sales Manager he bases himself at check in to find out a bit more about our guests, he will also make sure they have the best deal - you know sometimes its better to book direct?! In your case you are with us for 5 nights, maybe more, working locally, his concern was would it be better to organize a rate with you for future stays. Fair point re the vouchers annoying so my reception manager is looking at how we can eliminate the need for vouchers. Re the restaurant your comments are cringe worthy as will be relayed to the team Tinysuitcase14, I am available if you'd like to discuss further. I do hope the rest of your stay is enjoyable Happy valentines Clare Delete Response

"Enjoyable stay"

4
12/02/2018

Arrived to a very warm welcome at the reception, dealt with quickly and efficiently. Room 325 clean and comfortable although the carpet is threadbare in places. Some guest noise ( 325 right by the lifts) but we had two good nights sleep. Will happily stay here again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi tohaboo Many thanks for the great review its just great that you had an enjoyable stay with us and that you will happily stay again. So hopefully we will see you again soon Clare

"Good hotel"

4
12/02/2018

We stayed here as part of summer holiday with 2 young girls. Interconnecting rooms were very spacious and clean. Good location and convenient parking. Food was a bit disappointing in the bar, but there are plenty of locations around to go to. Would stay again

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Emma2714 Many thanks for the great review so pleased you all had a good time with us. We have a new menu in the bar so you can sample on your next stay. See you soon Clare

"Fine but impersonal"

4
05/02/2018

Stayed here for 2 weeks for work during the 'winter sale'. Rooms were large, clean, quiet and well equipped but for some reason there was only one plug near the bed (so charging phones and using them as alarms is a problem if you also want to use the bedside light) and in one room I had the plug was one of those that needed round pins (so pretty useless). The resturant was nice and the gym was fine with a nice pool although it had a small fitness suite. The problem I had was that although I was there for 2 weeks the staff didnt remember me from one day to the next and also for some reason on a couple of days they thought I needed to pay for breakfast although I had a booking for it being inclusive. When I showed them the email it was not accepted as proof and they needed to check thier system and one day gave me a ticket to allow me to have breakfast - which was annoying. Also, one day all the little milk jugs dissappeared from the breakfast tables. Probably a cost saving and milk saving act but it meant that the empty jugs were all hidden away and made having a couple of cups of coffee a little annoying. There was one member of staff on reception who was really nice and found me good rooms (good being quiet in my books). So many thanks to her.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for the review its great receiving feedback shame though you only found us to be fine..... Our TVs have an illuminated clock and alarm. I know its not an ideal situation not being able to have your phone by your bed our bedrooms were designed 26yrs ago! we are trying to put usb sockets in to help. The gym now have state of the art equipment all the CV equipment has internet access so you can watch Netflix I player we have over 25 pieces of equipment. Not sure where the milk jugs disappeared to - they are back though! Thanks again for your review hopefully you will comeback and visit again soon Clare

"Great place to stay"

4
04/02/2018

I stayed here whilst on business in the area. Clean and comfortable though limited choice for dining in the evening. Britney who works in the restaurant is exceptional and always has a warm welcoming smile to greet you, she sorted a problem I had with a meal in a very professional manner and deserves recognition for her customer service skills.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi MUFCBryant2016 Thanks a million for the great review especially the feedback re Brittany - she is an excellent Team Member and at our annual awards received runner up team member of the year! I will make sure she sees your comments. Do come back and visit again soon Clare

"Harriet and Steve's wedding"

5
01/02/2018

I would like to start by saying what fantastic staff you have at this venue, nothing was any trouble for them. My daughter got married at the venue on Saturday 27/01/2018, Steven and Harriet. I cannot express enough our gratitude from both families for Jess Gallimore (the Wedding and Special Events Coordinator), she went far and beyond to help and was a god send not only in the lead up but on the day of the wedding too. By the time it's all done Jess is a friend. Also the wedding itself, the breakfast meal, in between and the night function just flowed, very relaxed and enjoyable, a big thanks you to the host and master of ceremonies, unfortunately I can't remember his name , he was very organised. The rooms were lovely, the food was outstanding the evening before, the breakfast, well, all tastes are covered. As father of the bride, I never once needed to ask for anything. Everything happened without any of the guests seeing; it's a slick operation of room changing from wedding, to meal to evening. Guys I will recommend you to all who ask about a venue Brilliant and Thank you so much for making my daughter and son in laws wedding a fabulous day Nigel

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Nigel Thanks a million for the 5 star review I'm so pleased that Steve and Harriet had a fabulous wedding day. Jess is great and is thrilled with your comments - thank you. I have also passed on your comment to the team on the day. Nigel thanks again and hopefully see you soon Clare

"Met it's purpose"

3
31/01/2018

Got a good deal but wouldn't have wanted to pay full price. Room OK. Radiator woke us up at 5.30 am rattling. Sink plug not working, toilet seat wonky. All clean though. Breakfast good. Service good. Wife enjoyed spa treatments run by separate company although prices wrong on BW website. Kids enjoyed small pool.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Gregory B oh dear many thanks for the review I am sorry we only 'met our purpose' that really wasn't our intention. Can you let me know which room you stayed in so I can get those maintenance issues sorted out. On a positive note I am pleased you found us clean, breakfast good and the Spa Treatments. Hopefully we'll see you again Clare

"What a rip off"

1
31/01/2018

I tried to book a meeting room for 4 days and also 3 nights in the hotel, I was astonished to receive a really high quote , I thought a genuine mistake was made so I queried it, they quoted me £85 a day for projector which equalled £340 for the 4 days, I could buy one for less, the meeting room was over priced when compared to other facilities in the area, I didn't book it and would never stay there based on this.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi OnlyOnce12 Many thanks for your review. I am sorry you made the decision not to hold your event with us. If you could let me have a bit more information I can investigate what happened with your enquiry with the team. A data projector is £75 a day and this is a competitive price. Often based on the booking we will discount that. Was it a room hire booking or Day delegate booking with Day delegate we offer a data projector free of charge. I can see why you would be put off enquiring with us again, although would ask if you could give us another chance?? We are a great hotel with some fab meeting rooms. Thanks again Clare

"Great location fab hotel"

5
31/01/2018

We visited our daughter at Staffordshire uni. And stayed at this hotel. Great location, very friendly staff, clean and comfortable rooms, reception staff were very welcoming, especially Jane. Restaurant was lovely, and breakfast was delicious! Over all wonderful stay, well defiantly return again!

"Family fun"

5
29/01/2018

Cracking weekend with family Plenty to do around the hotel and a great little pool in the hotel and waterwold opposite. Toby carvery on the canal which we went to on the Saturday Nandos sundy before our journey home . Hope to be back soon

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its great to receive such positive feedback, so pleased you all had a great stay with us. See you again soon Clare

"Business trip"

4
25/01/2018

Hotel is in keeping with all "chain" hotels. Good, clean, fairly efficient and you know exactly what the breakfast will be like. It seems to operate on a minimum of staff, which meant the check out was very slow. Not good if you had a train to catch or a meeting to get to.

"Convenient location"

4
22/01/2018

Hotel was very nice and clean, staff were friendly and helpful. Breakfast was included for our stay and there was plenty of choice. Didn't use the facilities but did look around them, they looked good and will have to pack my swimming trunks next time. Bedrooms were very nice, clean and comfortable. Bathroom was good and the shower was great. The hotel is located in the middle of the five towns and has easy and quick access to the peak District and alton towers . The hotel does have weddings, we stayed two nights and there was one each day. The only problem we had was on one night when wedding guests started banging doors and speaking loudly after midnight continuing spasmodically until 2am. Definitely stay again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thank for the great review so pleased you had a good stay with us and that you would definitely stay again. Hopefully see you again soon Clare

"nice hotel"

4
20/01/2018

I was very happy with my stay at the hotel,check in was easy and the receptionist was very efficient. The hotel itself was very clean and has a bar and restaurant.The room was very comfortable and had tea and coffee making facilities. The bathroom was somewhat tired looking, however the whole stay was good value for money and i would stay there again

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Cherryblossom2014 Many thanks for the great review so pleased you had a nice stay with us and that you would stay with us again. Hopefully see you again soon Clare

"Classic hotel"

4
19/01/2018

A robust, well equiped hotel with pool, jacuzzi and fitness centre. Food at the restaurant are good, the service though a bit uneven. Nothing wrong with my room but it felt a bit dated. The bed was huge!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Victor N Thanks a million for the great review, really pleased you had a good stay with us. hopefully we'll see you again soon Clare

"Nice stay"

4
11/01/2018

Rooms are spacious, with a double bed and a single one, breakfast is decent, staff friendly and helpful - nice place to stay. Transport is also well organised with a touch screen so I can only recommend it.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Sasa F Thanks a million for the great review and the all important recommendation so pleased you had nice stay with us. Hopefully we'll see you again soon Clare

"Nice stopover "

4
05/01/2018

Spent the night here on the way to the Lake District. Hotel staff are lovely. Hotel slightly dated but clean and comfortable. Had a great nights sleep and would recommend. Ate in the bar in the evening which was quite reasonable and went for breakfast at the nearby Toby Carvery as hotel charges £15.95 for breakfast!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Suzychad Thanks a million for the great review so pleased you had a good stay with us. What a shame you didn't have breakfast with us its fab and reception usually offer a reduced cost when you check in I'm sorry you weren't aware of this. Please do come back and visit us again Clare

"New Years Eve Glitter Ball"

5
03/01/2018

The venue, the table layout, food, music & company couldn't be bettered! it was an absolutely brilliant evening & we are definitely planning on booking up for next year. We only had one negative which was we'd wished there was somewhere else to sit away from the music as the lounge area was taken up with children from the Family Party in another room but that won't stop us returning.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Alison U Thanks a million for the 5 star review we are so pleased you had a great new year with us. We look forward to seeing you in December if not before Clare

"Lovely stay"

4
01/01/2018

Hotel was easy to find - Everywhere was clean and the staff were really friendly .Room had a lovely big bed and was very clean and comfortable . The only issue we had was that the shower was a bit outdated and the shower controls a bit tatty . Would definitely stay here again especially as we had a very good deal fir BW loyalty members , with breakfast included . Breakfast was self serve but all cooked items were hot & in plentiful supply . Location was good to walk to centre .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for the great review so pleased you had a lovely stay with us. Look forward to welcoming you back soon Clare

"Fantastic"

5
01/01/2018

I used to live in the area so I knew of the hotel, but some of the reviews did put me off booking. I'm glad I did though, as it was a fantastic stay. I booked a twin room, to be surprised with a family room which had a huge double bed and a single. The room was the biggest hotel room I've stayed in, which made it even more pleasant and comfortable. Big bathroom too, with large bath and overhead shower. All the facilities were present as you'd expect- large tv, coffee tray, lots of towels, spare toiletries and a full size iron and board, and we had a view of the car park which helped us check on our car. Breakfast was just what you'd expect, and the restaurant is lovely and big. On Christmas Day, they put crackers on our tables and had Buck's Fizz on, and the young blond waitress was fantastic. Even the room service menu was fab, we had nachos and olives two nights running. The hotel has a full leisure centre included and had it not been Christmas, I would have used it. There were a few negatives. The water went off on Boxing Day which delayed us, but the hotel sorted it very quickly and provided a drinks voucher to compensate. The air con controller was slightly broke which made it difficult to change it, but the air con itself was good. We got back every late some nights and it did put me off that you can just walk into the hotel at that time from various entrances- I'd have hoped the doors would be secured at night. Also, there seemed to be skeleton staff on which felt strange but it could be because of Christmas. However, none of these things affected my stay and I actually ended up booking another two nights. I managed to get the same room with breakfast for £56 a night after speaking to reception which I was very impressed with. All in all, a fantastic stay and I will definitely be back whenever in the area. Thorough impressed!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Jie B Thanks a million for the 5 star review I'm so pleased you had a fantastic stay with us and that you would definitely stay again. Hopefully see you again soon Clare

"Fantastic Family Room"

5
31/12/2017

Fantastic family room. Huge bed, perfect bunk beds for a toddler! The breakfast alone was worth the cost of the room. The internet was hit or miss but fine as unexpected. Nice pool/spa area. Chips in the bar were amazing!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Amy W Thanks a million for the 5 star review so pleased you had a great stay with us. Ive passed your comments on to the team. Look forward to seeing you again soon FClare

"Pubic hair"

2
30/12/2017

As I explained earlier in the review, the bath was full of pubic hair when I went to bath my little boy, I had to let all the water away and clean the bath before running g a new one with our son screaming his eyes out , that wasn't very relaxing!!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for the review. Sorry about the issue with the bath. It's a real shame you didn't feel able to tell us at the time to give us a chance to ‘put it right'. Thanks again and Happy New Year Clare

"Nice hotel really liked it"

4
27/12/2017

Really nice hotel had a lovely stay with my husband and Little boy, food at the restaurant was nice good location as well . Just think they need a couple of chairs beside the swimming pool. The lazer Centre was closed on Christmas day and they didn't put anything up on the website letting people know

"Expensive"

2
22/12/2017

Nice looking hotel,staff are friendly and polite. Car park soon fills up and struggle to find a spot, some people park on the access roads making it dangerous for pedestrians and any body walking. Bar price's are extortionate ie .£5.07 for a pint of beer.

"best western stoke moat house"

4
19/12/2017

nice hotel nice building facilities spa full breakfast hot and cereals fruit yogurt rooms spacious free easy parking good staff the gym machines were some working some not due to new equipment arriving in a few days swimming pool steam rooms sauna wasn't very hot would stay again

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Many thanks for the great review I'm pleased to read you would stay again with us All the new gym equipment is here no and looks fab. See you again soon Clare

"Too much noise"

2
19/12/2017

We stayed on a Friday night, the same time as they were hosting a Christmas party. If I had known that there was a party going on I would not have booked. did not sleep all night as the sound of the music was so loud it caused the kettle, glasses etc. to vibrate in the room. Tried to ask to be moved to another room but there was no one on reception to speak to. Tried to call the operator but go no answer, I assume they were at the party. Went to breakfast, which was really good, apart from having no water for the coffee/tea, the staff were really apologetic but I was too tired for platitudes I just wanted a coffee. The room was really good, very well looked after with the usual facilities but importantly a proper bath. Just too much noise and no night staff.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Sorry you didn't have a great stay with us that wasn't our intention. We like most large hotels host Christmas parties in December we do try and allocate guests we know aren't with the parties in quieter parts of the hotel. Sometimes that works sometimes not. With regards the water this was unforeseen and we tried very hard to make sure breakfast was able to serve tea and coffee. I do hope this won't put you off staying with us on the future Clare

"Wonderful stay"

4
18/12/2017

Although there was a Christmas party in till late on the 16 th Dec, our family of 4 was not affected at all. We were delighted to have a room with at bunk bed rather than a sofa bed which causes issues between our kids at times! Wonderful breakfast and the fact that the kids were able to use the swimming pool was an icing on the cake! Def would come back. Fab location, very close to waterworld and ski Centre!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the fab review so so pleased you had a great stay with us. Hopefully we'll see you again soon Clare

"Princess afternoon Tea party"

5
17/12/2017

What an amazing time we had at the Princess afternoon tea party, my granddaughter enjoyed every minute dressed as a princess and singing and dancing with all her favourite Disney Princesses every little girls dream. Food was lovely and great value for money plenty of sandwiches and good choice of cakes, children had little goody food boxes which had gifts in nice touch. I would deffinately recommend

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi BirtlesD Thanks a million for the 5 star review so pleased you all had a great time with us. See you again soon Clare

"Lovely hotel but bar area needs sorting. .."

4
17/12/2017

We stayed for one night so went in the bar late afternoon and the woman behind the bar needs re-training as she is very ditsy, we were paying for premium beer which was served in horrible glasses, one round I wanted Edinburgh gin but she said she could only do it on the offer so I asked if I could swop the lemonade for tonic but she was like oh I can't do that. ..then she brought us coffee's over which were for someone else. .and she kept wondering off so at times we were waiting at the bar. .( prices a little on the high side )...other than that the hotel was great with lovely reception staff and lovely staff at breakfast which had a great choice of full English to cereal, porridge, toast, pastries. . Overall we had a great stay .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi rednel1 many thanks for the great review so pleased you found everything lovely. Ive taken your comments on board re the bar! Could you let me know when you stayed please? Many thanks Clare

"Really good family stay"

5
11/12/2017

We picked the hotel because of location to Waterworld and near to the party location for that night. Was excellent in both regards, literally a 2 min walk from Waterworld. Staff were really helpful and the family room very spacious with proper beds not pull outs.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
thanks a million for the 5 star review look forward to seeing you again soon Clare

"Average hotel"

3
10/12/2017

One night stay, 3 days use of conference room, good breakfast, good lunch facilities, clean guest room, poor wifi, poor hygiene condition of ladies' toilets near the conference room (2 out of 3 were broken) Average hotel. Would stay again if their wifi would get better.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh dear 456sehrishk Many thanks for the review sorry you only found us to be average. Can you let me know what was wrong with the Wifi please we do have a 24hr support line available. If you could let me know the issue and which room you stayed in that will help me investigate what needs to be done. Look forward to hearing from you Clare

"Amazing"

5
10/12/2017

Had a fab time, party rockers night entertainment was so varied and brill, overnight stay faultless, room was clean and modern and the bed so comfy, breakfast was top notch.. high recommended and will be back!!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Jenro2003 Thanks a million for the amazing review so pleased you enjoyed the Party Rockers and the stay over. Look forward to seeing you again soon Clare

"SPA DAY"

4
08/12/2017

Had a amazing day at the spa in this hotel made us feel so welcome , That good i become a member today , Stayed for lunch after food was really nice and hot , Will enjoy being a member and be able to go when i want .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Angela Many thanks for the great review I will pass this on to Jasmine Olivia she will be thrilled. They also have their own Trip advisor page Thanks again Clare

"Reliable Hilton Standard"

5
07/12/2017

Having been to numerous Hilton Group Hotels in 16 different Countries so far, the Manchester Airport Hilton once again was a proof that you -worldwide and always - get a solid, reliable and very good standard with Hilton. The check-in was superbly efficient and fast, yet warm-hearted and truly caring (Thanks, Emma (?!) ) The Restaurant is fresh and spacious, I paticularily liked the display of bottles on crushed ice. (See picture). Some of the dishes are also available for in-room dining 24hrs a day. My room in the 5th floor was fully acceptable, even If some smaler details would need some attention or could be repaired. The only negative detail was the elevator button for ground floor in the right elevator. - the proper response of the morning crew should have been „thanks, we fix it“ rather than „we‘re sorry“. There was a free-of-charge shuttle van to the airport with an extremely humble and polite young englisch driver. All in all it was a wonderful stay - or, as they say in the Mancunian Northern dialect a „mint“ stay. Cheers to the team there.

"Christmas party night"

5
02/12/2017

I organised our Christmas party at the hotel , what a great night we had the Band was brilliant ,food delicious everyone was congratulating me on what a great night ,we will be back Thank you and well done stoke moat house .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi 55marg Thanks a million for your 5 star review, so so pleased you and your party had a great time with us. Its a fab time of year. See you soon Clare

"Came for a wedding, great venue and even sorted a parking issue for me"

4
29/11/2017

Best Western held the Wedding and Reception of a friend of mine who I went the reception for. After we got lost finding it, the staff kindly pointed us to the correct place. The venue itself was spacey and the food on offer for the reception was very nice. Drinks were reasonable price. Overall I left with a positive impression of the place. Unfortunately, Parkingeye who manage their parking, fined me £60 for parking there, because of some number place entry box we'd completely had no idea of it being there. But thanks to the great staff, they wrote to Parkingeye and got me a £60 refund for it. Excellent service.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi JoshC Many thanks for the great review so pleased you enjoyed your friends wedding. Re Parking Eye they do manage our car park - parking for our guests is free and to qualify for this you just need to enter your registration number in one of the terminals in the hotel. I'm so pleased you contacted us and we were able to get the charge cancelled. Hopefully we will see you again Thanks Clare

"Great Staff, Great Experience"

5
21/11/2017

Whether in Stoke on Trent for Alton Towers, Britannia Stadium or Wedgwood, a stay at this historic hotel won't disappoint. Friendly and helpful staff will greet you and you will be pleased by menu choices (inc Gluten Free) and fitness facilities (inc pool). Close to entertainment and retail parks makes it a good choice for business or leisure.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Andrew L Thanks a million for the 5 star review its just great receiving great feedback. Please do come and visit us again soon Clare

"A Pleasant weekend"

4
20/11/2017

My wife and I had a weekend break here along with several friends. The rooms and hotel were really nice and the food was well prepared, the staff were most welcoming although on the Saturday there was a wedding party and a military reunion and the management failed to anticipate that their staff would require change at the bar and more than one member of staff to serve drinks. However this did not detract from a most enjoyable weekend.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Dovertrucker Many thanks for the great review. So pleased you had an enjoyable weekend with us Clare

"Never Again!"

2
19/11/2017

Dirty rooms,uncomfortable beds, dated bathrooms, overly hot rooms with noisy air con that makes no difference to the temperature, friendly staff but don't do what they say they will. Decent breakfast, Good access to town and shops and free parking as well as lift access, but this isn't enough for me to stop here again.

Traveller3737, Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh Natxxx1 I'm so sorry you didn't seem to have a great experience with us. It would be great if you could let me have a little more information please email me on [email protected] Many thanks Dan

"Comfortable and quiet "

4
18/11/2017

I stay for one night. Staff were nice and helpfull. The bed was comfortable and room very good size and clean. The bathroom clean but outdate. Gym was nice but there was a sauna and steam room. There was a slight foul smell in the steam room. Restaurant food was nice. I recommend the hotel.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Walee S Many thanks for your review its great to read that you wouyld recommend staying with us. Will check you that sauna smell Hopefully see you soon Clare

"Hotel is ok "

3
15/11/2017

The hotel is ok. A bit dated but the staff is friendly and the hotel is clean. What is not ok is the restaurant. It is not much cooking going on there. Mostly heating up pre-made food. I had a salami pizza one day, that was clearly put in the oven directly from the freezer. If you want to change any meat on the mixed grill you can not since it is delivered prepacked! I tried to switch the black pudding to something else which was impossible. The Caesar salad is lettuce with boiled chicken and boiled egg! Incredible far from a Caesar salad. This is not ok 2017 This is not a restaurant, but the breakfast was ok though

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Star_equity Many thanks for your review. I'm extremely pleased you found the team friendly and the hotel clean. I am disappointed with the comments re the restaurant food. Our pizzas are made fresh and not pre-prepared so will discuss this with Chef. re the mixed grill I'm sure we could have swapped this out for an egg or similar. You're right a classic Caesar salad definitely does not have a boiled egg listed as its ingredients pleased also be rest assured we certainly don't boil our chicken and I'm sorry its quality gave you that impression - not good at all! I am really pleased you found breakfast to be good. I hope this doesn't put you off staying again Clare

"Lovely hotel "

4
11/11/2017

We stopped overnight here to take my daughter to Waterworld which is next door for her birthday. We were really impressed with the hotel on arrival. I only booked it the night before and got excellent value. We ate in the restaurant which I found average quality food. Staff were generally very polite and helpful. The mattress was comfy but the pillows in both our room and my parents were terrible quality. My dad said he didn't sleep at all due to the pillows. I slept but disturbed as wasn't comfy. However the hotel was so nice generally you could overlook this to a point but they do need changing as very bad quality. My only other issue was the breakfast. Staff looked rushed off their feet and hence weren't as friendly. We were left with no cooked breakfast so half filled plates and then no eggs or bacon and so we had to wait. This happened to us and others during the morning. It says breakfast is served until 930. We were down at nine and when my husband wanted some bacon at 925 after his toast and cereal the lady told him "well we do stop breakfast at 930" if you say breakfast is until 930 I would take that you could go until 930 but you wouldn't have got a breakfast if you went in at 930. However again although this was an issue the quality of food and choice was fantastic and great value. We would definitely go back as overall we were very impressed

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for your great review - I've noted the points you have made and will action. What's great is that you would definitely stay again so hopefully see you soon. Clare

"At the heart of the Potteries"

3
07/11/2017

If you need to stay in Stoke on Trent, then this is the place to be as it is right at the heart of the Potteries conurbation. The amenities are all that you would expect from a hotel of this sort. The staff are very friendly and helpful. On the downside, it was not cheap for a weekend in a non tourist area in November. Nonetheless, the hotel seemed very busy and full. The restaurant food is basic but acceptable. Personally, I prefer a bit more human service at breakfast, where what staff there were seemed almost overwhelmed. The did however manage to remain cheery despite being overworked. The wi-if signal in our room was particularly slow, which was very frustrating. If I was here for work, it would have been unacceptable.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for your review. I'm pleased that in the main you found us friendly and helplful. It was the end of the Alton Towers season hence us being busy. We are 30minutes from the resort. I have noted your comments re breakfast re the Wifi it would be great to know which room you stayed in we can then check there is not a fault with the receiver. Many thanks Clare

"Leisure club"

4
06/11/2017

I attend the leisure club here and it's fantastic value for money not just a gym for the money there is pool , sauna and jacuzzi facilities too in with the price , recommended great value for the monthly charge and the staff are very welcoming

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Kelly P Many thanks for the great so pleased you enjoy being a member of our gym and thanks a million for the recommendation Clare

"2 star not 4 Star"

2
06/11/2017

We are here at the Great Western Moat House Hotel Stoke on Trent. This hotel is supposed to be a 4 Star Hotel. Service and food in the Restaurant is more to 2 Star standard.We waited over 1 hour for our main course, the food served was more to a greasy spoon cafe. Very expensive too.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Steeler Bob Thanks a million for your review I'm sorry we didn't do better I will review your comments with the team. Please don't let it put you off staying in the future Clare

"Excellent stay"

5
03/11/2017

We stayed here last week with our daughter and family whilst visiting Alton Towers. Very impressed with all the staff we interacted with. Reception staff were polite, friendly and helpful. Good friendly service from the restaurant staff. Very comfortable beds although air con didn't seem to work so our rooms were a little too warm. Had a really nice meal in the restaurant one evening. The food was delicious, well cooked and presented and very reasonably priced. Breakfast was also excellent with a good selection. We would all be very happy to stay here again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review it's just great to receive such positive feedback. Hopefully we will be able to welcome you back soon. Clare

"Scarefest at Alton Towers"

5
29/10/2017

We stayed here as it was to expensive to stay at the Alton Towers Hotel. Staff are very nice, rooms very clean and food is good quality and very cheap. Would definitely stay here again. There is. McDonalds across the road and a 24 hour Tesco.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Jossie16 Thanks a million for the 5 star review its brilliant receiving such positive feedback and to know you would definitely comeback and stay again. Hopefully see you soon Clare

"Staff are brilliant, access issues but management listens"

4
26/10/2017

Stayed here for a week for work. I am a wheelchair user with an assistance dog. At first I was concerned because the web site says Guide and Hearing dogs only... my dog is neither. The management of the hotel were great, apologised and said they would escalate my concerns about the way the (mis)information was presented on their site. Accessible room.... safe on floor. No outlets at chair rail height. Too many chairs in room to reach the bedside in a wheelchair. A few other problems. Spoke to Manager Dan, who listened... I know he listened because when I returned to my room later, the safe had been moved to a reasonable height, a few things were repaired, and he had plans to make further improvement. Oh, and the club chairs were moved out so my wheelchair had room. The manager said they would address other issues I raised as he realised that simple changes that abled people wouldn't even notice could make a real difference to disabled people. The staff here cannot do enough to help... they are kind, friendly and take their responsibilities to guests seriously The hotel is for the most part clean and nicely appointed. A few things are a bit past their prime, but little touches- like free apples in reception and a jar of refreshing lemon water in the foyer- are old time touches that make the hotel warm and welcoming. The restaurant is not cheap... but the steaks are to die for. The vegetables are really nice-- fresh steamed veg in a decent portion. A bit disappointed there aren't more salad options, and there isn't a single grilled chicken dish- but oh well. Breakfast buffet is lovely, and you can get anything cooked as you want. Same with dinner- they cook everything fresh, so although its not fast, its cooked just as you like it. After a couple days, when they got to know me, I didn't even need to ask for things as I liked them. I haven't been to the spa/ pool, but friends staying here said its very nice. Pros- the staff make this a much better hotel than its star rating portrays. The steak. They welcomed my assistance dog. The grounds are lovely The hypnos mattresses are super comfy Nice complimentary toiletries Cons- choice in restaurant, some access problems Taxis (Licensed by Stoke City Council) that block wheelchair access to the hotel's entrance Need a desk in room that someone with a power chair can sit at without hitting their knees need better ergonomics in the disabled toilets- the toilet paper is behind you (hard to reach) All in all, I will stay here again and I have had a good stay- if they continue to make improvements as they promise, this hotel would be a better-than-most hotel for disabled people. If you stay here, and you aren't happy, tell them... they will do their best for you. Staff here treat guests- whether a cranky old lady in a wheelchair who hails from Brum, a family with very energetic children from Aberdeen, a slightly posh couple from Essex or tourists from Cardiff- like they are welcoming you into their home.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Bethann Many thanks for your great review. We have really enjoyed having you stay with us and your invaluable feedback regarding our easy access rooms and general facilities. I will pass your comments on to the team in particular Dan. You are very welcome to come back and visit anytime Clare

"Alarming housekeeping issue"

1
25/10/2017

We booked this two night stay, the second time we visited as a family within six months. Initial booking frustrating. Booked over the phone for a winter sale price and was assured this was the best price. Paid in advance to secure cheaper rate. Went online almost immediately and it was over £20 cheaper. Phoned customer service back to be told there was nothing I could do. First day in hotel we left early to goto Alton Towers and arrived back late to discover our bedroom door had been left open for most of the day by housekeeping. This was unacceptable. Spoke to the duty manager and was promised they would investigate. It was only after that I realised they had not even asked for my room number. I had been fobbed off. Manager apologised but you could tell it meant nothing. Would not stay there again. I treat such things seriously. Pity the hotel don't.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi John Many thanks for your review. To say I'm a little disappointed with your comments would be an understatement. What a shame you didn't give us the opportunity to make things right. With regard to your rates you booked your accommodation via Best Western who have a best rate guarantee rates do not fluctuated that quickly - I understand BW customer service are in correspondence with you. The room issue has been taken very seriously and you are aware that a full investigation is being carried out. Thankfully nothing was amiss when you returned to your room. You will know from your previous stay that these things don't usually happen. Thank you for having faith to stay with us for a second time I am only sorry there wont be a third. Clare

"A visit with friends and kids "

4
22/10/2017

We have just returned from staying at the hotel for two nights We booked this a large a package with Alton towers tickets A lovely hotel with pool and restaurant and free parking We had a family room which had a double bed and bunk beds, a good sized room with nice bathroom and shower. The rooms were very clean and had tea and coffee facilities in the room. The rooms were quite hot but had air conditioning. The bar and restaurant areas were very nice and clean. Breakfast was delicious help yourself buffet and lots of choice. We had an evening meal there was 9 in our group. The food did take a while to arrive to us. There wasn't a great deal of choice on the evening menu. The staff at reception were very friendly and helpful. It's about 30 minutes from Alton towers. There is a lot of food places and shops around by the hotel.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Sarah C Many thanks for he great review so pleased you had a good stay with us. re the menu we have just launched - this week our new Josiah's Bar and Grill menu so next time you stay I'm sure you fine more choice. Hopefully see you soon Clare

"Different experiences one week apart"

4
22/10/2017

Stayed here on business ( booked by the company) for 2 nights on two separate weeks recently and very different experiences. 1st stay...queued for 20 minutes to check in. Receptionist apologetic but it was very frustrating especially as I had a meeting to attend in the hotel. Room on 1st floor. Ok but basic. Not very warm and override system for heating didn't work. Bulbs out in bathroom lights, and inexplicably the bedroom curtain rail fell down at 3am on my second nights stay, not only frightening the life out of me, but also meaning that I had lights shining in the room for the rest of the night.. Ate in the bar on the first evening. Very slow service at the bar and meals took an age to come out. Breakfast the following morning was fine once I actually got into the dining room. Only one member of staff seating people and also dealing with their various culinary requests meant that there was a 15 minute queue to enter! Good choice of food at breakfast but plates were all cold, meaning that hot food cooled very quickly.Was not particularly looking to staying again but what a difference. Immediate check in, room on executive floor. Bigger, better window aspect, better quality toiletries, increased items on drinks tray, free water, bathrobes and heating. Oh and of course curtains that actually stayed on the wall! Sadly the service in the bar the first night was as slow as previously. 3 of us ordered food together but came out at varying intervals and the customer skills of the person taking our orders left a lot to be desired. No queue at breakfast the following morning..more staff on duty and again plenty of choice. Plates still cold but at least the porridge was edible this time, not like the solid offering of the week before. So in a nutshell, based on the second stay would return again but only on the executive floor and would keep fingers crossed there were enough staff on duty.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Dear Tripsme I'm so glad you came back for a second visit. I appreciate this was not perfect and will sort out the issues raised. I am pleased you would visit us again. I look forward to you staying with us again Clare

"Reunion"

3
18/10/2017

A welcome by the receptionist & an apology for the long delay. The upgraded us to Executive Room.... We had booked a two night stay plus a school reunion in one of their rooms. Very outdated & the venue room of shabby. Our room was far from executive.... it was airless - windows would only open a crack, the air conditioning didn't work & the toilet seat wouldn't stay up. We did report this to the receptionist but nothing was sorted. Needless to say we had two sleepless nights due to the room being stuffy & hot.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi SAMPLUM Many thanks for your review I'm sorry we didn't wow! Pleased you had an apology and an upgrade. Ill follow up with reception and maintenance the other issues. Re the windows they are all fitted with safety catches these can be removed by guests I'm sorry this wasn't clear. thsnks again Clare

"Worst Dining Experience In A Long Time"

1
16/10/2017

Won't bore you with the finer detail. Here's the main points ... 1. Kids “chicken strips” fillet arrived as a 1/4 chicken complete with skin & leg bone. Just what a 10yr old loves !! 2. Club sandwich on brown bread was on white bread 3. Missing “chunky chips” eventually appeared after asking for them, wait for it ........ FROZEN !!! 4. Kids “cheesy garlic bread” had to return to kitchen to get some cheese on it !! 5. Waited 20 minutes after finishing to get sweet. Eventually gave up & walked out. 10 yr old never did get her brownie & ice cream. It'd probably have come in a packet, to bake yourself, or melted !! Slowest service of all time. Overall, 0/10 is a fair score for entire experience. I've only been here 4 hours so won't add much criticism about hotel yet. Bed comfy, but carpet on 2nd floor the most disgusting thing you've ever seen, and swimming pool towels stink of fried Chinese food !!!!

Traveller3737, Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Euan S Many thanks for your well balanced review I see you are currently staying with us. its a real shame you weren't able to voice this last night to one of my team...... My Ops Manager will catch up with you this evening to try and sort these issues out Many thanks Clare

"Complete lack of Respect"

1
16/10/2017

This review score is based on service received at breakfast. After spending thousand of pounds on a wedding reception for our daughter;s wedding, we were really looking forward to having breakfast with friends and family. How embarrassing to be refused entry to the breakfast room in sight of everybody and sent upstairs to queue at reception, who basically refused us breakfast stating we hadn't paid for it. Instead of spending a relaxing morning in the hotel, saying our goodbyes to people whom we may not see for quite some time,we had to drive home hungry to get a copy of our reservation stating we had booked room and breakfast. After wasting over an hour of our time getting this proof, we returned to find many guests had already checked out. Also found out we were not the only ones wrongly refused breakfast and some of our family had to pay £10 each to eat. All of this completely spoiled what should of been a special morning. I would of expected the manager to apologise and offer to make it up to us. She did not care about the stress and inconvenience this caused us and offered a reluctant apology and blamed the systems, saying we shouldn't of had to drive home, and offered to refund the money they extorted from my family. Bringing £10,000+ worth of business to a customer service business, you would expect a little more care for it's customers. Instead we had breakfast alone stuck in a corner of the breakfast room over an hour later than should be.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi PetePtak Many thanks for your review. As explained to you wife I am extremely sorry for the issue regarding your breakfast Mrs Ptak has been given a full explanation we certainly weren't trying to extort money from you. Your rooms were booked via Best Western on our Winter Sale rate unfortunately when the booking came down into our system it was changed to a room only rate - something totally beyond our control as explained this has been flagged to both IT company's and the error has been corrected. The receptionist was following procedure (I understand sometimes companies can get consumed by procedure to the detriment of the customer) We should have suggested you pay for breakfast and then when home send through to us the confirmation you had that way you would have been able to have breakfast with your family. unfortunately I can not recreate that Sunday morning all I can do is apologise again. I know this left a sour taste and am really pleased that that your daughters wedding went extremely well. Clare

"Nice, comfortable hotel "

3
15/10/2017

Pleasant, helpful staff. Bed very comfortable with the option of a soft, feather pillow. Buffet style breakfast with the usual range of items. Quiet location but there were some fans outside the window and I had specifically asked for a quiet room. However, they did turn off at midnight so they weren't too intrusive. The air con did not work but hey ho, it's October in England so did not need it!! Shower weak but nice toiletries. I would stay again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for your review its great to read that you would stay again with us. Look forward to welcoming you back Clare

"Popular Hotel"

4
15/10/2017

We have been staying at this Hotel for years on and off as my husband is from Stoke. This time we were there for his School Reunion held in the Hotel.The Hotel was exceptionally busy and the communal areas were very noisy. Luckily the room we were given was out of the way so quiet and very comfortable. The food provided for the reunion was a little disappointing but the breakfast was excellent. Situated near a retail park and close to Hanley so plenty of shopping near by and a large cinema just down the road.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi EvelynM46 Many thanks for your review so pleased you and your husband had a great stay with us and the reunion went well. Sorry you found the food disappointing. Be great if you could email us with any feedback regarding the food [email protected] thanks again Clare

"Brief stay"

5
12/10/2017

Stayed again at this lovely hotel as usual could not fault at all . Dined in the bar excellent beef burger and chips washed down with Italian beer . The next night Frankie and Benny's for steak which is in walking distance .The hotel is ideally placed for a business trip with easy access to the motorway . The staff are always very helpful and efficient .

"Conference"

5
09/10/2017

I personally didn't stay at this hotel but would highly recommend for anyone organising a GALA Dinner - Fantastic space and great food! Very accommodating staff too! I would recommend this to anyone in the area.

"No air conditoning"

3
03/10/2017

We stayed here in August for 2 nights. Before we unpacked I noted that the air condition control panel was dead. I reported it to reception who sent someone after 15 minutes and he confirmed it was dead so we were moved to another room. This room had a working control panel but did not blow any cool air. We were told they had no other rooms and gave us 2 small fans, 1 of which cut out and smelled of burning so we had to spend the night with the windows open (obviously they don;t open very far). We also were offered a free drink but I would have preferred what we had booked which was a room with air conditioning. That aside, great breakfast and the Toby carvery is a short walk away with outside seating looking at the canal/marina.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for your review I'm sorry you had an issue with your air conditioning and pleased we were able to move your room. Unfortunately there are issues that happen that cant be rectified during your stay. The comfort cooling system has been fixed and is now fully functional. I'm so pleased you found breakfast great and do hope if you were every visiting Stoke again you would stay with us Clare

"Undecided"

3
01/10/2017

Firstly, I think it's best to start with the room. It was a very big family room. It was dated and the bathroom shower head was filthy so I didn't let our children shower. The brown walls are the room dark and the glass tables were dirty. The out up cot was well used. Our duvet cover had holes in it!! In the bathroom the grout was in need of re doing and the flush hardly worked! The main areas were not up to a four star standard. The bar often had dirty glasses over it and the staff were slow. The breakfast was fine. Plenty to fill up on. I was shocked to find out that it was only a four hygeine rating in a four star hotel!! This did put me off eating the cooked part of the breakfast. The whole hotel needs a serious upgrade. There were plenty of weddings taking place and lots of children running round. I don't this again was what you would expect in a four star hotel. The Park Plaza in Cardiff is superb and has stunning food and breakfast. This is a four star hotel. The staff were friendly, but I did feel the bar wasn't managed too well and drinks were expensive for the tiny glass of wine that wasn't very cold. Charging 50p for a pack of biscuits at the bar that we get free in our room? Con? The swimming pool looked small and packed and the girl in the gym section was sat eating her subway and didn't even attempt to talk to us as customers! The girl on reception of the gym didn't either! There was no one either morning at 7.30am to greet us so we started our breakfast before someone came rushing over and said oh hang on this is your table!!! Little things go a long way and I think it's small details that the hotel need to work on. Also this is awful... The smoking section outside the main doors by the gym? Who wants to walk to Thier car through a cloud of smoke and guests from a wedding swearing whilst we have our children? There were too many things to pick at and I think things need seriously changing to keep customers coming back.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for your review. I'm not surprised you are undecided with a list of issues like that. Its a real shame you weren't able to feed this back while you were staying with us that way we could have possibly rectified the issues. Please do come back and give us another chance Clare

"A lovely break"

4
30/09/2017

Both mine and my partners stay here at this hotel was flawless. We picked the Moat Hotel as it was near Alton Towers where we were visiting. All the staff at the hotel were both welcoming and friendly. Food was superb and the variety for breakfast was outstanding.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the great review so pleased you had a good stay with us Please do come back and visit again soon Clare

"Pleasant hotel"

4
25/09/2017

Had a very good price for this hotel £174 for 2 nights for family of 4. Clean rooms and nice public areas. Very friendly staff. Rooms are adequate beds a bit hard but very clean. Heating came on early morning making it uncomfortable as weather very mild so really not needed.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Natking71 Many thanks for your review I'm so pleased you had a great stay with us. Do come back and visit us again soon Clare

"excellen stay"

5
23/09/2017

We have recently returned from a weekend stay at the Moat House. The rooms were spotless and well equipped. Both food and service were excellent and all the staff were very friendly and efficient both in reception and in the restaurant. On one evening our family came and joined us for a meal. and agreed with us that the quality of the food was excellent and the service was first rate. Avril and Jeff Clews

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for your 5 star review its just great to receive such excellent feedback. We look forward to seeing you soon Clare

"An amazing conference!"

5
22/09/2017

An amazing conference venue. The diversity of the hotel in particular the meals offered - lunch was spectacular and really different! The bedroom was large and comfortable and the WiFi easy to connect to and stay connected to. The staff were all so friendly. thank you to the team at the hotel for being the cherry on top of the cake.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Hotelaholic8 Thanks a million for the 5 star review its just brilliant to receive such positive feedback. We enjoyed having you Clare

"Great people but not a four star"

3
21/09/2017

Reception superb. Waiting staff good. Bar staff slow/understaffed. Quite how you can order a prosecco and it's from a tap is beyond me. V v poor. Bed equally poor, soft and duvet cover too small for duvet. Plug sockets by mirror unusable. Each room is a family room it appears with a bunk bed in each room with king size. Jack of all trades comes to mind. Terrible business buffet lunch, dinner tables no table cloth and paper napkins. Food average. The best in Stoke I'm told. Despite great people sadly lacking and not what is called a 4 star.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hey Candyman33 Many thanks for the review. So pleased you found reception superb. Did you try the prosecco it's really good and saves you having to buy the bottle! Sorry about the mattress did you let us know while you were with us perhaps we could have changed your room and then dealt with the issue. Be great if you could let me know which room you stayed in? We have all sorts of room types including bunk bed rooms, doubles, twins, suites and family suites. Again if you could let me know what was terrible about lunch I can look into it and put it right? Thanks again for the review Clare

"Excellent value and very impressed"

5
19/09/2017

The location is excellent and very close to the city centre and other restaurants. The staff were very friendly, especially the welcome we received. The gym is good and the pool small but sufficient. The room was excellent with a bunk bed meaning it is perfect for families. The breakfast was the usual cooked affair but again quite suitable. There was a wedding but it didnt bother us

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Richardf100000 Thanks a million for the 5star review I'm so pleased you found us excellent value and were very impressed. Its just great receiving such fab feedback Please do come back and visit again soon Clare

"Four night stay"

4
14/09/2017

I've just spent four nights at this hotel whilst working nearby. I can't comment on the price as this was all handled by work Hotel is starting to show it's age in some areas and my room looked like it would need a refresh soon. Although everything was clean and in working order, there were one or two cracked tiles in the bathroom and holes in the wall where fixtures had been removed. The thing that let the room down the most was the poor quality bed linen. Very thin duvet and pillows with simple white cotton covers. I would have expected slightly better quality for a four star hotel. The trouser press was missing in my room (you could see the marks on the wall where it had been). There was a rather rickety ironing board with the iron rather awkwardly tethered to it - not very easy to use. Breakfast was okay but not very imaginative for vegetarians - just the option of veggie sausages. Staff were friendly and helpful.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi tigger449 Many thanks for the great review. So pleased you found your room clean and everything in working order. Point taken re cracked tiles and linen. None of our rooms have trouser presses now. Would welcome some suggestions re breakfast - we have as you know the usual scrambled egg, tomatoes, hash browns, beans and Oatcakes, poached eggs (on request) Many thanks Clare

"Best hotel I've stayed at in a long time"

5
13/09/2017

Everything about this hotel was fantastic the staff, the hotel itself, the rooms and the spa, food was excellent only thing I'd say is that drinks at the bar we over priced but that's the same in most hotels, will definitely be returning here soon

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Sammycharlie Thanks so much for the 5 star review its just brilliant receiving such fab feedback. Please do come back and visit us again soon Clare

"Amazing wedding "

5
11/09/2017

I attended a wedding here on 9th September and what more can I say apart from it was THE MOST FANTASTIC EVENING EVER!!! The staff were amazing, the food was delicious and even though the drinks are a little bit pricey this didn't spoil the evening! I don't think service like this gets enough praise! Well done absolutely amazing service

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Louise R Thanks a million for the 5 star review I'm so pleased you had an amazing time with us. Clare

"09/09/17 wedding "

5
11/09/2017

We got married there on the 09/09/17 Awesome service, Melissa, Vickie, James and Lisa the kitchen supervisor all very supportive and well organised, made the day the best day ever, all of our family and friends commented on all of the facilities available to them and their families, I would highly recommend this place for weddings and functions, thank you team

"Poor value for money"

2
11/09/2017

Good location, hotel is showing its age with a need of new decor and modern facilities. We were put in a dirty disabled room, I'm not disabled! The facilities in the room were dates and damaged. Needs a full overall

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi stephendN7971TT Many thanks for your review I'm really sorry you didn't find us value for money - this certainly wasn't our intention... It would be great if you could let me know when and in which room you stayed in that way I can follow this up with housekeeping Many thanks Clare

"Paul"

4
06/09/2017

Enjoyed a lovely mid week break with the grandchildren. Hotel ideally situated for Alton Towers and Trentham Gardens. Good accomodation, nice breakfast buffet and good quality and value restaurant. Grandchildren particularly enjoyed the kids buffet in the evenings.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Paul A Many thanks for the great review so pleased you and the grandchildren had an enjoyable stay with us. Please do comeback soon Clare

"1 night stay"

5
06/09/2017

Very friendly staff, very good with the children. Lovely breakfast that was included. We stayed in a lovely room really big perfect for us. The area around the hotel is very good also with lots to do .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its just brilliant to read your comments. Please do comeback soon Clare

"Wedding day"

3
05/09/2017

Well this place is very expensive and the service girls just plonked plates on our table, the bar is well far to expensive and the staff in the day behind the bar was very non bothered, the food was ok but portions were small and no choice of what bread u wanted with the starter or the roll at the start.The buffet at night was nice thou. The whole day was good but I wouldn't choose this place for my wedding.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Michael R Oh dear I'm sorry you didn't enjoy the wedding you attended - I am really surprised as we usually have such great comments. Nonetheless I have taken your points on board! I'm so pleased that the evening buffet met with your satisfaction and the day was good! thanks again Clare

"Alton towers Hotel"

4
05/09/2017

A good hotel with the exception of the restaurant which was very poor and the Bar staff are very slow. Rooms very clean and tidy as are the leisure facilities. I am not sure if my experience in the restaurant was a one off event because they had a large wedding their on the day that I booked.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Shaunrg Many thanks for the review I am sorry you had some issues with bar service and food. We are under going some changes in this area to improve quality and service so please don't let it put you off staying and eating with us again. On a positive note I am so pleased you found us to be a good hotel with rooms being clean and tidy. Please do come back and visit again soon Clare

"Family overnight prior to day out"

3
04/09/2017

Reception and welcome good, room good, location great. Completely let down by the horrendous food provision. The attention to our child allergies and plan to deliver was without fault it was the inability to deliver. You will the see the glossy appended food photographs this was one of the deciding factors for our stay. Do not be fooled. They can't even cook a steak. We asked for the £18 rump as medium rare it arrived as thin as a shoe leather and well done. Yes it could have been returned but when you have already waited 25 minutes and you child is hungry ..... you cant wait. Yes they did offer £5 off but be warned, hotel is good, rooms are good but dine elsewhere.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Finney1 Many thanks for the review I am sorry you had issues with the food. We are under going some changes in this area to improve quality and service so please don't let it put you off staying anfd eating with us again Clare

"Ok stay, marred by incompetent receptionists and possible payment scam"

2
30/08/2017

Booked 2 night stay through hotels.com. Was supposed to be a family room with bunk beds but received a double and single bed. To be fair did not comment on this to reception as check in had been slow and for the sake of 2 nights not biggest of issues. Room decent size, outdated and wearing a little thin in places but ok for 2 nights. Beds fairly comfy. Room temperature fine. Curtains did a decent job of keeping some of the light out in the morning but not full black out. Tea/coffee in the room. No fridge - would have been useful if there was one. Wifi good, disconnected a couple of times but reconnected quickly and was decent speed. Good amount of storage in the wardrobe and drawers. Bathroom good size with shower and bath. Good shower pressure with consistent temperature. Really decent bath towels. Room 317 a little noisy in morning as right by the main door in corridor. General level of cleanliness in our room was good. Experience was marred by checkout in the morning. Only one receptionist present at what is clearly a busy time. Queue of people. Poor boy in front of me had gone to collect his milk from the reception, who after much searching returned with a pint of frozen milk after having stored it in freezer rather than fridge - to be fair, receptionist did then arrange for some fresh milk from the restaurant to be issued. Upon checking out was informed by receptionist I had to pay. Explained I had chosen the prepaid option with Hotels.com and money had already been taken. The receptionist was adament this was not the case and that I had merely been charged a holding fee by hotels.com which was normal and so had to pay at the hotel. As I was now in a rush to check out, and as she was insistent, I doubted my understanding and therefore paid. Hotels.com charged £168 for a two night stay yet the receptionist charged £123.20 for a two night stay. Shortly after leaving the hotel, checked bank statement which showed hotels.com had debited £169 from my account. Therefore phoned hotels.com within 15 mins of leaving the hotel to have the issue resolved. The operative at hotels.com struggled to contact BW moat house reception (no surprise) saying he had tried 7 times. Therefore the matter would be escalated to their billing team to resolve. Since then have received an email from hotels.com that BW Moat House have no record of the additional transaction. My husband is now dealing with this and sending throught the copy of the receipt and transaction provided by the hotel as I no longer have the patience. 5 days now and still no refund or sincere apology. Extremely poor. In short. Ok stay, would not return or recommend. Hotels.com not the cheapest rate if the rate of the second charge at the hotel is legitimate. Dissappointing. Both hotels.com and BW Moat house have been quick to take the money and slow to resolve issues and refund. Allow extra time for check out in the morning and if they charge you again, question it and don't me made to doubt yourself.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Emsy Many thanks for your very detailed review. I'm sorry you stay was marred by the check out experience. We have been in touch with your husband and as he is not in the country at the moment he asked us to call you - unfortunately we have not been able to reach you? We have been trying to get hold of you to refund the overcharge to your card. In order to refund the monies we need you to confirm your card number could you call Melissa on 01782 609936 Kind regards Clare

"Wedding"

4
30/08/2017

Clean and comfortable rooms. Sadly I didn't enjoy my breakfast. Quite greasy. Venue for the wedding was superb. Evening reception was very nice. Staff were friendly and professional. I would certainly go again.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Kathnabark Many thanks for the great review. I'm so pleased you found our venue superb, the evening reception great and our team here friendly and professional. Sorry about the greasy breakfast - ill keep an eye on that with Chef. Look forward to welcoming you back soon Clare

"Wedding fare!"

3
30/08/2017

Our grandson's wedding at the Moat House, it was a lovely day. The organization at the hotel was very good and really attentive staff. The room presentation was perfect. Considering that the meal was for 110 people they did well, it was a little on the basic side but was served quickly and was hot. The disappointment was the evening buffet, very basic indeed and at £16 was not good value.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Ian_1616 Many thanks for your review so pleased you enjoyed your Grandsons wedding. Re the food that is really in the hands of the bride and groom we have quite an extensive range of menus for to choose from we can make suggestions but ultimately it is up to the B&G I'm glad that you found the team to be very good and really attentive Thanks again Clare

"Fab friendly hotel"

5
30/08/2017

We visited here for three nights to its close proximity to Alton towers. Absolutely nothing to complain about, hotel was clean, tidy. Staff were friendly and couldn't do enough for us. Breakfast was delicious and lots to choose from. There were 2 wedding functions on during our stay. Was a bit worried that it may be noisey but have to say we couldn't hear any noise from our room. Few issues with room window wouldn't close, shower holder was broken. I reposted these to reception and things were repaired the following day while we rate out at park. Unlike most family rooms the room seemed spacious due to kids in bunk beds which they enjoyed. Only downside was the fire alarm went off in middle of night which really startled us on waking up but this only seemed to be on a few seconds so we presumed it was a false alarm and went back to sleep Well done best western would definitely return

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi CatnJohn Thanks a million for the 5 star review its just great receiving such fab feedback. Please do come back and visit us soon Clare

"Not bad - nice pool"

4
30/08/2017

Great Location if you are visiting Alton Towers or Waterworld. The rooms are well appointed but the beds are not terribly comfortable and my mattress could have been replaced a while ago. Saving grace were the lovely friendly staff. The pool is fabulous although small and perhaps a bit overheated. No lifeguard on duty. Closed some mornings for lessons so check first.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for the great review, so pleased you had a great stay with us. Ive noted the comment re the mattress! Hopefully we'll see you all again soon Clare

"Disgusting!!!"

1
18/08/2017

I travel a lot and I have stayed at a lot of hotels.... this is by far my worst!!!! I checked in to Best Western Plus Stoke-On-Trent Moat House on the 18th of August and I was allocated room 418.... after a long trip, all I needed was a bath. To my disappointment, the plug in the bath was broken and the room was absolutely dirty.... in addition that, the reception was very bad and my internet connection was not connecting... I spoke to the lady at the reception and she moved me in to room 405.... this room was worst than the other! The lightening was bad, room looked dark, there was a big stain on the carpet by the bin, there was a bin stain on the bed, by the bedside table, the folded hand towel in the bathroom was very dirty!!! How could anyone have folded that and left it for someone else to use???? At 8pm, I called the reception to ask for a heater because the bedroom was freezing cold and I am pregnant... no heater was brought to my room. At 11:48pm, I had to go downstairs to the reception to ask for the heater again. The cooling temperature was also broken!!!!! I would never be staying at this hotel again. My worst stay ever

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh dear Linda E Were we really disgusting? We did try extremely hard to meet your needs. I am sorry there really are no excuses for poor customer service, be rest assured the relevant depts will sort these issues out. Re the internet we have a 24hr support line for all our guests sometimes it's the device and company settings that cause the inability to connect? It's a shame you have made the decision to never stay with us again and it doesn't really give us the opportunity to make amends. I do hope you have a happy and healthy pregnancy. Clare

"Nice Family Hotel"

5
17/08/2017

I went here to meet Family - Daughter lives here. This is very good Hotel. Bar in is just No great but the Restaurant serving Dinner and Breakfast services are excellent. We had family dinner here and service was excellent. Breakfast is well laid our Staff efficiency is High. Rooms are Nice , Not air-conditioned though. And time was in it was quite high temperature in Alsager. A Marriage Party added color to my stay and Mirth was great !

"Great place to stay on a budget"

5
15/08/2017

Nice hotel great service lovely breakfast no complaints room very clean and tidy. Comfy double bed with clean crispy sheet and a lovely choice of pillows. Nice and quiet on the 3rd floor I will be back for another stay

"A fine stay"

3
15/08/2017

We visited this hotel as a family with 2 children and a baby. Hotel was clean and in a good location- few restaurants about, shopping centre etc and waterpark next door however we didn't use this as we were using as a base for our alton towers trip. All staff were friendly and helpful. Pool was nice touch- clean and warm and changing rooms clean. Would of given the hotel more stars but there were a couple of issues for me. Breakfast was lovely- lots of choices and tasty and there is a kids play area too. However, we arrived at 9.15am to find nothing much left! No bread, milk, eggs etc and I had to ask the waitress to replenish this which she did happily, however i think this is something the hotel could be made aware of as breakfast is supposed to be until 10am so the food needs to be replenished quicker. Also, the mattress on the bed was quite uncomfy and springy. I had a cot provided but was very hard- no mattress but a hard base provided so couldn't let my baby sleep in it, which meant she slept in my bed which was quite uncomfortable as the bed wasn't very big! So if you are travelling with a baby or toddler bring your own travel cot! That aside, the kids loved the bunk beds and we still had an enjoyable stay and I would come again.

"family visit"

4
13/08/2017

Have just returned from a weekend at this hotel, had a great time, we were upgraded to the 4th floor which is adults only, so no screaming kids, the staff were wonderful, happy in their jobs and very attentive which showed by the way they spoke to you, the meal we had in the restaurant was divine and the buffet style breakfast was well presented and hot, Even though there were weddings happening you didn't feel over crowded by the guests as there is plenty of room for everyone, the facilities are wonderful. The hotel is situated near the dry ski slope, water world, there is a canal walk and parks close by, the city is about a 15-30 min walk away however this is all up hill but there is a bus stop right outside the hotel will definitely use again if back in area

"No wifi plus poor customer service "

2
09/08/2017

The ladies at front were kind, however the kitchen is quiet bad, meager requests such as heating up food were met with disgruntlement. The wifi in the room was faint to non existent to a point where I could not preform business duties from my booked room.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh my Kibo A This is not good! Many thanks for the review I'm sorry you feel this way. Re the Wifi did you let anyone know as it can be reset and we have a 24hr support line? Would be great if you could let me know which room you stayed in Many thanks Clare

"Could be better "

3
09/08/2017

Initially impressed by the look, Size and features, however I did feel it was let down by beds which looked like they had been made by my 10 year old, a very uneven mattress on our double bed which while soft enough gave me terrible back ache the next day, And the bathroom tho clean looked dirty with its half repaired tiling and stained grout. I think some modernising is needed to make it a really nice stay.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Del H Many thanks for the review so we didn't do so well. I've discussed your comments with the team. Please don't let this put you off staying again Thanks Clare

"Worst service I have ever experienced "

1
09/08/2017

I stayed here on the 7th August as I was attending Alton towers nearby, from the minute I walked in it was a disaster, upon check in I asked the lady at reception if there was a extra bed in the room which she confirmed and said yes I can see it all on the notes. arrived at the room and shock no bed! half the lights didn't work and could plug my charger in as the desk was in the way....great start! booked a table in the restaurant and it went even more down hill, ordered the chicken wings as starters and the came to me bright pink in the middle, told the manager Daniel I believe his name was there not cooked, and he simply just said oh sorry...no can I get your more or something else. And the child's buffet was a disgrace the pasta had been there god knows how long and just chips and chicken nuggets. the beget was over cooked and burnt. as the waitress brought the sauce to the table I said: thank you could I have some more ketchup up please, she didn't seem happy as she just threw it on the table and walked off, I mentioned all of these to Daniel the manager afterwards, and even after he knew what happened there was no apology no how was the rest of your meal....I even had to go up to the counter and asked to pay my bill and the had to go up again as know-one brought the card machine. This massively ruined our trip I had 2 starving children and staff who just seemed like they couldn't careless! I would like to speak to the general manager but they wouldn't give me there contact details!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh Dear Northy2500 What a review - thank you for being so honest I appreciate it. I understand from the team that 'didn't care' the lights just needed switching on in the room, we also tried to make amends by Daniel removing any dinner charge for that night and giving you some drinks vouchers in addition to the £20 deducted from your room rate? So we recognized things weren't quite right and did try to turn it around before you left Northy2500. I'm on annual leave from tomorrow, my Operations Manager is around if you would like to get in touch with him to discuss further please call 01782609988 and ask for Dan. Thanks again Clare

"Best Western Hotel in Stoke-on-Trent"

4
02/08/2017

In an area where there isn't a huge choice this is a well located good quality business hotel. The facilities and location also make it a popular choice for families. Generally very clean and tidy although ready for some modernisation.

"Perfect family hotel"

5
02/08/2017

Great place to stay.Clean spacious rooms,staff are friendly and nothing is a hassle! Food was great as was the service.Leisure facilities were great too. We stayed here while visiting Alton Towers (only 30mins away).I would highly recommend and will stay again.Prime location . Supermarket , Fuel station , shops and restaurants all nearby. Everything you need if you have kids and they need anything or if you forget anything for travelling.Breakfast was top class and the layout makes it easy for fussy kids like ours to make their own choices and be happy! Reception staff were terrific and we really enjoyed our 3 nights!

"Not too shabby"

4
01/08/2017

Best westerns in my experience are a hit or a miss, this one was a big hit. We liked it longtime. The breakfast was divine. The sound insulation to the gorgeous gardens could do with being addressed though. That was the only issue we had there.

"A bit dated"

3
30/07/2017

Very big and informal. Rooms are fine and there is lots of options to eat etc. The spa is a bit grim and needs updating. It is what it is, a massive chain hotel that needs updating. If you need a place to stay the night it's ok.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi dcolenso Many thanks for the review - I'm sorry our personality didn't pull us through this time. Pleased that you would recommend though. Do comeback and stay again Clare

"Good facilities"

4
30/07/2017

Stayed here whilst visiting Alton Towers - was about 30 mins drive away, which was fine. The hotel is located near lots of local restaurants and retail park and had free parking. Access to the pool was excellent and the breakfast was nice. Was great to have a family room with bunk beds rather than the usual "sofabed".

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for the great review, its lovely to receive such positive feedback. Please do come back and visit us again soon Clare

"Lovely hotel"

5
27/07/2017

We visited this hotel for one night and had a family room for 3. Only a put you up bed as the third bed which I ended up sleeping on as the children chose the 2 single beds! But it was comfy and I slept really well. The swimming pool was lovely and warm, there was a sauna, steam room and hot tub too but we didn't try these as they were adults only. The breakfast was buffet style and had a great selection. Really good food. There was free wifi in the rooms but it was a bit slow. Everything was clean and tidy- would definitely recommend it.

"Ok for one night stay..."

3
26/07/2017

Stayed for one night for work. Good location with proximity to motorway and plenty of parking (which is free - validate at reception on check in). Rooms are in need of updating but are clean at least. Convenient if you need to be in Stoke but otherwise there are better options elsewhere!

"Beware £100 parking fine in Best Western Hotel car park"

1
25/07/2017

I attended a function at the Best Western Plus Stoke on Trent Moat House on 8th July this year, to celebrate graduation of students that I teach at Keele Medical School. I parked in the hotel car park, and indeed had an enjoyable evening but there was delayed disappointment when I received a parking fine of £100 from Parking Eye, who manage the hotel car park. I presume that there was signage, which we didn't see, I don't know how evident the signs were as I have not gone back to check. It never occurred to me that a hotel would have to require guests at a function to pay for the privilege of parking, but that said I accept it was my mistake. However I feel aggrieved, particularly at the size of the fine, and particularly at Best Western rather than Parking Eye, whose job it is, lets face it, to catch and fine unsuspecting guests. So it will be the Hotel that suffers in reputation, but only from me and I suppose such a massive hotel chain won't be too bothered by that. I have paid the fine, which to be fair has been reduced to £60 for an early payment and also to be fair the Hotel facilities were very good, and but for the parking fiasco, we would return.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Familysummers What a shame you didn't contact the hotel we could have had the charged cancelled for you. The car park is managed by Parking Eye. Parking is free to all our guests you just need to enter your registration number into any of the terminals in the buildings. I am sorry this experience has sullied your otherwise great experience with us Clare

"Relaxing weekend stay"

5
25/07/2017

We stayed in the Moat House in early July 2017. Really top-notch experience, from check-in to check-out. This is a large but well-laid out hotel, excellent car parking, with nice entrance from the car park (unlike many back door entrances to other hotels) and good lift availability to reception. Helpful staff, easy to find our room on the 4th floor. The room was comfy, clean with everything as it should be. We ate in the restaurant, which was a nice relaxed atmosphere, with plenty of space and attentive service. There were 2 functions in the hotel, but everything was running smoothly, and no noise intrusion at all. Genuinely, I can't fault this hotel.

"Sad, sad hotel."

2
25/07/2017

I understand Stoke on Trent is a small town but I would expect chains like Best Western to uphold the standards they are known for. I was there on a short overnight business trip to visit a factory, the rooms are clean but the rest falls short. The wifi only works downstairs and my room had a broken a/c, since the windows barely open, the room temp was 26C during my stay. I had to call the engineer 3 times until finally he came over and said that the best thing they could do was to give mea couple of fans. The manager came and brought them with a few drink tickets for the bar, I have to say they were really nice people but I was expecting a faster response and perhaps a change of rooms. The breakfast is disorganized and messy. Food is oily and water was never to be found. I think they can improve a lot of things and make stays more comfortable.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh dear what a sad sad review - we certainly don't like sad guest sorry. To help me follow this up could you let me have your room number. If you are ever with us again we have a 24hr support line the our wifi so could have sorted any issues you were having. At the very least my team could have reset it for you. Hopefully we will see you again soon Clare

"Not the best"

3
18/07/2017

Compared to the amount you are paying, there are a few things lacking. State of the bathroom was below par. Also I left a beautiful sentimental infinity ring on the bedside table (I know this is were I left it because its a nightly routine). Called immediately after leaving to alert the hotel and mysteriously my ring had grown legs and could not be found. Which is quite disappointing. Food was okay, a little mediocre, but the breakfast host was super cheerful so I guess that was good. Although when you asked for something, be prepared to wait an age for it. Wifi didn't connect very well in the rooms and you cannot get reception in the hotel. Everytime I got a phone call, I'd have to go outside which isn't great when its raining.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi MerrylCM Many thanks for the review. I'm pleased you found Sam cheery and breakfast good what was it you asked for that took the time? re the wifi we've checked the transmitter and that is working fine sometimes devices cannot connect due to their setup or firewalls we have 24hr support for guests its a real shame we didn't know at the time we would have been able to help you. Mobile phone signal wise that depends on your network and their coverage usually we have no issues? Now on to your ring I really do take umbrage at your questioning of my teams honesty and integrity I understand that we contacted you to say the ring had been found and is being sent first class today? Melody thanks again for the review Clare

"Weekend get away "

3
16/07/2017

Arrived on Saturday and noticed that there were a couple of wedding parties here. Room is nice but bathroom could do with updating. Hotel is generally quite clean. Booked a spa treatment and it was like lying on a decorators pasting table. Booked a table in the restaurant for dinner. The main course of fillet steak was lovely however I waited 45 minutes for my dessert and gave up. The restaurant is under staffed. They do a children's buffet but there were some adults who were eating from it as well. After dinner we wanted somewhere quiet to relax and have a drink and a chat. The upstairs bar was hosting a wedding reception with a disco and the downstairs bar was over run with wedding guests and children running around. This isn't a problem as weddings are special events but the hotel seemed to fail it's " non wedding clients" so we ended up going back to our room at 8.30pm. On Sunday morning I tried to have a shower. Half way through the water stops. Seems there is an issue with the pressure. When the water starts again it's scalding hot. Also the air conditioning temperature control was broken. We have stayed in better Best Western hotels and better rooms than 405.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi allip1971 Many thanks for the review I'm sorry we didn't wow you it wasn't are intention not to! Ive taken your comments on board and the team are sorting the issues. Be great if you could give us another chance sometime Clare

"Dan was amazing, couldn't do enough to keep us happy nothing too much trouble!"

5
13/07/2017

Lovely rooms, staff friendly and helpful. Dan the customer manager was very helpful and sorted out any issues quickly. Dan is an asset to the company. Always has a smile on his face and takes time to come over and say hello. Matt behind the bar always made sure we were well looked after and happy. Definitely worth a stay xx

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Rotty3 What a great review - thank you. I've passed your comments on to Dan and Matt who are thrilled. Be great to see you again soon Clare

"10/10"

5
12/07/2017

This hotel is definetly the best hotel I have ever stayed in. The Powell Suite (where i stayed) has a great mixture of class and contemporary funishing. If i ever needed any help, Tracy on the reception would go above and beyond. She is a fine example of excellent customer service. The food was delicious and the waitering staff were very formal and polite. Definetly Recommend.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Bradley K Many thanks for the 10/10 review its great receiving such positive comments and that all important recommendation. Ill definitely pass on your comments especially to Tracey. Bradley please do come back and see us again soon Clare

"Best Western Stoke on Trent"

5
12/07/2017

I have stayed at this hotel a few times on business and always found it excellent the staff and the food is good and priced well My last visit was with my European colleagues and we all enjoyed the stay

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi R4985MXstevenm Thanks a million for the fab review its great receiving such positive comments. Please do come back and visit us soon Clare

"Fantatsic Hotel, Great Staff & Great Location"

5
12/07/2017

We have revisited this hotel many times. Staff are so friendly. Lovely walk on the grounds. Within a minutes walk to Festival park, swimming and cinema nearby. Great hotel to stay in for Alton Towers also. Beds are so comfy.

"Daniel saves the day"

3
10/07/2017

Despite agreeing in advance the Afternoon Tea Menu for My wife's Special Birthday Party,we disappointed on arrival at the table that our prior order had been ignored with virtually nothing we had arranged being served. Fortunately Daniel of the Restaurant staff took matters in hand and we were served our previously agreedorder. We were surprised to be supplied with only one plate for all the courses and only one knife to prepare the cutting of sandwiches and the scones with jam and cream. Only one spoon was provided for stirring tea, eating the lemon posset and serving the jam and cream. Hardly hygienic! Despite these shortcomings, we enjoyed a special Birthday Party! These remarks should be regarded as positive suggestions to enhance enjoyment, rather than carping criticism.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi John L Many thanks for your feedback - I'm so pleased you enjoyed your wife's special birthday Party. I've discussed the other points raised with Dan and my head chef as these are unacceptable. Hopefully we will see you again Clare

"Good location"

3
06/07/2017

Very pleased with the room, which was spacious and well equipped. Evening meal wasn't a highlight, I'm afraid. Couldn't eat my risotto which was like a tasteless rice pudding. Looked forward to breakfast, but by 9.00am the scrambled egg was rubbery and just a bit cold. Would have quite liked an alternative to sliced white bread too. However, the staff were lovely, if a bit understaffed at reception on our departure.

"Best hotel i have ever been too"

5
06/07/2017

Had my wedding here and found the whole experience wonderful. The staff are second to none. All very friendly and helpful. Loved my stay and would definitely recommend this hotel. Only problem i had was internet was slow logging on but it might have been the large amount of people trying to logon at the same time.

"Don't bother considering this hotel"

2
06/07/2017

The plush hotel entrance gives you the sense it will be mirrored throughout and the pictures of the rooms on their website look nice. All I can say is they must have chosen their best rooms, that is assuming they even exist in the hotel. On arrival in my room I was very disappointed. The carpet is thread bare and very loose around the area at the end of the bed. I couldn't get the air cooling system to work so I phoned down to reception and was told they would send someone to look at it. It was a very hot day and the room was stuffy plus the Windows barely open. I was going to go the bar for something to eat but decided to order room service to ensure I didn't miss maintenance to repair my air con. Let's just say the air con was never looked and I spent an uncomfortable night in a hot room with very little sleep, I ordered a steak sandwich for my dinner and the menu clearly states "our super sandwiches are served on thick sliced white farmhouse bread. What I actually got was slices of bread from a typical supermarket pack. The onion rings I ordered were supposed to be beer battered. They weren't and they were cold. The shower in the bathroom was almost impossible to turn to put the shower on. It's clearly so old it's gone a horrible yellow colour and the water has little or no pressure, which is pointless when trying to wash your hair. When turning off the shower I found it almost impossible to do. I have arthritis in both my hands and I had to use both hands to push the dial round to the off position. I shouldn't have had to do this. I wouldn't recommend this to hotel to anyone's!

"Lovely "

4
05/07/2017

Had a lovely stay at this hotel, the rooms are very spacious and air conditioned. The bathroom was also very nice and clean, plus the little shower gels smelt good. There's no need to bring your own hairdryer as they supply one that can be found in one of the draws as well as this extra pillows can be found in the wardrobe. Dinner was great although we did have to send the starter back since the portion was so tiny. Breakfast was also really good and there was a lot of options to choose from. The only thing is that the jacuzzi looks quite outdated as well as the steam room which felt very small and wasn't as clean as I would've liked.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi MeganRobs2000 Many thanks for your feedback its great to read that you had a lovely stay with us. I follow up on the leisure club points. Do come back and visit us again soon Clare

"Nice hotel"

4
04/07/2017

It is really a good hotel from Best Western. Location wise it is good, rooms are big in size, good parking place, excellent bar. Location is also very good of this hotel. Breakfast choice is little less but it is okay. I enjoyed my stay here.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
HI arindamdeb Many thanks for the great review, its just great receiving such positive comments. Please do come back and visit us again Clare

"Fine for a base"

3
28/06/2017

I stayed here with my husband for 2 nights as we were attending a wedding nearby and just needed a base. Communal areas were night and the room was clean. It was a little dated and the shower pressure was terrible, a trickle a best! I had to turn the other shower head on that was attached to the bath taps and use both to wash my hair. Bar was open late so we could get water when we arrived back from the wedding. There was a prom being held there the first night of our stay, so it took 20mins to get out the carpark. They need to look at the road system around the hotel so that guests aren't affected when there are events on at the hotel. Couldn't hear any noise from the prom the first night. Good location, near to plenty of shops, restaurants and supermarkets. It was absolutely fine for what we needed it for.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Rachel Many thanks for your feedback. Glad you found our public areas nice and clean. Re the shower could you let me know which room you stay in please so I can get the issue sorted. Many thanks Clare

"Lovely and clean but needs an upgrade"

3
28/06/2017

Hotel was lovely and clean. Beds were comfy. Staff were pleasant. Enjoyed the pool. Plenty of room for family. Rooms are showing age. There was mildew looking stains on grout, wallpaper peeling and carpets worn.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi winemyst Many thanks for your review, so pleased you found the hotel lovely and clean and that the beds comfy. Sorry about the other issues could you let me know which room you stayed in so I can get these sorted out Many thanks Clare

"has positives and negatives"

3
26/06/2017

do stay, fantastic location with excellent amunities close by. clean, friendly staff, non existant room service. can be little noisy, so if you have young kids..... free parking jdsajkdnsdnf sdfjnsdfj sadf dfasjdjdfnlsadj fn;sdf nsd; fsdjfnsdfnlsfneurhwep df sefdpo fsd fpsdio fpsiod fpweh fpweu hfpsdofs

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Amit_uk73 Many thanks for the review I think I get the gist of it we are in an excellent location with lots of things to do around us. We have a 24hr room service offer so unsure as to why it was nonexistent during your stay and free parking just remember to input your registration number in to the terminal at reception. Hopefully we will see you again soon Clare

"Brilliant stay for my daughters 8th birthday"

5
25/06/2017

Brilliant hotel stay for my daughters birthday. I called the hotel before our stay to ask if they could arrange a cake for my daughter in her room as a surprise. She was over the moon when they had bought her a big cake. Thank you so much to the staff for organising it for her. The rooms were spacious and clean and the facilities were very good. Would definitely recommend.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Casperball Thanks a million for the 5 star review its just brilliant receiving such positive feedback. I'm so pleased that you enjoyed your stay and your daughter had a great birthday. Thanks also for that all important recommendation - hope to see you soon Clare

"Come again soon! "

5
23/06/2017

When we arrived we parked easily and went in, we were greeted by a very friendly receptionist who explained how the car park works and quickly sorted us out with our room. She helped us pay for breakfast and had a nice chat to us about why we were staying in the area (which was to go to Alton Towers Resort) The room was wonderful. It was spacious, clean, had everything we could want. The bed was very comfortable too. We decided to go down to the bar before we went to sleep. There was some sort of function on, maybe a wedding? But that didn't interrupt our stay. The bar staff were polite and friendly, although we had to tell her what was a cider behind the bar. The bar had sofas which were very comfortable. Easily could of sat in the bar all night. They do 24 hour food in there too (or delivered to your room) After a great night sleep, we went to breakfast which was worth the money, the restaurant was spacious so we weren't cramped in and everything I had was yummy and there was lots of choice. When I go back to Alton Towers Resort, I would stay here again. It is only 20 minutes (ish) away after all!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Hayley G Thanks a million for the 5 star review its great to read how much you enjoyed your stay with us - you most definitely can 'come again soon' Clare

"Overnight."

4
21/06/2017

Lovely hotel, staff great and breakfast was very good. Bar was reasonably priced as well. Cannot comment on Leisure facilities as arrived late and left early. Very handy for water world next door!!!!!

"Great hotel, service & breakfast although room was pretty warm."

4
17/06/2017

Great hotel, service & breakfast. We had a family room & there was plenty of space for the four of us. We did find the room very hot & couldn't work the air conditioning properly so husband had a really poor nights sleep, which was a shame.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
HI Clarea857 Many thanks for the great review Its great receiving such positive comments. I'm sorry re the temperature in the room If you could let me know your room number - [email protected] I will look into the comfort cooling issue. Hopefully you will come and stay again Clare

"One of the worst hotels I have stayed in"

1
15/06/2017

When I found out this was a 4 star hotel, I was shocked. I travel around the world for business and I have to say that the Best Western Stoke-on-Trent is one of the worst hotels I have stayed in. I stayed at the Best Western Plus for 11 nights while visiting Stoke-on-Trent for business. These are the unpleasant circumstances I noted during my stay: * The automatic doors on the first floor are all broken so I had to push open 3 doors everytime I went to my room or left my room. * The carvery was not available on Tuesday, 13 June 2017, due to technical difficulties. I had to wait over 30min to get my breakfast and then for it to cool, making me late for work. On top of this, I did not get what I had ordered. * My company booked a family room with a double bed as preference through booking.com and I was given two single beds and bunk beds in my room. I had to sleep on a single bed for nearly 2 weeks and I am quite a tall person. When I queried this with reception I was told there is nothing they can do and next time my company must book directly through Best Western. * The carvery breakfast was soaked in oil and very unhealthy. They did not offer a healthier boiled egg option. * My room appeared to be cleaned in a rush as the bed was poorly made. * The hotel charges 3 pounds extra for room service and the food is overpriced as it is. * On checkout day, I phoned reception and asked if there were no new guests checking in my room today, would it be possible for me to check out at 2pm instead of 11am, as my flight back to South Africa was only at 9pm. She told me they charge 10 pounds per hour after checkout time which would be 30 pounds. This is standard, even if there is no new guest occupying my room on that day. I laughed and told her to nevermind. * The WiFi signal is very weak and keeps disconnecting, as an international guest I rely on the WiFi. This was very inconvenient and annoying. * The wall socket for plugs in my room (124) was lose and seemed rather dangerous. * The hotel room does not cater for business individuals, as there is no iron and ironing board in the cupboard. My work shirts were creased everyday and the price of the hotel laundry service is ridiculous. At breakfast I noticed a lot of guests stay here for business, so I found it rather odd that they don't cater for a large portion of their client base. Overall it was an unpleasant experience and I will think twice before staying at a Best Western hotel in the future.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh Dear Dayne Many thanks for your feedback really sorry you didn't have a great experience with us.... To help me follow up some of your points I could do with a little more information: Re the automatic doors do you mean the front doors as we don't have any on any other floors? re the carvery Tuesday unfortunately an element had blown - totally beyond our control so that morning we had to offer table service not ideal at all particularly when guests are expecting a quick service. I hope you found subsequent mornings good. Your booking via booking.com was for a double/twin - I have made a note on your profile that if you ever did stay with us again you are to have a double room. I've noted the comments re the breakfast carvery we do have a breakfast menu with lots of healthy options on including boiled and poached eggs. I will look into why you were not shown this in the 11 days you stayed with us. Re your request for late check out I feel that was unreasonable of us and am sorry we did not show any flexibility. Wifi issues I will look into this was all upgraded last year did you report it at the time we have a 24hr service that looks after our Wifi? We have Iron and boards available on request Dayne and we would have been more than happy for you to have on=e in your wardrobe for the duration of your stay. Its a real shame that we didn't know about the issues you had as we could have rectified most while you were still with us. Nonetheless we know about them now and will act accordingly. It would be great if you could give us another chance so we can show you just how good we can be. Thanks again Clare

"Lovely Room Fantastic Breakfast!!"

5
15/06/2017

Nice room comfy bed only downside for me was the bathroom as I nearly slipped in the shower so the room would benefit from a shower mat that's the only downside to my stay the rest was all perfect coming again soon!

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hijsav1969 Thanks a million for the 5 sitar review its great receiving such positive feedback. Ive noted your point re the bath mat thank you. We look forward to seeing you again soon Clare

"Very friendly staff, Restaurant needs some improvement"

4
14/06/2017

I was happy with how friendly and helpful the staff was. Also, everything was so clean and tidy. To be honest, the bed was not very comfortable. If you want to use the toiletries from your room (as I always like to try them), the shampoo isn't great (comparing to 3 star hotels I've been in). Also it doesn't specify if they're vegan friendly and cruelty free. The room was very pretty though, and very clean, including the bedsheets. The room didn't have any lingering smells, and was very well lit. The only thing I was very disappointed with was the restaurant's food choice. I wasn't planning on having diner at the hotel, so it was a spur of the moment thing. So I found that there were no vegan friendly meals, and when I asked the very friendly waitress, she wasn't able to inform me on what options there were. She did go talk to the chef, however. Another negative point on the meal was that I found it was overpriced for the quantity served. I've had more food choice, quantity and quality at a much lower price, at other restaurants. Overall, staying here wasn't all bad, but I wouldn't've liked to have stayed another night.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
HI MariaGriebeler Many thanks for the great review, and that in th emain you were very pleased with your stay. I have noted your comment re the toiletries and will investigate that with housekeeping and look at the toiletries we could offer - are there any particular hotel toiletries you have liked? Great point re the menu - we just putting our restaurant rebrand plans together this includes a new menu so I will have Chef look at adding Vegan options. Thanks again for your feedback. Please do come back and try out the new menu. Clare

"Visitors from Wales"

5
12/06/2017

This Saturday 10th June we turned up un-announced a day early due to a family emergency. Both Anne and Jane have been so helpful on this visit. Our booking was brought forward a night with no fuss. All the staff at The Moathouse have proved to be professional, friendly and helpful. Rooms are always bright and clean. Food and beverages are superb. No negatives at all. Always a pleasure to stop here.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
HI Jimand Yve Thanks a million for the 5 star review, its just great to read you had a fab stay - we love our 'visitors from Wales' I've passed on your comments to Jane and Ann who are thrilled. Hope all is well with the new arrival. Thanks again Clare

"Stayed 4 nights "

5
12/06/2017

4 star hotel took a party of 27 and every one had no complaints. I had the executive room on floor 4 room 401 every thing I needed was there and if it wasn't I only had to ask. Swimming pool sauna juccuzi and Jim at no ecstatic cost. Evening meals and breakfast help your self and if you wanted something different just ask because the staff are excellent always there to help and very friendly definitely go there again in fact we are organising another 4 days there.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Stuart F Thanks a million for the 5 star review I am so so pleased that you and your party had a great stay with us. We enjoyed having you to visit. Look forward to welcoming you back Clare

"Reasonably nice hotel but unfortunately the worst bed ever"

3
09/06/2017

Quite a nice hotel with lots of facilities and rooms and handy for Stoke city centre. Leisure facilities pretty decent, cannot comment on food as didn't eat there. However, the main point of a hotel is that you want a decent night's sleep and I certainly didn't on the 2 nights I stayed. Although huge, the bed was the most uncomfortable I have ever slept in and my back is still breaking. I spend a few days a week in Stoke at the moment and this was my first time at the hotel, but for this reason alone I think I will be going back to my original choice of hotel which has infinitely more comfier beds.

"A little dissappointed"

3
06/06/2017

I bought a voucher for this hotel as gift for my wife's birthday last year and booked the room in February. First impressions of the room was good, only to discover that the bed was extremely uncomfortable resulting in backache the following morning. I think we should of been informed, when I booked that there was a Robbie Williams Tribute Gala Dinner on the Friday (first night) we stayed. People were returning to their rooms between 12am and 2:30am, banging doors, which meant a disturbed night's sleep for us both. We both had a massage whilst we were at the hotel, getting the price from the Hotel's website, only to be told after our massage, by the privately run Health Spa, that these prices were out of date and it was going to cost us an extra £7 each. We argued this and did not pay the extra, so please check the cost if booking over the phone. We had a nice meal in the restaurant and the waitress was friendly and efficient. Buffet Breakfast was good, but very busy and there were a lot of people queuing to get a table as we were coming out. All in all, disappointing and probably won't be returning, potential to be a lot better, but as it stands I would call this a posh Butlins.

"Family visit"

4
02/06/2017

We stayed here as we were going to Alton towers for the weekend. Everything was to an excellent standard and the guest facilities were of the highest standard. Myself and my family would definitely stay here again

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Doreen954 Thanks a million for the great review and that all important recommendation. Please do come back and see us again soon Clare

"Not happy"

2
01/06/2017

Stayed here for a couple of nights for a wedding in early April and whilst the hotel was nice enough, the stay was spoiled by their charging us for apparently illegally parking in their car park, despite registering our vehicle at check-in. The rooms were fairly standard as one would expect for a chain hotel, neither good nor bad, though a 'family room' for three of us meant that a collapsable bed was brought in to a twin room. Which promptly collapsed. A week after our stay we were fined £60 for parking illegally, despite having given the car registration details when we signed in. What followed was at least half a dozen calls to the hotel reception requesting that they resolve the issue. Emailed a copy of the fine twice and was told on each call that it would be sorted out that day and that they would call back. They never did and no attempt was made to cancel the fine. We ended up paying the fine before it increased to £100. No reply nor apology was ever sent and I suspect that the hotel just expected us to give up and pay. This has definitely marred my experience of Best Western as a whole and I will be avoiding them in the future.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh dear Paul This doesn't read well I'm so sorry you didn't have a great stay with us and paid a parking fine? The car park is managed by Parking Eye we have terminals in reception and bar area for you to enter your vehicle details parking for all guest is free. I understand that you have contacted reception could you send me the details of your fine please and will investigate getting this refunded to you. [email protected] Many thanks for the review Clare

"Great spot to explore the best of Stoke"

4
29/05/2017

Comfortable hotel with fantastic service by the breakfast team. We had a small child with us and the room was nice and quiet too. Location is great to cycle by the canal, grab a meal at the marina pub and then a play at Water world.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Thanks a million for the great review its lovely receiving such positive comments. Please do come back and see us again soon Clare

"Family, friendly first class"

5
29/05/2017

Visited hotel during visit to monkey forest in Trentham which is only 10mins drive away on bank holiday Sunday. On arrival found large car park free to residents of hotel, make sure to register at reception. Check in was quick and friendly. We had family room 202 which turned out to be clean,spacious. Double and single for our 3year old grandson. Bathroom had bath and shower and this was spacious. 1st class room. We unpacked and visited the leisure pool. Very clean and great fun for grandson. We ate out in the night as frankie bennys 5mins walk. Had drink later back in hotel in outside patio,heaven. Good night sleep then up for delicious breakfast. Plenty of choice. Got to mention reception staff who were 1st class in there service. In fact everyone in hotel were very friendly. Overall this hotel must rate in 1 of the best we have stayed in. Big thanks for making our weekend away fabulous and will definitely stay here again.

"Lovely Hotel in An Ideal Location"

5
27/05/2017

Needed to find a hotel conveniant for KIngs Hall in Stoke. My daughter was taking part in the UK Latin Dance Championships so we needed somewhere local as the days can be long. The hotel was well kept mixing both modern and older features together. The staff were very friendly and the room was easily big enough for my wife, my daugher and myself. The excellent power shower in the room was fantastic for waking you up first thing in the morning. The breakfast was a typcial buffet however there was plenty of it and it was all good. Already looking to book the same hotel again for next years competition.

"Conference"

4
26/05/2017

Attended for a day long conference. Venue is easy to find and well located near the A53. Lots of parking but has the dreaded 'parking eye' system so be very careful. Staff were pleasant and helpful (apart from an autocratic lady doing the lunch who ordered us to queue a certain way like we were imbeciles and was not happy when asked to bring another desert as one had run out) and the hot buffet food was very good - can recommend the chilli and rice. Part of the hotel is in Etruria Hall, a Grade II listed house and former home of the potter Josiah Wedgwood, which was interesting to see. The ball room was a lovely big space and the air con was welcome on one of the hottest days of the year. Pleasant all round and I would consider for an overnight stay if back in the area.

"Overnight Business Stay"

5
22/05/2017

I stayed at the hotel recently on business and found the hotel clean and pleasant. The staff were very helpful, the breakfast choice good. The gym although a little limited had good facilities and if you fancied a swim there was also a small pool. If you need to stay at Stoke I would recommend staying here.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi BossiRossi Thanks a million for the 5 star review and the recommendation. Look forward to welcoming you back Clare

"Bad night sleep"

3
21/05/2017

Lovely hotel and staff. The hotel was clean and couldn't complain until we went to bed. The mattress had a big dip in the middle which made it very uncomfortable. When speaking to staff about the mattress they offered us free drinks if we stopped there again. For now im going home to sleep ...bit of a shame after staying in a hotel is meant to be a good nights sleep.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Oh Dear Many thanks for the review - this isn't good particularly as we are in the business of selling sleep. I am pleased you found the hotel and team lovely. Not sure if you will be visiting the area again if you are please do get in touch and we can sort something out for you. Clare

"Business stay"

3
18/05/2017

Stayed for 2 nights in this hotel. The rooms are clean but dated. The carpet in my room had a big stains , it does need a face lift. The bed is comfortable. The breakfast is good with a lot of choices. The gym is well equipped. Overall the hotel was okay.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Elizabeth J Many thanks for the Okay review. I've noted your comments and will action. I'm so please you found Breakfsat good and the gym. Please do come back and visit again soon Clare

"spa break."

5
18/05/2017

Beautiful clean and friendly hotel. Food in restaurant was good and prices ok, room was spacious and clean. Staff very helpful and friendly. spa treatments were great and gym, pool and hot tub very clean and tidy. Everything you need for a great wk end break. Will be making a second spa break here.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi june g Thanks a million for the 5 star review - its great to receive such positive comments. Do come back and visit again soon Clare

"A modern well equipped chain hotel , if a little dated ."

3
15/05/2017

This is a modern well equipped chain hotel if a little dated , located near a very large off centre shopping & leisure complex , ticks all the boxes you look for in hotel @ this price range , adequate bedrooms , plenty of sitting areas , free parking , reasonable breakfast , nothing special , but adequate

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi ATW1946 Many thanks for the review not sure. I like being described as adequate, I would hope that even though perceived to be a little dated we were better than adequate. We will endeavor to work on that. Anything you feel we should work on as a priority would be helpful. thanks again Clare

"Nice property and location"

5
15/05/2017

I spent several nights here while my child checked out nearby Keele University. I enjoyed the public space for relaxing when my child needed private time in the room. The health club is excellent by hotel standards. The room was large and spacious, with lots of room for both of us. Parking was free and convenient. the canal nearby was terrific for running. All in all an excellent value.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Lisa H Thanks a million for the 5 star review its great to receive such positive feedback. I'm so pleased you had a great stay with us. Hopefully Keele was the right Uni and we'll be able to welcome you back in the near future. thanks again Clare

"Good location"

3
12/05/2017

This is proberly the best hotel hotel in Stoke , but that isn't saying much everywhere else are pretty dire and I think they know that so the service is very much take it or leave it . The hotel overall is very dated and could do with a good revamp , but people still come and stay and pay the top price in Stoke ,so they is no incentive to invest anymore in it .

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Robin S Many thanks for your review it's great receiving feedback. We have some great hotels in Stoke - Premier in Holiday Inn and Holiday Inn Express thank you for choosing to stay with us. Whilst you could say some areas of hotel decor could do with a revamp I hope that the hotel personality, service and cleanliness out shone this. Thanks again and look forward to seeing you again soon Clare

"All in all, had a great time and would return..."

4
10/05/2017

We enjoyed our three night stay. Booked a family room for three people. Reception, location and parking - Easy to find from the motorway. Good location for restaurant and cinema/bowling etc. Wouldn't want to be any closer to the main town. Its a quiet and friendlier environment on the outskirts, but still has plenty to do. Parking was never a problem at the hotel, although it does fill up fast. Receptionist was helpful and friendly. Easy to enter car reg into the computer. No fuss no hassle. Lobby was lovely and stylish. The lemon/lime infused water by the lifts was a great touch too. Yum. Room - Our room was recently refurbished. We could tell the whole first floor was being done because the paint fumes were strong in the hallway. The decor was modern and appealing. Room was spacious enough for three people. Certainly no more than three. Big wardrobe, plenty of draws to put all your clothes away. A secure safe in the wardrobe as well. Always a welcome touch. Room was very clean and well maintained. Beds were very comfy and clean. Great nights sleep on all occasions. Air con was also a great touch because it did get hot at night. WiFi was quick and easy to connect too. Bathroom was big enough. Had a bath and shower combo, which I personally always like. Shower pressure was great. Water temp perfect. Free toiletries included. The only thing that needs a change is the cheap toilet seat. I was staying with two boys and both moaned that the seat wouldn't stay up. It was also broken at the hinges so when you sat on it, it would wobble. Toilet roll holder also in the wrong place. You had to swivel around to reach it. Poor design. Swimming pool was lovely. Possibly the warmest one i've been in in a hotel and one of the cleanest. No grime. The hot tub was a little too hot for me, but, everyone has different preferences. I couldn't stay in it for longer than 10 mins. Didn't personally go in sauna or steam room but my partner said they were both great. Changing rooms were clean and spacious with plenty of showers, cubicles, clothes hooks and lockers. Towels provided at the gym reception. No hassle and no fuss to sign in the book. One little niggle for us was the fact their were three of us staying in the room but only two cups, glasses etc provided. We reported this issue each day to reception. Said they would inform housekeeping etc etc. Nothing every happened. Quite sure they don't take requests seriously or pass on information. It doesn't seem much but it added frustration when we would come back from a long day, wanting to relax and have a cuppa, then have to wander down to reception, ask, wait (sometimes quite a while) and then ask them again if this issue could be sorted for the next day... Never was. We didn't eat at the hotel or use the gym. All in all we did have a great time and would return.

"Good enough for the money"

3
08/05/2017

Average standard. Outside looks good. Inside it is outdated and someone should give this place some love as it is little worn down. Staff service minded and help full. The room always clean. Gym and pool outdated and could benefit of some renovation and upgrading of fitness machines. Treadmill, stepping machines and various bikes. Basic gym equipment and weights. Little tight space and uncomfortable to do your own strength training and stretching. I like to keep some distance to other people's sweaty bodies and do not like doing my routines so close. Feel little exposed. Restaurant ok. Variating standard of food. Not always the same thing you get when ordering from same menus. E.g. Ordered a bruschetta with tomato and mozzarella. Got a bread with melted cheddar and 2 tomatoes on the side with a sprinkle of balsamic. Has been the same menu for room service for the last year. Breakfast is quite British would like to see a wider range of healthy options. Short walk to restaurants and shops, cinemas next door. Best options in the area if you are in need of gym. I am here at a regular basis. Would say it is ok standard for the price in the district. Be aware that if you do not like stairs or have difficulties walking or cart you're luggage, make sure you get a room in the main building floor 2 and higher. All rooms in main building, 1. floor is up 1. floor without elevator. Rooms below 1 are on the back side through a lot of corridors and steps.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Many thanks for the review. Its great receiving feedback. We love the place and do try to keep on top of areas in house. You'll be pleased to know that the menu is changing we are in the process of asking our guests what they would like so if you would like some in put please let me know. Thanks again Clare

"Everything we wanted"

4
08/05/2017

The hotel is easy to find. The room was large and clean, the bed was very comfortable (firm). The hotel itself has a large restaurant and also serves food in the bar until late. I think there was a weekend event on, so lots of people were there and this made the whole place lively. All in all, it was everything we needed for a one night stay in Stoke. If you are coming to visit Doulton etc, this is right in Etruria, so is very handy for all of it.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Simon P Many thanks for the great review, its great receiving feedback. Plesae do come and visit us again soon Clare

"Rooms in need of refurb, hotel looks tired"

3
07/05/2017

Stayed here the family after visiting Alton Towers during the day. The lobby is nice and welcoming and the staff on the desk were helpful when I was checking in. On route to my room though, the walls, carpets and doors all look well used with some fixtures broken/missing. Getting the the room was easy enough though however the "run down" look continued inside. The room was clean although you could see that it's best years were behind it. It had been repainted at some point however the quality of the painting left much to be desired and was very slap dash (see pictutes). I didn't realise just how bad the paint work was until I was laying on the bed and saw the old colour behind the hanging pictures. The bath tub had mould staining around the tiling and the toilet seat either didn't fit the toilet or was not attached properly. As a family room, it was fairly small and there wasn't much floor space not occupied by a piece of furniture. There was also a bulb missing from one of the lamps and a lack of plug sockets for chargers (a family of 4 carries a lot of electronic devices that need charging) and I ended up charging my phone off of the Tv's USB point. The beds were very comfy though and despite there being a wedding event taking place (hotels need to make money after all), we were all able to get a decent nights sleep. In the morning, we went down to have breakfast and were served quickly. There was a good selection of food on offer and the what was there was well stocked. We got a high chair for our son which like much of the hotel, was past it's prime and really should have been replaced. When we opened it, flies started crawling out of it (no kidding, small flies that normally hang around damp areas started crawling out of it). The host who had come over to clean the high chair off squished one or two of the flies they found but they kept coming so we put the high chair back where we found it. After breakfast, we decided to use the hotels leisure facilities. The pool although small was nicely heated and clean. There was a small Jacuzzi and 2 sauna rooms attached to the pool area and next door there was a fairly well kitted out gym. The family changing facilities are a bit gloomy though and double up as the disabled toilets which once again, could use a refurb. The overall experience although comfortable, left us a little disappointed as the hotel is in a run down state. I get that you have to "sweat the assets" to makengood on an investment but some areas of this hotel are past the point of usable service life. Our room was priced for the budget market and so I didn't go in expecting wonders. However, competitors such as Premier inn offer a vastly improved experience for the same price.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Andy W What a detailed review thank you I seem to have everything except the room number you stayed in? You make some very valid points all of which I will discuss with the team and implement the necessary corrective measures. thanks again for the review Clare

"Lovely"

4
04/05/2017

Beautiful hotel, wonderful staff. Our room was amazing, this was booked as a surprise for me by my boyfriend and I think he did well! The food was lovely. We couldn't have asked for more. Would definitely recommend.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Kimberley12395 Many thanks for the great review. Its great receiving such positive feedback and of course that recommendation. Look forward to welcoming you back some time Clare

"Clean & Comfy"

4
03/05/2017

Near the office so ideal. Lots of amenities. Rooms always clean and pleasant enough. My only grumble is that the bar is always freezing, yet their wine is never chilled enough. The restaurant is OK... selection as you'd expect and the quality so so. Not very reasonable for what you get. Example tonight: Cajun Chicken Burger, side of Slaw, Glass of Wine = £25. Breakfast buffet average - stay clear of the watery scrambled eggs. Other than that, the beds are comfy and it's quiet. One of the better hotels in the area. I'm a regular now.

"Baha'i National Convention"

5
02/05/2017

My wife and I were two of the several hundred Baha'is from all over the UK attending our National Convention from 29 April to 1 May. Over the years I have experienced many different hotels and venues and I can say that was one of the best. The hotel is well located, the rooms are comfortable and clean, with plenty of space and great beds. The food is excellent. And, perhaps most importantly, the staff are very friendly and very helpful. The hotel building adjoins historic Etruria Hall, formerly the home of Josiah Wedgwood, famous for his pottery and his sponsorship of canal building to transport his wares smoothly and safely to customers.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review. it is great receiving such positive feedback. We really enjoyed hosting the Convention and hop to see you again next year. Thanks again Clare

"Perfect for short stay...."

4
01/05/2017

We stay for one night, clean, good staff, but the decor is back on the 90's... The reception was very good on informations about the potteries around the town and outside.Good , easy located hotel, restaurant has a good food, good price, has Elemis spa.

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Thanks a million for the great review so pleased you had a great stay with us

"Moat House, Stoke on Trent"

5
29/04/2017

Excellent place to stay. Superb value food. Very efficient Taxi calling device - you just press a button on Reception Desk and you aregiven a booking number, told time of arrival, name of firm and make & number of car! Very warm swimming pool

Traveller3737, General Manager at Best Western Plus Stoke-On-Trent Moat House, responded to this review
Hi Dorothy O Thanks a million for the 5 star review its great receiving such positive feedback Hopefully see you again soon Clare

"Good for Groups"

5
27/04/2017

We stayed here for 3 nights whilst on a WI coaching holiday to the area. The hotel was clean, comfortable and very accommodating with friendly staff in all areas that we visited. Being on a group booking we had set dinner menus giving a good selection of starters, and desserts and choices of meat, fish and vegetarian main courses with a large selection of vegetables. Apart from any meat joints for carving the accompaniments were on a self-service basis. Breakfast was also everything you would expect from a well organised establishment. If I have one criticism it was that, although having a good selection of lagers, they only had one draught beer namely John Smiths which I considered expensive at £4 per pint; also Guinness from cans to me is sacrilege when in a bar. I'm sure no reader will be put off by my meagre criticism as, suffice to say, it's a place that I would be very happy to stay at again when visiting the area.

"Large Hotel with good facilities"

4
23/04/2017

Spent one night here for a trip to the World of Wedgwood a few miles away. It is a large hotel with many facilities. The breakfast was standard but ok. We were surprised to find that having booked a double room, we got a twin room with an extra bunk bed which took up much of the floor space. But the room was comfortable and quiet. Be aware that in order to benefit from the free parking for hotel guests, you need to put your car numberplate into a device by reception, not in the pay stations at the car park.

"Nothing is too much troubke"

5
23/04/2017

Came here for a two night stay while we went to a show at the Regent Theatre, the staff were brilliant, from reception to the bar (special mention to Matthew who even went off to get a new box of Prosecco glasses for us), room service spot on for a late night snack & breakfast treat Sunday morning. Room clean & tidy. We went into Hanley for food / drinks and again the staff in the two cafes we went too were lovely & helpful

"Alton towers"

5
19/04/2017

it is a amazing hotel, the one down point is no jumping in the pool ! great buffet in the morning i loved it was a great , but there is a very quick accessible way to Alton towers and ski dome near it's good for 10 to 55 year olds

Traveller3737, General Manager at Best Western Plus Stoke on Trent Moat House, responded to this review
Hi BG50 Thanks a million for the 5 star review its great to receive such positive feedback. I am sorry you couldn't jump in the pool though! hopefully see you again soon Clare

"Stay here to visit Alton Towers"

5
19/04/2017

We stayed here for two nights with three children to visit Alton Towers as we needed a less expensive option than staying at the park. The hotel is well placed, clean and friendly. We ate at the restaurant both evenings and were happy with the food. The free meals for the children also meant it was very reasonably priced. Staff of note were Kristy (who even managed to entertain our kids with activities during mealtimes) and Emily who was our waitress. The small children's area was a bonus at breakfast to allow the adults a bit longer to enjoy a very good meal. Parking is also free you just need to register at reception. I'd certainly stay here again.

Traveller3737, General Manager at Best Western Plus Stoke on Trent Moat House, responded to this review
Hi Jonathan b Thanks a million for the 5 star review its great to receive such positive feedback. I have passed your comments on to Kristy and Emily who are thrilled. Hopefully we will see you all again soon Clare

"Nice clean hotel "

5
18/04/2017

Stayed here for one night on a business trip! Reception staff very welcoming, rooms are spacious, clean and come with a very large comfy bed! Breakfast is of a high standard, lots on offer! Great stay!

"Central modern hotel with parking and pool."

3
18/04/2017

Arrival is nothing extraordinary, Friendly receptionist points me to baggage trolley and advises car park around back with more convenient entrance. Car park spaces tight. Lift to room ok. Room ok, Only two of us, so would have been better without bunk beds in corner, but no choice when booked. No view to mention. Aircon fan noisy and not particularly efficient. Pool/gym staff too busy talking and continued after we'd made eye contact, Had to ask for help. Pool changing room cool, but actual pool room and pool itself were very warm. Pool not refreshing at all, far too hot, even after steam room! Receptionist booked us a taxi promptly. Back at room, slept ok and checkout ok. Can't comment on food.

"Alton Towers base"

5
17/04/2017

Good, comfy family room for 5. Excellent value which included breakfast (usually have to book 2 rooms for the 5 of us) Approx 30-40mins to Alton Towers depending on traffic. Very helpful staff who gave us advice on best route. Breakfast was fresh and hot, better than a lot of buffets we've had! Would definitely return on our next visit to Alton Towers.

"Don't be fooled by the photos"

2
13/04/2017

I booked this hotel because it looked like an old country house. I could not have been more wrong. We were in the adjoining building in what seems to be a kind of industrial/ retail park. The Entertainment area next to the hotel is very run down and we were the only people in the ODEON which was very strange. The service at this hotel is quiet terrible, the checking in process took for ever because the receptionist was confused by someone called David checking in as Dave! The spa was out of order, when I asked how long I was told to go and ask the "girl" myself. The Cleaner barged into our room holding the 'Do not Disturb' sign from our door in her hand and saying she had not seen it. We waited to be seated at breakfast for nearly 10 minutes before eventually going to find someone ourselves. We had barely sat down when they started taking the bleak remains of the breakfast away. I rang for a copy of my bill and was assured it would be done by the end of the day, which of course it wasn't and I had to ring again. The staff are not rude they are just very busy running a hotel and being a guest there feels like you are an inconvenience.

"Alton towers trip"

5
11/04/2017

Stayed here for 2 nights family of 4 for an Alton towers trip. Hotel is about 25 mins away so not too bad. Fabulous hotel would love to go back. Great room very comfortable, food was lovely, staff were also lovely. Bowling cinema and swimming right beside hotel. Ideal would recommend to families.

"I was really impressed"

5
07/04/2017

Not overly fancy, but I really enjoyed my stay here. The staff couldn't have been more friendly and obliging, the room was comfortable and clean, the wifi free and of adequate speed, and the night I stayed the restaurant had a carvery which makes a change from the usual hotel grub. Parking easy as well.

Traveller3737, General Manager at Best Western Plus Stoke on Trent Moat House, responded to this review
Hi David J Thanks a million for the 5 star review its great to receive such positive feedback - I have passed your comments on to the team and look forward to you visiting us again soon. Clare

"nice hotel shame about the bonkers name and poorly staffed reception area"

3
03/04/2017

trying to work out if this was the same hotel as i stayed at last time, had to google it 3 times to make sure - why because of the bonkers name change!!!! and trying to check in and check out- their consoles were not working, you had to go to the other end to pay as the only one card reader was working my wife is disabled - these performances were upsetting and embarrassing for her checking in / out while I'm trying to load / unload the vehicle other staff competent and capable but reception let down by unreliable or plain broken equipment - just not acceptable for even a one star hotel

Traveller3737, General Manager at Best Western Plus Stoke on Trent Moat House, responded to this review
Hi Andy m Many thanks for the review sorry you feel we have a bonkers name and poorly staffed reception. Not sure about the name comment we are Best Western Plus Stoke on Trent Moat House. I think some trials have been down to put City Centre in the name and Hanley but we have ultimately remained the same. Re reception the reason only one card machine was working was due to the phone lines being down the only way we could dial out was by pluging a phone into the other card machine connection - not ideal at all sorry and not our usual way of doing things. I hope this wont put you off staying again Clare

"one of the best places for me"

5
29/03/2017

Have staid twice at this hotel, and both experiences were pretty nice: very friendly staff, clean rooms, nice service and food. Good selection of buffet style breakfast and nice and quiet location: there is a water world just to the left from the hotel, and nice selection of shops and restaurants nearby. In 15 minutes walk approach there is a cinema world and the Potteries mall. Liked this place and would gladly stay there again.

Traveller3737, General Manager at Best Western Plus Stoke on Trent Moat House, responded to this review
Hi Gleb A Thanks a million for the 5 star review I'm really pleased you had a good experience with us. Its also great to receive such positive comments. Looking forward to welcoming you back soon Clare

"Let down by poor function food and organisation"

2
28/03/2017

Hotel rooms and breakfast fine, but the food they provided for a function was very poor and organisation was dreadful. They didn't have many wines and what they had was warm. Okay hotel let down by poor management!!! Luckily the family event overcame these hurdles and was very enjoyable.

Traveller3737, General Manager at Best Western Plus Stoke on Trent Moat House, responded to this review
Hi Paulmalm Many thanks for the review I'm so sorry you didn't have a great time with us. I've taken your comments on board and the team have assured me that this will never happen again. I am pleased that you found the rooms and breakfast fine thanks again Clare

"Not really a 4 star?"

3
27/11/2016

Our experience was not an good one definitely not a 4 star hotel ... Maybe 4stat pub everything is basic and disappointing. Reception staff don't answer the phone; restaurant stuff confrontational when asked for a pot of tea.

"Comfortable and pleasurable stay at Stoke"

4
24/11/2016

Really enjoyed a very restful and comfortable stay at this hotel after a long drive and for an early start the next day. The breakfast is something to write home about in terms of quality spread and the lovely lady who looks after you the first thing in the morning at breakfast.

"Good get together place"

4
18/11/2016

We have brought a family group to this hotel for 2 consecutive years and have enjoyed our visits. Laura, the Booking Manager, is excellent - courteous, friendly and efficient, trying her utmost to make the arrangement best suited to her client. Should any slight misunderstanding arise, she spots and corrects it immediately. In general, this hotel is very fortunate in its staff. The Restaurant manager, Christy, did everything in her power to ensure that the evening was a success. Following our meal I noticed that a group of tables and chairs in the lounge had been reserved for our party - so thoughtful since I had forgotten to mention this. Reception staff were without exception polite and efficient, and almost all were also very welcoming and friendly. Those Housekeeping staff whom we met were also friendly and obliging. The staff training in this hotel is clearly most effective. Rooms were clean, warm and satisfactorily equipped, and everyone enjoyed using the swimming pool and gym. For dinner, our party chose from both the set menu and the a la carte version. We did not feel that the A la carte version was as varied and interesting as was last year's. No-one complained about their choice, but the response was certainly much more muted than last year's universal acclaim. The Superfood salad wasn't felt to have been a good choice. Amongst the 'sides' there was no side salad: the only salad generally on offer was the 'House salad' @ £8.95 - great for sharing, but for 1 person? Whereas generally main course meat or fish dishes have potato variants automatically included, this year they included only garnishes and each other element had to be chosen and added : I did not find this an improvement. Breakfast however was excellent and very much appreciated by everyone - no possible fault to be found. A very enjoyable stay.

"Night"

5
15/11/2016

Great friendly place Booked a meal menu for a group of 49 people from our walk group amazing meal all the group enjoyed it, staff was all very helpful and obliging thanks to all at the hotel for making our end of day special

Traveller3737, General Manager at BEST WESTERN PLUS Stoke-On-Trent Hanley Moat House Hotel, responded to this review
Hi Thanks a million for the 5 star review its great to receive just fab feedback see you all again soon Clare

"Family get together"

4
14/11/2016

Stayed at this hotel for a family get together,lovely comfy rooms very clean and staff very friendly,breakfast very enjoyable and plenty of choice,no problem with parking and a perfect base to get around and see the area

Traveller3737, General Manager at BEST WESTERN PLUS Stoke-On-Trent Hanley Moat House Hotel, responded to this review
Hi Tinamolloy2 Many thanks for the great review so pleased you had a fab family get together. See you all again soon Clare

"Good experience"

4
11/11/2016

A good hotel with very good health Club and Spa. Check in was slick and fast and the rooms were well furnished .The very soft bed could be improved on. The health club was well equipped and with the indoor pool was excellent for a weekend stay. The hotel is well placed to explore the area and the restaurant was excellent.

"Wonderful family break"

5
07/11/2016

Stayed here for a night en route to the theme park and we were very very impressed. Huge hotel, ample parking and everywhere very clean. The room was nice and big, with a king size (I think), a single and the requested travel cot all fitting in nicely. The beds were nice and soft with good quality pillows. The bathroom was lovely with very hot water for a bath, and a nice powerful shower head on the taps. Didn't use the overhead shower. Plenty of complimentary toiletries and tea, coffee and biscuits. There was a hair dryer, iron and ironing board in the room, and a nice little addition of a stand for your suitcase. Had a wardrobe, vanity unit with the tv on, and a little table with two bucket type chairs. Nice and quiet too ... Didn't hear a peep all night. Staff were helpful and attentive. Checked us in early, and gave directions to the local area. Would really recommend the farmhouse Inn nearby if you want to eat out, it was amazing! Booking included free access to the leisure facilities. We all used the swimming pool, and the adults used the jacuzzi and steam room. Lovely and clean with nice changing rooms. Complimentary swim towels were a nice touch which we didn't expect. Free hot drinks too I believe. My sister and I had a massage in the spa, which was amazing and so reasonably priced. Definitely recommend the hot stone massage ... maybe coupled with a dip in the jacuzzi. Breakfast was delicious. Nice and hot when we went down around 9 am on Saturday morning. Lovely selection. Overall this was one of the best hotels I've ever stayed in, and would definitely recommend 100%. Literally the only negative thing I can think of is the disabled access to the restaurant wasn't obvious, and we would have struggled to get wheelchair in to there. I'm sure they must have had access though had we asked.

"Best hotel we've stayed in for a long time"

5
06/11/2016

Best hotel we've stayed in for a long time. Very helpful and friendly staff. Leisure club and pool area good. Breakfast is well stocked and staff helpful. Plenty of parking. WiFi is good and strong.....

"Awesome Breakfast!"

5
31/10/2016

Had breakfast here last Christmas, while helping out with promo video for Stoke Panto... amazing! Fantastic staff, very attentive, and polite. Food was great too, will definitely be returning whenever i'm next in Stoke!

"Overall Good Hotel"

4
30/10/2016

Overall Good Rooms, Bar, Breakfast. we stay on a weekly and only encounter a few staff members who lack customer service experience and manners. The hotel would benefit from focusing on the attentional to the detail.

"Best Western Moat House"

5
30/10/2016

The Best Western Moat House is an excellent Hotel in Stoke, easy to get to from the motorway if heading North or South off the M6. The food is Great with a Buffet breakfast all you could eat, Full English or continental. The rooms are well set out with all you could wish for, including robes and safety deposit boxes in the room. Very comfortable beds, Massive car park.This hotel is now the place we would use time after time.

"Great Place"

5
27/10/2016

We stayed here for a wedding a couple of weeks ago. This is a really nice place. The staff are very professional and helpful. The food was great too! I highly recommend this hotel if you are in the area.

"A quick and expensivce drink at a wedding fair"

3
26/10/2016

Went on an October Sunday afternoon to watch our daughter modelling wedding gowns at a wedding fair. Thought a quick drink before the show was in order, but an almost £11 bill for a glass of house wine and a small bottle of Peroni beer was a bit of a shocker. There was plenty of space within the hotel for the wedding fair, and registering the car details avoided the default huge car park fees. The fire alarm went off, and, apparently nobody at the hotel knew what to do, as it was left to the event organiser, rather belateldly, to ask those present to leave and assemble outside. It turned out to be a false alarm of some kind, as we were asked to return before we'd even got to the exit. But not a great demonstration of how it should be done.

"Decent Hotel in good location"

4
25/10/2016

Stayed here for a family reunion and chose the location for ease of travel for everyone. The hotel was very busy due to a sports function which meant the bar was crowded and difficult to get a drink. The restaurant however was very quiet and the food and service were good. Rooms were very comfortable and quiet.

"Grubby and tired."

2
24/10/2016

If, like our group, when you arrive you will be given a nice welcome by the people in reception and you will find your towels are nice and fluffy. I'm afraid that's about it. The place is very tired and grubby. You'll have to ask for a table to be wiped before you can sit at the bar. Drinks are horrendously overpriced even by hotel standards - £26 for a bottle of Prosecco. The food is okay but the worst thing is the unexplained grubby patches on carpets, shower curtains etc in the rooms. The toilets in reception don't seem to be cleaned or monitored and are often disgusting and all public doors are covered in grubby fingers prints. The whole place makes you feel as if you don't want to touch anything. Having said that we had an excellent visit, despite the Moat House. The countryside away from the town centre is stunning and there many excellent places to visit.

"An experience!"

3
23/10/2016

This hotel is a combination between old and new. The history around it is special! A great thanks to the staff at reception! Super friendly! Restaurant is too slow. A long wait for food, even when pre-ordened'. Service at the bar needs some improvement as does the room. Not very clean...BUT the bed was super comfy! I wonder....WHY...would they put guests that are there on a business meeting above the conference rooms that are used for the wedding parties??? Seriously? I was doing the 'maccarena' from my bed! Why not put the guests from the wedding party in those rooms! At least...if you do this...let me join the wedding party!!!! But...I will remember what was excellent and that was the lady and men from reception! Great job done!

"This is a very good hotel."

5
18/10/2016

Really nice hotel, a cut above your basic place. Really comfortable bedroom, nice bar meals, seriously tip-top breakfast - the full works, and if you've never had a Staffordshire oatcake - well you should. Swimming pool & sauna a nice extra. We were a family with teenage and young kids, we all loved it - looked popular with others too: business, retired couples, all sorts.

"Lovely room, disappointing restaurant"

4
18/10/2016

Can't complain about my room, lovely comfortable bed, large room with sofa. However was disappointed in my meal and the service in the restaurant for the evening meal. Expensive menu, took a long time to come, 45 mins before the meal arrived and then my red pesto chicken Kiev arrived, perhaps very smallchicken breast, slightly charred, no taste of red pesto ( presume it should have been stuffed inside), mash and 4 tomatoes, no other veg and a £13.50 price tag. Two of my party had ordered steak but 20 minutes after ordering the staff came to say they didn't have what was ordered.service generally very slow and the restaurant not very full. More positively the breakfast was plentiful and lovely and morning staff friendly and attentive.

"99% improvement"

5
18/10/2016

Firstly let me say the word professional is a much miss used word. Taking part in various annual cycling (Cyclosportives) events, some for charity, my needs when staying overnight are, early breakfast, secure bicycle storage coupled with easy to digest food. There are a number of top quality hotels, too many poor hotels, we stayed at this hotel October 2015, a total disaster, then booking for 16.09.2016 I arrived unwell and decided to drive back home, my booking was refunded by a very young lady at 14:44 without question who demonstrated a businesslike manner that could not be faulted This weekend we arrived for our overnight stay to include evening meal and breakfast; this was complimentary due to the 2015 saga. What a difference, all staff were smart in appearance, knew how to talk to people in a businesslike manner demonstrating customer courtesy coupled with friendliness and a sense of humour too, none of the fashionable cliché call centre speech “I know where you coming from” “sorry you feel that way” etc etc The room was clean; the facilities were good, storing my £3000.00 bike in the room using a complete cycle cover to respect the hotels decor. To conclude, on this occasion no complaints whatsoever, we currently have been endeavouring to resolve a minor problem with a global car manufacturer based in Bedfordshire, here there is no customer service, ignored correspondence, rudeness and more – here at the Moat House, let me tell you can't teach the current staff to much about service, I never once heard that dreadful word “NO” I won all my business by service that was second to none, not discount, I have been told that I am a good judge of character; I have taken time to write this to recognise the dramatic improvement within The Best Western (Moat House) hotel Would I recommend this hotel? Judging by this weekend, no reason not to

"Excellent value"

4
18/10/2016

Stayed for two nights in a wonderful 'Crown' room, the biggest bed I have ever slept in, so comfy too. Room was spacious with a super shower, its the little things that make the difference, a curved rail for the shower curtain means it doesn't stick to you!!! Good sized TV with a range of channels and free fast internet too. Very efficient check in, friendly helpful staff. Good breakfast selection, only small criticism, the breakfast menus are a little tired and grubby! this lets down what is otherwise a great experience. Ample parking but don't forget to enter your registration at reception to avoid charges.

"Two night stay for local event"

3
17/10/2016

Very well presented hotel and easy to get to, all the staff I dealt with were efficient and friendly. Large car park with free usage for guests which is what I expect but seldom get. The stay wasn't without incident but this was dealt with immediately and satisfactorily. I dined once in the restaurant, the food was ordinary, if I stayed again I would look for an alternative. Overall experience in this hotel........reasonable.

"Moat House Stoke"

4
17/10/2016

Excellent Hotel and friendly staff. Nice and very well maintained rooms. The bar was busy as it was a weekend, but the staff coped well with the amount of customers. Did not get a chance to use the leisure facilities but they seemed to be in demand. The car park was very busy on the saturday and the disabled bays were all in use, but this can't be helped.

"Lovely hotel - quick check in!"

4
17/10/2016

Stayed here last night on business, prompt check in provided all the information I needed for my stay here in stoke. Lovely sized room, comfy bed perfect for a good nights sleep. Awoken at 01.30 by the fire alarm sounding...one of the customers had left the door open whilst taking a shower - completely out of the hotels control but even so they were most apologetic about it upon check out which was also a breeze. Would highly recommend this hotel, next time I will make time to try out the food !

"Great staff. Very comfortable"

4
16/10/2016

We booked this hotel using a Groupon voucher that included Dinner and Breakfast.I left the voucher at home the brilliant receptionist Ann was not phased by this, she used her computer to allow me to access my Groupon account to book in that way. Our room was very comfortable and quiet, we had a great nights sleep. My only small complaint was with the evening meal, the choice was very limited and it wasn't up to the standard that you would expect from a hotel of this standard. Having said that it was very good value considering what the stay had cost us.

"Lovely hotel. "

5
15/10/2016

Stayed at this hotel for 2 nights. Staff were lovely room was clean breakfast was very tasty. Our beds were very comfortable. The towels were lovely and fluffy. Our only issues with our room was the plug sockets were very low to the ground which caused issues in charging our phones. We went and bought an extension cable so we weren't bending our charger cables. The only other issue was the iron wasn't very good. The pool area was lovely and a good way to relax after a busy day. My 14yr wasn't happy that he needed an adult to go with him when he wanted to have a swim in the morning. He is more than capable to swim without an adult being present. I didn't like how you went out the changing rooms to the corridor to get to the pool. I would have liked access to the pool from the changing rooms. Overall we had a fantastic stay and would come back again. We didn't sample the restaurant for dinner as the menu wasn't really to our taste.

"Busy Hotel"

4
12/10/2016

Check in was easy and efficient with very pleasant staff. Make sure you book your car into the car park system to avoid parking charges. The room was spacious and clean with a view over the bar patio. It was a Friday night and a Ladies Night event in so the main hotel bar was very busy. That said, it did not take long to get served. We went to the restaurant and took advantage of their special offer of two, two course meals and a glass of wine each for £34.99. Excellent value and no complaints about food quality. The bed was comfortable and we enjoyed a good nights sleep with no undue noise. We were shown to a table at breakfast fairly quickly, again the hotel was busy. The choice of food was excellent and I think would cater for most palates. One thing we did note was one of the tables had guests sitting at it in their pyjamas! Not the hotels fault but just shows the lack of self-respect some people have. I would not expect a hotel to have to have set a minimum dress code for breakfast. The Saturday night was just as busy with a wedding party and other events but no dramas again. I have to say it was somewhat noisier than the Friday night but, again it is just inconsiderate guests who cannot behave. After an enyoyable Sunday breakfast we checked out with no dramas. In summary a very good hotel that ticked many boxes maintaining the brand-standard of Best Western giving high quality service with good value for money. Ideally located for Alton Towers and the many pottery outlets and factories that the region is famed for, Wedgwood for us. One down point was the smoking area outside the car park entrance, floor 0. When entering the hotel from the car park, you have to run the gauntlet of smokers standing outside the entrance. Additionally, because of the smoking area position; when sitting in the bar, smoke comes into the immediate bar area when people enter the bar area. Perhaps the management could look at repositioning the smoking area.

"Busy and popular hotel"

4
12/10/2016

Stayed Friday-Saturday. Not too busy on arrival, friendly and helpful staff. Room was on 1st floor towards end of corridor. Ate at a carvery a short walk from the hotel by a canal. Pretty location, food OK but nothing special, but quite cheap. Quiet on Friday night, but a bit disturbed by the sound of what we took to be someone shifting heavy furniture around and then at 5.30 woken by the sound of elephants trampling on the ceiling from the room above! Breakfast was OK. At a wedding all day Saturday. Got back late Saturday night to find car park stuffed, only just found a parking place. Hotel really busy but noise wasn't apparent in our room.

"Stay for Alton Towers "

5
11/10/2016

Can not fault this hotel. Check in was easy and was able to check in a hour earlier. Staff where all friendly. Room was spacious and clean. Facilities in hotel are great. Breakfast was lovely and had a large variety of items. Would defo stay here again in the future.

"Good place to stay and inexpensive"

4
10/10/2016

Good location, nice rooms, good bar and restaurant, and very good breakfast Buffett. Free parking, beer was cold and everything worked, what more would you want. And at less than A$100 per night. Did I say the beer was cold !

"Terrible place!"

1
09/10/2016

Do NOT stay here if you want to be able to sleep, want a clean room or want your bedding changed! There are parties happening most nights and noise from them until the early hours and the staff just do not care. Then the noise of slamming doors and hoovering starts from before 6am..... I see some people are offered refunds when this happens, we have been here for 14 nights so far and not a penny refund..... roll on the end of the week when we can go home!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Sarah Many thanks for the review. Its a real shame you still feel this way after everything we have done to try and make your stay with us good. We do have events here most Fridays and Saturdays this coupled with the hotel being full does make us very busy and sometimes there can be some noise you where made aware of this and offered alternative accommodation, but chose to stay. Vacuuming on the corridors doesn't start before 10.30am? only areas away from the bedrooms are vacuumed any earlier? As explained if you leave your do not disturb on the door the room attendants will leave fresh towels and toiletries outside your room. Sarah I do hope the rest of your stay is enjoyable Clare

"Amazing Charity Event "

5
09/10/2016

Last night I attend a Charity Mascaraed Ball at the Moat House Hotel. From the minute we arrived the staff were friendly & welcoming. The ball room was beautiful, there was over 400 people attending the event & although the tables didn't leave staff much room to get around it was perfect. The waiting-on staff did a marvellous job getting round the tables & still serving professionally. The food was amazing, certainly not what I was expecting and hot which is an achievement with a big function. Overall I would recommend the hotel if your considering an event.

"Bargain deal"

5
08/10/2016

Dinner bed breakfast and prosecco! Excellent check in friendly and helpful receptionist.Lovely clean pool,steam room,sauna and jacuzzi area - towels supplied and lockers £1 returned. Clean lovely rooms with tea coffee and biscuits, toiletries and hairdryer. Bed very comfortable too. Dinner excellent with even fillet steak in the menu choice all courses very tasty.Breakfast had everything you could think of all cold if meant to be cold and hot if meant to be hot. All in all a great break and would definitely return.

"Excellent choice of Hotel. "

5
06/10/2016

We stayed here for three nights on a family trip to Alton Towers. We had the Kingsley suite, and it was probably the best room we have stayed in during our many years of weekends away. Staff were very pleasant, and the breakfast was excellent quality. The health suite looked very good, although we only really had a quick dip in the pool. Location is also excellent. A 35 minute drive to Alton towers, which is not too bad, but it is within a couple of minutes of local restaurants, cinema and shops. All in all a highly recommended Hotel, and one which we will definitely be staying in again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Simon Thanks a million for the 5 star review its great receiving such positive feedback. Hopefully we'll see you again soon Clare

"Three awful experiences (I should have learned, read on!)"

1
05/10/2016

First trip in 2015, noisy karaoke on a Thursday night. Our family room was above the bar. I complained via twitter and received a full refund, so thought better than to leave a poor review. Second trip, May 2016, asked specifically for a quiet room. Was given one above the door so that at 2am when the wedding party were kicked out, they woke us up by standing outside reception smoking! Had to ask three times for water to be brought to our room then was charged £7 for it. Breakfast arrived cold and our young daughter picked up a tablet from the floor!! I subsequently complained and received full refund and a voucher for free nights stay with dinner bed and breakfast Third trip, August 2016. Dinner was actually very good, couldn't really fault it, although if I was paying I'd have said it was a little over priced. Service was spot on faultless. Breakfast in the room arrived cold, which was a crying shame because they hadn't actually done much wrong until this point. We went to use the pool in the morning and was very disappointed. It was dirty and freezing cold. I felt like I wanted a shower when I got out of the disgusting showers in the pool area. I didn't bother complaining because I felt bad that I have now had three trips without paying for them, but I really feel like the hotel could do so much better than it has.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Oh Dear Alan It would seem you have tried 'if at first you don't succeed, try, try, try again!' I am sorry you haven't had a great stay on any occasion and this really wouldn't have been our intention. I've taken your points on board re room service breakfast and the leisure club, I suppose the only consolation was that you had a quiet room and was able to get a good nights sleep. You're right we could do and usually do better. Thanks for the feedback Clare

"Mark Irvine "

1
04/10/2016

We stayed at the Best Western Stoke on Trent for 3 nights as we were leaving our daughter to Keele university. We checked in and went to our room to find the heat was not working and contacted reception and the night manager arrived with a portable heater . To our amazement we were told that a wedding reception was taking place and as the building was old we could only have air conditioning or heat not both and as the wedding reception wanted aircon the hotel could not provide heat This happened on the first and third night. It is surely a basic requirement of any hotel to provide a clean bed and heated room . We had a bar meal on our first night which was over cooked to an inch of its life !! We complained to the night manager and the General manager was ment to contact us and week later we are still waiting It was like staying in Faulty Towers

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Mark Thanks for the review I'm sorry you didn't have a great stay with us. I'm a bit confused I've left you a few messages on the number you left and emailed you but had no response. Due to the nice weather we had been having the heating wasn't switched on until recently. Its so difficult to get the heating right in a hotel we're either too hot or too cold, I'm glad we were able to provide you with a heater. in my previous correspondence I asked for a little more info regarding your bar meal? Mark thanks again for the review. Clare

"Excellent!"

5
03/10/2016

Fantastic hotel one of the best! Friendly helpful staff and lovely rooms. Excellent nights sleep and great breakfast! Thank you to Jane on reception for a fab stay! We will certainly be back! Recommended!

"Dated hotel with very uncomfortable beds and excellent friendly staff"

3
03/10/2016

This hotel is slightly dated, the beds are very soft, to the point that you roll off them or roll into the middle. The pool is smaller than it looks on the photos, and the jacuzzi was at boiling point, but the health centre is quite good overall. The breakfast was very good, though the Cumberland sausages were poor replicas (my fiance is from Carlisle and unfortunately the replicas taste peppery). The locals were very friendly in the health club and local restaurants, which was really nice. I must give a big mention to the staff who were excellent and super friendly, and certainly help to make up for a poor nights sleep.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Ian Many thanks for the review its great receiving feedback. I'm sorry you had an uncomfortable night with us that's not good considering we are supposed to sell sleep. It would be really helpful if you could let me know which room you stayed in then I can have the mattress assessed. I'm really pleased you liked the leisure club and that the team were excellent and super friendly. The hotel prides itself on the personality of the team. Look forward to hearing from you Clare

"Our daughters wedding"

5
03/10/2016

We stayed hear on Saturday 1st of October for our daughters wedding Frome the moment we entered the building we were impressed with the décor we booked in and was taken to our room by Jane she was absolutely brilliant she made us feel so welcome and special at such a nerve jangling time I cannot thank great Weston enough for the fantastic wedding they gave Kelly and Ron family and friends the staff were so friendly nothing was to much trouble the breakfast was wonderful and the lady who looked after us was so nice and helpful a massive plus was after the expense of the wedding our gentleman guests were able to bye a pint at the right price so you felt like you were not frightened of going to the bar I cannot recommend your hotel enough it certainly has the right name best thank you for making our Kel's wedding so special ????

"Excellent Groupon Deal"

5
02/10/2016

Four sisters stayed in 2 twin rooms on a Groupon Deal. From our arrival check-in was easy and the receptionist very friendly and helpful. The rooms on the third floor were clean and spacious. Tea/ coffee facilities. Bath and over shower lovely big white bath sheets. Toiletries, hairdryer, TV, Safe. We slept ok as the room was quiet. Evening Dinner was 3 courses and a glass of Prosecco. Gluten and dairy free options were easily accommodated for 2 of us. The food was tasty. Breakfast was buffet self service and gluten free toast was brought separately from the kitchen. The choices juices cereals yogurts fruit bacon sausage mushrooms tomatoes hash browns beans black pudding scrambled/fried eggs. Or you could order porridge or kippers. All this on our deal was exceptional value. The staff were all friendly and professional. The location of the hotel was good. The carpark is pay and display but as a guest you put your car registration into computer at reception and you do not have to pay. A very good experience. Thank you.

"Good service"

4
01/10/2016

When we arrived our booking hadn't come through as we did it on our way and they went over and above to get us a room, they even up graded us and gave us free breakfast. Could not fault them the young man who served us was fantastic. Brilliant service, friendly staff and very good food.

"Anniversary trip"

4
01/10/2016

My wife and I stayed here on a great voucher deal. The food was great, the staff were pleasant and helpful and the room was nice and clean with the biggest bed I've ever seen. All in all a lovely stay.

"Daughters Wedding Nice hotel."

4
30/09/2016

We booked a 2 night BnB stay at the hotel for my daughter's wedding. We have never stopped in this hotel before so we not sure what to expect. I had heard rumours that the bar was expensive but could not be sure. The hotel has a leisure club which you can make use of as a guest. Comes with Gym and Pool. On the Friday we arrived just after 4.30pm and checked in. Could not have been easier. Reception staff were polite and very pleasant. We put our reg number in to the system so that we didn't have to pay for parking and went to our room. My first impressions of the room were that it looked just like the kind you get from Premier inn. Double and single bed, 2 chairs, TV Mirror, you know the usual stuff. Bathroom was clean and tidy. Had a bath with shower over it. When we looked there were only 2 towels but after speaking with reception they put the additional towels in to a drawer. There were tea making facilities and most of all nice black out curtains. The room was air conditioned but this was not needed The bed in my opinion was comfortable however the wife has a bad back now but thinks this may be due to an awkward sleep. We didn't eat in the hotel that day but did go for a drink to test out the bar prices. I have to say right now that the prices were just the same as all other places. I purchased a Pint of cider, Vodka and coke and a J2O and paid £10.90. So if anyone tells you the prices are bad in the bar, take no notice. We rose the next morning and before breakfast decided to go to the local retail park as the Next sale was on and you know how these women are with their sales. Upon returning we went for breakfast. There were some really nice touches. You were shown to a table and breakfast was all you can eat, grab a plate, take what you want and eat. However if you didn't like the full English, there was also a small menu of stuff you could order from the kitchen. This included Oatcakes and you could order as many as you liked. Being from Stoke myself this was a great touch and my daughter enjoyed this. After breakfast we got ready for the wedding. We had already seen the room where the reception was being held so we got ready and I went off to the daughters whilst the wife got herself ready. A few hours later we pulled up in the car and the hotel had rolled out a red carpet for us. Amazing touch. Walked in to the hotel and we were greeted by our event coordinator for the day. She gave us a brief explanation of what was happening and then off we went. The wedding took place in a lovely room at the top of the hotel and went off without a hitch. We then went in to the garden for photographs. The garden itself was not large but was perfect for photos and for the families to get to know each other a little better. After about an hour of pictures we went to the reception area for the afternoon meal. Soup for starter, Turkey for mains (although we were all expecting beef) and then Chocolate Sponge and custard. Devine. The food was served in an orderly fashion and once all meals were done cleaned away with no fuss. We then left the reception room for an hour whilst they prepared it for the evening event. The buffet for the night event was also amazing and plentiful. All in all the day was a success and everyone went home or to bed happy. So my overview of this hotel is simple. If you're having a wedding and want a nice looking venue this could be your place. The special touches they put in are great and the work the team there do is amazing. The rooms plain and simple and if you're after a stop off hotel this could be your place, however it's a touch more expensive than some of the other places in the area. Apart from that Thank you to everyone who made my daughters day special. Your hard work is appreciated

"Lovely hotel and very well placed for visiting Stoke"

4
28/09/2016

I stayed for several nights at this hotel on business and it was a very pleasant place to stay. The rooms are large with everything you would expect from a four star hotel. The beds are comfortable and rooms very well soundproofed, I had a king size bed and a bunk bed for some reason, great if you get bored in the night and fancy a change of altitude! The staff are all very happy and professional, special mention to Natalie in the restaurant who is exceptional at being helpful and friendly. If you get bored at the hotel there is a cinema complex just a few minutes away and just down the road is a large shopping complex with Morrisons, Pizza Hut, McDonalds and plenty of other shops. When I return to Stoke I will make sure I stay at this hotel.

"Wouldn't rush back"

3
26/09/2016

We recently stayed here for 2 nights to attend a wedding at the near by Ashes wedding venue. On arrival check in was relatively easy and the staff friendly enough. We were given a family suite as we have a 7yr old and 18mth old twins, on getting to the room there were bunk beds and 1 travel cot. Even though we had requested 2 at the time of booking, which was done over the phone as the website wouldn't allow us to book online. On ringing down to reception and asking for a 2nd cot, a knock at the door moments later with someone bringing us a cup was quite funny. However the 2nd cot that did arrive was more like a play pen, it had no mattress just a sheet over the wooden base. This was changed without fuss but could have been avoided completely if the original request had been followed. The room itself was clean, however as a family room it lacked any sort of child proofing with the electrical sockets and wires etc all at child height and no real protection to stop little ones messing. On to the main restaurant, the staff were polite and professional, however the food was served at such a slow pace. We ordered just before 7 and my eldests starter of 2 pieces of garlic bread arrived at 7:25, the mains came about 20mins after this. The food itself was fine but 45mins to make burger and chips and a ceaser salad is ridiculous. The place was pretty empty only 6 tables at the most. My wife stayed in the room with our twins and ordered pizza from room service which looked like a frozen Asda pizza which cost nearly £15. The next morning we ordered 3 poached eggs for breakfast and they took about 15mins to arrive, again not sure how it takes so long? Finally on the morning of check out we used the pool, everything great there. On returning to our room at 10:20ish to grab our bags and check out our key wouldn't work on going to reception we were told that they had closed the room already - check out wasn't until 11???? All small details I know but when paying over £100 a night I expect better service and attention to detail. It feels like only a small step up from a travel lodge but costs a whole lot more!

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Many thanks for your review I'm sorry you didn't have a great experience with us. it wasn't our intention. The 'cup' was a genuine mistake your request for a cot was misinterpreted as a request for a cup! you did request two cots and it has called for us to review our booking system as it doesn't allow us to enter 2 no good when you have twins! you make a really valid point regarding child proofing the room and we have inastalled plug covers and tried to hide any wires and other advice on how we could do better would be great. Re the restaurant unexpectedly the restaurant was very busy this caused an unacceptable delay we have implemented measures that will help this in the future. chef is looking inti the issue with the pizza as all our pizzas are freshly made. Thanks again for the review clare

"Gluten free food"

5
25/09/2016

The staff in the restaurant took their menu into the kitchen and the chef marked which dishes were gluten free from all those on the menu. They originally had a separate gluten free menu but it was out of date.

"Read the terrible reviews before you book"

1
24/09/2016

With less than a month before our planned break at the Mickleover Court we were informed they would not honour our coach party booking. As a result our coach party were transferred to the Best Western plus Moat House Stoke on Trent We had expected decent conditions however far from being decent what was experienced was horrific. As a gesture of goodwill for being moved at short notice there was supposed to be a bottle of complimentary wine in each room or a glass of wine with evening meal each evening . The room we were allocated did not have a bottle of wine in so we thought this would be offered in the restaurant. Whilst in the bar before our meal a few other guest were talking about the wine being in a corked bottle, so we went to reception to say our room did not have wine in. The receptionist spoke with someone who said it would be sent to the room. This was finally delivered at 9pm after requesting again a couple of times. On the first evening meal the soup was aired and the hot food was at best Luke warm, bread rolls had been omitted which we had to request the Yorkshire puddings were not to be found and only arrived after a lot of complaining by most guests, these too were cold, there also seemed to be missing sweets that were on the menu but not present on the food bar. The following morning most of the hot breakfast items were only Luke warm. At dinner that evening the table we had been told to use for the duration of our stay had not been fully set, missing were cutlery cups and saucers salt & pepper at that stage I asked to speak with a Duty Manager. We again collected our Luke warm soup and again had to ask for the bread rolls which took several minutes by which time the soup was even colder. The dinner was again Luke warm by which time there was discontent among our party I asked again to speak with a Duty Manager but no one came, at the third time of asking I spoke with a man who said he was the Duty Manager he apologised and asked if he could get me a bottle of wine as compensation. I am afraid he went too far with this pathetic gesture I told him in no uncertain terms as to what I thought, another guest on a nearby table spoke with him about the dreadful food being offered. We learnt later that our coach driver had also spoken to Senior Management about the quality of the food offered. The next day I found the breakfast was fine it was perfect as was the evening dinner. Then on the Wednesday our last full day everything was as bad as ever cold breakfast food and at dinner bread rolls missing but for the third time one of the choices was roast beef it seems the chef could only do this as we had it for three days out of four what sort of business gives out this three out of four days, with vegetable choices being mainly carrots and cauliflower every evening. The desert on this evening menu one of the options was apple pie and custard. After most had finished the main course there was a long wait for the apple pie to come from the kitchen, it was so long in coming many left the dining room after waiting twenty five minutes when it did come it was served for the first time at the table. The apple pie had been cut into wedge shaped pieces the apple pie was hot at the tip of the wedge shape piece but cold at the back. I had reported to the bar staff on Sunday that the hand dryer in the bar area gents toilet was not working and again on Tuesday to the Duty Manger it had still not been fixed by the time we left on Thursday. The room we had 331was filthy I was sat in the chair by the window I could see the filth through the bases arches on the carpet under the TV drawer stand it was clear this must never have been taken out to vacuum it just left to build up. We were unaware that the main evening dinner was to be self service had I known I would never have gone to Stoke BW Moat House there were many in the coach party who were badly disabled, and their carers had to collect the meal for the disabled person then go back to the food bar to get their own food having to rejoin the queue and wait in line, by the time the carer got back others on their table had finished their meal leaving the carer to dine alone. We have been with on coach tours to other hotels were it was self service and although it's not to our liking have always been offered assistance from staff, but not at the Stoke Moat it seemed the staff had been put in at the deep end they did not seem to know what they were doing. I feel that the way we were relocated to this terrible place was a disgrace. Since I got home I have read other terrible reviews on trip advisor about the Moat House And management have replied to these terrible reviews, but it seems like there have been problems there for a long time For after staying there I know what the problem is it is all down to poor weak management and poorly trained staff this without doubt is the worst hotel I have ever stayed in I am now and aged sixty nine I have stayed in many hotels but none as bad as this I will never use another best western plus and I am sure who were with us on our stay feel the same

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Dragfoot Many thanks for the review as discussed with you while you were staying with us we are truly sorry for the shortcomings you experienced. As you are aware it wasn't our decision for your group to be moved to us and the wine came from the hotel you were booked out from. We could have and should have off you a better choice at dinner and I have no excuses for this. If you would like to discuss this further with me then please email me on [email protected] or call on 01782609988 Thanks again Clare

"Needs management and refurbishment"

2
23/09/2016

I've stayed at this hotel 20 or so times. It's now well overdue for refurb. I had an executive 4th floor room, my lads , a regular. Rare to see unmotivated disinterested reception staff, but this seems the style in this hotel. Complain? Good luck. Put a credit card on file, for incidentals, or you will have to pay cash ... My shower coughed , spluttered and even stopped - you have to wait till no one else online. The Internet in the executive room is a joke, less than 1 meg and unusable . Reception reset router ? No maintenance on weekends . Decor dated, scarred, dented, unpolished. I think they will suffer, new clean alternative hotels exist.

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Many thanks for the review I'm sorry we didn't impress you'll know from other visits that's not normally the case. It would be great if you could let me know which too you stayed in this will help us check out that wifi issue..... Also did you motion the issues to reception? We have maintenance cover all day on a Saturday did you have an issue? Thanks again for the feedback

"Tired rooms, indifferent staff, poor changes"

3
23/09/2016

Having stopped on business some while ago, I'd expected a 'mostly OK' experience as before. Firstly watch out for parking changes, apparently if you don't input your reg number in a small console you'll get a ticket. Interesting to listen to staff arguing with another guest who hadn't had it pointed out that 'there are signs up, you should have seen them'. Nothing like putting the customer first, and that was nothing like it! The same attitude to service continues through the hotel!... Not checked in with a card swipe, couldn't order food, so just took the short walk to eat elsewhere - appeared a good choice after seeing colleagues food it seemed average at best, and it's expensive. Breakfast quite average, fruit salad not too fresh, orange juice nearly empty, and 'odd' flavour, maybe constituted on site? Rooms are tired, towel holders rusty and loose from the wall, dirty carpets, loose WC seat, etc. Bed comfortable though, so that was a blessing. For some reason since my last stay some/many/all rooms seem to have metal bunk beds crammed in which doesn't help the feel of the room. Electricity plug at the desk is so close to the desktop you can't plug in a laptop charger. Needs some money spent on refurb, staff training and food (choice and preparation) and could be a decent place to stay.

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Many thanks for the review sorry we haven't shown ourselves in the best light this time. We'll get your points actioned there's no excuse for poor customer service. Parking Eye was installed in April this year the motivation behind this was to make sure our guests were able to park on site. We regularly update the signage in the hotel informing hurts of this. It would be great if you could let me know when you stayed and in which room please. [email protected] Look forward to hearing from you Clare

"The best Hotel in the area"

4
21/09/2016

Stayed in a few hotels in Stoke first time in the Best Western and have to say it the best of a bad bunch The room was good and clean enough and the food was ok The staff were great and helpful big smiles I like that Thanks guys

"AVOID - No Sleep, no service, no good!"

1
21/09/2016

We regularly stay in hotels, and I have to say this is the worst night I've had in a long time. We barely slept as there was really loud drone above us ALL NIGHT. Our air con was off, so it couldn't have been that. We thought we had prepaid online, and then was asked to pay when we got there? I didn't have my debit card with me and had to pay on credit card. When we came back from our evening out, we wanted room service. Firstly the phone wasn't working - the wire was frayed, a bit of jiggling and I got the phone to work. Room service was extremely poor, they did not have any soup and we decided on sandwiches - which they refused to bring as apparently there was no card on our room - but we gave the credit card to the receptionist??? So we went to bed hungry. The shower was awful, not easy to work at all. Housekeeping interrupted us on the morning at 10:30am - half an hour before check out? Not impressed! Tried to eat in the morning, but just thought the sandwiches were not good value for money. We regularly eat in hotels and average price is about £7/£8 for a sandwich (often comes with soup at my favourite ex best western) and here it's £11.95 + £2 for a sandwich? When we checked out I expected to be asked how the stay was so I could let the receptionist know the problems we had had, but she didn't ask anything. I sent a complaint to the hotel but they did not acknowledge the biggest problem of the noise in the room and being unable to sleep. They said the shower was a bit worn but working fine (problem is not with the working of the shower it's that you can't see the dials so have no idea what temp you're setting?!?) They offer no explanation to why our card wasn't used at check in so we could order room service and just said the porters on the evening tried to tell us that. Well what a load of help that is!! As we will be regularly travelling to stoke we are still looking for somewhere decent to stay!

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Fair play Rachel you gave us the opportunity, didn't like our response so decided to use social media..... We have checked the noise issue and can't find anything wrong with the too. You stayed in the rooms either side or above. We've had no other complaints so are at a loss? As explained your card wasn't authorised at reception for any credit in the hotel. That's what my porter was trying to explain when the phone line went dead? My reception team were supposed to ask you at checkin if you wanted your card preauthorising for credit. Our sandwich prices start at £6.25 add soup for £2. Shower wise from your letter we assumed there was either a problem with the temperature or pressure? Rachel thanks again for feedback and as explained previously we will action the points you raised.

"Night in Stoke-on-Trent"

4
18/09/2016

Built around the old Wedgwood mansion in what was the Garden Festival regeneration area. 5 mins in cab to Hanley city centre and 10 ins to railway station. Large hotel with nicely decorated rooms and good breakfast choice. Probably best hotel in the area

"Started well but deteriorated."

3
18/09/2016

Myself and my wife visited this hotel on 16/09 to 18/09. We used a Groupon voucher and got quite a good deal. Two nights B & B with dinner on the first night and a glass of Prosecco each, at a cost of around £100 in total. When we arrived we were checked in very quickly and went up to our room. The room was quite large with a huge bed and a bathroom that, although slightly dated, did the job. loads of hot water and a power shower which was really good. The shower head couldn't be adjusted easily and water was coming from everywhere except where it should. We went down to dine and we both decided on the carvery which was great, the food, including poached salmon, was beautifully cooked and the veg was brilliant. The staff were plentiful, efficient, professional and attentive. We had such a lovely meal that we decided to return the next evening instead of going into town. My wife decided on fish and chips and I decided on the carver again as I fancied the cod loin. When my wife's meal arrived there were two pieces of fish which looked like a pair of dark brown shoes on a plate the batter was so overcooked, the mushy peas had a crust on them and the chips looked anaemic and dry. After a couple of mouthfuls we sent her meal back - why was it ever served in the first placed - and we were then told that this dish had been removed from the menu and that my wife could dine from the carvery menu for free which I thought was a nice touch. We both headed for the cod loin in a tomato sauce which sounded really nice. I noticed that the sauce was really dried out on top of the fish and there wasn't any sauce in the container as the heated lights had dried that out too. I really wanted the fish so I persevered and got a piece each for us. We went to the veg and saw that the carrots were almost mash as they had been so over cooked, the broccoli was disgusting, the peas looked as if they had been out for ages and the cauliflower cheese looked curdled and very unpleasant. WE had a little bit of our meal but, sadly, it was so dry and overcooked that we had to send it back. We were offered a free drink but I declined. It was a nice gesture but all we wanted was a nice evening out. We had a dessert and then went to pay the bill. We were told there would be no charge, again, a nice gesture but we went without our dinner and suffered an evening without any decent food which ruined it for us. We had only commented earlier that day about the hotel being well run and professional but last night was not at all nice. Someone is charged with the job of cooking our food and to resourcing the hot food counter so that the food can be monitored and kept nice. for the guests and the hotel failed in all areas as far as I am concerned. I'm not sure that we would go back now but perhaps you should go and make your own mind up. There was a wedding on yesterday so, I daresay, the best chefs were used on that and the rest of us just had to lump it. The hotel is very noisy when there are functions on so, if you retire before midnight, take some earplugs!

"Lovely family stay"

4
13/09/2016

Whilst I'm sure this hotel does well with corporate type business, we found it just right for our family trip to Alton Towers. There is a small pool that did us just fine. The room was fine although the door had an annoying bang. We booked on a groupon offer which Included dinner and prosecco. I was really impressed with the choice on the menu, with steak etc They had colouring for children which then got them sweets and ice cream, so daughter was chuffed with that. Next time we go to Alton Towers I'm sure we'll stay here again .

"Leaving Party"

5
13/09/2016

Recently organised a leaving party at this hotel and could not fault it. Pre-ordered food prior to attending and everything went like clockwork - Great food /service, excellent venue, attentive staff - would definitely recommend

"best of british night-defo not malibu"

2
10/09/2016

Well whatever they're selling there maybe in a Malibu bottle but definitely is some cheap version or has a pint of water in it £4 a go for a single too! it was my first drink! i said it tasted horrible and the bar staff looked at me blankly! the bar staff were so slow me missed most of the band(which were good) the food wasn't great over peppered luke warm soup and the chicken had gone cold by the time it was served. dirty table cloths were left on from dinner for the entire night! could have been a good night if they weren't so shabby!we had a good night with the band and music however maybe more of us would have spent more time at the actual do rather than waiting for the snail like bar staff to serve peope

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi thebournefamily Now this doesn't sound like one of our Tribute nights.......... The Malibu is definitely Malibu just as described on the bottle was it the mixer? either way if it didn't taste right the team should have changed it for you. The band were playing for over an hour I'm glad you liked them. Re the food ill take this up with chef. Re the table cloths these don't normally get changed after dinner unless anything has been spilt on them? In all I'm glad you had a good night and many thanks for the review Clare

"Nice location"

3
09/09/2016

Quale big hotel in a very good location. Free parking available for the Hotel guests. Nice room and good bed quality. Quite and no noisy rooms.Clean and comfortable. Tea available for the guest in the room. Kind personnel at the reception. Free wifi working very well and fast. Restaurant in the average.Not special.

"DO NOT GO"

1
08/09/2016

very poor NEVER a best western plus DIRTY , out of pool to changing rooms you face with guests in the bar and awaiting lifts, out door shoes permitted in the area as well, piles of dirty towels in both changing rooms

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Gary W Many thanks for the review sorry you found leisure uncomfortable. Can I ask when you say 'do not go' do you mean to the leisure club or Hotel? The leisure club is a separate area to the rest of the hotel. When the door to the club is open you can see the bar area, and lifts these are visible from the reception desk but those in the bar can't really see you? Out door shoes are allowed in the club but not as I'm sure you would expect in the wet areas..... Re the towels this should be collected by the team... Thanks again for the review Clare

"Good Location for the Potteries"

3
08/09/2016

This was a business trip but did have time to visit the Wedgwood outlet which is only 10 minutes walk from the hotel. The hotel is spacious, rooms are large and comfortable and, as should be the case in all hotels, the Wi-Fi is free with good coverage. There is a large bar area and a restaurant to match but being a bit of a "foodie" this is why I rate the hotel as "Average" as, at best, you can only describe the offerings as Pub Food. Had the restaurant been better I would of upped the rating to good or very good. In conclusion - a large modern clean hotel with helpful staff and average food.

"Wedding guest "

1
05/09/2016

The only positives to our stay were • Free car parking for hotel residents • Comfortable bed, slept very well • Lots of coat hangers in wardrobe Negatives: • Filthy bedroom carpet ( my bare feet were black from walking around to get ready following a shower) • Filthy bathroom - grime in the tiles, dirt splats over the ceiling, black sludge around bath seal. • The shower is something from the 60's and performs so too, not good enough for a modern hotel in this day & age. • Chunks of wood out of the door frame leaving very large splinters of wood exposed (looks like it's been forced open with a crowbar) Consequently our door didn't shut well at all. • Vile breakfast, wobbly fatty bacon, anemic tasteless sausages, undercooked eggs (runny whites....yuk) Coffee machine not working. • Plugs sockets fitted to low on the desk so you can't plug anything into them without bending wires Glad we were paying a group reduced rate of £80 per night....even that was to higher price for the standard.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent City Centre Moat House, responded to this review
Hi Jodie F Many thanks for your review sorry we didn't wow you but very glad you slept well after all that is what we sell sleep... The photos are great but could you let me know which room you stayed in? Its a real shame you didn't feel able to let us know about these issues before you left then we could have done something to restore your faith in us. On the one photo you only show the bath shower not the overhead built in shower? Re breakfast Ive dicussed with the chef but again could do with knowing when you stayed then we can acrry out the necessary corrective training. Jodie thanks again and hopefully we'll here from you soon thanks Clare

"Budget service, premium price"

1
04/09/2016

Room was nice but that is where I run out of positives. The hotel seemed to overstretch themselves. I was part of a group of thirteen people on a reunion weekend but there was a conference of around two hundred and fifty guests also staying for the weekend. Then they had two weddings booked and a wedding fare. It was impossible for us to get comfortable in public areas of the hotel. We were looking forward to a relaxing weekend catching up with old friends but felt unwelcomed and we vacated the hotel to find alternative venues, not really what we wanted. Although my wife and I had paid for a double room, occupied by two guests when tea and coffee was replenished we only had one packet of biscuits supplied, a minor detail but it is the minor details that get hotels their stars. Despite a very busy weekend there did not seem to be enough staff to cope, although the staff who were on duty were politwe and professional despite the obvious stress they were under. I feel that Best Western could make this hotel much better

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Robert T Oh sorry you haven't had a great stay with us. We are a very busy hotel but that shouldn't distract us from offering great customer service to all our guests. Did we know you were here for a reunion as we could have offered you a private area of the hotel so you all could have caught up properly. I'll follow up the issue with the biscuits with housekeeping. If you ever organise another reunion please do get in touch with me personally. Many thanks for the review Clare

"Best Western Moat House Friday 2nd and Saturday 3rd September 2016"

5
04/09/2016

A really nice hotel, very modern and clean. First thing to note is parking. Car park is pay and display but as a resident you can sort it at reception as it's free to residents. Not clear at car park. Rooms very spacious and equipped in usual way. Also air conditioned. The bar and restraint are good and the food is amazing. There is a well equipped erasure centre free to residents. It has fitness equipment and a nice pool. The jacuzzi is amazing and runs for a good cycle before its cleaning cycle. There is a steam room and a sauna as well. I was there for a work event so am unable to say about costs. Stoke is a nightmare place to find your way around by car but this hotel is easy to find as Festival Park is well sign posted. If I was visiting Stoke on Trent and needed a hotel this would be the one.

"Prefer a Premier Inn"

2
04/09/2016

Having stayed here for two nights on 2nd and 3rd September for a family wedding had high expectations being a four star hotel however how wrong were we! Upon entering our room it smelt of fish this was when the Aircon was on and once being in the room for a while got used to the smell. The wallpaper was ripped and coming off in places and the skirtings have not seen a duster in quite a while. To be honest these were tiny things that we could put up with. What isn't acceptable is when you find a conspicuous curly hair that was on the shower turner having only just entering our bathroom knowing it wasn't one of ours it must have been the occupants before us. Usually would have complained but we're so busy with my uncles Wedding that thought we hadn't come here to spend time at Reception complaining so decided to ask cleaners not to come in the next day and just provide us with fresh towels! Cutlery at breakfast wasn't the best either. Staff were friendly and accommodating though, just think cleanliness could be better!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Lindsay L Many thanks for the review I'm sorry you didn't have a great stay with us. What a shame you felt unable to tell us during your stay it would have given us the opportunity to put things right! I will of course follow up the points you have made. I hope your Uncle had a great wedding Clare

"Anniversary weekend"

5
04/09/2016

Went here with our Groupon voucher and was not disappointed. We had forgotten our voucher, so we had an issue booking in but this was brilliantly dealt with the receptionist called Ann. After we could not find on my wife s emails l, she gave us her personal number and we sent it from my phone which was good of her. We got to our room to find a anniversary card with vouchers inside for 2 free drinks each, which was a pleasant surprise. Our meal was excellent and the service was great too. Breakfast buffet was good too. Nice scenery from our room at the back. Another thing which more hotels should do that this one does is to have a phone number to ring if you get disturbed by other guests. Excellent place to stay and use for a base for visiting other areas. One downside is the pool is very small.

"Would stay again."

5
03/09/2016

We arrived quite late, at midnight, and it took us 10-15 minutes to check in. I booked hotel online with one price and was quite surprised when on my arrival I've been told I have to pay more. After some time my problem was resolved (my online price was right) and I got my room key. Room was clean, tidy and cozy. Plenty of towels in shower room, but not enough washing stuff. We stayed 2 nights, haven't used the restaurant, but used SPA and swimming pool. Shallow end is not suitable for kids, 2 steps down and it's quite deep already. Water was a bit cold, but not too bad. Parking is free and plenty of spaces. Stuff is friendly, and when I asked can I leave my car longer after my check out, no problem occurred. Would definitely stay next time.

"Alton Towers package "

4
03/09/2016

Two night stay.....The check in went smoothly, staff very polite. Our room was spacious and lovely and clean. The only issue I had with the family room was that my husband and I had to sleep in twin beds, not sure what that was about because you could have had a double bed with bunkbeds in that room. After a long drive my boys were please to be able to have a swim and very much enjoyed it. The evening meals were lovely on both nights. The waiter was polite, but the bar staff really need to learn how to mix drinks. I ordered a G&T after my meal but it wasn't mixed right with only two cubes of ice. Second nigh the manager had made it and it was perfect with lots of ice! Breakfast buffet was just as good and lots of it to set you off for the busy day ahead. I have never stayed in a Best Western before and glad to say that my first experience was a pleasant one and would stay again in any around the UK.

"Nice stopover on our way south"

4
02/09/2016

Check in was fine after a short wait. Room was very comfortable as was the bed. Good parking at the back of the hotel. We booked a table for dinner in the restaurant at 7pm and it was very quiet. Given that, we were surprised that it took more than 30 minutes before our food arrived and we also had to find a wait person to give us the bill, they kept disappearing! Had a good nights sleep then went for a shower which was pretty good but the vents were useless as the bathroom completely misted up which was a little uncomfortable as all my products were damp on the outside. Checkout was fine but when I asked if I could leave the key in the room I was asked to bring it back to reception. This was a little inconvenient as reception was on the 1st floor and the car park was on level 0. Overall a good stay.

"Best Western not really 4 * quality for family stay"

3
31/08/2016

Stayed at the Best Western Stoke Moat House following a trip to Alton Towers/Cbeebies Land and before heading onto Cadbury World in Birmingham. This was yet another hotel with a 4* rating that I was rather disappointed by. There is no such thing as a 4* hotel rating for a family room! The staff were friendly enough but not particularly attentive in the restaurant. The extra amenities were tiny and not worth paying the extra to stay here. The pool was full with adults and small to start with so there was no chance of dip with my two young children. The fire alarm going off early evening did not sit well with my 3 year old. We had all had a 4am start that day and having had dinner early were ready for bed. The alarm which was very short lived (it stopped as we were diving out of the room) left a lasting effect on our 3 year old who anxiously thought the loud sound was going to happen again and again. He understands its to warn us but unnecessary alarms are distressful. Paid too much for one night and expected more. Its a reasonable distance from Alton Towers/Cbeebies Land if you are visiting and need someone to stay but I'm sure if you could get a Premier Inn then families would be better off there than paying a premium to stay at the BW. One last comment - change the loo paper! I personally think you would use less if it did not disintegrate in your hands!!!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Seena W Many thanks for your review I'm sorry we didn't impress you. This time of year the pool does get a little busy we do try to limit the times and try to ensure all guests get to use it. Regarding the fire alarm it wasn't unnecessary the alarm sounded as there was a problem. The problem was investigated and it was deemed unnecessary to evacuate the building. the alarm was caused by a build up of steam from a shower. It would be great if we did see you again but understand if you choose to stay elsewhere. Clare

"Great Hotel!"

5
30/08/2016

This hotel was very great. The service was exceptional, the breakfast was buffet style and plentiful, The rooms were fantastic, we were on the executive floor, which we did not ask for but very grateful to Best Western for.

"Great Hotel"

5
30/08/2016

We spent 2 nights on this hotel on 27th of March 2016. We were going to The Alton Tower to take my 4 years old boy to CBeebies land. It was bit away from The Alton Tower but it is Nice hotel with good customer service. Rooms are bit outdated. Good Breakfast. Bar area was nice.

"Nothing wrong "

5
29/08/2016

Hi just got back from a lovely bank holiday weekend away at the hotel. Lovely hotel staff courteous and helpfully and very informative. Rooms(119 &105 ) large and clean. Bar service fast and effective very polite. Breakfast great selection and hot, staff smiling and polite. Pool clean. All in all lovely hotel we will be back and thankyou.

"Ideal for Alton towers "

4
29/08/2016

Stayed for 3 nights in a family room as a base for a number of local attractions. Very happy with our stay. Room was perfect for our needs. Nice comfy bed for us, bunk beds for the boys and a travel cot for the toddler, and still space for a table and 2 chairs. Not really the hotels fault but the first night we were disturbed by a wedding party returning to their rooms at who knows what time. The second night again was disturbed by a loud group, again wedding related, smoking at and exiting the car park entrance, which our room overlooked. We made good use of the pool every day, which although a little small satisfied the kids for an hour. Breakfast was buffet style with all the full English experience and loads of fruit and cereals to choose from. We didn't use the bar or evening restaurant but all the staff were very helpful and friendly. Loads of eating choices locally to pick from for all tastes. Overall would use again for a further family trip to the area.

"Lovely stay would recommend highly for a short trip with the family"

5
29/08/2016

We booked moat house for a 2 night stay while we visited Alton towers. The hotel was excellent, the facilities we superb, the staff were cheerful and accommodating and the rooms we fantastic. Moat house is ideally located for a small break away to enjoy the local surroundings or like us a hectic day in Alton towers which is only a short drive away. Highly recommend

"Small things let this hotel down"

4
28/08/2016

Overall impressive. Room on arrival was tidy but there was dust visible e.g skirting boards, top of picture frames and top and bottom of mirror frame, lampshades and light fittings. Sorted after complaint. The bar needs attention. Lack of staff, waited nearly 15 mins to be served, Guinness was out of a can and was warm. Decided to have a lager with son in law and this was cloudy and off. Bar staff said keg was off!!! For the prices charged the bar manager needs to rectify this. Turriff are sky high!

"nice surprise"

4
26/08/2016

Stayed for one night on a dinner bed an breakfast. On arrival we were met with a very efficient, helpful and welcoming staff member on reception. The room was very spacious and modern and with extra added touches. Expansive gym and leisure facilities, with the pool at a very good temperature. Evening meal and breakfast were good served by friendly and helpful staff. Would recommend this hotel for both couples and families.

"Get together"

4
23/08/2016

We went on a groupon deal for £75 including dinner and a glass of fizz, have to say we we'ren't expecting much, what a surprise , firstly the bed was very comfortable with good quality pillows!, then the food was very good for the money, and to top it off the staff were excellent , would definitely stay again, couldn't fault it .

"To relax and visit the area"

3
20/08/2016

We spent two nights here. Staff can only be highly complemented in all areas. We stayed as part of a deal. Two nights, bed and breakfast, two free glasses of Prosecco, dinner on the first evening and use of leisure facilities. Our first night was wonderful. Lovely comfy bed. Room a little dated. Facing the car park and over the back entrance. No problem people seem to be respectful. We were hoping to swim and chill but far to busy. Dinner was part of the deal. This in itself is often a nightmare but was delicious. Small portions, 4oz steak but adequate for us. Kitchen was struggling a little with volume of customers and I think staffing. Second night, still couldn't use facilities, no problem, understand families. Lovely sunny evening had been walking around gardens all day. Wanted to stay locally and walk. Well we walked from the hotel to the canal over a little bridge from the Toby Car Park. Down one side and up the other. Finishing at the Toby Carvery. Very busy! Never eaten at one before. It is what it is. I really enjoyed it. Returned to hotel. Glass of wine before bed. Well what a night. We had an adjoining door which on the other side were some young ladies. They kept us up until 1.30 a.m. Thank goodness for the Olympics. Then we had a Chinese gathering out by the back entrance as loud as if it was the middle of the day. Stressed and tired and not the way I wanted to feel, we had a lovely breakfast. Lovely, very hard working staff. These front of house people are your company asset. We left for home. Best Western have always been a company I have stayed with but I don't think Stoke On Trent will be a return visit.

"Cannot fault! "

5
20/08/2016

What a beautiful place to stay! It was a shame we were only there the one night. Where to start, very polite and welcoming staff. Very clean and beautiful bedrooms, wonderfully comfortable beds. Bunk beds for the kids were great, bathroom was very clean! swimming pool , jacuzzi and Steam room and sauna also very cannot fault one bit! the food in the restaurant was to die for! I would highly recommend this hotel to anyone ! We will certainly be back, thanks for a lovely stay.

"Best is right"

4
20/08/2016

Looked for a hotel to stay on a recent visit to Alton towers and this seemed a decent hotel and a reasonable distance from the venue. Well not having to many expectations , I can honestly say the staff and facilities were excellent the gym and spa were ideal. Cannot praise enough really the whole family enjoyed the trip Alton towers , the monkey park trentham gardens ,and the hotel put the iceing on the cake.

"Ok"

3
19/08/2016

This was a nice hotel but I think the walls and skirting boards in the bedrooms could of been a bit cleaner. I also think there should be tiled flooring as easier to clean and carpet gets very stained quickly . The rooms were well equipped with a tv and tea and coffee etc . The restaurant was very nice and the bar and the staff were friendly

"Mr"

4
19/08/2016

Excellent room lovely reception an bar great pool sauna an steam room fantastic steak melted in mouth freindly an helpfull staff have booked to go back in october breakfast was good as well couldnt fault our stay

"Avoid at all cost"

1
19/08/2016

My booking was cancelled by the hotel at 4.00pm on the day of arrival! Long waffling story about an error with their booking system. I suspect they give priority to customers booking direct with the hotel and then cancel customers booking through online booking sites such as Booking.com. My work will take me to Stoke-on-Trent regularly for the next year or more but I will not be staying here!!

"Lovely staff but a little dated"

3
18/08/2016

The staff were lovely and very helpful specially as I originally booked the wrong night. The rooms are basic but a good size and ideal for what I needed, which was a base overnight ready for meetings in the morning.The hotel itself just feels a little dated and could do with an update, especially the shower that has seen better days. The food was good, but feel that breakfast was a is priced to high compared with other hotels at I've £14.

"Friendly staff"

3
18/08/2016

Stayed over a two week period in an executive suite. Room was large and clean. The bathroom was very dated. Felt safe as a lone traveller. Staff were the best thing about the stay. Swimming pool was tiny.

"Disappointing but the staff were Lovely"

3
17/08/2016

We stayed here for two nights either side of a weekend celebrating our sons wedding....the staff were absolutely delightful but I'm afraid the hotel did not live up to its plus standard. The first night ( Thursday) we stayed in a standard room....the decor was tired, the bed was not comfy, the bed linen was clean but had seen better days, there was a tear in one of the sheets. There was a stain on the carpet and the bathroom really needed to be updated. The second night ( Sunday) we had an executive room as that was all that had been available when I booked. This was better, the bed was certainly better and the room was fresher although still in a rather dated style. The bathroom was similar but had a better range of "extras" . We had been looking forward to a relaxing swim but we're really disappointed with the pool. It was unbearably warm, small, crowded and the water did not seem particularly clear. I was not really impressed with having to walk through the public area of the leisure club to access the pool, it led to a very wet and grubby reception area.

"2 night groupon stay"

2
15/08/2016

I have just returned home after a stay in your hotel with my husband and son from the and I just wanted to give you my feedback. We got married in this hotel in August 2004 and since then we would stay in the hotel every year (at least once a year) while visiting from Belfast. We have always loved staying there and enjoyed the room upgrades as I am a BW rewards card holder. We loved the food & drink and I also held my husbands 40th birthday party there 3 years ago. We have always made it a meeting place to catch up with friends and family while visiting. I have also recommended my friends from Belfast to stay with you in the past which they have done on numerous occasions. But this stay was very disappointing. Before I booked I had priced it up first and the price of a stay had rocketed. So I decided I wasn't going to pay that money. Then I got an offer on Groupon for 2 nights b&b and 1 evening meal, and I just had to pay for my son on arrival. I was happy with the price compared to what I was giving when I rang up or tried to book online. We arrived on the Wednesday about 2:00pm and the room was ready for us (we were not offered a room upgrade this time). At first the room looked fine but as we looked around and stayed longer we noticed there were stains on the sofa, the bathroom sink was blocked, there were not many towels, the beds where so uncomfortable, we were cold at night and the single bed was stuck up against a freezing cold radiator. We had a long journey before hand and we wanted dinner about 5:30/6:00 but the resturant didn't open until 6.30 so we booked in for then. The menu didn't suit me but my son and husband were happy enough with their choice we waited a good 15/20 mins for each of the courses to be served to us and by the time we had finished it was nearly 7:45, we were tired. But the food ratings have gone down and not one of us enjoyed our meal. Breakfast was great each morning we enjoyed it a lot. We invited all our friends and family to the hotel bar on Thursday night and no one could believe the price of the drinks. I beer and 1 (very small) slush puppy was £6.00. And 1 (very small) slush puppy with a shot of vodka was £6.00 - the prices are a total disgrace. So as our party had spent so much money we decided to call it an early night as no one could carry on drinking with those prices. On Friday we got up and left around 9:00 as we had had enough, we wanted to go swimming but we where not even sure if we were allowed to use the pool any more as it wasn't mentioned to us when checking in as usual. Now we are back home we have decided that that was our last stay at The Moat House Hotel and we will have to now find another local hotel to stay in from now now. It's sad to be writing this after 12 years of staying there, but things have definitely gone to the dumps.

"Nice hotel, restaurant poor"

3
15/08/2016

Visited on business, booked by my firm. The hotel itself is great, the room is big and clean & the set up is perfect. However, evenings in the restaurant were hectic. Although I take into account that it is the summer holidays, the restaurant before 8.30 was like a creche with children climbing over their parents, noise and mess. Service was also very slow. Shame for what is otherwise a good experience for a business visitor. Of course, this does also put me off from coming as a couple without young children. It has the potential to be a smart hotel but I would avoid in school holidays.

"Visit to Trentham Gardens"

3
15/08/2016

Hotel very noisey, doors banging, either from the rooms or the many fire doors in the hallways. Did find the staff very pleasant and the evening meal in the restaurant was very nice. Overall a good atmosphere in the hotel, pity about the noise.

"2 night groupon stay"

4
13/08/2016

Stayed here as it was close to alton towers. The room was large and immaculate and was cleaned both days we stayed. Cot in the room was fine and it also had 2 beds in it. Lots of room! We ate in the first night in the hotel. The menu has good choice and was great for kids as there is a play area for them to go in! Service was great and all the staff were pleasant. Breakfast was great, so so much choice and it was really delicious. Again- children were able to play in the play area. The hotel is in great location also and lots to do around stoke. Only reason I have marked it down is that I did not like the leasure centre. It felt old and dirty and it is also really small. Don't like how you get dressed into your swimwear and then have to walk through reception. The pool itself it warm and the jacuzzi was hot other than that I couldn't wait to get out unfortunately.

"A really good hotel"

5
13/08/2016

Stayed in this hotel for 3 nights, could not fault it at all. It is well situated within walking distance of many attractions. The hotel itself was very clean, bed was comfortable and the breakfast choice was excellent

"business trip"

3
12/08/2016

Stayed for one night on business, main reason was to choose a hotel with a gym, the hotel is large and centrally located, the hotel staff very friendly and polite, the food in the bar was ok, gym equipment is tired and poorly maintained, my room was dank and damp smelling.

"Spacious and conveniently located "

4
11/08/2016

Stayed here in order to take my children to Alton Towers. Hotel is located next to Water World opposite a cinema and 100yards from a shopping area. Rooms were smart and clean, the hotel covers a large site. Staff were very friendly and accommodating, we enjoyed our stay. Only one let down was that the pool is far smaller than it appears on photos and looked full with 10 people in it! A convenient place to use as a base, hotel prices are what you would expect!

"Alton Towers Break"

4
11/08/2016

We stayed at this hotel whilst we was visting alton towers for my partners birthday treat. I would highly recommend this hotel as the rooms were very spacious, clean and comfy, also I would recommend having a evening meal in the restaurant on the bottom floor as the food was really lovely and reasonably priced. The staff at the restaurant for our evening meal and breakfast were both really helpful and willing to help. My partner would recommend the Brownie as he said this was the best he has had for a long time. The parking at this hotel is free if you are staying in the hotel.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
hi Alex t Many thanks for the great review, I'm so pleased you had a great stay with us. Hopefully we will see you both soon Clare

"Weekend break"

4
10/08/2016

Clean, comfortable hotel with excellent spa facilities. The staff were most helpful. The room was clean and spacious with tea making facilities provided. Reasonable amount for clothes storage cupboards and draws. Breakfast was plentiful - enjoyed the Kippers! Evening meals and bar menus have reasonable selection of food choice. Short walk to Hanley for shops and local places of interest. Bus service outside hotel with timely service. A visit to Trentham Gardens recommended - bus service 21a stops inside the grounds of the venue. The hotel we will visit again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Stephen many thanks for the great review, its nice to receive such positive comments and that you would stay with us again. look forward to seeing you again soon Clare

"Very convenient"

5
08/08/2016

Myself and my boyfriend stayed here last night, the room was large and clean and the bathroom was also clean with plenty of hot water. We ordered room service for dinner and were very impressed although it was a little pricey. We had breakfast in the dining room this morning, this was a little disorganised although it was a very busy time of day. I would certainly stay in a best western again!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Hannah W Thanks a million for the 5 stars, so pleased you and the boyf' had a great stay with us. hopefully we'll see you again soon Clare

"Excellent hotel"

5
07/08/2016

We stayed for here after getting a deal through alton towers. The hotel staff were friendly, polite and very helpful. They happily accomodated our requests which other hotels haven't in the past. The hotel room was clean, spacious and with a lovely sitting area. The breakfast service was great. Will definitely go again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Azhar h Many thanks for the 5 star review. I'm so pleased we were able to accommodate all your requests and that you found us polite and helpful. I have forwarded on your comments to the team who are thrilled. Its great that you would also definitely stay again - thank you Clare

"Excellent"

5
07/08/2016

Clean, friendly staff, spacious room, overhead and hand held shower with decent water pressure in bath, good breakfast, leisure facilities (didnt use). Nice view over roof garden from room window, good soundproofing, chilled water with lemon available for guests to help themselves, newspapers to read, plenty of lounging areas, clear directions and signage. Would definitely recommend.

"Ann & Max South Glos."

4
05/08/2016

We have just returned from a very good 2 night stay here. The hotel is large but the service, friendliness and efficiency of all the staff that we dealt with was excellent. The room was spotless with a very large, comfortable bed and ample pillows. Tea / coffee and toiletries were supplied with 2 comfortable chairs as well as a desk chair. Breakfast choice was very good with everything kept topped up quickly and the evening dinner was also excellent. The service in the dining room was fast and unobtrusive and we were pleased to see the results of good training of staff. We will definitely stay here again as it is so convenient to see all that the Potteries has to offer and would readily recommend this hotel to others.

"Good chain hotel"

4
05/08/2016

We stayed at the moat house hotel when visiting nearby Alton Towers. The hotel is clean and the staff are professional and friendly. The leisure facilities are excellent. The pool was lovely and warm which was a plus because having a baby with us meant we didn't do much swimming about. The rooms are large. We stayed in a family room. There had been some confusion between the booking line and hotel so we ended up with bunk beds instead of a travel cot. This was rectified immediately though so can't really argue with that. The decor is plain and reminded me a little of student halls particularly in the long corridors but again all communal areas were clean and tidy. The dining area and reception have small play areas in the corners with a selection of toys that keep toddlers entertained which is a nice touch.

"2 night family break"

5
04/08/2016

Very happy with the hotel, for the money I though was reasonable considering it included breakfast and we had use of leisure facilities (local premier inn was more for just the room). Would defiantly go back, breakfast was excellent and nothing was to much trouble. We had a family room double and bunk beds (kids loved this as they have never had bunk beds. Despite being at the beginning of a corridor and next to a lift we heard barely any noise and nothing disturbed our sleep.

"Good food, good atmosphere, worth it"

5
02/08/2016

Have recently attended a wedding at Etruria Hall. Whole experience was superb. The staff who looked after the guests and bride and groom were attentive, and easy to talk to. They looked after the whole party with respect and with an excellent manner. The bedrooms were clean and well looked after. The food was hot, well presented and tasted good. The waitresses asked at each table if there were any intolerance or preferences before the meal started. The soup was accompanied by a roll as usual and a gluten free option was provided on a separate plate. The main course was completely gluten free, everyone had the same. The pudding was a chocolate brownie with ice cream, which was a good portion each. The gluten free option was meringue and cream with summer fruit, which was coveted by the other members of the wedding party. When the evening buffet was about to be served the waitress returned and said that a gluten free option would be provided. There was more than enough for one person and a good choice of food provided. There were 4 buns each with a different topping, including beef and onion, ham and cucumber, cheese and onion and turn a and salad. There was also a substantial bowl of chips. Going on this experience the restaurant should be be well up to standard and we will return to check this out soon. Think we should be proud of this place, the staff and environment and encourage people to come. I realise this place has had poor reviews in the past but think they have addressed many issues and are beginning to get it right. Thank you Moat House and Etruria Hall for a truly rememberable wedding day experience, you have our thumbs up.

"Excellent"

5
31/07/2016

Well equipped and established hotel run well with friendly staff. Located in Festival Park and a good base for Staffordshire. Good sized rooms, health suite, breakfast, grounds etc. The hotel has been kept to a high standard. Excellent facilities for a special occasion.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Mike Thanks a million for the 5 star review its great receiving such positive feedback. Look forward to welcoming you back soon Clare

"Executive suite double room stay..."

3
30/07/2016

Pros: Straight off motorway, free parking, nice looking hotel, pleasant reception staff who informed us any extras would just be charged to my card, room decor was nice but slightly tired looking, fantastic breakfast, evening food was nice once we finally received it! Cons: Thick with dust on skirting boards and table tops etc in our room, wall lamp hanging loose from the wall, air-con didn't work. We ordered room service at night, we were told would be approx 30 mins for food. After well over an hour rang down to reception who then said one of the meals wasn't available but actually was as it had 24 next to it which means available for 24hrs? and to find out the meals weren't even ordered! My girlfriend came down to be told we would have to pay cash as my card couldn't be used, the receptionist said there was a bank over the road (outside in the dark past midnight) the bank machine wasn't even there (morning receptionist told us she has informed the other staff many times previous to this that the bank machine is no longer available.) Then miraculously the nights receptionist rang through to our room minutes later to let us know he would let the payment go through on the card? Fair play he only charged us for the dearer meal but rightly so for all the messing about. The breakfast in the morning was lovely and the reception girl (I think was called Anne) was helpful and very apologetic.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Dale Many thanks for the feedback great re the pros sorry about the Cons ill get those sorted Hopefully we'll see you again Clare

"Not one of the best places I have stayed"

3
30/07/2016

Our office is round the corner so it makes sense to stay here. If I had a choice I wouldn't. Nothing specific just cheap products used and rooms need refurb. The bar area is ok but the selection of beer limited unless you want pumped branded stuff.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh Dear Apples Cant be nice being forced to stay somewhere you don't want to.... How can we make it more pleasant? Beer wise we do have a selection of Ales from the local brewery - Titanic have you tried those? Clare

"Excellent service"

5
26/07/2016

I was at the Best Western Plus Stoke on Trent with a few friends, my husband and 2 children. We all had the best experience. The hotel was centrally located to all the places we wanted to visit and the shops too. I enjoyed the breakfast as well. The hotel had play facilities for my children, I was very impressed.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Ogo Thanks a million for the 5 star review its great to read that you and your family had the best experience. Hopefully we will see you again soon Clare

"Excellent hotel and service"

5
24/07/2016

Booked this hotel with my wife and friends as a overnight stay with a Alton Towers package. Arrived in the evening and was welcomed warmly and promptly given our room keys. The rooms were amazing and well kept and the bed was just what i needed and was extremely comfortable. Breakfast in the morning was excellent with a very large selection of hot and cold food. Could not be happy with the hotel or the service. Will definitely be back.

"Refurb "

4
21/07/2016

This place is good it offers quite a lot more than just a room, it's easy to find and can be quite cheap if you shop around, there is good local restaurants within walking distance so enjoy your time in the centre of the city

"Not a good experience"

2
19/07/2016

It all started with the checkin when I was told the double room I had booked was not available and could I take a twin room. I said this was not acceptable and suddenly they found a double room.!! The room was very hot and so I switched on the air conditioning only to find out it was the noisiest air conditioning I have ever come across The evening meal was not much better as the starter was very poor, Tempura Chicken, more like chicken in bread crumbs. I had the gammon steak for mains and had to remind them that I was still here waiting for my food. Breakfast was equally disappointing, cold bacon, no fried eggs, no apple juice - and the place was not even busy..!!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Dear Cazanddick Thanks a million for the review sorry things weren't up to scratch! It always amazes me how sometimes miraculously a double room can be found doesn't do much for building trust..... It would be great if you could let me know which room you stayed in so I can get the comfort cooling looked. With regard the food issues again it would help me to know when you stayed then I can follow this up with the correct team members. thanks again and look forward to hearing from you Clare

"Great stay as always"

5
19/07/2016

Loved this hotel and would defo make a return trip.. Stop over on our way to Windsor and as usual the hotel meets all requirements. The family rooms are great with comfy bunk beds for the kids and a luxury double bed for the adults.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Pamela Thanks for the 5 star review its just great receiving such positive feedback. See you again soon Clare

"2 x nights in hotel and 3 days at Alton Towers 100% fun"

5
18/07/2016

we had the big Family room very spacious and we had everything we needed for the 2 nights the breakfast was good and we had dinner in the evening which was a Carvery so absolutely brilliant and only 39 minutes from Alton Towers resort which we went during the 3 day

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
What a fab review thanks Grant. I'm so pleased you all had a great stay. Do come back and see us again soon Clare

"Bring ear plugs!"

3
17/07/2016

Okay...mixed review so easier to divide the issues into pros and cons. Pros All the staff are lovely, without exception. I get the feeling they know the hotel isn't perfect and do their best to make up for it. Plenty of parking, just register your vehicle in reception on arrival. Plenty of towels, toiletries and tea/coffee facilities in the room which are replenished in the morning. Bed was very comfortable, plenty of plush pillows. Nice pool downstairs which was generally quite quiet when I was there and as soon as a child had an accident they drained and cleaned the whole thing which is reassuring. Cons My room key deactivated itself three times in total, twice when I'd used to leisure facilities and I had to walk into reception partially dressed after going up to my room and then all the way back down again. Decor is dated, faded and some strange orange stain on the ceiling. Don't look behind the bed whatever you do! Dust bunnies is an understatement. Breakfast was okay, but no pastries as advertised and the apple juice was revolting. Tasted like cordial. So, so, so noisy in the hotel. My room had a locked, adjoining door with the room next door and I could hear literally everything they did. This coupled with the music and singing at 1am from the hotels reception venue meant a trip to the 24hr Tesco for ear plugs at half nine. For a hotel that advertises itself as 4* it just isn't up to scratch, BUT I would stay here again if there was a promotional booking price and just adjust my expectations accordingly. I wouldn't pay the normal asking price.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi what a well constructed review - thank you. I've taken both the pros and cons and started doing more of the pros and improving the cons I'm really pleased that you would stay again and hopefully when you do you will experience the improvements... Clare

"One thing after another"

2
16/07/2016

We have had a lot on in the last 3 months so I decided to book a groupon offer and have a night out like we did at the Leyland Best Western. Room, amenities, evening meal and breakfast the next day. Arrival was easy and we were in our room within 10 minutes, stains on the carpets and going threadbare in places but vacuumed and clean. The furniture was looking poor with scratches and edges dinted and the bed had two scallops out where it had been slept on hundreds of times, pillows flat and lifeless. Toilet flush went from 2oclock to almost 10oclock when turning and you were lucky if it flushed at all (in the end i had to tell housekeeping i left it with a T**d in it). Anyway with all this we decided to go and enjoy the facilities, the changing rooms were filthy dirty with bags and toilet roll lying around everywhere ( i did report it to the desk man) look at the air conditioning unit in the changing area, sitting in the jacuzzi I nearly cut myself on the incredibly sharp edges and when you want a drink you have to go out of the pool area and into the gymnasium and its very awkward trying to carry two cups and open two swing doors. Evening meal consisted of a starter main and pudding, because we were groupon we had a special menu just for us we ordered pate and it arrived on a slate platter but looked like it had bean out in the open for a while because it had a crust of dried pate all around it. Needless to say we ate it because we were starving, Ok main course I had chicken tikka with rice and naan and my partner had 4oz fillet steak. The chicken tikka was awful, tough bits of leather and the sauce was nothing like a tikka and my partner left half her steak, after complaining at this point and feeling downright let down the food manager offered us a pudding from the a la carte menu but as you can imagine we felt very put off at this point. Anyhow I decided to go with the sticky toffee pudding with cream, but guess what? It arrived with custard so i had to get them to change it. but it turned out ok and my partner had cheese and biscuits. We were given a full bottle of house red to compensate but that's not the point, we wanted a break to relax and unwind, not battle and feel frustrated. A lot has to be done at this hotel to even make it a 2 star, we have stayed in lots and lots of other places on Groupons but we will never stay here again. My partner also adds: We booked our meal for 9pm hoping for some quiet / adult dining time. However, it was more like a Butlins canteen! Crying babies in high chairs being spoon fed, toddlers and children running around and often close to our table. This was unnecessary because a very large area of the dining room wasn't being used, in fact it was laid and prepared for breakfast. Staff in general were very busy setting up tables for breakfast around us while we dined. On a positive note, breakfast was good.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh dear - not great reading! I know you spent some time chatting with Wayne we have taken your comments on board and have already made some changes based on your comments. Hopefully we will give us a second chance and come back? Many thanks for taking the time to give us such constructive feedback Clare

"Good base for exploring 'the potteries'"

4
14/07/2016

We stayed here for 3 nights with our 5 year old. We used it as a base to visit the surrounding area including a trip to Alton Towers. It was completely fine for this purpose, family room, comfortable beds, very good breakfast . The pool was small but warm ideal for small kids but not suitable for real swimming. staff were nice and we felt it was good value.There is nothing luxurious or special about this hotel but there is nothing wrong with it either , met our needs perfectly for this particular trip.

"Very good experience overall"

4
08/07/2016

As a 4 person family consisting of two adults and two teenage boys, we booked one of the suites. The room easily large enough for 6 people with an additional sofa bed. One key point we liked was the king size bed area was seperate to the bunk beds for the boys. The room was very clean and easily met our expectations. The leisure club was good, we used the jacuzzi, steam room and sauna. Only gripe with the jacuzzi was that it would randomly turn off and some guests had their young children join them despite clear signs that only over 16's allowed in. The Viva restaurant was reasonable, the portion sizes for the price was a little small for our liking however the quality could not be faulted. Breakfast in the morning finished at 9am which was a little early for our liking. Other hotels we have stayed in, have served breakfast up til 10am. Nevertheless, the quality was good however the food was slightly greasy. Price overall was good.

"Am I missing something?"

2
08/07/2016

I stayed here as I had a meeting in Stoke. First impression was a very dated hotel trying to be something it's not . Check in was pleasant and quick. Went to my room to discover dirty towels in the bathroom and items left from the previous guest . Not a good start . I went back to reception and got a new room without question so I assume it's not the first time this has happened. My room was large but very dated . I didn't have breakfast as the queue was very slow and life is too short. The only thing I liked was free WiFi and plenty of parking. Nothing else and won't stay here again.

"???????????"

4
08/07/2016

????moat house????best western???????????????festival park?????????wedgwood??outlet?????????????????????????????stoke on trent?manchester??????????moat house is the local name, it is franchisee of best western chain hotel. Quiet good for vocation or business. I stay here is because we has subsidiary in stoke on Trent.

"Best in Class"

5
08/07/2016

Had the best experience here. Just an overnight stay but everything from rhe room to the staff was excellent. I travel often and stay in some decent hotels but I was very pleasantly surprised at how good this one was. Room was clean, fresh and modern. And even better it was very quiet and comfortable. Slept like a log which is very unusual for me. I just want to give a shout out to Matt who served behind the bar. First class service. Very polite and bent over backwards for you. Could not have had any better service.

"Definitely returning"

5
06/07/2016

Food and service were exceptional. Rooms were really lovely. Only downside is that my partner complained that the beds were very hard and pillows uncomfortable. Apart from that we really enjoyed our stay and will definitely stay at a Best Western hotel again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Naomi Thanks a million for the 5star review and the all important recommendation. I look in to the bed and pillow issue. Hopefully we will see you again soon Clare

"Lovely Hotel in Lovely Grounds"

4
06/07/2016

The Moat House at Hanley is a lovely large hotel in lovely well maintained grounds. It is classed as a spa hotel with a gym. There is lots of parking which is free if you are a guest so don't rush to the parking payment machines. Check-in was easy and friendly and the rooms are a good size, comfortable and well equipped. The bathroom is a little dated but everything worked as it should. Excellent bar area and very helpful, friendly staff. My only disappointment was the pool size which is tiny for a hotel of this size and only marginally bigger than the jacuzzi. It can only cope with 3 persons at a time. The gym looked well equipped and was popular. Breakfast was the usual buffet style with a help yourself excellent coffee machine. All in all I enjoyed my stay in this comfortable hotel and would look to staying here again when in Stoke.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks for the great review so pleased you had a lovely stay with us. Hopefully we'll see you again soon Clare

"Happy stay"

5
05/07/2016

My family and I stopped off here on our way down to Torquay. The reception staff were really helpful and we were more than happy with the family suite we received. We used the hotels leisure facilities and ended up with the whole pool to ourselves which the kids loved. My only fault with the place was that we had dinner in the hotels Resteraunt and although the food was good, the staff were less than attentive and we waited a while for our order. The hotel was clean an tidy and pretty centrally located.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Flipflopfunk Many thanks for the 5 star review its great to receive such positive feedback. Sorry the restaurant team were less than attentive - we'll sort that out ready for your next visit Clare

"A reasonable basic hotel at a premium price"

3
02/07/2016

I booked a family room, got a triple. Not a problem. The hotel is pretty much sign free so it's good for getting exercise finding your way about. Dinner was poor, a Caesar salad was a bowl of tough lettuce, some bacon I think, some balls of wet breadcrumbs and an egg. I think the sauce must have been poured on the croutons and then the entire mess stirred. Yuk. I don't eat full English so my choice at breakfast was some basic cereals, cheap yoghurt with tinned grapefruit, fruit salad or oranges, sliced white or whole meal bread with silver spread marmalade, marmite or fam in cartons. Orange or apple juice. The menu showed a much wider choice than was actually served. A total disappointment at £14.95. If you like full English with soggy, fatty bacon or if you want chips for dinner then this may be for you.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the review. I'm sorry you found us to be basic. I'm a confused with the room type as a triple would be regarded as a family room if you could let me know when you stayed and the name you booked in I can follow this up. We do have an extensive breakfast menu some of the items are freshly prepared by the kitchen so just need to be ordered with the waiting team Im sorry you were unable to do that or that it was unclear. Hopefully you'll give us a second chance

"Trip to Alton Towers"

3
30/06/2016

We stayed at the Best Western plus hotel last weekend as a base for the weekend at Alton Towers. It's a great location, not far from the M6 motorway and only 30 mins from Alton Towers. We arrived at 11pm and was made to feel very welcome by the reception team. Our room key were immediately available and we were up in our room within minutes. We booked a family room and we were put in one of the hotel suites. It was a very large room with a king size bed and a bunk bed. We had two TVs and a sofa and the room was of really good standard and extremely clean. The hotel staff were all extremely polite and welcoming and were a credit to the hotel. The only downside was the breakfast. The breakfast area was really nice and we were shown to our table quickly and directed to the buffet and given the option to order fresh food from the menu. The buffet itself was not very big and most of it was the cooked breakfast. There was a limited amount of fresh fruit, cereal or pastries/rolls/bread. I choose some bacon and a slice of toast and both of them I just could not eat. The bacon was extremely fatty and did not taste very nice and the toast was burnt. My daughter also had the bacon and could not eat it. What frustrates me with hotels breakfast is the lack of fresh tea/coffee. You pay good money for the facilities and you end up with a tea/coffee machine! Why do hotels do this, having a fresh pot of coffee in the morning makes a massive difference and its small things like this that can make a difference. So in summary, the hotel and its facilities are great. Staff are excellent but in my view the breakfast just let everything down for us.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
hi Many thanks for your review I'm pleased to read that you found the hotel facilities and staff excellent, disappointed that you didn't like breakfast. Re breakfast I'll review what we offer and let the chef know your comment re the bacon. I'm surprised by your comments re the coffee machine we under stand that its really important to offer a great cup of coffee or tea at breakfast - so our machines hold Douwe Egberts coffee beans - the beans are ground in the machine and the coffee dispensed so its a fresh cup of ground coffee. on the back of your comments I will however check that the quality is as it should be. Hopefully this won't put you off staying again Clare

"Wedding stay"

5
29/06/2016

Hotel was brilliant, rooms spacious and comfy. Didn't use other facilities but other guest did and said they were great. Breakfast was full of variety and all fresh. Would definitely recommend a stay at this hotel. Staff were all very polite and helpful.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review and the all important recommendation - its great to receive such positive comments. Do come back and visit us soon Clare

"Hen party spa day"

5
26/06/2016

11 of us booked for a spa half day. Well,what an amazing time was had. Staff were lovely they could not do enough.for £38' we had full use of the swimming pool; sauna; steam room; gym and a 30 min hot stone back massage absolute bliss. Highly recommend, treated like royalty xx

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Sue What a great review whilst Id like to take all the credit the Spa is run by a c9ompany called Jasmin Olivia so I will pass your comments on. they too have a Tripadvisor page. Look forward to seeing you again soon Clare

"Not great. "

3
25/06/2016

Stayed here for business. The decor is very dated and the bathroom wasn't very clean, lots of hairs in and around the bath. The gym has majority of the equipment you'd need, however again is quite dirty. The bar is VERY over priced. You expected inflated prices but this is shocking. Breakfast room is ok, it has plenty of choice. Doors in the hallways are hanging off their hinges and very difficult to open. I opened one door and the handle came off. I wouldn't choose to stay again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the review sorry we didn't 'wow' you I have discussed your comments with the team and we will action the issues raised - so please don't let it put you off staying again Clare

"room and food good but noisy"

4
24/06/2016

the food was brilliant they were accommodating to my dietary requirements, the room was nice, but the room next door were either very loud or the walls were very thin as i got very little sleep due to the sounds.

"Decent Hotel"

4
18/06/2016

This is a very nice hotel with a pool and good gym. The rooms are clean and spacious and the staff are very friendly and give good customer service. The breakfast selection is good but, for me, the addition of bread rolls would be good rather than just sliced white and brown bread. They have also taken off Stella so for me, there's nothing worth drinking so I had to go out for dinner and a drink. Nicely situated for amenities and has large car park.

"1980s hen party"

5
18/06/2016

A group of over 30 went to an 1980s evening at the moat house. It was absolutely packed with a party atmosphere of mostly hen parties(of which we were part of). The room was decorated fab. The meal was superb, and hot. The entertainment fantastic. The dance floor was full all night. A very good night had by everyone and value for money. Well done to all your staff. Would definatly go again.

"Great stay"

5
17/06/2016

Very good hotel great staff and great food and all the amenities you would require. Location good and assess to the A500 and M6 near but not hear enough to cause disturbance the staff where extremely helpful.

"A Good Guest Room"

5
16/06/2016

Our room was a good size and comfortable. We were part of a group and group meals were well done. The buffet breakfast was excellent. Dinner in Etruria Hall, the former home of Josiah Wedgwood was very well organised.

"OK for the price"

4
16/06/2016

I expected this hotel to be a bit nicer going on photo and outside, which looked very new and modern and fancy. It was just average. The double bed was a good size but fairly thin mattress and the covers were not very warm. The bathroom was clean but once again not much hanging for towels. We like rails. Not sure if this was supposed to be a disabled room. There is a lift up to the rooms. The receptionist told us breakfast was included but it was not. However, there is ample (buffet style) but some of it, eg the fruit salad did not look very fresh and the scrambled eggs could have been better. A lot of places do not have plain oats but only a sugary museli. This was one. Not everyone likes sugar in their cereal. The toaster was turned up high and burnt someone's toast; I was concerned that the smoke alarm DID NOT go off with so much smoke. Dinner was a reasonable quality at 12.95 GBP each for fish and chips with mushy peas. Parking was free to guests. Situated in an area where there are many pottery museums of great interest. Easy to see from the road at the roundabout. There is a supermarket just up the road too.

"great retreat from alton towers"

5
14/06/2016

We are a family of 6 (2 adults and 4 children) and decided to stay here after our day out at alton towers. it was fantastic. our room was very spacious, a king bed,bunk bed and a double fold away sofa bed!! bathroom was huge,and there was a separating wall between the king bed and the bunk beds which was nice.felt like an interconnecting room with us having our own space and the kids having their own space. they even had 2 TV's!! the swimming pool was good enough for the kids as they enjoyed that. A good breakfast the following morning was great. definitely recommend

"Not so bad"

4
13/06/2016

Me and my boyfriend stayed at this hotel for one night. Overall, we were quite happy with the room we got (121); big bed, room was spacious, clean bathroom. Everything looked good. I'm rating this hotel 4* due to the restaurant. On Saturday night we went downstairs to have some food. We decided to eat in the lounge and have bar food. We ordered 2x cheeseburgers at 19:45. 40minutes later we were still waiting for food. I went to the bar to ask what was happening as it shouldn't take this long just to serve 2 cheeseburgers. I was told the restaurant was busy but the food should be with us shortly. Normally, I wouldn't have any problems with this but I was not satisfied that this wasn't said when I was ordering food. We finally received our cheeseburgers after a 50 minute wait!!! If I was told at the time of ordering that the restaurant is quite busy and it might take a bit longer for food then I wouldn't be so angry but I wasn't informed about it and for all I know rather than wasting 50minute on waiting to be served average burgers we could have went out and have food elsewhere. I wasn't impressed that this wasn't pointed out at the beginning hence the 4* review.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for your review I'm glad that in the main you had a good stay with us. Re the cheeseburgers I will sort this out with Chef and the bar team youre right there shouldn't be a 50 minute wait, and if there is going to be a delay you should be made aware. I do hope this wont put you off staying aagain Clare

"Good, but for the service"

3
11/06/2016

My wife and I spent 2 nights at the Best Western Plus with our daughter (7) and twin boys (4) as part of a trip to Alton Towers. We had a family room, with our boys sleeping in a bunk bed and an additional 'camp bed' provided for our daughter. The room was absolutely fine for our purposes, although our double bed was one of those where you end up rolling into the middle. The hotel was well-located for trips to Alton Towers and we'd definitely recommend it for anyone with that in mind. We will probably look to stay here again in the future. What let the place down for us, though, was our experience of the service when we had dinner in the evening. The hotel has a great deal with where 2 adults can have 2 courses and a glass of wine for £30. They also have a 'kids eat for free' arrangement, meaning that we could all have dinner for £30 plus the price of an extra kids meal and a few extra drinks. You probably wouldln't expect great food for the money, but it was actually very good - I'd have happily paid more for the standard. On top of this there were kids activity packs available and someone doing free face-painting for the kids. At this stage, then, it almost sounds too good to be true. The problem, thogh, was that having arrived at about 6.30pm, by 9pm we were still waiting for dessert. The staff were polite and friendly when they actually came to our table, but for the most part it felt like they'd just forgotten us. After waiting for what seemed like an eternity, we ended up sending our daughter to get a member of staff just to take our order. Service was then slow, and we had to go and find them again when it came to asking if we could order dessert. We then waited and waited and waited some more until, at about 9pm, someone eventually came to our table asking if we'd like our bill! At that point, I gave the waitress a minute to sort out our desserts and, when they didn't arrive, we walked out without paying (something I've never done before). The hotel never tried charging us for our dinner, but the terrible service really tainted our overall experience. As I say, we would probably actually go back to this hotel again and would recommend it to others, but we'll think twice about eating there in the evening.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh dear - having 2 3yr olds myself I know waiting this long for food in a restaurant is one of the most stressful ordeals a parent can go through! I'm so sorry this happened to you, we are doing a lot of work with the restaurant team in preparation for all the families arriving over the summer.. We do have the great kids eat free offer, face painting and activity packs and are fine tuning are offer at the moment so any other feedback you have regarding ensuring our families have a stress free stay would be great my direct email is [email protected] Hopefully we will see you all again soon Clare

"Birthdays and Wedding Anniversary Celebration - Beautiful Memories were made in this Hotel"

5
08/06/2016

Family Room - spacious Bed - soft and nice Wifi - free Parking - free . You have to register your car to avoid ticket and penalty . Staff were helpful and kind . Excellent customer service I must say . We would like to send our special Thank you to the staffs who served us Birthday dinner last June 4 and Anniversary and Birthday breakfast last June 5 .Thank you very much for the balloons and all . You made our day extra special and helped us made good memories . I wish we had more time in this Hotel . I would definitely recommend this hotel to my friends .

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review - making great memories is what its all about Im glad we were able to help with this..... Thanks also for the recommendation. See you soon Clare

"Finally Occomodating"

4
08/06/2016

We recently stayed at the Best Western at Stoke on Trent in England for a business/pleasure trip. The facilities were nice, the food was great and the staff were pleasant once we were accommodated. My wife arrived early morning from her flight from the US and didn't have a room yet. She would have liked a meal or at least a cup of coffee but wasn't really offered either. In the restaurant, they told her that they couldn't give her breakfast until she had a room but she wasn't getting a room until it became available later that afternoon. Eventually, she was offered a free upgrade and the staff were pleasant and helpful about directions and travel information.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for your review I'm really pleased that after a poor start your stay with us was good. I have discussed this with the team your wife should have received better customer service from us Im sorry that this wasn't the case. Hopefully we will see you again soon Clare

"Wedding Night - Fantastic Visit"

5
07/06/2016

Myself and my new wife decided to stay in one of your suites as it was our wedding night. What a great choice we made, my best man and I arrived to check in and the lady who checked me in (assistant manager) was lovely, she made me feel extremely welcome and couldn't do enough for us. When we got to the room, it was simply Beautiful and couldn't wait to show my wife. Later that night upon our return, my wife loved the room and it's amenities, we'll definitely recommend you to those visiting us in the area. Should there ever be an event where we need to stay over again we would do so without hesitation.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Jordan Congratulations! Thanks a million for the 5 star review, I'm so pleased you both enjoyed staying with us and that you would definitely stay again. Wishing you both a happy and healthy life together Clare

"Great hotel, lovely staff"

5
06/06/2016

Clean, comfortable and smart with easy walking access to the canal towpath and local area. Staff friendly and accommodating throughout the hotel - observed dealt well with a couple of challenging guests in the bar/restaurant. No noise from events heard in room. First hotel shampoo not to wreck condition of long hair. Will be back.

"Shabby not Chic"

3
05/06/2016

We stayed at the hotel a few nights ago but we're disappointed with the general condition of the hotel. Staff and location was fine. Room size is great and facilities ok and hopefully will be included on a brand refresh in the near future.

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi David Many thanks for the review really pleased you found the team , location, room and facilities good. Have noted your comments re general condition. hopefully see you again soon Clare

"Great Stay"

5
05/06/2016

Super staff and facilities, family friendly. Stayed 1 night before visiting Alton Towers. Made a usually long trip very enjoyable. Kids loved the pool. Great private location close to local retail park. Easy drive to Alton Towers 30 mins.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its great to receive such positive feedback. Hopefully we will see you all again soon Clare

"One night business stay"

4
04/06/2016

Large, spacious hotel. Nice bar area for working in and excellent breakfast. Rooms very quiet and comfortable. Excellent, quick and free wifi too and car parking free if you are a resident staying at the hotel.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the great review - its great to receive such positive feedback. Look forward to seeing you again soon Clare

"Overnight stay"

4
03/06/2016

I stayed her while working in Stoke in May, There was a large car park and in reception the staff were friendly and attentive. The hotel is quite big and part of the Best Western Group. I arrived l;ate in the evening so did not have time for an evening meal and went straight to my room which was spacious and well equipped. Breakfast in the morning was an all you can eat buffet style with cereals, fruit salads or full english as options, this was as you would expect at a large hotel chain perfectly acceptable. As I was only there for one night and arrived late I am unable to comment on the standard of the waiting staff. Noise wise considering that there was a wedding party in the hotel and a large contingent of young Gymnasts, I did not hear any excess noise at all. In all a good budget hotel.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the great review. its so nice to receive such positive comments regarding your stay. Look forward to welcoming you back soon Clare

"Lovely night away"

4
02/06/2016

My partner and I stopped here for one night at the weekend. There was a blonde lady wearing glasses on the front desk - a credit to the hotel! She was friendly but not pushy, courteous and smiley throughout our stay. The room was lovely and clean with a nice bright bathroom and comfy bed. Great nights sleep. Thankyou.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the great review. I've passed your comments on to Beth who is thrilled. Please do come back and visit us again soon. Clare

"Nice but noisy. "

3
02/06/2016

We stayed for one night whilst working close by the day after. Bearing this in mind we were hoping to get a good nights sleep. The bed itself was very comfy and the room was pleasant but we were kept awake until late at night and woken just after 5am with doors banging closed regularly. Staff on reception were friendly on checking in and out. As we only stayed for one night we didn't use any other facilities.

"Excellent"

4
01/06/2016

Stayed here for two nights, apart from the initial hiccup about the rooms, which, after the lovely duty manager became involved, was sorted out within minutes. Very clean, if a bit tired, beautiful swimming pool, excellent breakfast, staff were all very welcoming, friendly and efficient. Would define recommend and stay here again. Thank you guys.

"GOOD VALUE IN SUPERIOR SETTING"

4
01/06/2016

Need a venue for a business meeting or overnight stay? Try this hotel. Very convenient location. Internet that works. Very efficient and friendly staff. Breakfast that is above average with cooked to order items including Staffordshire Oatcakes.

"Best Western ... Best Stay!"

5
31/05/2016

I travelled alone, but met up with my Son, Daughter-in-law and grandchildren, aged 2 years 11 months . We had 2 rooms. Both of which were lovely and spacious. Bathroom was very clean. Beds, exceptionally comfortable. Choice of breakfast catered for every choice possible. Our choice was delicious and set us up for a very active day ahead.

"Above and beyond - if only all hotels were like this."

5
30/05/2016

We arrived for an overnight stay en route to another location. It was a big birthday that day an we were offered an upgrade to a suit, got a card and small gift and a bottle of fizz waiting at our table in the evening. The staff couldn't have been more charming, especially Jane on the desk and Kristy in the restaurant. We used the pool, jaccuzzi and sauna in the spa and found them clan and well maintained. The suite was amazing, also clean and well maintained. The bed needs a special mention - so comfortable we had to be scraped off with a crowbar! I want one. We thought that as it was a city hotel it might be a bit noisy especially as we always sleep with the windows open but it was remarkably quiet, even first thing in the morning. Breakfast didn't disappoint, and being self service, meant a great choice. Trying to think of a good excuse to go back again.....

"Ideal for Alton Towers!"

4
29/05/2016

The room was adequate, the children were excited by the bunk beds! The food in the restaurant was really reasonable, great choices for children and the staff were all very friendly. Breakfast was brilliant and had all the options you would expect. We used the pool in the morning which was small but fine for a quick dip before heading home. We found it a great base to use for Alton Towers, only around 15 minutes drive.

"Great customer service"

4
28/05/2016

Just back from a great night's stay at this hotel. Very well looked after. Being a single lady with mobility issues their customer service was excellent. Nothing was too much trouble and every request swiftly sorted. They were always asking if I had everything I needed. The room was extremely comfortable and breakfast was just what was needed with a wide range of choices, both cooked and cold. Despite being very busy with several parties of large groups, I was in no way ignored or forgotten. Will definitely stay again.

"Classic - general manager needs to be a secret customer & would really benefit from the experience "

2
26/05/2016

I stay @ loads of places weekly & never normally put finger tip to key board but..... Arrived @ reception, lovely lady BUT had to wait literally 20 mins to check in, last thing you need when your knackered - classic poor management on scheduling & nobody apart from the poor lady on her own on reception to be seen. She obviously had no one to call to help or it's just accepted people have to wait. Room v nice & spacious Needed to get some work done so tucked up at a table in the corner of the bar. Great location good space for catching up... But again be good for manager to see this from other side of the fence ... Staff chatting with mates other side of the bar & colleagues behind the bar making derogatory remarks about customer (probably fair but very unprofessional), worth noting they did graft & were good face to face with customers. Obviously a big institution to turn around, not sure what the occupancy rate is, but could be so much better.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Rick What a great insight many thanks for the review. I'm sure will appreciate its very difficult for a GM to get this kind of insight. It would be a great help if you could let me know when you stayed? My email address is [email protected] I really do look forward to hearing from you Many thanks Clare

"Fabulous customer service and staff"

5
25/05/2016

We stayed here at the end if April 2016 during a visit to Alton towers water park for our 5 year olds birthday. When we checked in after a long day at the water park with our 5year old and 6month old, we were all tiered and hungry- lady at check in was very polite and efficient in getting us a table booked for dinner. Our son mentioned it was his birthday that day and she said she would try to get a cake for him after dinner. We were very great full for this but were just expecting a s Ice of cake for him after dinner. When we got down to dinner all the staff knew it was his birthday and made him feel very special not only did he get a chocolate brownie and ice cream after dinner but there was a balloon arrangement on the table for him to keep and a birthday card. He was over the moon. The food was good and they have a deal for dinner for 2 with a drink and the children eat free with adults paying. Even the food for children was good not just the usual rubbish they had fresh food ours had chicken breast veg and mash and ate every bit. The staff were fantastic and couldn't do enough for us the whole time we were there. Parts of the hotel are dated but it is clean and comfortable with large family rooms containing bunk beds which our son loved so much he now want bunk beds at home. It's not a luxuary hotel but in terms of services for families I couldn't rate it highly enough and would defiantly stay again if going to Alton towers.

"Simply very good"

5
25/05/2016

I stayed for one night on business in May 2016. Excellent hotel and useful location for many family activities nearby including dry ski slope and Waterworld. Nice room, good service. Nice quiet road so sleep was good too.

"Don't go!"

1
23/05/2016

Very dated, very grubby and the staff (esp at night) are very miserable. I have no idea how this place gets 4 star. Breakfast staff were great, very attentive but I moved back to Holiday Inn Express - very unsatisfied, would have been even more annoyed had I been paying it myself!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh Ryan What an awful review, I'm really sorry you feel this way. Unfortunately as your review gives me very little information on areas or examples of what was specifically wrong I cant investigate so would it be possible to email me with a little more information? [email protected] Info on when you stayed which room were there any specific examples re the miserable staff? On a more positive note I'm glad you found the breakfast team to be very attentive. Look forward to hearing from you Clare

"Average Stay"

3
21/05/2016

Room was fairly spacious but could hear the road unfortunately. Fine for business use with great lunches. I wouldnt stay here for leisure purposes though. The pool is small but the gym is fairly well equipped.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the review I'm sorry you found us to be average... Leisure wise we have some great facilities and offers. The leisure Club suits family use, we are 35minutes from Alton towers, within walking distance we have the ski Centre, Ten pin bowling alley and cinema. Children under 12 eat free with Mom and Dad. So please don't right us off as a leisure destination. Look forward to welcoming you back soon Clare

"Excellent service but slightly shabby bathrooms"

4
20/05/2016

I have stayed at this hotel several times. My feedback is usually the same. This time the service was even better than usual and the food in the bar was extremely good. I always sleep well as the beds are comfortable. What consistently lets this hotel down is the bathrooms. They need a 'deep clean' and a bit of a refurbishment. It isn't actually that hard to clean the grout between the tiles properly.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Craig Many thanks for your review I'm so pleased you found us to be excellent. point noted re bathrooms. Look forward to welcoming you back Kind regards Clare

"Warning! No showers!!"

3
20/05/2016

My husband booked a "superior" room, thinking it would be...well...superior. It turned out what we had was a "family" room and what a nondescript, bleak affair it was. Granted, it was huge, but it had hardly any furniture (not even a couple of chairs!) and the children's bunk beds looked like they had come out of a prison. Worse was to follow. The appallingly old shower unit was in the bath with only a tatty shower curtain around it. We asked if we could have a room with a step in shower as I have arthritis and find stepping in and out of baths difficult. We were told they didn't have a single room with a proper shower unit, and that if I wanted to have a shower I should visit the spa! Frankly, the only reason I have given the hotel 3 stars rather than 1 is that the buffet breakfast is well stocked (though of course being a buffet means that all the cooked items are cold and flaccid by the time you get to eat them) and the spa facilities are very good.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh dear Di I'm sorry you didn't like our family room it is a superior room but not one I would allocate to a couple so I'm not sure why it was booked for you? did your husband request this? The baths in these rooms are corner baths with shower units. Unfortunately we do not have any walk in showers, all showers are part of the bath unit. In our' easy access' rooms we do have grab rails and shower seats - we could have if we'd known offered you one of these rooms? Regarding breakfast we do offer an extensive range of items and this is topped up regularly to ensure guests receive the very best quality items - can I ask if you made one of my team aware of the issue? I will discuss with them and ensure this issue does not happen again. Many thanks Clare

"Lovely stay"

4
19/05/2016

Enjoyed our stay at this hotel. Room was clean. Breakfast was good too and the lady who worked in the breakfast area waiting on was really helpful (short hair with glasses). We had our 5 year old son with us and she made a fuss of him and gave him a coloring pack. She also advised us of nice places to visit whilst we were in the area. Would definitely stay again

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Charlie & Lisa Thanks a million for the great review so pleased you all had a good stay with us. I think you are describing Linda our Breakfast Manager so will pass your comments on. Its also great to read that you would definitely stay again so hopefully we will see you again soon. Clare

"Comfortable hotel"

5
18/05/2016

Lovely clean well equipped room. Hotel very busy on the Friday night ( 1wedding and 3 hen parties!) so service in bar quite slow! Buffet dinner on both nights well presented, hot and plenty of meat. Breakfast in mornings plenty of choice. Wifi available.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Jean What a fab review thank you. So pleased that all was great even though we were busy... Look forward to welcoming you back soon Clare

"Wedding "

5
18/05/2016

We recently got married here we got married in the grandsville room and had our wedding breakfast and reception in the JWs suite and photos in the gardens outside at the back, I can't thank the staff enough it was an amazing day, the staff give there all to make sure we had the best day possible. Abbie took care of us for the day and every body from the wedding party said how fantastic she was at her job not just took care of us but everyone in our wedding party too so big thank you Abbie. The run up to our wedding was great too, Steph did amazing always there to speak to in the phone/email or If I left a message, Steph always got back to me, made me planning our wedding at the moat house stress free, always made sure she has time to help if you need her, thank you too Steph for the amazing work behind closed doors that people forget both girls and all staff that night deserve a bonus. I will definitely be recommending people to have a wedding here or if you're reading it get in touch with the moat house and ask for Steph and get your wedding booked.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Gemma Congratulations to you and Gaz Thanks a million for the 5 star review its great to read such positive comments about the team and hotel. I'm so pleased that you and Gaz had a day to remember. Wishing you both every happiness for the future Clare

"Very good Hotel with nice Restaurant and Bar"

4
17/05/2016

I can only recommend this Hotel. The rooms are very tidy and equipped with bathtub, Hairdryer, TV and an electric kettle. The WiFi is free but sometimes a bit slow. The breakfast is very nice and as well as the dishes in the restaurant delicious. I also liked the Hotel Bar. Service staff is very friendly and always happy to help. There is also a leisure club at ground floor. The parking lot is big enough and there is a bus stop right outside the hotel. If you want to go eat somewhere else in the evening you will find some bars and restaurants around the cinema which is 200 m down the street

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Kai Thanks a million for the recommendation Im really pleased you had a great stay with us. So I can follow up the slow wifi can you let me know which room or area of the hotel you found this to be then I can get our IT guys to sort it out. Hopefully see you again soon Many thanks Clare

"lovely hotel for a break"

4
17/05/2016

We spent a night here, the room was very nice but the noise of the airconditioning unit was very loud in the night. Having a voucher for a free glass of prosecco we were made to feel like criminals... checking and double checking that it was genuine !!!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the great review. Sorry about the scrutiny! Could you let me know which room number you stayed in so I can get the air con noise checked out. Many thanks Clare

"Overnight stay"

3
17/05/2016

Reasonable hotel. Did a room upgrade on arrival - wouldn't bother again. Room was clean and reasonably comfortable. with a complementary bathrobe - however there were 2 of us staying! Only 1 bedside lamp was working also, it was a good job we didn't want hot chocolate as only 1 of those too so we'd have to share that as well, Room was well set up for single occupation We did have a very pleasant dinner here and the buffet breakfast was very good with plenty of choice both hot and cold.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Dot Many thanks for your review, Sorry the room upgrade wasn't good - did you mention any of these issues whilst you were with us? Could you let me know when you stayed so I can follow these issues up please? Its great that you found dinner pleasant and plenty of choice for breakfast. Many thanks Clare

"Enjoyable Meal"

4
11/05/2016

Went with my wife for a meal at the weekend in the restaurant. Wasn't sure what to expect, but pleasantly surprised. There was a good range of food on offer which was well cooked. The staff were very friendly and helpful staff. There was a good atmosphere

"Good friendly hotel"

4
11/05/2016

I needed to stay near Stoke on a business trip and this hotel seemed like an ideal choice. Not far from the motorway, with all the facilities you are likely to need, and clean rooms. It isn't quite true that there is nowhere nearby to go for a meal. There are walks nearby along the canal, with places to eat if you don't want to eat at the hotel. The staff were friendly, the service was good and the breakfast was adequate. Value for money overall, and certainly worth staying for a night or so.

"Weekend trip"

4
11/05/2016

Decent stay for a family trip on saturday 7th. Great meal on the evening, Good rooms, leisure club was ok but could have been kept cleaner in the changing rooms. Would defo recommend the hotel. Great facilities around it.

"Good Hotel - would stay again and recommend"

4
10/05/2016

Stayed over for a family get together last weekend. Jane on reception was very helpful and super friendly. Clean rooms (although there was an empty condom packet behind the bin which had been missed. Thankfully it was just the packet!! Someone got lucky!). Didn't eat in the hotel , we wandered across the road to the Carvery for dinner and for breakfast the following morning. The weather was great and it would have been nice to be able to have a drink on the patio/outside area at the back of the hotel. I would stay here again when visiting family & friends in the area.

"Very clean and Spacious "

5
06/05/2016

I came here may 4th and stopped till may 7th. The service has been amazing, all my queries were dealt with. The decor is nice in the rooms and free lemon water is offered at the bottom of the staircase. They provided me with soya milk at breakfast, the room service was brilliant food was presented nicely and was delious. Only one point is that the gym and swim rooms are pretty small. It felt weird as a solo traveler to be so close to people I didn't know. Overall fantastic trip!!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its great to receive such positive feedback. Im so pleased you had a fantastic trip Hopefully we will see you again soon Clare

"ok for a night"

3
05/05/2016

Hotel was ok for a night, friendly staff at the desk and clean room. Main issue is there's nowhere around to go for a meal so you pretty much have to eat in the restaurant. I had chicken wings to start (soggy, bland, barely edible, I left them) and a steak (asked for medium-rare, came out the well done side of well done) which I actually still enjoyed. So ok for a base for a night or two but I certainly wouldn't want to stay longer.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for your review I'm sorry we didn't wow you, and that even though we didn't quite get your food requirements right you still managed to enjoy. I'm really pleased you found reception friendly and that you found your room to be clean. If you are ever in the area again do please give us another try. Thanks Clare

"Fantastic experience"

5
05/05/2016

I stayed at the Moat House during my visit to Staffordshire this year whilst visiting attraction Alton Towers. Check in was quick and efficient and the staff on reception were very friendly and welcoming. The room was spacious, comfortable and located on the 3rd floor - tea and coffee facilities were provided along with the additional touch of a snack for the children. Breakfast in the morning was enjoyable with a wide variety of food options to suit everyone's requirements, I would highly recommend the full English :) During check out I was served by Beth who helped direct us to Alton Towers and advised on the best ticket prices as well as sharing her past experiences. Overall, a fantastic stay and we would return!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the fantastic review, I'm so pleased you had a great stay with us. I have passed your lovely comments on to the team particularly to Beth. We are a great destination for Alton Towers and have lots around us. I'm particularly pleased that you would return - so hopefully we will see you soon Clare

"Treated wonderful!"

5
04/05/2016

My husband and I stayed here for several months due to business. As two Americans traveling for months our time could have been a bit overwhelming. The staff and the lodging here at the Moot House was wonderful. The hotel was very clean and the full daily breakfast constantly delicious. One employee when beyond her call of duty to make us as comfortable as possible. Jayne in the front reception was amazing! She was always helpful and kind. She continually helped up with room upgrades, laundry issues, recommendations for dinners, events and sightseeing we should not miss! In the months we had contact with her I observed her handle with great ease every type of unforeseen situations imaginable. She is a true asset to this hotel! In general this hotel is a very great place to stay! If we ever get back that way, I wouldn't think of staying any place else!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi What a fantastic review - thank you. I'm so pleased you had a wonderful stay with us. I have passed your comments on to the team particularly to Jane who is thrilled. Hopefully we will see you again soon Clare

"Excellent value"

5
02/05/2016

We stayed here for 4 days attending a meeting and sight seeing around. The rooms are large with one it the biggest king size beds in a hotel. Car parking is free for guests, which was also a great feature. The included breakfast buffet is a very good value. The staff were most helpful, and allowed us to check out a little late. Would highly recommend this property if anyone is planning to visit The Potteries!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review, its great to receive such positive feedback. Im so pleased you had a great stay with us. Hopefully we will see you again soon Clare

"Ok base for the night, the "spa" is grim!"

3
02/05/2016

I've staryed here twice. The first time was about a year ago, we went to a wedding nearby, when we checked in at about 1.00am we were shown to a dirty room - unmade beds and dirty cups from previous guests! It was sorted quickly, we went to reception and were given another room. These things happen so we laughed it off. Stayed again two weeks ago after a friends husband booked her a night here for a "spa treat". He had got a deal on groupon where the hotel was advertised as a spa hotel. It is not. Infact I would be ashamed to advertise the pool area at all. If you do choose to go then take flip flops. It's been a long time since that place has had a good scrub. And before the management chirp up to say its cleaned every day, I'm sure a mop may get swished around but it needs a proper deep clean. There is no way that chewing gum stuck to the floor tiles at the far end of the pool had only been there a day. If you ignore the "spa" its a perfectly plesant place to base yourself for a night or two if you're in the area. It's on the edge of a retail park and about 15 minute walk into Hanley town centre (less than a fiver in a taxi). If arriving by car, make sure you log your registration details at reception or you'll get a parking fine. Room was clean with iron, ironing board and tea/coffee making facilities in room. Breakfast looked impressive but was poor quaility and bland. All staff were very friendly.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for your review. Im not going to 'chirp up' just going to say ive taken your comments on board and the Leisure team are on to it! Re the Spa comment we are not a spa hotel we have a leisure club with some beauty therapy rooms. I'm sorry about the room - these things do happen but they shouldn't! We are in a great location so I hope you will stay with us for a 3rd time thanks again Clare

"Very nice stay"

5
25/04/2016

We booked for just one night for me my wife and our 11 tear old son. The welcome from the receptionist was friendly and quick, answering all our questions without hesitation, very good start! Then when we got to the room it was very clean, lots of space and unlike some places that give you a pull out bed or a sofa bed there was a proper full sized bed for our son. We had something to eat in the restaurant and the food was lovely I had a steak and it was so tender and tasty I would highly recommend! There was an added bonus that "kids eat free" we didn't see the poster for this so it was a nice surprise when we got the bill. Back to the room and the bed was big and comfortable and a good nights sleep was had by all. The breakfast was nice with a good range of food and freshly cooked setting us up well for a day in Waterworld water park just a few hundred yards away. Checkout was just as good as the check in all in all a excellent stay. My one little niggle was the return mechanism on the room doors, they are in place to close the door automatically when you let go but they close the door with too much force and it bangs loudly, after the first time I held the door to close it quietly but unfortunately others were not so considerate and the banging of doors woke me during the night.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review so pleased you had a great stay with us. We have a plan in place to replace the door closers floor by floor so next time you come you should hear the difference. Thanks again and hopefully see you soon Clare

"Really friendly helpful staff"

4
24/04/2016

We stayed one night on a Groupon deal. The staff (especially Kim on reception) were all really helpful. The breakfast was good and the room smart and clean. The only negative was that I didn't find the mattress very comfortable. But that's just my personal preference.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the great review, and your comments regarding the team especially Kim. 75% of our mattresses are brand new if you could let me know which room you stay in I can check it. Thanks again and look forward to welcoming you back soon Clare

"Fabulous stay"

5
24/04/2016

My friend and I stayed at the Moat House for a weekend visiting the Potteries. From the welcome at reception on the first night to the standard of the twin room, to the quality of the food, the ambience of the bar and the friendliness and courtesy of the staff, we could find no fault. Special mention to Liz the breakfast manager and the lovely waitress (student from Blackpool) who served us at dinner last night (23rd) - they made a great stay even more enjoyable. We would thoroughly recommend this hotel. Thank you - Ruth and Kate ??

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Ruth & Kate What a fantastic review thank you. Its great to read such positive comments about your stay and the team. I have passed them to the team. Hopefully we'll see you again soon. Clare

"Great place to stay"

4
21/04/2016

Just come back from a business trip to Stoke, two of us stayed in this nice hotel with a really good deal on food for the evening. I have to say the food was really really good, we had the two dine offer and had fillet steak which was perfect. Also the breakfast that we had was great too, each element actually tasted like what it should, some times you get poor quality and taste in order to drive up profit but not here it was excellent. Well done Best Western Stoke

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the great review I'm so pleased you had a great stay with us. Please do come back and visit us again soon Clare

"Best Short Stay"

5
19/04/2016

From the check in to departure the staff were welcoming and helpful.Room was excellent and quiet.Location central to lots of activities and amenities.Food was good but menu choice limited. Brilliant breakfast.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Eileen Many thanks for the 5 star review its great to receive such positive comments. We have a new menu being launched next month so hopefully that will solve the choice issue. Look forward to welcoming you back soon Clare

"Best Western stay for a number of years"

4
19/04/2016

Lovely twin bedded room. Breakfast waiting staff couldn't do enough for guests, particular mention should be made for Clare Porter who was running around like a banshee but no effort was wasted, always doing something for somebody. Must mention Liz and her overall running of breakfast provision for hotel. Overslept one day but she still provided breakfast in lounge area. Only one down side at breakfast is guests having to walk to thier table with hot drinks, tea/coffee, with children running around. Reception staff excellent service from receptionists but reception manager not sure about terms and conditions so ask receptionists who will find out correct info for you.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Fred Many thanks for the great review. I've passed on your comments to Clare who is thrilled. Hopefully we'll see you again soon Fred Clare

"Best western moat house Stoke on trent"

3
19/04/2016

This hotel was great value for money but could do with a few tweaks, firstly the ceiling in our room had muck splattered all over it which really was not pleasant, secondly this is a spa hotel but no robes or slippers were provided in the room so if you wanted to use the spa you had to take a big bag down with you lastly I feel there could of been more options for wheat intolerance diets like wheat free sausages as my friend felt very limited at breakfast. Another friend found a hair in her tomatoes at breakfast the staff member tried to say it had come from the mushrooms, clearly it hadn't it was a human hair.. My friend couldn't finish her food unfortunately. Apart from this it was comfortable accessible and good value.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Lalaa1604 Many thanks for your review. I'm pleased you found us great value for money. Re the 'tweaks' could you let me know which room you stayed in please. I understand your point re the robes and slippers, whilst we have a leisure club with some treatment rooms we would never profess to being a Spa and therefore do not provide robes and slippers. Great point re the wheat free sausages we have lots of other gluten free items just not sausages - ill get chef to look in to this. Re the hair it more than likely did come from the mushrooms all our chefs were hair nets and hats, I'm sorry your friend was unable to finish her breakfast. Thanks again for your review Clare

"Lovely Hotel"

5
18/04/2016

We stayed at the moat house for a family weekend away. The hotel is situated next to a retail park, but it's set back, so still feels quiet and relaxed. The hotel itself is beautiful, lovely decor and very clean. All the staff were brilliant and extremely helpful and professional. We booked a family suite, which was huge. It had a queen sized bed in the main room and a bunk bed behind a partition wall. The kids even had their own tv and DVD player (we stopped off at the nearby morrisons to buy a couple of movies). The bathroom was good with a big corner bath. Breakfast was very good, it was a buffet style with lots of cold and hot options. Dinner was very good value with a two dine for £29.99 option with the kids eating for free. The added bonus was a lovely little pool, jacuzzi, steam and sauna. The hotel is next to waterworld, which is really worth a visit if you have kids. We also visited monkey forest which is 10 minutes away and a great afternoon out. The hotel is next to a shopping centre which also has a Frankie and Bennys and a cinema. All in all an amazing hotel in a great location. Highly recommended.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Melanie Thanks a million for the lovely review. Its great to receive such positive feedback and more importantly that you would highly recommend us. Please do comeback and visit us again soon Clare

"First of many best western stays"

5
16/04/2016

I have never stayed in a best western hotels and I was expecting something along the lines of a travel lodge as my room was around that price point. I was really impressed when I arrived the staff were friendly , efficient and genuinely seemed like they wanted to help especially the reception staff and the evening restaurant staff. The hotel was large and nicely decorated, with much more character than you might get from other basic hotel chains, and the facilities were fab, there was a full bar , swimming pool, restaurant etc . Our room was lovely and they found out it was my birthday and even left a card with a free drink voucher. We ate in the restaurant in the evening and the food, though it's not winning any awards any time soon, was nice enough and very reasonable priced. Over all I was very impressed with what we got for our money- we did book last minute so it's possible I got a cheaper rate. If I had anything at all to complain about (and I'm just being picky) the hotel was very warm and I'm unsure why they have it so hot!but we could adjust the temperature in our room so it only really bothered us over breakfast. Will definitely be returning to a best western again without hesitation !!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Lauren Many thanks for the 5 star review its great to receive such positive feedback. I'm so pleased you had a great birthday with us. hopefully we'll see you again soon Clare

"Extremely disappointed on second stay"

3
16/04/2016

Extremely disappointed on second visit to this hotel. Food was disappointing. Stains in bedroom especially on carpet. Paid more this visit for room with two single beds rather than double last time and no table this time. Sockets were not suitable for my hair straighteners. Had to plug in at door out of reach of mirror. No full size mirror in room.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Julie Many thanks for your review. Its a great shame that we were given the opportunity to address these issues whilst you were staying with us. I see that you made your booking through Best Western Central Reservations and that you did booked a twin room (two single beds). With regards to your straighteners if the straighteners plug is not a standard plug then it cannot be plugged into the dressing table socket. We do have extension leads available from reception and have a program in place to replace. Re the food being disappointing so I can follow this up with Chef perhaps you could message me with some more information? The carpet does have a nasty mark on it unfortunately we have not been able to remove it so have a schedule to replace. All our bedrooms have a full length mirror in the wardrobe on the inside of the door. Julie thanks again for the review Clare

"Exceptional staff"

4
11/04/2016

I´ve spent a couple of days at the Best Western Plus Stoke on Trent Moat House (business traveller).Room was spacious,and well equipped (large TV,complementary ta/coffee maker facility,iron),very comfortable bed . Breakfast was fine.A special mention goes to the staff,each and every one of them,who were so helpful and welcoming.Definitely ,a place to stay if you go to Stoke on Trent.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Ant Many thanks for the exceptional review. Its great to read such positive comments and the special mention regarding the team. I have passed your comments on and they are thrilled. Hopefully you will come back and visit us soon Clare

"A little disappointed"

3
11/04/2016

I booked this hotel expecting it to be a little bit of luxury given the description and being a 'PLUS' but it was not. The hotel is extremely large so everything is very spread out so there is not at much atmosphere to the place. The hotel is a getting dated and with the rain pouring there were buckets strategically placed to catch drips from the roof in the conservatory. My room had a bunk bed in it despite booking a standard double, was cold despite having the radiator on all night and the window was draughty and whistled with the winds. The food was nothing amazing, I ordered room service for my evening meal and it was barely warm when it arrived and was overcooked. The breakfast was average and if you do not want the standard cooked breakfast other options are limited. There is limited free car parking which uses Parking Eye so make sure you put your details on the key pad at reception as you can be easily caught out. I did plan on using the leisure facilities but seeing a constant stream of non-residents coming to the hotel to use the gym and pool, plus that it closed at 2000 I decided against it.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Claire Many thanks for your review. Sorry that on this occasion we disappointed. Although the hotel is large the bar, restaurant and leisure club are all situated on the ground floor. Just so I can follow up these issues did you make anyone aware while you were staying with us? We have over 350 car parking spaces, Parking Eye goes live tonight and has been installed to ensure that our guests have a parking space. The gym closes at 8pm on a Saturday and Sunday 9pm on Fridays and 10pm Mon - Thurs its a shame you didn't venture down as its a really nice area. Claire hopefully we'll see you again Clare

"Great Spot As A Base"

5
11/04/2016

We had a lovely couple of nights here in March 2016, great Groupon offer so we decided to try it. What a nice hotel, yes it is in the middle of a retail/business park but if you are looking to book for a base to see the local attractions, this couldn't be better. Firstly the postcode that you put into the sat nav, actually takes you to the front door where you will find plenty of parking spaces. Lovely friendly welcome as we checked in and informative too. Rooms very spacious, bed was massive (won't say you could get 3 in there as you may get the wrong idea!!). Restaurant was very spacious too, sometimes in these type of hotels you find that the restaurant is far too small to accommodate a busy time, this certainly was not the case here. Breakfast lovely too. All in All a lovely couple of days

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Betsy Thanks a million for the 5 star review. Its so nice to read such positive comments, the team are thrilled too. Please do come and visit us again Clare

"Staff Outstanding"

5
10/04/2016

We have just returned from a weekend visit to Stoke. We stayed at the Best Western Plus Stoke on Trent Moat House and they made our visit extra special. We arrived around 10pm and the front of house staff were very helpful and efficient after a long trip from the south west - with high level of congestion on the M5. The hotel room was spacious, spotless and very well equipped with a great shower. At breakfast we were advised that it would be less expensive if we purchased a pre-paid voucher. Even at the higher price the quantity and quality of breakfast would have been worth every penny. The staff were brilliant throughout was superb and we look forward to our next visit later in the year.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Thanks a million for the outstanding review. Its great to read such positive comments regarding your stay with us and that you are visiting us again. See you soon Clare

"Stop over for a family wedding"

4
08/04/2016

Stayed one night 7/4/2016, we were given room 128which is right next to the air conditioning unit. Immediately we went to exception, no problem, we were moved to third floor. Large room, twin beds etc. Everything was fine at breakfast.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Philip many thanks for the great review, so glad we were able to sort out the room problem. Hopefully we will see you again soon Clare

"Great stay"

5
08/04/2016

We had a family get together for a 70th birthday and a 21st, room was nice, but overlooked offices! The staff were very helpful when our keycard wouldn't work! Soon got us sorted, great party on the evening and good breakfast the following morning,

"Best Western Plus - Stoke-on-Trent"

4
08/04/2016

Fantastic family room size, excellent facilities with very good staff. Room was very clean, price of stay was very reasonable and would recommend it if visiting Alton Towers asthe drive to the park is very scenic.

"It got Better"

4
05/04/2016

I booked the hotel for a small family Golden Wedding anniversary. I had paid for 3 early arrivals but only one was ready and one was not ready until after 2pm. Reception seemed to have little idea which rooms were booked for early arrival - can't be rocket science for a system to manage! somewhat disappointed the hotel but improved with the rooms, friendliness of staff, bar facilities. It was Easter and so there were plenty of children but they did not interfere with our party. We all had an evening meal in the hotel which was very good. fter a comfortable, quiet sleep we enjoyed the breakfast before leaving.

"Nice location but building looking a bit tired"

4
05/04/2016

The hotel is situated on the outskirts of Stoke next to a really nice Marina for narrow boats which in summer would be very pleasant to spend time watching the world go by with a drink and food from the Toby Carvery there, so ideal to use as a base. We stayed here last Sat night on a B&B basis, check in was smooth with our room on the 2nd floor overlooking the entrance. The room was a good size, the bed was enormous, a Queen sized one. Looking around the room the wall paper was coming off the walls at the seams, skirting boards chipped, there was enough dust on a table to write my name in and the handrails in the bathroom were rusty underneath. That said the bed was comfortable, the room very quiet and tea/coffee facilities were there. We used the Spa there and I have to say the Jacuzzi was the hottest water I have ever been in, you had to get out after 5 mins or risk boiling to death, it was hotter than the sauna. The pool is a reasonable size and they had a very comprehensive gym set up (which we didn't make use of). the changing rooms were clean and tidy with free towels for hotel guests, also they offer various treatments We attended a wedding off site and on our return, about 1.00am there was a wedding party in full swing in the hotel on the ground floor which could have caused a problem with noise, however on getting into our room, we didn't hear any music at all. Breakfast the following day was very good, a good choice of starter, a hot buffet with plenty of things to chose from (however the bacon was very undercooked). Staff were very quick to clear the plates etc away as well which left tables uncluttered.

"spa day!!!!!"

1
02/04/2016

why on earth have I not had a reply from ''3'' phone messages to you for a spa day which was a surprise??? STILL WAITING, not impressed at all, shocking.....Really want to make an appointment, but, YOU ARE not getting back in touch with me, really frustrating....... :(

"Could have been much better"

3
01/04/2016

We used a Groupon voucher for this hotel and despite reservations caused by other reviews we were generally pleasantly surprised. Checking in was quick and I thought efficient until I tried to charge some drinks to our room. It seems that we could not do this as they had not taken our credit card details when checking in. Fortunately I had sufficient cash. The bar staff were very helpful indeed. The room was very large with an enormous bed, clean and well furnished. There are very few restaurants within walking distance and we were considering eating in the hotel. However for such a large hotel the menu was on a par with pub meals. In the end we had a much better meal at Frankie & Bennies which was less than 20 minutes walk away. They could have co ordinated the room cleaning better as at just after 9 am we had a knock on the door from the cleaners. As check out time is much later than this we felt we were being rushed. Breakfast was very good. Taking everything into account our stay was very pleasant but it would not have taken much more to make it excellently

"Room Great, Staff and Service Very Poor, Inconsistant with Mystery charges on checkout"

3
30/03/2016

All appeared ok at checkin, we were given the information we needed and got to our room and the first evening meal seamed ok. It was from day 2 onward that things went south. We were rudely greeted by a member of the resturant staff, and given conflicting information regarding how much our inclusive dining would get us, staff seemed to make information up as they went along. Manager appolagised and said that it would be dealt with, but never recieved an appolagy from the member of staff involved. Service from then on was spotty and inconsistant, we were twice given a bill for our food even though we had pre-paid for it, and to end it all, when we checked out we were informed there was a mystery "surcharge" for having steak the day before, we had steak 3 days, and had no surcharge bar the last time, when we questioned it, the staff member was insistant, but did not give us a print out to show where this charge was actually from, he was very iffy with his questions and responses, stating the menue clearly showed the surcharge and the staff would have informed us at dinner. This was not the case as, when we enquired at the resturant, the staff had no knowledge of any such charges and nor was it on any of the menues. I would not recoment this hotel to anyone, unless you only want a room.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh dear Jonathan this doesn't read very well? Many thanks for your review. I'm sorry you were met with some inconsistencies and poor customer service this isn't our usual standard at all Perhaps you could let me know when you stayed and then I can investigate further. Look forward to hearing from you. Clare

"Would highly recommend great hotel, great facilities, great location and great value"

4
29/03/2016

We came for Easter weekend my boyfriend and my 2 year old. The hotel was clean very friendly very quite considering the staff said they had over 100 kids staying. The room was lovely has a good gym Small pool hot tub sauna and steam room all included in the price my son loved the water as it was very warm temperature. Plenty of places to eat cheaply nearby, pizza hut MC Donald's Toby carvery subway Perfect location if you are going to visit waterworld it's opposite the hotel Also close drive to monkey forest Alton towers city centre shopping We paid 10 each for the breakfast when we booked on-line and it was a superb choice. Full English pastries cereals fruit toast with jams different teas latte filter coffee juices you could ask for cold meats and selections of cheeses as well as kippers! They have a small play area for young kids so you can sit and eat and see your kids. They also had a small play area for the kids to use by reception. We came for the set meal sat night kids are free and they had a kids entertainer who did magic and gave out novelty balloons. 1 minor about 1 waitress with brown hair I ordered something for breakfast from the kitchen she said she would get it and I was still waiting 10 15mins later? She didn't return so I got another girl to do it and she came back straight away with my order. The 2nd day at breakfast she decided to clear the table while my son was still eating My husband said he hasn't finished coz he was playing and coming back and forth to eat. He got upset when she took the food away. She said the toast had been on the floor which was correct and was fine to take but she still insisted taking the other food that he hadn't eaten!! His cake and cornflakes? I don't know what the hurry was the restaurant was still half full and there were plenty of other tables that were hotel guests had eaten and left and needed clearing it was only quater past 10 so there was 15 mins left. It would of been polite if she had asked what dishes she could take or take the bowls or plates that were empty!! Rather than clear up and have my son burst into tears. I didn't know her name but she let the other hotel staff down who were excellent!

"Wedding 2016"

5
27/03/2016

A big thank you to Steph and all the staff that made our day perfect we could not of asked for a better wedding day. It was everything we had hoped for the staff the food everything throughout the day was perfect we are so glad that we picked this venue for our special day and would recommend to anyone who is looking for a perfect wedding day without spending a vast amount of money.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review I am so pleased you and Mark had a great day with us. I've passed your comments on to the team in particular to Steph who is thrilled. Wishing you both every happiness for the future Clare

"EXCELLENT HOTEL"

4
26/03/2016

Me and my husband stay at the hotel on the 19th Feb 2016 for 2 nights B&B and 1st Night dinner package . We had upgraded prior to going at a cost of £40 and when we went to our room after booking in i was disappointed at the standard of the upgraded rooms as they appeared to be in need of some modernisation . I spoke to reception before unpacking and asked to be down graded to a standard room as i felt the upgrade was not worth the money we had paid . I was informed all the standard rooms were full but that i would not be charged the £40 upgrade cost .This was done without question and through out our stay the reception staff were excellent always friendly and willing to help. The standard of the breakfast and evening meals we had (we booked to eat there on our second evening as well) were excellent as were all the staff that served us , they took time out to speak with us and could not do enough for us . The only thing i feel that lets the hotel down was the pool and spa area . I felt it was to small to accommodate the amount of people who were using it , we had to wait to go in the steam room and sauna as they were both full and the pool was so full you could not have a swim you had to just walk around people .Apart from this we found the hotel and the staff excellent through out our stay .Thank you

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the great review, sorry you didn't like our exec rooms but pleased the team were able to sort the issues. Look forward to seeing you again soon Clare

"Breakfast and staff makes this place"

4
22/03/2016

Great friendly greeting when we arrived. Then the lovely Dawn who has changed her job within the hotel appeared. Lovely welcome from her. We have been here quite a few times now. Our room was very pleasant. Comfy bed. Shame about the pillows. Oh me. So flat they were unbelievable. Asked the guy on reception for more. Yeah he said that would be ok. Waited till next day and finally asked the housekeeper who gave us more. Turns out this guy was the manager. Not nice to forget about your guests requests. The breakfast is fantastic and the staff can't do enough for you. Linda who is in charge, runs a tight ship and it works well. A must is the Stafford oatcake. Like a pancake but oats. MMM. Especially with melted cheese in the middle. The only let down is at night. The menu is more or less the same over the past three years. So we eat out. However, the sweet menu looked nice and I thought the Baileys Crème Brulee sounded yummy. Hubby took the cheeseboard which we had about three years ago. Well the crème brulee was cold, supposed to be at room temperature, the top wasn't properly crispy and couldn't taste the Baileys. Cheeseboard, plenty cheese however no chutney. Shame because the cheeseboard previously was awesome. The menu was centralised and that is what lets it down. Would like to see more locally sourced ingredients and a more imaginative menu, then more folk might stay and eat. There is more fish than salmon!!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Loobylou Many thanks for the great review - it was great to see you and hubby again. Sorry Vale didn't win. See you again soon Clare

"IF I COULD RATE 10 STARS I WOULD!"

5
21/03/2016

Well what can I say apart from this hotel is fantastic and a must stay if you are travelling to stoke. From start to finish the service which myself and my friend received was outstanding nothing was too much trouble. The hotel is next door to water world and about a 10 min walk to the shops of Hanley. My friend was celebrating her birthday while were stopping at the hotel so I contacted the hotel who were more than helpful to assist me on making her birthday as special as possible. I sent banners and balloons to the hotel and they put those up in the bedroom ready for our arrival my friend was made up. The room was more than adequate full of home comforts and the bed was huge. The bathroom however could do with an update but other than that was very clean. All the staff were extremely friendly from the staff at reception to the staff at the leisure facilities which we did enjoy on the second day of our visit. The pool was warm and the steam room was just what we needed after a night out on the town. There was a wedding on at the hotel while we were there but you wouldn't have known as the noise couldn't be heard and there was ample parking. We made use of the restaurant for dinner and breakfast the following day and could not fault it at all. They had a fantastic set menu which included 2 course and a glass of wine for £30 for both of us and the breakfast was out of this world. I would be more than happy to recommend the hotel and would definitely stay at this hotel again when next visiting stoke. Special mention to Laura who I was speaking to via email in order to arrange my friends birthday surprise and who booked us a table at the restaurant ready for when we arrived.

"Fantastic hotel and great staff"

5
18/03/2016

No negatives here, we loved everything about this hotel. Even though there were two weddings on the day we arrived everything was calm, quite and professional. Emily on reception was lovely, really helpful and very friendly. We have stayed here once before and will be returning again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Thanks a million for the 5 star review, its just great to receive such positive feedback. I've passed your comments on to Emily too.. Look forward to welcoming you back soon Clare

"Great venue - nice and quiet"

5
15/03/2016

Nice hotel - good accommodation. Quiet rooms with lots of space - comfortable bed. Nice views of Stoke and grounds were amazing- nice setting. Staff very helpful and efficient. Restaurant food okay and fairly good value. A nice stay at a reasonable price.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Kris Many thanks for the 5 star review - its just great to receive such positive comments. Please do come back and visit us soon Clare

"Best western + Moat House Stoke on Trent is Best!"

5
14/03/2016

To follow........but in short for moment - Excellent location to Alton Towers, Birmingham, North England, All of Midlands, M6 and city center. Staff were top notch, very helpful and polite.Hotel facilities include a well equipped gym, small pool, Jacuzzi, steam rooms, beauty treatment and studio hall. Large lounge/bar area with bar, conference rooms and party suites that do not intrude noise wise. Had two weddings when we stayed, barely knew they were there! Rooms are average-good size, clean, warm, comfortable (bed wasn't to my liking), good view, easy navigating to rooms, lifts and stairs. Bathroom clean and attractive, shower fine; not many toiletries, forgot my toothbrush wasn't one there. Car park large, was full but still had no issues parking. Smoking area outside front entrance was not good! Polluted going in and out. Overall very good hotel -would use again every time.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Marc Thanks a million for the 5 star review its great to receive such positive feedback and of course that you would use us again every time! I've passed your comments on to the time who are thrilled. Look forward to welcoming you back soon Clare

"lovely stay"

5
14/03/2016

We stayed overnight and had breakfast evening meal and afternoon tea ,the staff were very good ,the food was wonderful and the room was clean and very welcoming .The spa was excellant there was nothing to complain about at all would recommend this place for a lovely relaxing break .

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Dawn Many thanks for the 5 star review, its great to receive such positive feedback and of course that you would personally recommend us. Look forward to welcoming you back soon Clare

"Leisure stay"

3
13/03/2016

Arrived Saturday lunch very pleasant man on reception room was ready early so dropped bag off and popped to bar no draft beer on no heating on very uninviting. We looked at the menu for a meal that evening but were put off by how cold and uninviting it seemed so we ventured out of the hotel ate out not returning until late evening . The bar was busy now and a lot warmer and the issue with the draft drinks was resolved. The room was ok but we were cold in the night and the pillows were very uncomfortable not a good sleep at all. Breakfast next morning was probably one of the best we have had very nice . The pool is very small and very busy so we gave it a miss and checked out. Would we stay again probably not.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Duncan Many thanks for the review - sorry your stay wasn't great.... The bar was going through a refurbishment this has all been completed now as has the issue with the heating. It obviously wasn't made clear enough but we were serving draught beer from our other bar. Taken all your comments on board and will action - please don't let this experience stop you from staying again kind regards Clare

"Brilliant time thank you "

5
13/03/2016

For the second year in a row we have spent our wedding anniversary at the Moat house. Room was lovely, food was exellent and well cooked, staff were very polite and attentive. Highly recommended we will be back very soon ????

"Amazing!!"

5
12/03/2016

Visited in Feb for the night. Got a deal Through groupon which was a bonus. Arrived at the hotel and was amazed at how clean and tidy it was. My fiancé ordered us room service as we didn't want to go down for the evening meal - very quick service and food was delicious! My fiancé again went to breakfast the next morning and said he was stuck for choice, was very impressed! Would 100% go back - nothing to fault the hotel for at all.

"Nothing special!"

3
05/03/2016

This is a large, impersonal hotel that seemed largely geared towards male, business clientele. Lots of free parking and convenient for motorway. We had an executive room which was large and well equipped albeit rather dusty, dated and lacking in any character. It was ok though and sufficed for our largely business related overnight visit. Thankfully we didn't pay the £179 room rate...it isn't worth this money by anyone's standards! Breakfast was ok but nothing special. The leisure club is disappointing...small pool and the whole area tired and in need of refurbishment. The steam room wasn't especially warm and there was used drink bottles and cups on the seating. I had planned an afternoon in the leisure club but stayed 30 minutes! Functional hotel but really nothing special.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Emma Many thanks for the review, sorry you found us to be 'nothing special' that's certainly wasn't our intention. We usually receive great feedback on the hotels personality...... Please do come back and visit us soon Clare

"Nice room but we froze"

3
04/03/2016

We arrived to a nice room, nice decor and size, but the room was very cold. We called the front desk and asked for the heat and if hey had a space heater. The best came on hours later and the space heater came 6 days later, the night before we checked out. The client service manager Jane was the only 4 star part of this stay!!!! The hallway and doors closing are all very nosie. The event parking was worse than the heat, twice he had no where to park upon returning to the hotel. Overall, Stike is a lovely place, lots to do and worth a trip. This hotel could be awesome.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for your review I'm sorry you found us cold. I've passed your comments on to Jane who is thrilled. Regarding the car park this will be rectified from 21st march we have a Car Park Management company coming in to manage our spaces this will ensure we have enough spaces for our guests to park hassle free. Look forward to welcoming you back soon Clare

"Lovely staff but there's always a problem!"

3
01/03/2016

The staff at this hotel are very friendly and helpful - but every time I stay, there's always something that goes wrong. Sometimes it is small things such as there being no spoon to make a cup of coffee with and other times it is a TV not working or a freezing cold room. Some of the rooms don't have double glazing and in the cold weather that isn't pleasant at all. And the heating came on at 12pm as I was going to bed but the radiator was freezing all evening! Lately the food has been the biggest disappointment, there's always items missing . For example I have ordered superfood salad several times and it has arrived minus the 'super' ingredients several times! Even down to ordering sparkling water and getting still, or asking for a blanket and it never arriving...just a shame that there's always something that lets the stay down.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Donna Thanks for the review - I'm sorry your stays with us haven't been incident free. I understand that these issues shouldn't happen but have we been able to sort them out while you've still been staying with us? Did we get an opportunity to fix the TV and radiator? The heating comes on at 4pm and goes off at midnight. I've spoken to chef re the menu items and he assures me he will have all advertised items all of the time! I look forward to welcoming you back soon Clare

"Good Comfortable Night."

4
28/02/2016

Stayed here on business and had a good night. The hotel is very close (10 mins) from the M6 and has plenty of free parking. The room was a good size and was very clean. The decor was a bit 80's but was fine. The bed was one of the most comfortable hotel beds I have ever slept in (and I am away at least a night a week on business). Breakfast was a buffet which I am not normally a fans of but the food tasted fresh and not dried out. Would I stay here again? Absolutely.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Dave Thanks a million for the great review so pleased you had a good stay with us and thrilled that you would come back and stay with us again. Clare

"Family friendly with class"

5
28/02/2016

as a family of 6 it is difficult to find a hotel and a room to accomodate the whole family. If you do its usually lacking in other areas, The best Weston Plus Moat house however ticks all the boxes! Have stayed there several times and will continue to use it in the future!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its great to receive such positive feedback.... We look forward to seeing you all again soon Clare

"birthday weekend "

5
28/02/2016

fantastic night stayed Friday 26th . room wasn't what we booked . when we questioned it at reception we were up graded to the consecutive suit no problem at all .. the pool and spar area is fantastic the pool is the warmest we have swim in and the chacuci all I can say lovely and warm . breakfast 07.30 till 10.30 great times . staff very helpful. all in all a brilliant stay with lots to do in the area ....

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Anthony Thanks a million for the 5 star review its great to receive such positive comments. Really pleased you had a fantastic birthday with us. Do come back and see us again soon Clare

"2nd visit, great break."

5
26/02/2016

We came here a few weeks ago and had a good stay, so we booked again and this time it was even more friendly because some of the staff remembered us. We made good use of the spa facilities and albeit we had a bit of an issue with the restaurant the the first time, this time the food was excellent. The breakfast is fantastic and the location of the hotel gives us great access for onward travel to a number of places including Nantwich, which we love visiting.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Graham Thanks a million for the 5 star review its just great to receive such positive comments. Please do come back soon for a 3rd visit Clare

"#ticking_over"

2
25/02/2016

GOOD - Location a no-brainer for the work I was doing locally - Jane (?) on reception v friendly and helpful (work colleagues were distinctly underwhelmed by the late night staff though) NOT SO GOOD - Room décor and fittings a bit tired - marks on the carpet for example - Heating system was on the fritz so restaurant/bar areas were inundated with infrared heaters bathing everything in an eerie glow - Heating problem in my room - radiator never got above lukewarm so needed a supplementary space heater - Ordered a salad - asked about the missing stuff - was told they'd run out - at least the concerned apologetic barman took it off the bill - Gym busy and one of the treadmills was u/s for all 3 nights in fact so was the water bowser; one of the few times I've had to give up equipment at the 15 minute DOTARS LITTLE FOIBLES Bathrobe - check Shoe horn - check

"Leisure "

2
22/02/2016

The hotel is very convenient but in desperate need of a refurbishment in all areas. We had dinner in the restaurant and unfortunately the food was not great but the service was very good. The bedrooms were very cold and only had single glazed window so we asked for a radiator and an extra duvet which never came and also the fire alarm went off at 10.00pm.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
oh dear Lucy sorry you didn't have a great stay with us rest assured Ill look into your issues. Please don't be put off staying again Clare

"not 4 star rated"

2
22/02/2016

Room dull, not set up for 3 persons as booked not enough towels, drinking cups glasses. Restaurant poor, several items not available on both nights. Poor service waited 1 hour for starters. Did mention problems when asked if eveyrthing was to my satisfaction but the gentleman just looked at me no apologies at all. Swimming pool ok but no water available you had to walk through the gym dripping wet to fill your cup which they charged 30p for the paper cup. Used this for a business trip but sadly would not stay again

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Loo P Many thanks for the review sorry we didn't do very well this time. Please don't be put off staying with us again let me know when you are next in the area Clare

"Rooms are tired and in need of modernising"

3
22/02/2016

Hallways are very noisy and echo voices. Room doors close noisily. Rooms could do with redecorating and modernising. Beds are very soft and uneven. Staff very pleasant and good location for local shops

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Brian Many thanks for your review so pleased you found the team pleasant and that we are in a great location. Re the beds we have just had all the mattresses replaced so would be very interested to know which room you stayed in. Thanks Clare

"Awful interrupted experience!"

1
22/02/2016

I had arranged and paid for in full a month prior bed and breakfast in a Suite and paid for Afternoon Tea with Prosecco in our room with agreed sandwich fillings. We arrived promptly and checked in. When arriving to our suite we noticed the bed layer out nicely however the bathroom clearly not been cleaned properly with pubic hair on the side and shreds of tissue on the floor and dust on the sides. (We thought we'd let this go). We started to unpack and was getting ready to have a bath.....moments later someone literally just walks into our room with a group of people!! My partner said can I help you...the woman just responded with no apology and said I didn't realise anyone had checked in! I was in my lingerie!! Ridiculous...felt like we could relax because staff was going to keep walking in. The louge glass table was on a slant broke and the toilet wouldn't flush properly. Afternoon tea had been arranged for 4.45pm. It came at 4.50pm with the completely wrong sandwich fillings and no Prosecco and the staff member asked to see our group on offer. My partner telephoned down and informed them we had not booked through group on that we paid direct last month and stated what sandwiches we had expected and had agreed and the Prosecco. The person said we must have the wrong order and would look into it and get back to us. 50 minutes later we received a call to say it's on it's way up. Nearly an hour later we received a plate of slapped on finger sandwiches and still was incorrect!!! Our tea and coffee was stone cold and scones were broken and definitely not made in the kitchens. By this point we had got extremely fed up as we hadn't relaxed for our special anniversary and wasted nearly half the day. My partner decided to go down to them and they said they would refund us our afternoon tea considering we hadn't eaten any. We felt on edge the whole time. The morning came, we had a do not disturb on the door and a housemaid literally knocks and within a second walks straight in without giving us chance to get up...,she said she thought no one was in and left. Just discussing when we had paid for the most expensive suite and staff kept seeming to walk in our room. Still waiting a refund on our suite from the manager as agreed by the gentleman in reception. I myself have ran a hotel and have never ever experienced such unprofessionalism. Not a relaxing stay at all.

"Nice hotel "

4
21/02/2016

A really nice spacious hotel with good size quality rooms,the spa area and swimming pool were nice,with a good buffet breakfast. Only 10 minutes walk from Hanley main shopping area. And easy transport routes to the motorway and other towns.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Tim Many thanks for the great review Clare

"High tea!!"

5
19/02/2016

A friend and I enjoyed a champagne high tea at the Moat House yesterday afternoon and had a wonderful time. The tea was part of my Christmas gift from my son and daughter in law. The tea itself was lovely, food and service very good. The staff we encountered were personable and friendly. We enjoyed being "ladies" for the afternoon!!

"RESERVATIONS AND SERVICE SHOCKING"

4
18/02/2016

I have just had a nightmare stay at this hotel that claims to be 4 Star hmmm. The hotel its self is nice but the service is appalling. First of all when I booked this over the phone the lady at the other end took my details and my payment over the phone as she said that this needed to be paid in full now which was fine. A couple of days later I happened to get a mini statement from my bank and I could see that they had taken the payment and then refunded this in which I had no call from the hotel to say that they had done this and why when they had said they needed the payment now. I then received an email from the reservations department with a valentines offer in which was followed by a re call email with mine and everyone's email address attached to this. I was fuming as this was a breach of data protection so I emailed them back immediately and got this response as follows: " No personal details was sent out and only a few clients has seen this email" OMG I was furious with the response in which I asked for a manager to call me asap and I got a further email from this department not even starting with Hi or Good day/afternoon but just " the manager is not available at the moment will get her to contact you" I got a missed call from this manager and when I tried to call back the phone just rang out. I called back later on to be told that she had gone for the day asked if she would be present tomorrow when I arrive and I was told that no she will be back in on Monday. So I turned up on the 13th Feb this being a Valentines weekend for me and my husband who was travelling from Cambridge from work and I was meeting him in there from Manchester to have a nice break together. When I checked in not only was I told that I had to pay because they had made a mistake but when I advised them of the issues I had with the reservations team they was none the wiser. I asked to speak to the manager in which I was told they were not in but a duty manager was available and they rang down for her. 5 mins later and this young girl arrived and I had told her my issues she said that she did not know what to say and that she would have to speak to one of her colleagues and will ring me in my room. 15 mins later she arrives at my room and tells me that they apologise for this situation and want to offer me a bottle of wine and as the reservations manager is looking into this I will have to wait until Monday!! I told her that this was not good enough and was ridiculous and I am here now and will not wait till Monday and she is suppose to be the duty manager and therefore she needs to sort this out now! I advised her to go away and come back to me with a better solution. As we were waiting my and my husband went into the bar area and seen the duty manager wandering around and not once come over to me. I found out later on when I went to the reception to find out what was happening the she had gone HOME!! I was furious and asked who was in charge now and another duty manager arrived and I explained everything that had happened and he was very apologetic and advised me that he would look into this for us. This resulted in us getting our room for free and 50% of our food bill with a bottle of fizz. I thought ok we have managed to get something sorted and apologies but oh no. The following morning going down for breakfast the lady taking our room number then informs us that we have to pay for our breakfast and I just lost my temper and told her to check this immediately as we had booked for B&B. She then come back to me to say that it was complementary??? BEST WESTERN HOTELS ARE NICE PLACES BUT REALLY BADLY RUN MANAGEMENT SHOULD BE LOOKING INTO THIS!!!

"spa birthday treat"

5
16/02/2016

As usual location excellent, rooms clean. My stay with my best friend on arrival staff very friendly and polite. Booked in for our hot stone treatment with Jasmin again friendly staff and the treatments well recommended. On this visit we had our meal in our room service was quick and food was still hot when we received it. Keep up the good work bestwestern x

"LOVED OUR STAY!"

5
15/02/2016

I know my review is quite long but I hope it will be useful. My Husband and I booked to stay here with a Groupon deal. Before we bought the Groupon voucher I phoned up to check the availability here. I was informed there was availability, so we purchased the Groupon Voucher. We was going away for my birthday and valentines in one. My birthday was on 13th February. When we purchased the voucher I phoned the hotel to book our weekend away. I kept getting put on hold or getting told they are busy with guests, so I agreed to call back. When I kept calling back I'd get put on hold again..same thing they were busy with guests! One of the receptionists then asked for my number so she could call me back. No one did, so I called the hotel again. The receptionist had gone home so my call went through to a lady called Stephanie, and she checked the availability and now was telling me they are fully booked! As you can imagine I was really annoyed and upset about this, and asked to speak to a manager. Anyway as Stephanie realised that it was no fault of our own, she booked us in anyway, and gave me a booking reference number. I didn't receive confirmation yet as she had to pass it on to the reservations department. Next morning I phoned the hotel to ask for a confirmation email for our booking, and got through to a lovely lady called Jane Birtles. I explained to her how I was really upset the day before but very grateful that Stephanie still booked us in, and that we are coming on my birthday and I want no upsets regarding our booking. Jane apologised for the upset the day before, and reassured me that we are booked in and I will receive an email shortly regarding our booking confirmation. Anyway minutes later I received an email from Jane confirming our booking and saying she had upgraded us to an Executive room for all the upset caused the day before. I was so nicely surprised I emailed Jane back to thank her for her excellent Customer Service Skills. Anyway things just got better! We was excited now and feeling confident that everything is going to be perfect. We got to the hotel and checked in. Check in was nice and easy and the reception staff were very polite. We got to our room and it was so lovely. The bed had towels on it that were made to look like two swans, there was two white bath robes on the bed and red petals scattered on the bed too. It looked amazing. The room was spacious and very clean. As we relaxed and had a nice cup of tea with the complimentry kit kats my husband noticed someone had slipped a birthday card through the door. It was a birthday card for me from Jane and the Team. It also had a complimentary drinks voucher for any drink of my choice at their bar. What a lovely lovely thought and surprise! We also used the steam, sauna and Jacuzzi facilities. What a powerful Jacuzzi! You need a pound for the lockers. Towels were also provided at the leisure area, which was a good thing..so you didn't have to use your own. Not that we needed to use our own as there was enough towels in our room too. There were also complimentry toiletries In the room, which were absolutely fab! Bed was very comfortable and clean too. The only thing that let us down was the shower. We had a choice of two showers in the bedroom, one shower was attached permanently to the wall...and the other one was a mixer shower. The showers did not work properly. It would end up into a trickle, so we had to fill the bath which took time. I did not report this as we was only away for one night but I'm sure that if I did the Moat House staff would have sorted it for us. So yes room 405 showers need to be looked at......but we was too busy to be complaining ;) Would we go again.....OF COURSE WE WOULD. WE LOVED IT! Friendly staff and clean hotel. The spa area is a bit dated but who cares...it was all in working order!!!!

"Lovely weekend away"

4
14/02/2016

The hotel was welcoming and the staff were friendly. The communal areas including the bars and restaurants were all nicely furnished and reasonably priced. The food was also enjoyable. We stayed on 13th February and were greeted by beautiful swan towels and rose petals on the bed. A lovely touch. The room itself was a little dated .... Carpet a bit worn, tiles dated, hairdryer in bathroom old fashioned but it was comfortable enough for a nights stay. The wifi was great easily accessible. We didn't use the leisure facilities but they looked modern and well maintained. If I was in the area again I would definitely consider staying here again. Thanks everyone.

"Perfect wedding day??"

5
10/02/2016

We had our wedding day and evening reception at the Moat House Stoke On Trent in December 2015. From start to finish everything was perfect! Our wedding coordinator Steph was amazing, she helped with everything for the whole year running up to, and on the actual day, we couldn't of asked for more. She kept us informed at all times and by the end felt more like a friend than our wedding coordinator!!?? Also on the day we had Abby too who was lovely and very helpful! All of our guests commented on how lovely the wedding breakfast and evening buffet were. They also commented that the bedrooms were very spacious, clean, comfortable, and very affordable at £65 which included a full cooked breakfast the next morning. If we could rewind back and do it all again I would definitely pick the Moat House every time ??

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Hayley Thanks a million for the 5 star review so pleased you and Jonathan had a great day. Wishing you all the best in your married lives together Clare

"WEEKEND BREAK"

5
10/02/2016

Hotel is in a nice quiet location with plenty to do nearby. Staff were very pleasant and helpful. Bedroom was lovely and spacious comprising of a double bed, single bed and a 2 seater settee. Breakfast choices were outstanding. Leisure facilities excellent.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Charlie Thanks a million for the 5 star review its great to read such positive comments regarding the team and hotel. Do comeback and see us again soon Clare

"A great place to stay"

4
09/02/2016

Having stayed in a few Best Western Hotels I can say this is one of the best. A friendly atmosphere with great facilities and a warm welcome. I stay away with my job regularly and this is one of my top hotels to stay in. Good choice of Menu and several places to work or just relax after work

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Jason Many thanks for the great review so pleased you have had a great experience with us. Please do come back soon Clare

"Great Hotel Good value for Money"

4
08/02/2016

This hotel is great value for money and well presented room was clean and a very good size bathroom was also a very good size, Buffet breakfast was excellent with a great choice would definitely stay here again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Karla Many thanks for the great review, its great to receive such positive comments. Hopefully we'll see you again soon Clare

"Fairly good"

3
07/02/2016

I stayed here for a weekend in late January 2016. The room was a good size with a comfortable bed. The bathroom was quite good apart from not having anywhere to hang towels. I particularly liked the wide handles on the bath which made it fairly easy to get out for a septegenerian! I lost an earring and to my amazement the cleaner found it the following morning when she was doing the room. A result! Downsides were there were no packets of hot chocolate in the room, no container for recyclables, and at breakfast they had run out of muesli and fruit'n fibre. I would have thought it wouldn't have been too difficult to have sent someone half a mile to the Sainsburys down the road to buy a few packet, but the staff seemed very regimented you couldn't have anything apart from what was exactly on the menu. . Apart from that breakfast was reasonable with a good selection of fruit etc. and the best thing about it was that there was no so-called 'music'. It gave the appearance of a place run by a corporation whereas I find that hotels where the owner is on site are generally much more flexible in responding to guests needs and much better run. However, it was good value at £74 for bed and breakfast for two nights.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Anne Many thanks for your review, I'm pleased that in the main you had a good stay with us. Have taken your comments on board re breakfast items. Do come back and visit us again Clare

"Brilliant Value"

5
02/02/2016

Really lovely hotel, very well presented and outstanding cleanliness. Great value for money. The buffet breakfast was excellent, the food was replenished frequently and was hot. The room was well furnished with everything we needed for an overnight stay.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Joanne Thanks a million for the 5 star review. Its great to receive such positive feedback. Please do come back and visit us soon Clare

"Clean.Good leisure and spa facilities"

4
31/01/2016

Early checkout . pleasant receptionist.rooms and hotel overall clean. The leisure facilities were well kept and clean.I had a massage which was very relaxing. Very happy with staff .I would recommend this hotel

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Claire & Paul Many that's for the recommendation its great to receive such positive feedback. Look forward to welcoming you back soon Clare

"It's ok "

3
31/01/2016

This hotel chain has a reputation for being an excellent value for the money While in most instances that has to do with its relatively inexpensive price and comfortable, if unspectacular, amenities, it is very unusual for one to be rated as a four-star From the quality of the rooms, to the attentiveness of the staff and the number of services and leisure facilities, this is not just a bargain; it's a true gem

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Dan Many thanks for the great review. Bit confused with your scoring though? Its great to have the hotel, facilities and team described as a true gem. Please do visit us again Clare

"Eat off site"

3
31/01/2016

Had seen mixed reviews on here but a good online price so we booked. Excellent first impression, bit of wait to book in but fine. Room lovely, worth upgrading to executive package. Definitely needed a dust though. Decided to eat on site for dinner. Costly bar-Omg £12 for 2 drinks! Service very poor, long wait, wrong main brought out and not worth the price tag. Bill was adjusted by excellent server Michelle. Breakfast was much better, avoid scrambled eggs-foul. Would come back if around here again, but eat elsewhere.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Jazzbunny Many thanks for your review Glad that in the main you would come back and visit us again. Sorry about the service issues in the restaurant please don't let that put you off dining with us again. So pleased we were able to offer you a 50% discount before you left. Look forward to seeing you again soon Clare

"Birthday Celebration"

5
27/01/2016

I recently celebrated my birthday at the hotel and held a party in the JW's room. All my guests commented on what a lovely room it is and how Abbie and Adam who were looking after us in the evening did a wonderful job and were always on hand through out the night. The food served was fantastic and was enjoyed by everyone I cant reccommed the moat house enough as a venue to hold your special event. Thank you for making it a very special day.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Beth Thanks a million for the 5 star review I'm so pleased you had a great birthday with us. I've passed your comments on to Abbie and Adam. thanks again Clare

"Great stay at this excellent hotel"

5
26/01/2016

We had a lovely stay at the hotel. Our room was a family - with double and single - and it was smart and comfortable. The staff are most helpful, from the lovely lady on reception when we booked in to the lady cleaning the rooms on our floor who stopped her work to go and get us an extra mug and bring it down to our room. You get the feeling the staff are happy - hope so. Even the breakfast staff who were kept very busy indeed had time to be friendly. Only minor disappointment for us was that the jacuzzi was out of order when we went for our swim. However, having use of the steam room made up for it. Pool nice and warm and being provided with towels there meant we didn't have to take them down from the rooms. Breakfast consisted of a large variety and of good quality (excpet the veggie sausages which were a bit bland - though was surprised to find them there). I can't comment on the restaurant meals as we ate out. Overall, an excellent experience and we would definitely return.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review so pleased you all had a great stay with us. Sorry about the Spa... Do come back a visit us again soon Clare

"Clean, tidy hotel with lots to offer"

4
25/01/2016

Hotel carpark is small and parking sometimes can be difficult. Gym has lots of machines and helpful staff, swimming pool nice temp can get cramped on busy Saturday afternoons. Rooms large spacious with everything you need.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Jennie Thanks a million for the great review, I'm so pleased you had a good stay with us. Bit confused re car park as we have in excess of 350 spaces here. Please do comeback and visit soon Clare

"Date wkend "

4
25/01/2016

Booked on the Fri nt for the Saturday great value for money room big clean modern hotel nice clean gym saurner pool good overall great place to relax and spend quality time with the other half ......that good we booked for the Sunday nt aswell mmmm. Lol .....breakfast in with the room rate breakfast could not fault it $44.per nt Inc breakfast and gym included spend more going local pub and a bit more lol .....Big up to Jane birtle ???? On reception on the Saturday for her fantastic great customer service .......

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Geoff Many thanks for the great review so pleased you had a great date weekend with us. I've passed your comments on to Jane too who is thrilled. Do come back and visit soon Clare

"Spa weekend"

3
22/01/2016

Stayed for one night as part of a spa day. Staff were friendly. Comfortable beds although the radiator in the bedroom was luke warm, even on the highest setting so the room was not very warm. A nice array of toiletries in the bathroom. Nice big flat screen tv with some extra channels. Great location as close to the motorway and business park that has places to eat, cinema and some other shops. Breakfast - variety of hot and cold food. We did not have an evening meal in the hotel restaurant so can't comment on that. We had massages which were great. I would stay again as this hotel was alright for one night. Free wi fi is available

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Elaine Many thanks for the review. Its great receiving feedback. could you let me know which room you stayed in please so we can check the radiator. Thanks Clare

"Lovely room."

3
18/01/2016

On arrival I was told I had not made a reservation and had to pay again. After showing them my email reservation, they apologized and up graded us to a very nice high grade room. In a good position for walks and transport links. The food is not the best, at dinner had steak and it was not pleasant. The breakfast was fabulous, if only I could of had it again instead of the chewey fatty steak I had for dinner. Rooms and staff great food poor. I would stay again but eat in the Toby carvery 200 yds away.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Edd Many thanks for the review, sorry you had a few issues but pleased that in the main they were resolved. Please don't be put off by the steak - we'll follow up with our supplier. When you stay again please do give the restaurant a 2nd chance. Thanks again for the review Clare

"Old and noisy"

3
17/01/2016

Well I don't know if the stars rating is the same in all European countries, but this is definitively not a 4-stars hotel. Or it was a 4-stars in the 1980s... You can hear everything happening in the hotel from your room !! The decoration is old, the beds are not comfortable and it smells oddly... I do not recommend this hotel.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the review I'm sorry you found us 'old and noisy' Id be really grateful if you could give me a little more info - which room did you stay in and when, also the noise was that from other guests, doors, other hotel equipment, did you mention this to anyone while staying with us? The hotel was built and opened in 1992 on the old garden festival site so we celebrate our 25th Anniversary this year. Look forward to hearing from you Many thanks Clare

"Oh dear, bad stay this time"

2
15/01/2016

I have stayed here before and it's been fine. Until this time. There was a noise in the room (408) like the engines on a ship. And no water pressure in the morning. I'd no reason to stay anywhere else before. Now I do.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Craig Many thanks for your review I'm sorry your stay this time was not as good as other times. We are looking into the noise issue and think it was due to the newly installed CHP unit so are reviewing the timings that the unit is on. the water pressure issue was due to a leak that has now been fixed. Craig Tripadvisor is a great site to gain subjective reviews both positive and negative as is the Best Western feedback site can I ask why on the other occasions you have stayed with us you have never been motivated to say all was ok? On this occasion when something was not quite right you turn to these sites to inform us. Sometimes it would be nice to be given the opportunity to sort the issue while the guest is still with us just to prove we care about customer service.? Thanks again I look forward to welcoming you back in the near future Clare

"Very nice hotel and spa"

5
13/01/2016

We stayed here as part of an annual event. The hotel room was lovely and clean with comfy beds. The lighting however was not good for trying to get ready for a party. .. Typical hotel dim lighting ! We struggled between dim and over bright orange bathroom lights ! The hotel has a lovely pool and spa area. Definitely worth finding the time for a relaxing massage. The breakfast was all fresh and hot and provided a good start to the day. I would certainly stay again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its just great that you had a good stay with us. Ill look at the lighting issue. Please do come back and visit soon Clare

"Fabulous Christmas Day lunch"

5
08/01/2016

Once again I took my family to this fabulous hotel for Christmas Day lunch. This was the fourth year that we attended and I can honestly say that this was the best lunch we have had, although the other years were great this one was just superb. I must compliment the chefs for their presentation and staff for their excellent service. I will certainly be returning once again. Cannot recommend enough

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review - its great to receive such positive feedback regarding Christmas Day lunch. I've passed on your comments to the team and they are thrilled. See you soon Clare

"Beware when booking and paying in advance!"

1
07/01/2016

All I would say is if you've booked and paid in advance beware, as despite the fact that I had booked a suite over the phone and my parents had then gone into the hotel to pay and confirm this room (a month before we arrived) it wasn't actually reserved at all, despite the receptionist trying to fob me off and tell me that the standard double room was actually a suite!!! (If you've paid for a suite btw, it actually has a separate lounge area/bedroom). Even worse, despite the fact I had a receipt showing that I had paid £100 a night for the suite, the hotel tried to tell me that their records showed that I'd only paid £59 for one night and £69 for the second, and I am still yet to receive a satisfactory reply about why this error occurred. They did manage to arrange a suite for our second night, but that wasn't the most convenient option to have no room available between the hours of 10am and 3pm especially with 2 young children. To say we were completely fed up is an understatement and even the offer of a free meal couldn't make up for the anguish caused (especially when you've stood at reception arguing and pleading with the manager for over an hour with 2 hungry and tired children).....how you can book and PAY in full for a room and then be told on arrival it's not available is unacceptable, and we weren't the only ones, as I was waiting to speak to the manager another family arrived to be told there was no record of their booking, even though she had a confirmation email from the hotel...very poor and I would advise anyone booking here to call ahead to ensure you aren't also disappointed! I'd also agree with other complaints that mention lack of staff and poor training, we waited an hour and a half for a hot gourmet sandwich (which was cold and soggy) and 2 hours for a cup of tea. Such a shame as we used to stay here all the time but it has really gone downhill. The only good thing I can say is it's clean and well located, but at a hotel of this standard you expect a much better service. Most of the staff were actually lovely and I was left feeling sorry for them as they clearly had little or no support or training.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh Dear Richardandmichelle1 You are right all this should never have happened and corrective training has been completed with the team members involved. Its my understanding that we contacted you and discussed the issues leading to refunding monies spent on the food you ordered and the monies spent on your first nights accommodation? If you are still not happy with this please do contact me directly. We certainly were not at our best....... I am pleased that on a more positive note you found the team lovely and the hotel clean and well located. thanks again Clare

"BEST Western Hotel Moat House"

5
07/01/2016

First time staying at the moat house in festival park this evening and i must say. What a nice night so far, many of my work partners have suggested to me to stay at this hotel so ive tried it out and im deffently going to be returning, all staff in the hotel were approachable and happy to help especially the Receptionist that was on her own, she had me checked in before i knew it, it went so smoothly. Ill deffently recomend staying here to anyone! Great place thank you 5*

"Very nice hotel"

4
07/01/2016

We had a wonderful time at the hotel, the rooms were nice and clean, the staff was very friendly and the facilities were excellent. The breakfast had a lot of choice and if you wanted something special such as veggie sausages or soy milk, they'd get it for you. Would recommend.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Violet Many thanks for the great review so pleased you had a great stay with us. Please do come back and visit again soon Clare

"Weekend in Stoke"

4
05/01/2016

The hotel was clean and of a good standard visually and internally. Staff welcoming the room was bigger than average hotels which was nice also free wi-fi. The breakfast was excellent and set you up for a long day. The winter special would be hard to beat anywhere £37 and breakfast - yippee

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Denise Many thanks for the great review so pleased you had a great stay with us. Don't forget to come and see us again soon Clare

"very friendly"

4
03/01/2016

The staff were lovely and helpful. The pool was warm which was ideal for our little ones. The breakfast was great with lots of choice. We booked a family room which was spacious enough. Not much criticism but the bathroom was a bit tired though it was clean and ok for us and was surprised that there was no hot chocolate at the breakfast buffet on the hot drink selection! Not much to moan about, was quiet and a comfortable nights stay.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Emma Many thanks for the great review I'm so pleased you all had a great stay with us. I'll follow up the hot chocolate for breakfast! Hopefully we will see you again soon Wishing you a very happy and healthy 2016 Clare

"Little more than a budget hotel"

3
03/01/2016

This hotel is modern with comfortable rooms however staff and catering needs to be improved. Reception staff were friendly and helpful but we didn't find the other staff to be particularly good at 'guest relations'. Very few department managers were in evidence and those that were didn't interact with guests. We were part of a two coach party so there were nearly 70 of us altogether and apart from the initial greeting when we arrived we never saw any of the managers again even on departure. Our evening meals and breakfast were all buffet style even starters and hot drinks in the morning - a bit too much self service. There was a limited choice of food and it wasn't very well cooked - al dente! The New Years Gala Dinner was however very good with the exception of one of the main meal choices which nobody seemed to like. Entertainment was good.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh John Many thanks for your review I'm sorry you didn't enjoy your New Years stay with us. the team were particularly looking forward to hosting you all. Re your meals this was greed with your coach company and I know the team were on hand to help with serving tea and coffee, starters etc. Take your point re the 'el dente' and will discuss with chef........ On a more positive note I am glad that you had a great New Years Eve Gala dinner - I did see you all dancing at the back of the room. I also heard that the bingo was excellent! Wishing you a happy and healthy 2016 Clare

"Great hotel"

5
03/01/2016

Stayed here just the one night !wish it had been more a very clean and lovely hotel the staff are all very helpful rooms very clean breakfast very good ! Great location for the motorway network north or south

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi John Thanks a million for the 5 star review so pleased you had a great stay with us. I shall pass your comments on to the team. Hopefully see you again soon. Wishing you a very Happy and Healthy 2016

"Disappointing stay"

2
02/01/2016

Booked for a family night stay. Rooms are tired and bathrooms could do with some updating. Entrance area is bright and staff helpful on the front desk. Staff in lounge and restaurant need some training in dealing with visitors! Dinner and breakfast were ok but felt rushed when eating. Would be reluctant to stay here again!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh dear looks like we haven't given you a great start to the new year? I'm sorry you were disappointed with your stay and will take your comments on board re the team etc. Please don't just judge us on this one stay be great if you could give us another try....... Clare

"New Year's Eve "

4
01/01/2016

Stayed here for new year as we attended the gala dinner function in the ballroom . The evening was excellent. Room set out beautifully and the service was excellent. Well done to the staff. Room was lovely and comfortable and clean with nice towels. Only gripe was that people were inconsiderate and were slamming doors late at night and again in the morning.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Gail Many thanks for the great review regarding New Years Eve - it was a great night! Point taken re slamming doors unfortunately some guests can be a little inconsiderate. Hopefully we'll see you again soon. Wishing you a very happy and healthy 2016 Clare

"Slightly disappointed"

3
30/12/2015

Location of hotel was great and very handy for the waterpark (next door) Hotel is in need of updating and a thorough clean. Room was comfortable enough but cleanliness an issue. Wifi good but patchy. Breakfast fruit juices were watered down

"Good Value"

4
29/12/2015

We are a family of four that stayed Christmas Eve to dine out with family in the area. It was perfect place to stay, the children enjoyed a swim before we went out in the evening and my husband and 18 year old son thought the breakfast was fabulous! It was very reasonable for a quality comfortable stay. I really like the 11am checkout too - thanks for that!!

"Great family short break."

5
22/12/2015

We have stayed here twice over the period of a year and we really enjoy it, adults and kids. The hotel is clean and well presented, the kids love the pool, the food (inc breakfast) is hot and tasty and the rooms are spacious and have good facilities. Free parking is good too! The large water park next door is within walking distance.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Merry Christmas. Thanks a million for the 5 star review its great to receive such positive feedback. Hopefully we'll see you again soon Happy New Year Clare

"I'd sleep in my car before I'd stay at this hotel again."

1
22/12/2015

I stayed at the hotel on a Saturday night, can honestly say I'd had a better nights sleep if I'd slept in the car park. The noise from a disco was really bad but you sort of expect that from staying around Christmas time in a hotel. But what you don't expect is after it was over hearing the DJ drag all of his equipment out to the van while shouting to somebody inside. This went on for 30 mins or so even though I was on the 3rd floor I could hear everything perfect. Then the room next door had someone knocking on the door to be let in every 20 mins or so till about 3.30am then at 5am a woman started kicking their door in for the next 30 minutes. I phoned the desk who said he come up and check but never did. On checking out i told the desk what had happened and all I got was "I'm really sorry" the only good thing about the hotel was the room was clean, but that's about it. I'd sleep in my car before I'd stay at this hotel again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Scooby Hope you've had a great Christmas. It doesn't sound like you had a great time with us I'm really sorry about that. I can control the DJ so will pass on your comments. Unfortunately I can only hope that fellow guests respect others I understand from the nights team that they came up and checked and asked the lady to go back to her room. If you like to make contact directly with me on [email protected] I can follow up your issues in more depth. Wishing you a happy and healthy new year Clare

"leisure club"

5
19/12/2015

Great facilities helpful staff excellent location based in run down area for employment ,but tremendous history in this area.Ideal location closed to motorway net work. Only 1 mile from city centre of the historic towns of Stoke -on - Trent

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the 5 star review its great to receive such positive comments regarding your stay. Please do come back and visit again soon Clare

"good service bad neighbours"

3
18/12/2015

the restaurant in the hotel were very accommodating in find out what i could eat as I'm Dairy intolerant and they got me soya milk. but even though the room was very nice, it was very hard to sleep in as i could hear everything that was going on next door, the Aircon was ineffective and outside was quite noisy as there was a wedding on at night.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Sophia Many thanks for your review I'm pleased that in the main everything was good. Sorry about your neighbours. Hopefully see you again soon Clare

"Great hotel and location"

5
16/12/2015

I've stayed at This hotel several times now over the last two years. Good prices and nice big room and comfy beds. Never had an issue on any occasion I've been staying Helpful and friendly staff and food isn't too bad either. Nice bar areas to relax in also. Recommended

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Maria Thanks a million for the 5 star review. Its great to receive such positive feedback. Hopefully we'll see you again soon Clare

"Ok for a business trip"

3
16/12/2015

This hotel is fine for a business trip. Rooms are clean although a couple of details needed attention. Lipstick on the glass - not mine and the shower head was damaged. Food in the restaurant is adequate. Wine is expensive and there is no draft beer only lager or boddingtons. There is a gym and pool. To sum up fine for business but not somewhere to take your loved one for a romantic break.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for your review I'm sorry we only hit the 'ok' mark... Just wondered if you could give a bit more information and let me know which room you stayed in. I've asked my Bar Manager to review our draught beer offer I'm guessing you are referring to a real ale? We do have the local ale in bottles - titanic on offer? Hopefully we'll see you again soon Clare

"Christmas Party a Dud"

1
16/12/2015

My colleagues and I decided to ditch the usual Britannia Stadium Christmas party in favour of the Moat House even though it was more pricey at a mamouth £43 a head. We donned our party dresses and had our hair and make up done in preparation for a big night out. The first hiccup was walking in our party shoes approximately half a mile because there was not enough adequate parking at The Moat House. We were then squashed in like sardines with no elbow room room at the tables. The food although edible and adequate at £43 a head was not worth the high price tag. It was the bare minimum required, not even a jug of water on the table and there was no way the staff could of got it as they were rushed off their feet. I understand I was paying for a full night out so I held my judgement for the rest of the night. The entertainment was good but didn't start till 10 for 40 minutes then didn't come back on till 1140 when everyone was just about to leave. So after being less than impressed it's officially back to the Britannia.

"Excellent Staff"

4
15/12/2015

Attended a Charity Ball, the food for such large numbers was very good. The service also very professional and efficient. Special thanks to Jane at Reception - the staff worked so hard in helping make the whole event the best it could be.

"Excellent Hotel"

5
15/12/2015

Stayed on an extremely busy Saturday where a large Christmas party plus a wedding were taking place. Check in was seamless, lovely rooms - far better than I had anticipated and I had concerns about the room location given the number of guests staying and inevitable noise but we were totally undisturbed. Breakfast on Sunday morning was one of the best I have experienced at a hotel. Nicky the receptionist was extremely friendly and certainly went that extra mile for hotel guests and the staff in the dining room were so pleasant, nothing was too much trouble.

"Christmas party night"

5
14/12/2015

Booked for a party night after a great event earlier in the year, didn't disappoint. The food was great (they even offered to provide some brownie for me to take away because I enjoyed it that much!), the entertainment was fantastic. Staff were friendly and fantastic atmosphere. Great night had by all followed by an amazing much needed breakfast! Will be back next year!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review its great to read such positive comments.. Hopefully we'll see you soon Clare Ps I'm sure we can have brownie on the menu again!

"Christmas party night"

5
14/12/2015

Stayed there on Friday night for one of their party nights and had a great time. Food, room and service were all lovely, will deffo be staying there again. Staff were very friendly and efficient. Highly recommended

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Karen Thanks a million for the 5 star review. Hopefully we'll see you again soon Clare

"Christmas Doo !"

5
14/12/2015

This is my third visit to this hotel and I have to say that every visit has been great. The functions are well organised and the staff are very helpful and friendly. The rooms are clean and tidy with comfortable beds too. The function suite we were in was very busy as is to be expected at this time of year, but service was prompt the food was tasty, all in all a fab night was had by all ?? breakfast was also lovely and well needed following a Christmas party the night before. I am certain we will return again. Thank you for your hospitality

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the 5 star review I'm so pleased you had a great time at your Christmas Doo. I've passed your comments on to the team. Hopefully see you soon Thanks again Clare

"Disappointing"

3
14/12/2015

Stayed here for two nights whilst attending a family wedding at a nearby venue. We arrived on Friday late afternoon and we were advised at reception whilst checking in that the hotel restaurant would be closed between 7 and 9 due to a private function. We rang reception to see what the situation for food would be and we were then told that the restaurant would be closed all evening, and there would be NO food service for residents from 7 until after 9 anywhere in the hotel! We decided to go to the bar at around 6:15 with a view to having a meal here, however, the bar only had low level tables available, nowhere at all to sit and have a meal in comfort. We were informed that not only was the restaurant booked out for a private function, but also the first floor bar, and the ground floor bar would effectively become the disco for the function in the restaurant, leaving virtually no facilities for other residents- quite unbelievable for a hotel of this size located away from the town centre. The issues continued on the Saturday evening. The hotel had agreed to put aside an area for our wedding party to use upon our return late that evening, as most of the wedding guests were staying at the hotel. We were amongst the first to arrive back at the hotel (fortunately well before the newly married couple), to be greeted with blank stares from staff when we asked about this pre-arranged room. After a considerable period, and a stressful conversation with a duty manager, we were directed into a grubby part of the restaurant which had just been vacated by yet another private party. On a plus point, the hotel bedrooms are OK, though clearly not 4 star, and the breakfast is very good. Staff are also generally very polite and friendly, issues seem to stem from poor management. To summarise, I would shop around the local area if I were to stay in Stoke again, based upon this stay.

Traveller3737, Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Dear Mark Many thanks for your review I'm sorry you found your stay with us disappointing. December is our Christmas party season, you and your party would have been made aware of this when rooms were booked with us. The bar has a number of restaurant height round tables for diners I'm sorry you were unable to use these. On a Friday and a Saturday in December we offer guests not at a Christmas party bar food or room service food until 7pm and then again after 9pm we are very open and honest about this. With regard to Saturday when you returned from the wedding I'm sorry but I think there has been some miscommunication at no point was a private room booked or offered as all our rooms were hosting Christmas parties. Your party was due back at 1pm for Bacon sandwiches this would have been perfect as our parties would have finished and an area of the bar was to be reserved for you. However I understand you were back early before the end of the parties making it impossible to reserve an area for you.. I'm pleased that we were able to accommodate you in the restaurant although agreed not ideal. On a more positive note Mark I'm glad that you found breakfast very good. Please don't judge just on this one visit. Thanks again Clare

"Christmas Party Winner!"

5
14/12/2015

Stayed here on Friday night with a bunch of friends, the entertainment and food was fabulous and the service from all staff was friendly and professional. I have stayed here on several occasions and the service certainly has not gone down hill during the busy Christmas period as can happen in many hotels. All round positive experience at a good price! In the words of the terminator "I'll be back!" :-)

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Thanks a million for the 5 star review, its just great to read such lovely comments about your recent stay and the Up Town Funk night. We look forward to seeing you again soon - don't leave it too long Clare

"Great service and awesome room to sleep up to 6"

5
14/12/2015

Lovely hotel - balances the big chain feel with attentive local service. The team of staff really care and do their best to help. For me as mum to three kids, the best thing is that they have room suites that sleep up to 6 people. These room are brilliant - spacious, with a proper bath for children and with a double, two single and bunk beds plus plenty of space for children which is so difficult to find in most hotels. I will definitely be back! The location is good - close to Alton Towers and local attractions but also near a retail park with cinema, bowling etc so if you've had enough of the parks you can have a quieter day. The food in the hotel is good too, we had a lovely evening meal.

"Works Christmas meal"

5
12/12/2015

Booked here for our works Christmas meal, 3 courses and the food was amazing! Chicken pate for starters followed by turkey dinner then chocolate orange brownie. Top class, thoroughly enjoyed and great service?? would highly recommended.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Dear Sammy Thanks a million for the 5 star review its great to read that you all had a great time with us. Don't forget to come back next year. Clare

"4 AA stars. Did they get 2 stars twice? "

2
10/12/2015

Really, what has happened to the star ratings? This is a big hotel, huge grounds, huge car park and almost full. You artive in the basement round the back if you arrive by car but no signage to tell you where reception is. However the rest of the hotel has signage about everything else. Some funny. See picture. As for the reception, it's on the first floor. I got the feeling we arrived via the tradesman entrance. I had an executive room on the Crown Executive floor booked for two nights. The floor had newspaper rack but none. To be honest, I seriously considered checking out after the first. The room. Size not bad. View was OK. The bed was really small. Like the smallest double bed you can buy. Bathroom was awful, so small the door and toilet were an obstacle course to the bath. It was clean but grubby. Cracked sharp tiles on the side of the bath. Grubby grout gave it a very tired cheap look. Towels were old, hard and worn out, they had a horrible smell from the dryer. Same with robes. Restaurant. Oh boy. Long chat with the new restaurant manager. It was like Fawlty Towers (best explanation I can find) from the server who never knew what or how a gin and tonic was served to the other waitress who kept asking "everything alright" but had no idea what to do when you said no. Funny thing the first time she asked was after the bread basket was put on the table, we had not even ordered yet. Steak ordered medium rare, so overcooked you could say it was blackened. It went back. Rest of meal was pretty basic, we joked we would have been better in the Burger King across the road. But it's got 4 AA stars. This is a 3 star hotel at best. Price was not reflective of the quality. Plenty of 3 star hotels in the area much cheaper. Needless to say I won't be returning.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh dear Neil We haven't done very well at all have we - I'm really sorry about that not our usual standard nor was it our intention..... If possible could you give me a bit more information - which room did you stay in? it would be great if when you are next in the area you would give us another chance to prove we can get things right. Look forward to hearing from you Clare

"Very nice hotel in a nice quiet setting"

4
07/12/2015

Stayed here working with a local customer. Staff was delightful, restaurants were reasonably priced with great food. Pool / sauna close VERY early and pool deck is VERY slick but overall a good experience. Would stay here again.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Many thanks for the great review, I'm so pleased you had a great stay with us. Please do come back and visit us again soon Clare

"Christmas party at the Moat House"

4
06/12/2015

What a great night. We had a good meal, with a varied choice. The entertainment was fantastic The Michael Jackson tribute in the first set was one of the best I have seen. It was well organised what more could you ask for. All the staff worked so hard to make it a thoroughly enjoyable evening. Thanks

"Whitney vs Beyoncé Christmas Party"

5
04/12/2015

Thank you so much for a fantastic evening, food was amazing and all staff were polite and friendly. Couldn't of planned a better Christmas party, all students had a fantastic time and danced the night away. Now it feels like Christmas. :) we will definitely be booking again next year and protentionally be booking a night stay for us all as well.

"I expected a bit more"

3
03/12/2015

Stayed here as I was attending a Christmas Party. Check in was very slow. There were a few people either not booked in or did not have confirmation so made for a very slow check in. When I was checked in was not really greeted that well, staff were more distracted with other issues than providing me with the attention I required. Got to the room, they are a little dated but very nice, very clean, plenty of clean towels, shower gels, tea coffee etc.... Went for a bar snack, I ordered a fish finger sandwich and that's exactly what is was, but I was not paying £2 I was paying £9. For this price I expected hand battered fish goujons on nice fresh bread, not Birdseye fish fingers on a slice of white tin loaf toasted. Extremely disappointed with this and was not good value for money. On the other hand the breakfast was fantastic and faultless, lovely and hot great choices, great quality a far difference to the naf offerings on the bar snack selection, for this I was relieved. Warm room, slept well, would stay again for the right price but expected more.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Dear Carlib Many thanks for your review. I'm pleased that Breakfast was faultless and beautiful. I've noted your comments regarding the fish finger sandwich and reception. I'm glad that in the main you had a good stay with us and would come back. I hope you enjoyed the Christmas party Clare

"Not a good night sleep"

3
29/11/2015

Arrived fairly late and decided to have dinner at the hotel, had to send back my lamb shank, indelible and so had to watch my daugther eat her meal and finish, before I got mine again. Not a good start! Room good size, but beds very hard and room uncomfortably hot, opened window, but then got woken early by traffic noise. So not a good night sleep. Reported uncomfortable beds, very little interest, so would not stay again!!!

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh dear Sean a bit of a mixed review I'm sorry we didn't come up to expectations this really isn't our usual standard. Id be really interested to know which room you stayed in as we're not situation on or near a busy road - I'm a bit confused with the fact that you got woken by early traffic noise and would like to get to the bottom of that. At this time of year its so difficult to get the room temperature right - all our radiators do have thermostatic controls again a room number will help me check that this is working probably. Many thanks for your review Clare

"Couples 2 nights stay"

3
29/11/2015

My husband and I stayed here for 2 nights. The room and bathroom were nice however bed seemed extremely small for 2 adults. Coffee and tea facilities were provided in the room. Breakfast was also very nice and changed £15 per day for 2 people, however only if you pay at the reception of the hotel. If you pay in the breakfast restaurant it is a lot more. Good choice for breakfast. Staff are friendly and helpful. I would not recommend to use the spa/beauty facilities as rooms are dirty and people wanting to use the swimming pool have to walk right through the seating area of the spa.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Vicky Many thanks for your review I'm pleased that you had a good stay and found breakfast excellent and the team friendly and helpful. With regard to leisure I'll speak to the Beauty Therapy company and feedback your comments. With regard to the walkway from the changing rooms to the pool this area is separate from the coffee seating area unfortunately there is not much I can do about it. The coffee area is separated from the walkway by a screen. Thanks again for the review Clare

"Excellent hotel and friendly staff"

5
29/11/2015

Just stayed for the night on a groupon deal. Lovely hotel with all the staff being friendly and helpful. In particular the receptionist who checked us in and sorted a taxi( apologies forgot to get her name). Nice pool and gym and had the best nights sleep..such comfy beds!! along with a great breakfast in the morning. All in all a super night away. No hesitation in recommending it.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Dear Ian Thanks a million for the 5 star review its great to receive such positive comments and a recommendation - I have passed these on to the team. Look forward to seeing you again soon Clare

"Lovely hotel"

5
27/11/2015

Stayed here with my partner after a trip to Alton towers. The hotel was lovely. Staff were friendly, rooms were nice and clean bed was comfy. The "spa" was nice. Tiny and a little dated but it was good. We used the pool sauna and steam room. They were nice. The loungers around the pool were knackered. But this isn't to detract from the lovely facilities. My only mark against this hotel is it advertises itself as being close to Alton towers. It isn't particularly close. 45 minutes away. But the hotel itself was real good and if I'm ever visiting Stoke I would stay there again 100%.

"2 Night Say through Work"

4
23/11/2015

Really looked after us, there were over 100 of us and really no complaints. I took the entire family. The Pool was a little let down but everything else was Great Service. Check in was slick, check out even quicker. We didnt have an evening meal hear as It was my daughters birthday so went local. But rest of group said it was nice

"Dissapointing"

2
19/11/2015

One night stay to break a journey. All staff were very friendly and efficient, Room and Breakfast were good. But, no hot water on arrival, took 3 hours to fix, and no internet- not fixed . OK. All hotels can have problems, but there is no excuse for the dirty door handles and surrounds on all the doors and fire doors. Only two stars I'm afraid.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Im so sorry you found us disappointing certainly wasn't our intention - it would be great if you could give me a little more info re the cleanliness issues s please. Wifi all back up and running Im afraid we were in the hands of BT and Talk Talk who are still trying to get to the bottom of what happened. Re the water we had a major pipe burst you may have seen the debris as you came in from the car park - pipe fixed and normal service resumed.... Thanks for the review Clare

"Decent, out of town hotel."

4
16/11/2015

Situated close to the water park, dry ski slope and the retail park (all walkable). The hotel is clean, modern and well staffed. The bar food is good pub grub. It's a hotel that caters for wedding parties. There is a large, free car park.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Coxey and Baggy Many thanks for the great review Please do come back and see us again soon Clare

"Inappropriate name...."

3
16/11/2015

"Best Western" makes you think doesn't it... well don't bother, as t is just another hotel. I have stayed here before years ago before BW took over and it was much better. Time has taken it toll on the bathrooms with horrible yellow plastic where there was once pristine white. The bathroom was also freezing for some reason... The room was, well, aged and bland it needs re-refreshing and a token of color to warm things up. We were attending a charity function and tried to order two vodka martini's but couldn't as they only had one glass... We went through a list of other options to drink, but had to keep going as the face of the waiter said it all.... limited choice of spirits... so ended up having white wine... Oh back to the bed room, the bed, was possibly the next hardest thing to diamonds with the pillow being filled with the rocks dug out of the ground in search of the diamonds.... Awful. I do have a preference when staying in these sort of places, they tend to offer things like guaranteed sleep and choice of pillows at similar costs, just that this time we were in their function room so I thought I would give it a try... Next time I will get a taxi...

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Oh Dear Phil C Firstly many thanks for supporting our Charity Dinner in aid of Cancer research and the UHNMs with your help we raised just shy of 15k! I'm sorry we didn't exceed expectations! re the spirits what are we missing it would be great if you could give me the heads up. We having the event again next year - be great if you could support again thanks again Clare

"It was good value"

4
14/11/2015

Stayed over as attending an event at the hotel. Rooms ok if a little dated. All clean and tidy. Quite noisy not helped by doors that slam shut loudly. Reception staff efficient and all bar staff friendly. For £68 with full breakfast I was pleased with the hotel.

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Debbie Many thanks for the great review glad you found us to be good value. Don't forget to come and visit us again soon Clare

"great overnight stay wonderful staff good food"

5
13/11/2015

stayed last night on a wowcher deal what a great hotel . rooms are very good staff really professional ate in the stables bar brilliant food i had pate and half grassington duck my wife had home made fish cakes and lamb shank . both meal were top qualit and reasonably priced . never got to the pool but it looked good . will deffinatly be back my wife forgot to pack a hair brush and they even had new combs on reception . 10 out of ten

Traveller3737, General Manager at BEST WESTERN PLUS Stoke on Trent Moat House, responded to this review
Hi Chris Many thanks for the 5 star review Clare