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“Sunday lunch” 4 of 5 stars
Review of BEST WESTERN Moffat House Hotel

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BEST WESTERN Moffat House Hotel
High Street, Moffat DG10 9HL, Scotland   |  
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Ranked #4 of 4 Hotels in Moffat
Chester, United Kingdom
Senior Reviewer
6 reviews 6 reviews
Reviews in 6 cities Reviews in 6 cities
7 helpful votes 7 helpful votes
“Sunday lunch”
4 of 5 stars Reviewed October 16, 2011

We called in for Sunday lunch recently whilst staying elsewhere in the area.

The decor in clean and tidy but the inside is a little bit of a let down as we expected a bit nore old world charm from the outer facade.

On the plus side the young lady waitress was friendly, charming and very attentive. We ordered the carvery lunch which was very well cooked and fresh tasting.

The cost was £10.95 per person for 1 course - not the cheapest in the town but a fair price for the quality of food and service.

Any negatives - not really, one slight gripe why would what we assume was a senior staff member sit at one the tables taping away on the her lap top and talking to other staff? This really does take away some of the ambiance of having a meal out when you feel you are sitting in their office.

Would certainly recommend lunch here though was the service and standard of food.

  • Stayed October 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PaulLawson, Owner at BEST WESTERN Moffat House Hotel, responded to this review, November 2, 2011
Dear Dorothy. Thank-you for your visit to Moffat House for Sunday lunch and we are delighted that you enjoyed your carvery meal so much. Whilst we agree that £10.95 is not the cheapest in town we are confident that for quality and choice it is the best value in town. We apologise for the resident who was using the hotels WIFI close by you, this is very unusual for a Sunday afternoon but she had just checked out from her bedroom and had some business to attend to. I can assure you that it was not a member of staff as this is not permitted. Your compliments on the service are also greatly appreciated by myself and our hard working team. We hope to welcome you back soon.
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356 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (87)
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English first
Warkworth, New Zealand
Top Contributor
64 reviews 64 reviews
56 hotel reviews
Reviews in 52 cities Reviews in 52 cities
38 helpful votes 38 helpful votes
2 of 5 stars Reviewed October 14, 2011

Nice location, set back at the top end of the main street of the town. When we asked for a quiet room, the young man on reception simply replied "this is Moffatt".

The room we had was OK. The floor creaked like crazy and there was a slope that caught me out and caused me to stumble without the aid of a drink! The bathroom was clean and very spacious (I think it was bigger than the bedroom) which caused one problem, because you couldn't actually reach the toliet paper whilst sitting on the toilet! Interestingly, whilst sitting there I had a look around the bathroom and found that there were probably 5 or 6 different levels of wall where the room had been patched up, repaired or the room extended. It was clean enough, but just looked a mess.

Food in the restaurant was OK. Breakfast was OK. Staff were friendly enough, but all so laid back they were in danger of falling over.

Finally, when we cheked out, we couldn't find anyone on reception until a man arrived very scruffily dressed and looking as though he had been dragged through a hedge backwards. We were surprised to find he was wearing a hotel name badge (didn't get his name though) and clearly, despite looking like a local vagrant, he was employed by the hotel as he had access to the hotel computer system.

Don't think we'll be back!

  • Stayed October 2011, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PaulLawson, Owner at BEST WESTERN Moffat House Hotel, responded to this review, November 2, 2011
Dear Pohughie.Thank-you for your review. It is always a pleasure to welcome guests from far afield and we congratulate NZ on their recent rugby world cup victory! There are obviously a few items in your review that cause me concern and on behalf of Moffat House Hotel I apologise if we did not achieve the standards you expected on your visit. Clearly the response of our receptionist to your question on arrival was not accepted in the humour to which is was intended which is understandable after a long journey when all you probably want to do is catch up on your sleep. The individual hotel employee extends his apologies and realises the error in his judgement. The room you occupied has been recently refurbished and the bathroom as you rightly point out has been extended. However if you do look closely it is not as you say bigger than the bedroom. The bathroom has a new suite and has been finished to a high standard and on your recommendation we have moved the toilet roll holder a bit closer as we can see how for some people this may cause them to have to stretch slightly. Thank-you for bringing this to our attention. The slope in your room still remains a mystery and if you could maybe e-mail to expand on that point it would be appreciated? Our staff are trained to be friendly and attentive while being non intrusive. If you perceived this as being overly laid back I apologise but would be more worried had you not pointed out how friendly they were. The final point you raise is I must say (and sorry to disagree with you) a bit harsh. We have a full time maintenance man on site who deals with every aspect of hotel maintenance. As his role dictates he is not clad in suit and tie like the rest of the staff but he certainly does not look like a vagrant. That comment in particular is upsetting to the individual who is a gentleman and a family man who works very hard and is a valued employee. However in light of your comments we have now supplied him with a more suitable uniform and name badge. When you visited he was using receptions computer to locate a spare shower part and although this is a rare occurance I agree 100% that he should not be doing this in sight of guests and so have arranged alternative computer access when required. We would love the opportunity to welcome you back to Moffat House and hope you will consider revisiting on your next journey.
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Warrington, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 13, 2011

Nice hotel with friendly helpfull staff, cosy room which the wife loved the oldy worldy feel of. lovely breakfast overlooking the gardens. Wasn't our 1st choice as everywhere was sold out due to the Edinburgh fringe which we were on our way up to, glad everywhere was full to be honest as we had a walk around all the other hotels and think we got the best deal for a couple of quid extra. Moffat is a great little place and the locals were really helpfull and the Bombay Cuisine is a top Indain restaurant. We will stay here again.

  • Stayed August 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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PaulLawson, Owner at BEST WESTERN Moffat House Hotel, responded to this review, November 7, 2011
Dear Tiptod and Julie
Delighted that you enjoyed your stay and were so taken with our beautiful little town! Hope to see you again soon.
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Bolton England
Contributor
11 reviews 11 reviews
9 hotel reviews
Reviews in 11 cities Reviews in 11 cities
16 helpful votes 16 helpful votes
3 of 5 stars Reviewed October 12, 2011

My wife and I stopped for 1 night and 1 night was long enough. I was hoping for a quality room as indicated on the website. I wrote to the manager with my list of complaints. We paid for a 4 poster room with ensuite and on the plus side the setting is beautiful and great for Moffat. The staff are very attentive and good. the breakfast is faultless.

1/The bedspread was threadbare in places and the bead was hanging loose.
2/The bathroom had a terrible drain smell masked by bleach that could be smelt on the landing.
3/The bathroom was in overall poor condition with old poor quality fixtures and fittings. The tile grouting has been bodged up and smeared everywhere.

I pointed these out these 3 issues in writing, the manager answered the item about the smell denying that there was a smell, basically calling me a liar, he negleted to mention the other 2 items, basically they are in denial that the hotel needs a kick up its backside and some rooms need refurbishing. Knowing a little bout drains being a heating engineer there is a underlying problem with the bath waste, I put the plugs in and covered the overflow with a shower cap. this eased the smell.

I have stopped in some of the best and worst hotels in the world and this place is in the bottom 20% for quality which from experiance is typical of the Best Westerns, shabby with little investment. In the mangers reply he said I should have complained and they would have moved me, I have not come for a break to have a confronation, I have travelled 200 miles and the room should be of good quality to start with. I paid a £138 for bed and breakfast, other chains are offering a good nights sleep promise for significantly less.

I came away very disppointed, rather than relaxed and refreshed.

  • Stayed September 2011, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PaulLawson, Owner at BEST WESTERN Moffat House Hotel, responded to this review, November 2, 2011
Writing a letter to the hotel threatening that if you do not get a refund you will leave a bad review on trip advisor is in my opinion (and that of other hoteliers I have consulted with) a form of blackmail and bullying. We will not give in to this! The worst part of it all is that your review is in the large fabricated. Yes maybe the decor was not to your taste and that I accept but to make up a drain smell purely to achieve personal financial gain at the expense of a hard working, honest and welcoming small business is not acceptable. You brought up this issue with a smell as you were running out of the door of the hotel at which point 4 members of staff including myself immediately and with great concern made our way to the room to discover no smell at all. This issue has never ever been raised before or since in this or any other bedroom. It is so frustrating when this site is abused and even more frustrating when the hotelier has no opportunity to rectify wrongs done against them. Yes we can post a management reply but the headlines have already been read and the damage most probably already done. Mission accomplished by the bully and another mountain to climb for the hotel!
Thank-you to all the sensible consumers who continue to use this fantastic forum for the good of each other by leaving honest reviews. We welcome these and as any reader will see from my previous replies I will act on any issues raised as customer feedback is so important to us as we strive to maintain high standards throughout.
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Glasgow, United Kingdom
1 review
5 of 5 stars Reviewed October 3, 2011

Return to the Moffat House Hotel recently for a surprise birthday party. I have visited this stunning hotel - the best in Moffat by a mile - several times and the place hasn't lost any of its sparkle.

Got married there, have spent Christmas and New Year there and even pop in for lunch now and again when I'm passing. We were lucky enough to get our favourite room (20) when we stayed last month.

The staff can't do enough for you - especially the chap called Michael. The owners - the Lawson family - are always very friendly and keen to ensure their customers are happy and value customer feedback.

The birthday party in the stunning main hall was a great success and everything went like clockwork.

The menu at the restaurant is still fantastic and the rooms are spotless. What more could you ask for in a hotel. A great venue for all occaisions. Looking forward to going back again this Xmas.

  • Stayed September 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PaulLawson, Owner at BEST WESTERN Moffat House Hotel, responded to this review, November 7, 2011
Dear Peter
Was a wonderful pleasure to see you both again and on behalf of Michal, the team and I thank-you for your positive feedback. Look forward to catching up with you at xmas!
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Herefordshire
Top Contributor
166 reviews 166 reviews
34 hotel reviews
Reviews in 58 cities Reviews in 58 cities
63 helpful votes 63 helpful votes
3 of 5 stars Reviewed September 20, 2011

Unfortunately we stayed while the hotel was hosting a wedding and even though they informed us on arrival that there was a wedding in the hotel they didn't inform us that our room was directly above the disco. We had to be up early the next morning to catch a ferry to the Outer Hebrides and could have done without the music vibrating through the room until midnight.
The staff were very friendly and the food and service in the restaurant was good.
The room was clean, but the bathroom was in need of a total refurbishment and the water took ages to warm up.

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  • Stayed April 2011, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PaulLawson, Owner at BEST WESTERN Moffat House Hotel, responded to this review, November 7, 2011
Dear Leintwardine
Thank-you for your recent visit to Moffat House and for your feedback.
We apologise for the noise caused by a Wedding disco on the weekend that you stayed.It is hotel policy that any live music or disco must end at midnight and must be within the accepatable decibel limits. However for guests like yourselves who were looking for an early nght we understand that this can be a real inconvenience. On occasions when our function room is being used we do our best to make sure any hotel guests not attending the event are located in bedrooms at the opposite side of the hotel where no noise can be heard. Sometimes if rooms are booked with late notice this is not possible but we will always let guests know before hand that we have a function on. Noise is very rarely an issue in our hotel as Moffat is a quiet little town an night and even on the rare occasions we have live music on of a Saturday night it seldom affects other guests. A 'wee dram o whisky' and you're none the wiser!
On the point about the bathroom. Whilst even the oldest bathrooms are currently of an acceptable standard, many have been completely refurbished and several more are planned for this winter. As you say rooms are very clean and each has it's own individual character.
Thank-you for complimenting our friendly staff and good food and we hope to welcome you back to Moffat House again in the future.
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Glasgow
1 review
5 of 5 stars Reviewed September 10, 2011

We attended a function at the hotel and decided to stay the night rather than drive back to Glasgow. The function itself was excellent and the quality of the food was way beyond my expectations. The room was nice and had en suite facilities. The hotel location within Moffat is excellent and Moffat itself is a very cute little town to wander around. All in all our stay at the hotel was very enjoyable and good value for money.

  • Stayed August 2011, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PaulLawson, Owner at BEST WESTERN Moffat House Hotel, responded to this review, November 7, 2011
Dear John
Thank-you very much for your comments and we are delighted that you enjoyed the event in our hotel so much. Hopefully we can welcome you back in the future!
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Additional Information about BEST WESTERN Moffat House Hotel

Address: High Street, Moffat DG10 9HL, Scotland
Phone Number:
Location: United Kingdom > Scotland > Dumfries and Galloway > Moffat
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service
Hotel Style:
Ranked #4 of 4 Hotels in Moffat
Price Range (Based on Average Rates): $
Number of rooms: 20
Official Description (provided by the hotel):
The BEST WESTERN Moffat House Hotel is an elegant mansion transformed into a stylish and comfortable retreat for family and friends, set ​in the charming Victorian spa town of Moffat. Built for The Earl of Hopetoun in the 1750s, it has been carefully maintained and modernised to retain all of it's elegance. Proprietors The Lawson family, along with their friendly staff, offer you a very warm welcome. Only 45 minutes from Glasgow, over 1 hour from Edinburgh and 15 minutes' drive from historic Gretna, The Moffat House Hotel is the ideal retreat to help you make the most of your time in the area. Set within private grounds, this stunning Victorian style hotel combines traditional elegance, comfort and a warm welcome. Keep connected from the comfort of your guest room with WiFi. Your room uniquely reflects the character of this traditional building without compromising on modern amenities. Check in to a Deluxe Four Poster guestroom and enjoy extra space, and beautiful views of the Scottish countryside. You can expect a heartfelt welcome, superb facilities. We have beautiful rooms equipped with everything you need for a relaxing break, so make our hotel your home and relax, have fun with or without the kids and enjoy very special grown-up time for yourselves. We are sure it will be a stay to remember. ... more   less 
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Also Known As:
Best Western Moffat Hotel
Moffat Best Western
BEST WESTERN Moffat House Hotel Scotland

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