Best Western Plus Moat House Reading — Hotel in Great Britain

This is a Best Western PLUS. We arrived around 8pm exhausted and ready for food and a shower. We pre booked an executive suite with walk in Shower only to be informed it was on the far side of the building on the 3rd floor and the lifts were not working. So the very kind and apologetic lady on reception upgraded us to a different room on floor one just above the restaurant. While she did that as apparently the system was not working correctly and it had to be done manually we headed to the bar for a drink which was sadly very under stocked with only 2 beer pumps functioning out of 6 and a lot of spirits and mixers unavailable. We asked the barman if the restaurant was open and we're told no but we could walk round the hotel to the very nice pub next door where we could get food. When we asked if he at least had some crisps behind the bar he said sadly no. He was lovely and as accommodating as he could be given he had very little to work with.

The gents toilets in the bar area were also out of action.

The hotel appeared clean and all the staff were friendly and polite. Our room was a nice size but our shower turned out to be an attachment in a big bath tub. After running the bath for twenty minutes I managed to fill it with an inch of luke warm water and didn't get much joy from the shower head the water pressure just did not exist (we flushed the toilet 7 times to have the same single sheet of tissue still floating in the bowl!) There was also a large crack in the bathroom sink and a broken floor tile in front of the toilet, with sharp bits of grouting stabbing into your feet when you went in or out. We did let reception know this as we left and she said it was because she upgraded the room because we were tired and wanted a shower.

Breakfast is not included but available for about £16 per person and starts at 6.30am my partner went down at 7 and said he had to asked for bacon and eggs which came out separately one as he finished his other food then the bacon arrived after he'd had his eggs.

It's obvious the hotel is having works done to bring it upto date as there were piles of rubbish outside and maybe they should consider closing until they at least complete the main kitchen and a wing of suites as this was not the 'plus' experience we...

Oh dear, oh dear. points:

1. The bed was comfortable
2. The bathroom was clean and the shower worked.
3. There's a Premier Inn adjacent to M4 J11 if you decide you need to go elsewhere.
4. It was cheaper than the Premier Inn.

-ve points:

1. The car park is a long walk from the hotel entrance, over an unlit wooden bridge - if you can find the bridge that is, because there aren't actually any paths to the bridge that don't involve tramping across muddy grass. If you find the ramp, and manage to extract your wheelie luggage or baby buggy from the mud, you will then find that you have to lug them down a flight of steps at the far end.
2. The lights in the car park were strobing, making it near impossible to find the way to the bridge entrance anyway.
3. Having navigated the bridge, you then have to haul your cases or buggy up another flight of steps to get into the hotel.
4. Being addressed as "Mate" by the receptionist was a bit disconcerting though it did mentally prepare us for what was to come.
5. Our room was on the 3rd floor. The lift was out of order. We weren't warned and weren't offered assistance with our luggage.
6. The bedroom doors looked like they'd been removed from a derelict building.
7. The room had a strong smell of air freshener. We didn't want to know why.
8. There was an unpleasant looking smear on the wall next to the bed.
9. The bathroom door was badly hung and the veneer was being pulled off where it fouled the frame. Opening the door produced a loud click as the veneer dropped back into place.
10. The morning revealed grounds that resembled a partially cleared bomb site.
11. The location is equidistant from junctions 10 and 11 on the M4, adding at least 15 minutes to your journey.

Apart from all that, we did at...

Absolutely abhorrent. The hotel is dated in terms of decoration, furnishings and attitude of staff. Our weekend away for a close friends wedding was ruined by our stay here. All of the rooms were boiling hot, the radiators were off but the piping around the room was hot and therefore outputting heat continually. The air conditioning did not work. Upon arrival we noticed one part of the car park had some mild flooding, we asked if we needed to park somewhere else but we were told it was fine and to leave our registration and phone number. On Saturday morning the flooding was significantly worse, I again asked what we should do and was told the hotel staff were working on a solution to reduce the water the car park and I’d be informed if we needed to move. We attended the wedding and upon return found significant flooding outside of the hotel, the staff shrugged it off and told us we could move our car, however at this point none of us could legally drive as we’d be at a wedding reception. In the morning the flooding was even worse and our car was completely stranded. I requested assistance and notified the staff I was registered with a disability. I was met with complete distain and basically told it was our fault for not parking elsewhere, even though the hotel as responsible for informing guests of any issues with the facilities. The flooding so bad when leaving that my husband had to wear bin bags around his legs to access his car. His car had filled with water on one side and caused damage to the interior. I requested the hotel refund us for part of our stay, they refused and said I must lodge a formal complaint.

The hotel and staff are absolutely terrible, I would recommend anyone to completely...