Best Western Frodsham Forest Hills Hotel

Arrived to a strange ‘welcome’ from Bryan who clearly wasn’t a fan of Best Western. A transformation is on the cards as it’s now privately run and boy does it need it! In short, sink was moveable, toilet flush wasn’t great, room was oppressively warm with a fan that was useless so air con would be my first investment. Then, on the second day we returned and could not get in the room. Apparently the batteries had gone so we waited for someone who couldn’t, in the end, find the right screwdriver so we couldn’t leave and not get back in again. Yes, this is all true! To add final insult, we accidentally left a phone charger in the room on departure. As a gesture of goodwill and the fact we’d had this inconvenience I asked for a £6 demand to be set aside. They weren’t having any of it! New owners - note, Best Western - note. When improvements are made add customer care training ti the list. Never returning and have said keep the charger.

I would avoid this place the way they’ve treated staff and paying members. Our children were doing swimming lessons, Forest Hill’s got pushy and was pushing payments 2 weeks before the end of last term in preparation for the upcoming term. We paid as we did plan to continue the lessons until the first week of the swimming term arrived and we received an abrupt message stating there will be no swimming lessons this term as they are changing to group lessons from June. No explanation no apology just lessons canceled. We are still awaiting a refund no communication regarding this. When we have called they say they will call back then don’t. You email it gets ignored. This has happened to around 100 swimmers ! If you’re after good customer service don’t go here because you won’t find it. I find this incredibly rude and feel the owner needs to address his people skills.

We recently stayed here to attend a wedding locally, having booked a twin and a double room. Prior to the stay we contacted the hotel to see if we could check in early in order to get changed - having travelled to the hotel from York. We were informed that this was not possible other than paying a surcharge to access a room at 1pm for £25.00(we needed to leave the hotel at 12.45 to attend the wedding). The only alternative offered was to change in the leisure club toilets. Needless to say we travelled in our outfits. We arrived at the hotel at 11.30 am and waited in the foyer for our pre arranged taxi. The toilets in the foyer area were grim. The ladies and the gents both smelled and were not cleaned. We were unable to book in until we returned from the wedding at 11pm. At this point we were given our rooms. Our daughter's room was one of the accessible rooms (although not required) and when we entered we found the main light switch to be ineffective - no lights came on and the room remained in darkness - pitch black. We returned to reception and waited for the member of staff to return, and asked if this could be checked. He accompanied us to the room and found the light switch was inoperable. He then informed us that there were no lights in the ceiling and the switch was not connected. The only lighting available was in the bathroom or the small bedside lamps. On arrival at our own double room (room 99) we were met with the constant hum of what we presumed to be a heating system or generator. This noise continued all night and prevented us from sleeping but we decided not to raise the issue at such a late hour. Opening the window revealed a view of the brick wall, and more noise was evident. After a sleepless night we went for breakfast. Despite the surly "find yourself a table" from the breakfast lead, we enjoyed a great breakfast - the only element we would recommend. On checking out we raised our concerns with the receptionist who explained she could not respond but rang her manager... who it transpired could also not respond. We were given the email address of the General Management team so that we could email and were advised that our concerns would be responded to the following day. On return home I emailed the General Management team using the email address provided. I received no response at all to the concerns raised. A week later I phoned the hotel to speak to the General Management team. They were not available. The receptionist advised that I could email her (she provided the reception email address) and that she would make sure the team viewed the email that day. I have still received no response at all. In summary, we wouldn't recommend staying here. It really isn't worth the money and there are other hotels in the area. The management response has been atrocious and merely demonstrates how not to treat guests with legitimate concerns. The bacon was lovely.

Great to stay. Very nice Starf and food. Had nice chats with the Bar Man and other Starf.

We arrived late in the evening and the welcome was a little underwhelming (must have been a long day). The only slight issues with the room were a downlighter hanging from the ceiling and the plug not sealing the bath properly, so we were time limited in the bath before all the water escaped! These were minor issues and not deemed worthy of reporting. Room cleanliness and comfort was very good and slept well. Day 1 breakfast was a bit of a let down, in as much as mugs supplied were all dirty and when we selected plates for the buffet, the first 6 were also dirty. The staff on that day were behaving like school kids and clearly waiting to go home! I did mention the cleanliness as I left. Breakfast day 2 was like we'd walked into a different restaurant. Much more professional and clean cups! Our final advice we gave them on food (we both work in catering) was that they didn’t have any clear allergy information displayed for breakfast. As it is a buffet there are no menus and we were not asked about allergies. During our stay, I managed to lose my room key. I was anticipating an ordeal over it, but quite the opposite. We were assisted by a very friendly gentleman on reception. Also on checkout we were greeted in a very warm welcoming manor. Would have been nice to have had that on arrival! All in all. A good stay. Nothing in life is perfect and despite those few issues, we would happily stay there again.

We joined the swimming classes and paid for membership. Two days later we were told it was being taken over by new owners so no swimming classes, no refund and loss of staff. Likely to be going into Administration so bare in mind when booking direct or taking out memberships.

I have been a member of Forest Hills Leisure club for over 10 years now. I use the pool virtually daily and Paul, the Fitness on the hill manager and his team do a great job maintaining it. It is clean, clear and the temperature is ideal. I also go to several of the classes and all the instructors are really good and friendly. So is the staff throughout the hotel and gym. i have been going to the odd do and the restaurant, the food was excellent i know some people are complaining about the need to upgrade but refurbishment seems to be on going. Also there is a great community vibe there, people are really friendly and you don't find this in every leisure structure.

Went for a light lunch at the newly refurbished Forest Hills Hotel. Menu was simple but enough choices. Food was lovely and very fresh and good value. Restaurant and hotel have been recently refurbished and it looks lovely. Having been in before it's a great improvement Weather was dismal but it's still a great view from the Restaurant Highly recommend a visit to the Grill On the Hill Will definitely go again

Little touches make all the difference! I made a mistake in my booking, and was panicking. No worries, Stephanie to the rescue - nothing was too much for her! On arrival, check in was smooth, I mentioned that I was leaving early - once again, another touch - a sandwich and some refreshments were ready for my departure at 4.45am, duly provided by Morgan, the Night Porter. I even got a Shamrock on my Guinness! Thanks very much for the great service throughout, will definitely return and recommend to others.