Best Western Frodsham Forest Hills Hotel

We stayed 4/7/26 . Everything was fine until the following morning when we went to get breakfast . Before we could eat the fire alarm went off and we had to vacate the premises . We could not see any evidence of smoke or a fire but 2 fire engines turned up . We waited along with over 50 other people for over an hour without any member of staff informing us of what was going on . We were allowed back in and made our way to the restaurant to go and get our breakfast but were abruptly told to get any belongings we’d left in there and the kitchen was closed . It appeared the kitchen must have been on fire . We went to get our stuff and went to the desk to check out . Still no apology as to the inconvenience . I informed the receptionist that we had not had our breakfast . She took our details and gave me an email address to write to to ask for my money back for the lost breakfast . Then went into frodsham for our breakfast . I emailed the next day , and then over the following weeks I rang , my partner rang again and after confirming the email was correct, emailed again . I still have received no correspondence or reimbursement (£36for the breakfast ), and it will be 3 weeks tomorrow since we stayed . I feel we have been treated with total disregard and whilst the fire must have been stressful for the staff , they did not even inform us of what was going on or apologise for the inconvenience . I’m totally disgusted

Room 115. Absolutely disgusting room. Dirty. Ripped carpet. Ripped divan of the bed. Filthy bathroom & covered in rust. No bathroom products but a used soap. Reception staff keep leaving messages for manager. A month of complaining & no response from a manger. £600 for a couple of days break. I think I’d get a better room at a £25 a night hostel. Would never stay here again 👎🏽👎🏽👎🏽

Myself and my mum stayed from 3/07/26 - 5/07/26. The beds were comfy and what breakfast we did have, was really tasty and not greasy.
However, on 5th July, there was a kitchen fire which did not allow guests to have the breakfast that they paid for. Receptionist/staff advised that the guests would need to email the general managers email address (gm@foresthillshotel.com) with the details of our stay and the last 4 digits of the card used to pay, so that a full refund would be provided for the breakfast; so this is £35 for both myself and mum. Since then I have emailed on multiple occasions and not one person has replied nor issued the refund back to me.

I called the mobile number on booking.com today and was advised that take away breakfasts were provided and that in fact no refund was due, and furthermore that this GM was on site; this was all incorrect. There was no general manager on site, nor did breakfast bags get passed out.
As in fact was the person who asked for everyone to remove themselves, off the car park to allow for the fire engines to arrive!!!! It was an absolute shambles as guests were scattered everywhere and not at the fire assembly points. If this general manager was on site until the fire engines had left, as he said he was today, then the fire evacuation plan would have been followed to the letter, with the roll calling a lot earlier than when it was.
There were only two members of staff (Alex and Connor), who worked tiresomely to get us all out safely, with as little resource that they had. Connor was running around getting everybody out, whilst Amy was trying to resolve customer's who kept trying to re-enter! Connor also was the one who took the roll calling of each room, as the fire brigade were leaving, which ideally should have been BEFORE in the event of the fire being in rooms!

I understand that the kitchen is now going to cost to replace, by said general managers, however customers on the day, should not have been advised that they would be reimbursed the full breakfast cost.

I am still awaiting a response from the general managers via email on the back of my complaint.

We came for a weekend stay, on arrival unfortunately first impressions weren’t great, the receptionist was miserable, didn’t smile and generally looked like she didn’t want to be there, we had booked a twin room and triple room, (which stated 3 single beds on the booking form) we arrived in the rooms to find a double and single bed in the triple room, on asking at reception again re 3 single beds the response was we don’t have rooms with 3 single beds, the hotel is full anyway, however a fold out bed was arranged to be put in the room!! The rooms were warm but there was a fan in the wardrobe, the bathroom in the double room was very dated ( a pink bathroom suite) and despite outside temperatures of 30 + degrees the towel rail was on full!! There was no toilet roll holder in bathroom in triple room the toilet roll on a shelf behind the toilet! The pool area was ok although steam room not working!
We ate in the restaurant, service was very slow, it took 20 mins to order a drink and then saw them sitting on the bar for another 5/ 10 mins, again the staff appeared fed up, we weren’t offered the sweet menu, when we asked about tea/coffee we were told only an Americano was available or a coffee machine by swimming pool, we decided we would go back to the rooms but needed more tea bags, we asked at reception but the response astounded us as they said they had run out of tea bags and were waiting for an Amazon delivery the next day!!!
Overall the hotel had a 1/2 shut down feel to it, with fed up staff, we were led to believe the hotel has recently been taken over, maybe staff are adjusting to change of ownership but this should not impact the guests!!

An absolute nightmare of a stay, riddled with issues throughout - in the middle of a heatwave.

Myself and many members of my family stayed at this hotel on Friday 26th June for a wedding.

We paid £90 for the night along with early check in at £25.

We checked into 202, got changed and left. When we arrived back to the room after a long wedding day in the 34 degree heat wave, we came back to a room with a non working fan and the bathroom heating on full blast due to a snapped valve! Maintainence came and confirmed they cannot do anything with it until the morning so we were moved to 207.

We got to 207 where again, the bathroom heating on, not as hot but still not acceptable in the heatwave. We put the fan on and opened the windows, where the extremely strong smell of cannabis flooded the room and caused extremely painful headaches for my partner which continued through to the next day.

Breakfast was also extremely poor, with weak tea, dirty cups and undercooked sausage which made myself ill upon arrival home.

We emailed the general manager on June 29th, and never got a response. After calling and speaking to the hotel, they advised this is standard and even they don’t get a response.

We stayed in a family room and it was dated dirty and requires a complete update and a deep clean, very dusty and even holes in the carpets with very dusty public areas.
On the other hand the food was great although we had an extended wait for the food to arrive.
The bar was poorly stocked with no ales and running out of premium larger.
Reception staff where great bar staff where a little flipant.

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.

Friendly staff and lovely restaurant

Nice location with large size double room and tv. Smart tv with ability to stream from your devices would have been a nice touch but hence not in my room