Oh Forest Hills I am so disappointed. Some of my first ever memories are of having fun here as a child. Which is why I was so looking forward to staying here and using the pool facilities etc. Unfortunately we didn’t get far. The grounds of the resort are, as so many users have mentioned, just beautiful. I’ve had lunch in the lounge area a few times and it’s been lovely, staff have been friendly and nice food with outstanding views. Moving on to our recent booking. I emailed about a week in advance to ask about booking the restaurant as the website didn’t let me and also to confirm we had a cot for our baby. Nobody ever got back to me. Why not? I received a telephone call after 9.30 pm one night later on in the week preceding our stay. No message was left and no attempt to phone again. I only figured out it was the hotel as the location showed on my phone as “Callendar”. So the next day I phoned back and was informed unapologetically that “we’ve been having issues with our website recently”. I asked to confirm that we had a cot and was told with a slight attitude “yes we saw the age of the child in your booking”. Upon arriving at the room we found out there was no mattress in the cot. We checked this with the housekeeping staff who informed us that the hotel didn’t provide mattresses for cots. This wasn’t something we were expecting as we have stayed in 2 hotels since having our son and both provided mattresses without question. If it’s the hotel’s policy not to provide mattresses that’s fine, but why didn’t anyone confirm this either by replying to my email or during that telephone call when I asked if there would be a cot? A young man from housekeeping delivered the happy news that there would be no mattress, again with an attitude, please train him he doesn’t have a clue what he’s on about. Your staff just don’t seem to care. I did however receive a plethora of emails beforehand trying to get me to upgrade which just clogged up my inbox so thanks. The other issue was that the lift wasn’t working. From the reviews I’ve read it looks as though this may have been out of order since some time in March? What on earth are you doing not getting that fixed? We had to haul the pushchair up some stairs for our very brief visit! Not a member of staff in sight aside from the disinterested plainclothes housekeeping staff, who were too busy swearing to each other about their personal lives to even acknowledge our presence (it’s really not a good look, please sort it out). The lady at receptionist was civil but not that friendly and didn’t look up at us until she was ready when we were trying to check in (which was a bad first impression). So when my husband went to ask for a refund (which you provided without argument , thank you) the same person ignored him in the queue and he could see quite clearly that she was on WhatsApp lol. Come on now. Would you be happy with this if that was you trying to get your money back? To top it off the manager was
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