BEST WESTERN FRENSHAM POND

Lunch Went to the restaurant for lunch with family. Excellent table with views across the ponds and all the staff were attentive and polite. Having stayed before I was looking forward to the Scallop starter but it wasn’t on the menu nor was the trout. So I had the prawn styled cocktail which came on a plate which was very dry and unappetising so I wouldn’t recommend. Sadly when my main Thai Chicken curry came it was nothing like the dish I had eaten there many times before so I was out of luck. Both my dining companions were delighted with their choices both having the salmon as a main plus other courses. The French wine I had was very nice and our overall experience was good.

Think again about booking I was advised to drop you an email by the member of staff on reception - this was due to the disgusting smell in room 9 but I also want to point out a number of unsatisfactory points in our stay & members of staff. I have had No reply from the front of house manager. I booked and paid for x2 rooms in advance last year. This was booked in my name I received a phone call from a member of the team on evening of the 3rd August (again in my name) - advising looking forward to use staying & if there was anything they could do to make our stay special. We didnt need anything, he also checked of I needed a reservation for evening meal - & checked that I had booked for 6 people at 7.30 on the 4th. Evening confirming back the dietary requirements. When we arrived on the 4th after a 5.5hour journey - the receptionist informed me no rooms in my name??? So why did I get a phone call the day prior. I checked if it was in the name of the 2nd person for the 2nd room (it was)?? Next came I needed to pay £449...as stated I had paid a year ago. Thankfully I had the receipt confirming. Also why is it £100 difference to what I paid? We were giving our room keys & off we went...Room number 9, the smell as soon as you open the door - mould, feaces & hairspray. Awful marks all over the back wall by the bed (photos) we opened the window to try get the smell out but the bedding also smelled awful. I have been to many hotels around the world - never have I had to ask to be moved. We couldnt stand it in there anylonger. The same receptionist offered to move, but informed me to contact you. Thankfully the room was alot better. When going back to get my bags - the smell hits you in the face. The other room that my 2nd guest stayed in - that also smelt of mould, stains all over the cushions, trip hazard mat by the door - all frayed. Again see photos. When we went to dinner - another couple also faced the same...oh you havent paid, again they had to confirm receipt...is this a con to get more money on tired travellers. Next was the evening meal - the food was ok But the glasses were disgusting - dirty - see photos Oh & a rat appeared. Now the staff in the restaurant - We cant fault them - lovely, very attentive - they were their the next morning aswell. The 2nd day - our card for the door was declined - at midnight this is not something we want to or expect to have to wander back to reception. No the cards were not next to a mobile phone as it was in my partners wallet & the 2nd guest dont have an iphone/android. A friend of ours were staying & they had to change rooms at 3am due to a scratching sound in the air con (it wasnt switched on)...another rat? Next issue was checking out. My 2nd guest was asking if they could leave the key in the slot on the door rather than walking all the way back over to reception. This was ok but she was rudely informed they needed to pay?? I followed shortly after to check out & was informed of the same, again same can I see the receipt (why wasnt this confirmed on our booking on the first day)? Why again - & also I had other relatives in reception, this was embarrassing. I asked why is the amount different - £449 I couldnt get an answer - i have never had any issues like this with booking hotel's. Another problem to make you aware of the steps (near the horses) these are broken/coming away & clearly a H&S trip/fall hazard - no signage. Not it 1 step, but multiple broken & un even tiles that could cause someone to fall/injure themselves. The problems from arriving are not what to expect from a 4 star hotel.

A bit hit and miss! The location is idyllic and quiet. All of the staff we met were helpful and charming. Our room (Garden) was spotless and well equipped, with the exception of the pillows which were hard and lumpy. The decor throughout is very dated, and some maintenance is required, particularly in the grounds. The cream tea was delicious and well presented. The Watermark Restaurant was a let down. The food was very disappointing, both in content and presentation. The service is also very rushed, which other diners remarked on. In retrospect the bar menu would have perhaps been preferable.

Rat infested, shabby, smelly and rude staff I booked a two night stay including breakfast and dinner for three people. Costing almost £800 After an extremely disappointing arrival day and evening we felt we had to leave the hotel. On arrival we wanted to sit in the garden terrace area facing the pond, with two disabled guests we had to take a wheelchair and mobility scooter onto the road to reach this area. Once arrived I went to order drinks from the bar, to be told I must order food to sit on the terrace, I explained we were hotel guests but was told again I still needed to order food. I further explained that we were booked in for dinner and just wanted drinks at that time. Eventually I carried the drinks out. The barman looked very dishevelled and scruffy with a badly stained shirt that half tucked in and half hanging out. When we went to our rooms they had a terrible damp smell, with room 18 dripping water from the air conditioning unit on the guests head! There was also a foul smell like blocked drains outside of the reception area. To reach the dining room, because there is no access for those with mobility issues we were taken through a very shabby corridor, which looked like to trades entrance, this was not easy to navigate a wheelchair nor a mobility scooter. During dinner we saw a large rat scurrying around the tables outside, this completely turned us off of eating anything further from the restaurant, we therefore refused to order any desserts. The two Chicken Thai Curry meals we ordered were obviously microwaved, due to some of the meal being hot and other parts just warmed, very disappointing and nothing like the images of the food on their website. On returning to our rooms we then saw another rat on the grass area outside of our rooms. I asked to see the Pest Control records and noted that there had not been visit from pest control since June, and throughout the visits no treatments had been made to rid the grounds of rats. This break was planned as my sister has terminal cancer, this was our last opportunity to spend time together with our friend. We had planned on visiting the Spa too, however due to the above concerns we decided we had to leave the following morning. After raising these concerns with staff and management we never received any apology for these concerns. We do not feel Frensham Pond is anywhere near 4Star and certainly not worth the high prices charged. Had our stay been pleasant and enjoyable we would be happy to pay the price charged.

Parking Grumbles A pleasant lunch from the bar menu although the oil used for the chips didn't seem particularly fresh. Hotel clean but feel I must comment on the Parking Eye setup which seems intimidating and gives no clue outside that if you are a customer the car parking is free. I nearly paid a fee and then thought I'd just check inside and indeed I could register my car as I was a customer. All the signs and cameras made it feel like an inner city carpark rather than the friendly Frensham Pond Hotel I have known for many years. Indeed I later spoke to a friend who said his elderly parents had been very confused by the new setup and had paid a fee despite being restaurant customers. Pretty poor IMO.