Forest House Hotel

Stayed here for a concert at the spurs stadium. Terri the manager/owner was wonderful and her customers service skills are outstanding. The room was everything we could have wished for and more, clean, cool and the bed was like sleeping on a cloud- so much so we’ve taken pictures of the mattress to buy one for home. Great price, great room and great service! 45 min walk to the stadium

a month ago · via Google

Unfortunately, after paying £237 for a room through Booking.com, my friend and I returned from a gig late in the evening (after originally checking in around 6pm on 27th June) to discover the mattress was infested with bed bugs. After this, we informed a staff member, who told us there were no other rooms available and that a refund could not be processed there and then. I then spoke to Nick on the phone, who agreed that a refund was required. However, I did not hear any clear or genuine apology (e.g. “sorry” or “we apologise”). Forest House Hotel have since said they did apologise and that I “completely misinterpreted” what was said. Nick also mentioned that the mattress had “just been replaced” and that we were the first to use it. To me, this came across as implying we had somehow brought the issue with us, which given the clear presence of bed bugs at multiple stages of their lifecycle (from newly hatched to fully grown) - was utterly ridiculous. This also raises concerns that the hotel may have already been aware of an issue and attempted to resolve it by simply replacing the mattress, rather than arranging proper professional treatment. I have since been told they were shocked by the discovery, but at the time the only people who appeared genuinely shocked were me and my friend. I’ll admit that at this point I was extremely unhappy and did use some colourful language on the phone, particularly when it became clear that my friend and I would effectively be left walking the streets of London at 2am on a Saturday night, relying on a verbal promise of a refund. I think most people would struggle to stay calm in that situation, and I do apologise for that. That said, the blasé response from both the on-site staff and Nick on the phone meant my patience was already at a minimum. As a result of this experience, we had to spend our Sunday washing and freezing our clothes to avoid bringing bed bugs back into our homes. Both of us have thrown our bags out, which of course we won’t get compensation for. Since raising the issue, the hotel has now apologised properly and confirmed that a refund is being issued. They have also said they informed other guests and arranged pest control, which I do appreciate. However, I have since been contacted regarding the refund and, because I booked through Booking.com, I am not being refunded the full amount I paid. While I understand this may not be directly the hotel’s fault, it caps off what has been a truly horrific experience. Ultimately, the handling of the situation - particularly the initial response and the apparent lack of urgency around a bed bug infestation - is very concerning.

a month ago · via Google

Nicely decorated rooms, well kept and clean. The fans in the room were very helpful. Friendly reception staff and good value, definitely recommend!

a month ago · via Google

Came here for a concert at the Tottenham Stadium. Had an amazing stay! The staff are really accomodating and the rooms are clean.

a month ago · via Google