Brook Hall Hotel

Upon arrival, there was nobody present at the reception desk to welcome us or assist with check-in, which was not an ideal first impression. We eventually found a staff member who helped us check-in. The following morning, we discovered that there was no hot water in our bathroom, meaning we were unable to shower. We attempted to call reception but received no answer. When I went downstairs, there was again nobody at the desk. I rang the bell and called out several times, even looking around the hotel for assistance, but no staff member was available. After waiting at reception, a staff member eventually appeared. I explained the issue, and she initially responded with “okay” before walking away. When she returned, she informed me that there was no maintenance available that day, with no further attempt to offer a solution. I asked whether there was a spare room we could use to access the basic facilities we had paid for, but she replied that the hotel was “full house.” I requested to speak with someone more senior who could help, as the staff member did not appear to be making any genuine effort to resolve the situation. I was disappointed to learn there was no management present, to deal with the issue at the time — only housekeeping staff and a chef. We were finally able to speak with the housekeeping manager, who arranged for us to use another room to shower. We appreciated this support, though it came after considerable stress and delay. As frequent travellers, we were very disappointed with the level of customer service we received and the lack of access to such a fundamental necessity during a hotel stay. We attempted to contact management twice but were told they were available at 12am. Obviously, this isn’t a suitable time of day to be expected to follow up on this issue. Prior to writing this review we wanted to give the hotel an opportunity to resolve the matter however, due to lack of effort from the hotel we’re providing this review.

the staff were brilliant throughout the stay. the room we stayed in was a great size for the 2 of us staying.

there was a few niggles, but this was personal preference rather than anything wrong with the hotel room.

Location

No Xmas dinner

The toiletries provided were lovely and there was plenty of storage space. The member of staff we saw briefly was friendly and helpful. Didn't use the bar or restaurant so can't comment on those. Decent location, close to Cheshire Oaks and Burleydam Garden Centre which is worth a visit.

There was no sign of anyone on arrival and only saw the 1 same member of staff on the evening we arrived. It seemed she was the only one keeping the place afloat. There was no one to be seen the morning after or would have reported the fact the bed was broken and had to use a pillow as a wedge to stop falling out. The room was freezing and the heating didn't work. We did get given a plug in radiator which helped. The phone down to reception didn't work so had to go downstairs to report anything. We'd hoped the chairs would provide somewhere to sit and wind down after a busy day but the design made them particularly uncomfortable. The duvet was well worn and there were huge gaps with no filling. The bath was quite deep so a grab handle would be good for when stepping out of the shower. And just a note that the garland wrapped round the handrail made walking downstairs a bit dicey.

Excellent and comfortable stay for 2 nights Staff are very welcoming and always there to help Would definitely come and stay again

Lovely hotel we were upgraded to s suite with a beautiful four poster bed. Dinner in the restaurant was amazing and staff were friendly and helpful.

We arrived late due to a ferry delay. The chef was ready to sign off as we arrived but stayed on to cook us a meal. The room was excellent and the staff very friendly.

That we had only booked for one night.

This Hotel is in a beautiful location. It is our second stay here and would go again. We had a lovely room on the ground floor which served all our needs. The staff were friendly.

Nothing.

Charming

Room was warm and comfortable nice and quiet, breakfast was great value with huge choice

Nothing

Beautiful and welcoming, we arrived in driving rain after a long journey. Stayed for 2 nights . Welcomed by a lovely lady who gave us cookies baked by the chef- beautiful. We dined there first night mainly due to the weather but enjoyed the food immensely. Good value for money- top class. The room was spacious and very clean. Jacuzzi bath and robes a lovely touch. Absolutely will return

Loved everything apart from the weather which cannot be booked in advance

Friendly and clean. Just a lovely little hidden gem. Would definitely stay again

Nothing

Very nice atmosphere, friendly staff, food was delicious.

The road to the hotel can be a bit rough, recommend bringing an suv or bigger car rather than a sports car.

The building is beautiful at the front and the bar area is lovely, but the bedrooms themselves are really poor.

There is a significant lack of care taken at the property, such as a tin of paint and dust sheets were left out in front of a fire exit through out or stay (never touched) . Broken garden furniture is dumped outside, there were holes in the walls in our bedroom, there was mould in the water jug in our room, one of the lights in our room didn’t work.

Very comfortable stay,

Clean

Nothing

Breakfast was good chef was friendly and chatted

The Hotel was tired and in need of money spent on it. Outside some walls had plaster render coming off. We are not used to having to pay for meals as you go rather than at the end of your stay.

A gem of an hotel, all rooms are unique - from reception to owner to all service staff and wonderful chefs, this is such a fab place to stay. Thank you Helen & team.

Nothing

The fact the hotel offers food and drinks.It wasn’t overly busy. The room was spacious. Easy to find.

This is a large beautiful building that in areas needs a bit of tlc.

Location was fine

Getting into the hotel at night was a nightmare took 20min to open the door supposed to be 24 hours access was not happy doorman very unhappy getting up to let us in he was a joke

Large room, comfortable bed

Reception staff unfriendly

Location was good for our visit Bedroom was clean, light and shower very good. Breakfast was very good and great choices

Building externally very tired. Internally was very dark and reception not very welcoming.

Very clean and comfortable

Breakfast was delicious.

No arrow to reception from car park caused a bit of confusion.

Quiet

Linen delivery vehicle blocking car park in the morning, can I suggest you request it to come after 10am when guests have left

I like the location and surroundings of the hotel.

The check in receptionists, the soft beds, the missing toilet brush, the slow breakfast preparation.

Room wonderful & clean, breakfasts were well presented & hearty. Staff friendly & helpful.

No dislikes at all warm, friendly & well worth the money. Thank you

Lovely gardens, good food,

Lovely old hotel with antique charm . Staff were so friendly , good parking too. booked last minute , literally half an hour before turning up. Cheap deal - bargain price

room was a fine if a little dated. We had noisy neighbours , not the hotels fault.

The staff were all lovely. We got a complimentary biscuit on arrival. The green and purple lights at the entrance at night are so stunning. The room was lovely, we loved the jet bath. Bed was comfy and had the most beautiful mahogany colour headboard. The wallpaper looked freshly done and was so grand looking. Great choices on the colour scheme. Bathroom was looking fresh and clean.

Just a few minor bits here and there. Nothing to fuss about. The bathroom tap was a bit loose. There was a crack on the toilet bowl and little bit of mildew on the white seals. Just normal little things but could be easily fixed or replaced.

This was our second visit and the staff at hotel were friendly as the first time. Our double room was spacious, very clean and had an excellent wifi. The breakfast is good and includes a continental buffet and cooked breakfast options. The grounds of the hotel are lovely. There is a nice farm shop within 5 minutes walking distance from the hotel where we bought fresh fruit from.

Breakfast was fine lots of choice

Sausages