We booked the 'Concert Package' which included evening meal, internet access, king size room, water and snacks for after the concert, breakfast and late check out (2pm) - £165.00 which was excellent value for money.
This is a very good hotel with excellent staff and so this review does not reflect on the staff but on the management and communication.
We arrived for check in and found there to be a very long queue with only 2 staff on reception - after about 10 minutes a third member of staff appeared which helped speed up the check in process.
I gave in my booking reference which indicated that we had booked the 'Concert Package'. The receptionist took me through the 'you've booked with us for 1 night, included in this is your evening meal.......etc, etc' and was then advised at the end that check out was at 12 mid-day. I pointed out that this was a concert package, the receptionist referred this to her manager who confirmed the check out time to be 2pm, this then had to be changed manually on the system.
I asked to book our table for the evening meal and was advised to book directly at the restaurant, which I tried to do but was told that they were fully booked. Again I pointed out that we had booked a concert package and again I was referred to a manager as the waitress still insisted that the restaurant was fully booked. The manager I spoke to apologised and assured me that a table had been reserved for us, but the restaurant was fully booked if guests were not on the concert package.
In the room I tried to access the internet but was directed to a 'how do you wish to pay' page. A call to the front desk advised that I would have to charge it to the room and then this cost would be deducted from the final check out costs - internet access from this point on was intermittant at best so I ended up using my 3G phone instead.
The room itself was large, clean, modern and contemporary with a very comfy king sized bed, but no drawers or enclosed wardrobe - so keep your 'smalls' in your suitcase!!
The bathroom was large and had a fantastic walk in shower, and it had an air of quality about it - unfortunately the toilet seat was loose and the shower riser was loose as well. I know these little niggles didn't stop us using the toilet and shower but considering the quality of the rest of the room/bathroom they did detract from the overall quality.
The food was top class, a real 10 out of 10 for the evening meal and the breakfast. Both were buffet style so you could go up for second helpings if you wished to do so!! Too good to be true?! I'll say it again, the food was outstanding, however there didn't appear to be enough staff to deal with demand so if you wanted to order a glass of wine with your meal or even asked for milk to go with your tea you had a good wait.
We tried to have a drink in the bar after the concert but it was so busy that you had to queue 3/4 deep at the bar, and there only appeared to be 1 or 2 bar staff. We waited for 20 minutes before deciding we didn't want a drink to finish the evening anyway!! My advice would be to walk to one of the local bars outside the hotel if you want to finish the evening with a nightcap.......
In summary : this is a very nice hotel with excellent staff and facilities and I would definitely stay there again if we were going to another concert at the MEN arena (2 minute walk). I do feel that the communication could have been better at check in and that the full list of benefits included in the package should have been made available to the receptionists booking guests in to avoid any ambiguity. More staff are needed to cover demand over the meal times and in the bar in the evenings.
How would I describe this hotel?? As a nice new BMW with a brake light missing - good quality and good value for money but with a few glitches.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.