Arrived about 11.40pm with our 8yr old daughter after our flight was delayed by 2hrs so we were all exhausted. We were collected from the airport by a non-communitive driver and drove to hotel in silence....upon arrival we were greeted and checked into the hotel and the family room we had booked months in advance. We happily dragged all our cases to the room, looking forward to a decent sleep before our 9 am train the next morning. Once we entered the room, there was a strong smell of urine, and upon checking, the toilet had been used and towels lay around, then we looked at the beds (2xdoubles) they had the covers thrown up, but clearly the pillows and sheets had been used!! To our dismay we had to go back to reception, my husband headed there first, my daugter and I following somewhat behind with out cases. We met my husband before we got to reception, he had another room for us - thank goodness! up 3 floors to the next room, we walked in to find it only had 2 x single beds! not a family room at all! My husband phoned reception from the room, the comment he got from the gentleman on the desk was that he thought my husband was on his own! ( hadn't he checked the initial booking?????) we all had to drag the luggage all the way back down to reception AGAIN where we were issued with yet another room (3rd time lucky?) I challanged the member of staff this time, as I had reached the end of my tether - this was really ridiculous - we had all been up since 7am that morning and had been travelling & hanging about airports all day, The member of staff didn't even have the common courtesy to let me speak, he talked over me the whole time, and just saying they were 'fully booked' ? which had nothing to do with the situation in hand. We finally gave up and went to bed, to find we had been put into a smoking room!!! It clearly was stinking of tobacco, my daughter commented about the smell several times before finally crashing out! My husband and I were, quite frankly too exhausted to go back down to reception. The room phone rang at 12.25! this was reception, apologising, saying that they had checked the first room and indeed it had not been cleaned! (did he think we were lying??) And that we would be compensated with free breakfasts - big deal! In the morning we went for our said breakfasts and I can only say I am glad we did not part with £9.50 each per adult and £4.95 per child.
The best experience we had was upon checkout! However the star of the day had to be the mini-bus driver to took us to the train station the next morning, he was lovely, chatty and very helpful! Shame can't be said for the rest of the team. I have worked in customer service for years and found the whole experience extremely dissappointing and would hate to think any of my staff would provide such shoddy service. However I suppose I could use this experience with my staff on how NOT to deal with customers. Needless to say we will not be back.
- Also Known As:
- Bewleys Hotel Manchester
- Airport Bewleys Hotel Manchester
- Official Description (provided by the hotel):
- Bewley's Hotel Manchester Airport is located just minutes from terminals one and three of Manchester Airport. A complimentary shuttle service to both the airport and train stations is also provided for added convenience. Quality and value in warm friendly surroundings is what this stylish hotel is all about. ... more less
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