It's fairly evident the type of clientele this Hilton is aimed at... it's all about the brand and image - and yes, you walk in to gleaming floors, shiny chrome and 'celebrity spotters' standing outside.
The reality is... the service is terrible. We arrived, the lobby was quiet and the staff were talking amongst themselves and ignored us initially as we arrived to check in. Not a great first impression. Cloud 23 is over rated, and not worth the hype. You walk in and immediately get a sense that the customer should somehow feel grateful to be there! I used to live in the centre of manchester, so maybe that's why it didn't blow me away - and objectively the view is great - but somehow this bar has managed to create the atmosphere of a tourist tat shop! We waited so long for our drinks to arrive, i actually ordered my second one straight away.
Restaurant food is 'ok' -My main course was actually wrong... I was then charged a higher price on the bill for their error! The setting has the ambiance of a corporate conference centre and you also feel like you are sat in an Ikea showroom. Breakfast not great... over cooked eggs, inedible sausages that had clearly been under a heat lamp for ages - you get the picture! Service not great - hovered around the desk for ages before being seated despite it not being over busy.
Room was ok, fairly small. Nicely decorated in that very 'generic' contemporary style - somewhat lacking in personality but certainly not offensive.
I opened the tall cupboard containing the safe, to be greeted by a previous guests half eaten crisps and a number of biscuits.. some in the packet and some half eaten. lovely!
Removed them and handed to reception - credit to the duty manager, we awoke in the morning to a letter under the door asking for us to call so they can investigate. That said, the tone was more about how they will reprimand the cleaner, rather than how to put things right for the customer. This sums up the Hilton for me - it's not really about the customer as they will always get the business because of the location, brand and hype around the building itself. My view was confirmed on check out - i wasn't expecting any compensation off the bill and didn't ask for any. However, i was somewhat aghast at the remedy offered for the partially eaten food incident.... "a free upgrade next time we stay there"
Strangely, I don't think it occurred to them that we would not be back, which says it all really!
We politely declined.
- Also Known As:
- Hilton Manchester Deansgate Hotel
- Hilton Manchester Deansgate Hotel Manchester
- Hilton Manchester
- Hilton International Manchester
- Manchester Hilton
- Hilton Deansgate
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