We visited this hotel as part of a hen party and stayed for the weekend. On check in we were told a price cheaper than what we were quoted. I queried this and had them confirm this was the definite price for both nights. On this confirmation we paid, 2 of us by cash and 1 by card. As it was a group booking I checked on all the other rooms, having to sort one who was being charged much less than everyone else as the receptionist (Neil I think) had made a mistake. I was told he was new and Maria (who was great) sorted everything out.
The hotel room was nice, nothing too special, and the included 3 course meal in the on site restaurant was brilliant to be fair. The following morning we had spa treatments which were brilliant also. However having used other hotel stay and spa packages I think it is a far better experience to have your robe and slippers in your room. The girls who did our treatments were excellent!
On the whole the stay was good, the problem came apparent after the stay when the girl who shared the room with the two of us who paid cash, was charged £30 more than quoted on to her card. This left her out of pocket. On investigation we found that they had undercharged the two of us who had paid cash and collected the outstanding balance from the girl paying by card. We spoke to the hotel, to accounts, and to Neil again who accepted that he had undercharged us on arrival.
The girl who had been overcharged had the receipt stating the price and the duration of the stay, 1st to the 3rd which I'm sure would mean 2 nights?! However despite sending this to the accounts department they argued that the price was for one night. We even had a phone call from Neil who admitted the mistake and even offered to call and debt collect from those of us who had underpaid.
I appreciate that we hadn't paid the full amount, however the hotel has not 'officially' accepted responsibility. Or even apologised for their mistake. They could have contacted us and informed us that we hadn't paid the right amount. It has put a bad taste in our mouth after an otherwise good weekend, giving us memories for the wrong reason. You can't tell someone you will collect one amount from the card, and then collect much more without informing them. They put her in a very poor financial position.
Not the service you'd expect from a 4star hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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First of all thank you for your kind feedback with which it appears that apart from the experience with the charging of cards (discussed below) that you really enjoyed yourself.
As with the charging of a guests credit card within a party I'll be honest and say that this is the first time that I've read about a request to split a single room accommodation bill three ways and with it involving both Cash and Credit Card.
I'll investigate further to ensure everything is correct procedure wise but I think to be fair the team don't go out of their way to get bill payments wrong as I'm sure it was a genuine error.
In closing sincerely if you feel that our hotel hasn't apologised already then I'm sorry for that being your perception and I'd like to add a further apology for any inconvenience caused as well as this issue marring what sounded like a memorable occasion for you all.
Paul Bayliss MBE
The Macdonald Manchester Hotel and Spa
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.