Booked this hotel and paid £55 for a double room with wine and breakfast included which was ideal. We arrived around 9pm, had the wine (well, less than half of it as it was terribly cheap) and went to bed ready for the early flight the next morning.
The room was ok. Shabby. Served its purpose. Breakfast terribly poor. Included in the price, but would have been annoyed if we had paid for it.
Upon arriving at the airport the next morning I realised that I had left my £200 Armani jacked in the room. I rang the hotel immediately and they informed me that it was with House Keeping and that I could collect it on my return to the UK.
I forgot to collect my jacket (long haul flight.....) and rang the hotel to ask for it to be posted. The manager took my number (he wasn't actually the manager, more details alter) and address and assured me that it would be posted out.
A few weeks went by and my jacket had't arrived so I rang again. Again i spoke to the manager and he said he had passed my details onto House keeping and it was their fault for not posting the jacket. Again he said he would post out the jacket.
A few more days passed and still my coat hadn't arrived. On my way back from the coast I was passing the hotel so called for my coat. The man who I had been dealing with in my previous telephone calls was on reception. He told me that he wasn't acually the manager, but the night manager.
He said that he couldn't get my coat as he didn't have access the House Keeping area.... only House Keeping did. I found this strange. He told me that it was my own fault for leaving my jacket and I would have to come back before 3pm. Out of the question! The hotel is a long way away, hence the need to stay there before our flight!
I wrote a letter addressed to the Hotel general manager at this point and asked the night manager to sign it. I addressed it private and confidential.
I am still awaiting my jacket.
Terrible customer service, I'm sure you will agree.
- Official Description (provided by the hotel):
- Perfect for leisure and business travellers alike, The Britannia Manchester Airport Hotel is a modern hotel situated only 3 miles from Manchester Airport with a shuttle bus in operation 24 hours a day. ... more less
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- Also Known As:
- Britannia Airport Hotel, South Manchester Hotel Manchester