We stayed here- as many people did- the weekend of the Coldplay concert, and were very disappointed with the lack of information provided regarding the "planned power cut". There was no advanced warning given prior to arrival, and the only information was a letter in the room once we'd checked in. The young man on reception told us there was a high number of people stopping in the hotel and going to the concert... so why when everyone would be returning after midnight, they felt the time to do the work would be best between 12 and 2am was frustrating.
We had booked this well in advance, and were very disappointed with the whole experience. We spent some time in Cloud Bar, which was average. We were there early evening, when the natural light was showing up how tired everything is looking (tables, carpet, stains on the walls).
The plus side to all of this was that all the staff we encountered were fantastic, and none of the above was within their control, so we didn't complain at the time. I will not be returning to the Hilton in a rush and have stayed in a number of Manchester hotels/ apartments which would be much further up on my list of places to stay in the future.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
28 June 2012
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Thank you for completing this review following your stay with us.
I empathise with your disappointment upon your return to the hotel following which I understand a much anticipated and enjoyable concert at the Etihad stadium. I sincerely regret that your stay was marred as a result.
The hotel was undertaking an essential power shut-down to facilitate the transfer of a new electricity transformer. I acknowledge not ideal in terms of its timings but I would appeal of it’s critical installation within this period. Internal notices were visible throughout all the hotel’s public areas as was a letter in all guestrooms advising of our programmed intent that evening.
I and a number of my senior management colleagues’ were in attendance on the evening of your stay and confirm that the Podium Bar was made available for all concert guests’ return of which a large number availed of. Due to the number of guests’ that returned we deferred the shut-down of the lifts until 00h15 to allow guests’ to utilise and return to their guestrooms. I acknowledge that after this time, those guests’ who wished to return to their rooms had to use the emergency stairwell of which a number of colleagues’ were in attendance to co-ordinate. We subsequently returned full power at 01h10, some 50-minutes before our communications had suggested.
Again we sincerely apologise for the unavoidable electricity shut-down, however I can assure you that no guest correspondence has gone unanswered.
I am sorry that Cloud 23 was not as you had expected and the Bar Manager has been made aware of your feedback and he has shared this with his team. I am pleased to confirm that we are currently finalising a refurbishment to the 23 floor of the hotel which will bring new and exciting things to the hotel.
I am delighted that you found our team members to be excellent.
I do hope that you have a change of heart and stay with us again in the future when you can truly experience us at our best.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC