I would like to begin this review by saying I have no beef about the hotel itself - after all, I haven't actually stayed there; I only wish I could have. My review relates more to the management of the hotel, particularly Mr Paul Winstanley, although I do accept he may be nothing more than someone in the wrong place at the wrong time.
Quite recently, my daughter was admitted to Manchester Royal Infirmary, suddenly, for proposed heart surgery. We were advised that it would be wise to come to Manchester (we live in Nottingham), and booked a room at this hotel as it was within easy striking distance of MRI. Later the same day, as a consequence of a deterioration in the situation, the procedure was brought forward, and we were summoned to the hospital. I rang the hotel immediately, and advised the position, and that we would no longer require the room. I offered to pay any out of pocket expenses, or an administration fee. I was advised by a very helpful lady that that would not be necessary, and that due to the extreme circumstances giving rise to the cancellation it would not be necessary to pay for the room. Great service - or so I thought!!
Several days later, when checking my bank statement, I was amazed, and shocked to discover that the hotel had taken the full room cost, without any further reference to myself from the hotel. Having emailed the hotel, thinking this was an oversight on their part, I was advised by Mr Winstanley, that regardless of circumstances, this was their company policy, and that the advice given to us by the receptionist was incorrect as she was "quite new and not familiar with company policy". Mr Winstanley suggested we take the matter further, if required with Bookings.com, despite the fact that the full cost was taken directly by the hotel.
When I suggested that the receptionists shortcomings were the hotels problem, not mine, and further suggesting that the company might, on purely compassionate grounds, exercise a little flexibility to company policy in such extreme circumstances, Mr Winstanley chose to ignore me, and, to date, no further reply has been forthcoming.
Moral of the story: if you have to visit Manchester, unexpectedly, for example on a matter of life or death, and you need somewhere to stay, that has an understanding approach to your situation, and goes out of it's way to help in an emergency, then, in my experience, Luther king House should not be your ideal choice. If, however, you want to stay somewhere that has demonstrated a cynical approach to charging, regardless of circumstance, and management who aren't interested in helping people at times of great personal turmoil, then this is probably perfect.
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- Also Known As:
- Luther King House Hotel Manchester