This is the second time we have stayed at the Country House Hotel - first time was OK, apart from a ill-explained return taxi system - after a long flight you just don't need it! Returned a second time to avoid being snarled up on the motorway before an early morning flight; the deal of hotel room plus parking whilst on holiday is the main selling point for us. OK, it's reasonably priced, but you expect to be treated well whatever you pay!! On arrival around 11 pm on 13th May, having booked and paid on line, we were greeted with an 'atmosphere' in reception. There were four members of staff behind reception, one chinese lady, one young french girl, and two males ... it was apparent that English was second language to them all. A lone female traveller was being attended to, it was obvious she was not happy. Having gone initially to the Britannia Airport Hotel down the road, they had rung the Country House Hotel, who confirmed her booking was with them. She drove all of ten minutes to witness her hotel room being given to another guest by the chinese lady, who then denied this and let another member of staff try and sort the problem out. The staff on duty very well practiced in not making eye contact unless they absolutely had to. As we approached the reception, leaving the disgruntled aforementioned young lady to one side whilst they tried to find her accommodation for the night, I handed over my paperwork which confirmed I had paid for a one night stay. The male member of staff - (no name badges evident !!!) - said 'No, you are not booked in at this hotel, you are booked in at our sister hotel!!!' I assured him I wasn't as my reason for choosing the hotel was close proximity to airport for early morning flight. At 11.30 pm, and just needing to get to a room, we accepted the alternative - Britannia Portland Street. Not being local we didn't realise we were being sent into central Manchester - a £16 taxi drive away, but we had assurance that airport transfers would be arranged. AT NO POINT IN THIS CONVERSATION WAS THE WORD 'SORRY' USED !!! The taxi driver from Club Cars was a real diamond - we didn't get his name, but he came back to reception and explained that we needed another voucher to prevent an argument at the end of our holiday. He also intimated that this 'over-booking' was a regular thing with the Country House Hotel - fill the rooms whatever the cost, if there's a problem just try and deal with it !!! Not the way to get repeat custom I think !!! However, the cloud does have a silver lining. On arrival at Portland Street, we were blown away with the hotel - grade 2 listed building - absolutely wonderful. The night manager - Al - greeted us in a very professional way, and hearing our 'Britannia story so far' uttered his first words; 'I am really sorry about this' - to which I replied the staff at the Country House need to come here to be shown how it's done. Our room there was spacious, clean and comfortable; all we required for the night before a long journey. We were offered complementary breakfast for our troubles, which unfortunately did not fit with our flight times, so were offered a bottle of wine from the bar ... BOY, DID WE NEED IT !!! Congratulations to Al at Portland Street - you were a star! The staff at Country House Hotel should take a look at what customer service is all about courtesy of Portland Street.
- Official Description (provided by the hotel):
- The Britannia Country House Hotel & Spa has a wide range of facilities including two restaurants, free parking for up to 600 spaces, free WI-Fi and also has a gym and spa. All rooms have tea and coffee making facilities, in addition to a TV, telephone, suit press and a hairdryer. All bathrooms include both a shower and bath. It is perfectly located for any visit to Manchester, being within a 10 minute drive of Manchester Airport, as well as only 20 minutes' drive away from Manchester City Centre, Manchester United Football Club and the second largest shopping centre in the UK - the Trafford Centre. Getting to the hotel couldn't be much easier, as it is only a 2 minute drive to the M60 motorway. ... more less
- Reservation Options:
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- Also Known As:
- Britannia Country Manchester
- Britannia Country Hotel