I stayed in the Novotel Manchester on Tuesday 9th August 2011. It wasn't planned, I'd been attending a Wedding Reception in a nearby restaurant on the outskirts of China Town which had ended early because of the riots. There was 18 of us, with one car between us and no hope of anyone getting to us to pick us up as it quickly became too dangerous. There were waves of gangs running up and down the street outside the restaurant so we decided to stay in the hotel just around the corner. One of the people who made it home phoned round and spoke to the Novotel and explained the circumstances, and said we'd need 9 rooms between 18 people.
As soon as there was a lull in the activity we quickly made our way to the hotel, to be met by a rude receptionist, who hadn't prepared anything. When one of the bridesmaids informed staff that it was her brothers wedding reception, and asked if there was any discount they could do, even if it was only for the Bride & Groom we were very firmly told no, £69 was the cheapest they could do. The group as a whole felt this wasn't very fair as it was such exceptional circumstances. The member of our group who was organising everyone then handed out the keys and we made our way to our rooms.
When I reached my room we found that the bed was a bit broken and the TV wouldn't switch on, which we quickly reported to reception. The TV was fixed but nothing was done about the bed, and by this time we were so tired we couldn't be bothered to fight.
We then discovered that the receptionist had given us more rooms than we asked for, we'd been given 10 keys, but she'd booked 11 rooms. Our organiser helped her resolve this mistake, finding out who was in which room and sorting everything out. Finding the people who'd ended up with a room to themselves and rearranging people. When told by the receptionist that she'd need the extra key back in 10 minutes, he very rightly pointed out that it was her mistake but he'd get the key back when he could. To which she replied "There's no reason to be rude.".
All in all we found the service to be unsatisfactory and no allowance was made for the circumstances we were in. When we compared it to the restaurant, who didn't charge for the buffet and provided free drinks to those who asked, and the NCP car park who didn't charge those who had parked there cars overnight, it didn't compare favourably.
All in all, I felt the staff could have been more sympathetic, especially to the Bride and Groom who had just had their night ruined.
- Official Description (provided by the hotel):
- The Novotel Manchester Centre is an AA 4 star hotel in an ideal location for business travellers, just 3 minutes walk from the Conference Quarter and the Central Business Core of Manchester. Take a break at the Novotel and explore the surrounding Chinatown area, visit Old Trafford (the home of Manchester United FC) and discover designer shops, nightlife and local attractions. eXchange Food and Drink Lounge is the place to kick back relax and unwind after a busy day. 24 hour room service, gym, sauna, steam room and seven meeting rooms for up to 90 people. ... more less
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- Also Known As:
- Novotel Manchester Centre Hotel Manchester
- Accor Manchester Centre
- Manchester Novotel