Awful experience (Britannia Hotel - Manchester)

Member Name: joebroadfoot

Product:	Britannia Hotel - Manchester
Date:	04/12/03 (100 review reads)
Rating:

Advantages: None

Disadvantages: Rude and abusive staff, Staff who barely speak English, Run down hotel with poor standards

To sum up what happened upon my arrival, it began going wrong when the doorman put his arm across my throat as I went to check in. "Are you a guest?" he asked.

A bit rude and physical I thought but I let it pass without comment.

Then at reception I spoke to two people about my reservation who could barely speak English.

Worst of all was the duty manager who refused to speak to us, as he had to fix a printing machine first. We watched in stunned silence from the other side of the counter.

Somebody was complaining and getting nowhere so I decided to give up waiting as we'd been left unattended for quite a while (i.e. 20 minutes or more).

We had to make other arrangements, which wasn't so easy at 11pm on a Friday night.

I hoped the hotel complaints department would be able to put things right and once again I was disappointed.

I phoned the hotel on Monday and was told that the reference number was only to confirm my booking with your company. They said it was nothing to do with the hotel.

They told me I'd be charged for a "no show" but admitted that I must have turned up, as I'd accurately described the staff on duty.

They called me back later to tell me my money would be refunded.

I expected the hotel to do more to try to keep their customers happy, but they seem intent on harming their reputation further.

I've asked around since and not found anyone with a positive experience at that hotel.

I'm not normally in the habit of complaining about anything, but I don't believe hotels should be allowed to treat people like that.

I've always booked hotels online before and this my first negative experience.

Summary: