Macdonald Burlington Hotel — Hotel in Birmingham

Having booked two double rooms which came with the description of having a ‘standard double bed’. It was surprising to see be greeted by a very small bed in both rooms upon arrival. ||We had been out all day so only checked in late in the evening so had no chance to identify the issue until we went to the room late at night. ||Having suffered the worst nights sleep ever due to the lack of room in the bed for 2 people we checked the size of the bed before checking out and discovered this was in fact a 3/4 bed, not the standard double we had booked and paid for. ||Upon checking out we made a complaint about this, as well as some small incidentals around the lack of towels in the other room, and no milk in both rooms. The main complaint being we had paid for a double bed in each room, and not received what we had booked or paid for. We therefore asked for a partial refund to compensate for being mis-sold, and the inconvenience and frustration this caused due to a lack of sleep we were able to get. ||The receptionist, Mini, acknowledged the complaint, and advised she would need to contact the duty manager. However, no manager arrived, instead we were presented with the Head of Housekeeping called Inga. ||To say any empathy, care or consideration to the customer experience was missing is an understatement. She did acknowledge that one of the rooms (401) has a small double but refused point blank to accept the complaints regarding the second room. She did state though that the second room is often used for accommodating solo travellers so by default really admitted this is not a room that is used for a standard double.||Her only goal was to remove us from having the discussion in reception, to avoid anyone else from hearing the complaint. When challenged on the fact and admission that they had provided us with rooms that were not those that we had booked, her only response to smirk and shrug her shoulders constantly. She did accuse us of being rude when we said we wished to continue the discussion in reception, but at no stage was anyone rude, Direct and frustrated at the lack of any customer service skills, or any care for the customer service experience, yes but rude no, as CCTV in reception will confirm. ||When we asked to speak to someone in authority we were advised managers only work 9-5, Monday to Friday. But we could send an email to the general enquiries address that would probably be responded to on Monday. ||We were also advised by Inga that we should have checked we had a double bed in the rooms as soon as we checked in. I am not in the habit of checking I have the right bed for the room I have booked immediately on receiving the key. Inga continued to try and focus on the smaller issues around towels and milk, and at no point acknowledged the real issue at not being provided the services we had booked and paid for. ||When asking what the policy was for managing complaints procedure she just again shrugged her shoulders. ||During the discussion we were also asked to move aside and wait while she dealt with other customers checking out, again showing a total disregard for us as customer and a clear lack of any customer service skills. ||She did agree to a 20% refund for one room, we asked for this on the total cost of the booking, but claimed it was two separate bookings. I was able to evidence this as again incorrect as I had the booking confirmation showing one booking for two rooms under the same reference, albeit we paid for the rooms separately on arrival. |||Having exasperated all options and Inga clearly lacking the skills, authority or willingness to manage a customer complaint we agreed to a 20% refund for one room in the interim until we can progress this with someone in authority. When they went to pay the refund they advised me of the card number I needed to use. This did not match my card number, so I queried this and they both insisted the number they were stating was correct. After another few rounds of querying this I showed them the card again, and they finally confirmed the incorrect number had been stated to me. This leaves me wondering what info they were looking at, a how secure our personal and financial data is with them. We left the hotel, and confirmed that will be pursuing this with someone in authority at McDonald hotels as soon as I return home. ||So In short if you want a good nights sleep, or stay at a hotel that provided the services you have booked and pay for, and also be treated with respect as a customer then avoid this hotel...

This hotel came to me highly recommended, and I was not disappointed. The hotel itself is beautiful, located at the heart of the city centre, and the front reception was well-staffed and welcoming (which was very reassuring as an awkward first-time solo traveller).|After I checked in, I found that there was an error with my booking (the room was lovely, but didn't have a bathtub, which I had specifically requested when I booked). I went down to the reception, and the front desk staff were incredibly helpful. Mini was warm and extremely understanding, and managed to resolve the issue in under five minutes- I can't thank her enough! She offered me an upgrade to a suite that was better than I could have hoped for, and checked several times that this new room would be suitable, as it was on a different floor. She also remembered me when I was checking out, and was incredibly kind. I couldn't fault the customer service of any of the staff, but Mini in particular was a highlight.|The corrected room was exceptional, especially for a short-notice check in. The suite was spacious, spotless, and fully stocked with everything I could have thought of, including a coffee machine, kettle, valuables safe, clothes iron, hair dryer, television, and standing fan (in addition to working AC). Everything was in perfect working order, and the bed was possibly the most comfortable I have ever slept in. For being in such a central location and on a weekend, there was surprisingly little noise- I could occasionally faintly hear other doors closing on the same floor, but nothing unreasonable. There were also earplugs available in the room, just in case. The housekeeping staff were also very polite and accommodating.|The breakfast options were fresh, varied, and generous, and the staff were friendly, with quick service. I was seated and had my coffee order delivered within minutes. The dining hall is bright and airy, with windows overlooking New Street, and was an ideal place to start the day. There were one or two menu items that were unavailable, but I was informed of this before I ordered.|Overall, I could not fault my experience, and want to sincerely thank the staff for a perfect weekend stay. I will more than happy to find an excuse to...

If you are looking for a city centre hotel in a central location, this is the hotel for you. |I sent in an email before arrival making an enquiry and the hotel responded promptly.|When we arrived we were impressed as we walked in, it has an old school hotel feel about it but is so clean.|The reception staff were very friendly and I had let the hotel know it was our anniversary. The reception staff who checked us in wished us a happy anniversary and then was warm and engaging.|When we arrived in our room we were so happy. The room was huge. It was the biggest bed we have seen and was super cozy, there was a sofa and then all the expected things you will find in a 4* hotel. |We had been left a card from the head housekeeper wishing us a happy anniversary and saying she had checked to ensure all was perfect for us. The hotel gave us a card, chocolates and bottle of wine. A very nice touch that was not taken for granted. It made my wife really happy and for that I thank you. |The bedroom was spotless, my only negative is I’m 6ft 2 so was taller than the shower! Perhaps it needs bothering slightly? |We did not eat dinner in the hotel as we had a reservation out. |The next morning breakfast was very good. A nice continental selection and à la carte breakfast was very tasty. Again the staff were warm and friendly, they looked after us well. |A couple of things to consider though, when we arrived there was no table of 2 available. We were told to wait by the continental breakfast and help ourselves. I got some cereal but there were no spoons to eat it with. Then the coffee at breakfast was poor, the worst thing about breakfast. I get it’s never going to be top of the range but better coffee as breakfast is usually the guests last experience before they leave so sticks in the mind. Also toast was bought way before the cooked offering. If we had known we would have asked to get them together but we know for next time.|Having said those few negatives though with a tweak or two breakfast could be exceptional.|This is a lovely hotel where you are treated well and is one to recommend. We will stay...