DoubleTree by Hilton Manchester - Piccadilly — Hotel in Manchester

I booked a room for the 12th July for my wife”s birthday . The room for the 1 night cost £259 . We had no problem with the cost as we had been to this hotel years ago and the experience then was great . However our experience recently pales in comparison to when we had stayed here previously . We arrived early as I had booked a full body massage ( cost was £75 ) for my wife and then a 2 hour session in the spa facilities ( cost was £40 for the 2 of us ) This turned out to be the worst experience for her as the massage and the entire experience was awful . The massage therapist was distracted and ended up giving her the worst experience ever . My wife has regular massages and this was certainly the worst she has ever had . Unfortunately after this terrible experience the rest of our trip was spoilt as it set a bad tone . The both of us then went to the spa facilities and hoped that this experience would make her feel better . We had a 2 hour slot available, but we cut it short . One of the steam rooms was out of order . There was no personnel at hand to inform about this . Unfortunately the spa facilities have also lacked the shine and luxury from years ago . The room we stayed in was satisfactory, but certainly nothing to write home about . I would have thought that the experience would be similar or better than the last time we stayed there . The overall experience was substandard and certainly way below the standards of years gone by . This spa hotel was certainly one of the best in years gone by , but sadly now is lacklustre and will struggle to retain good custom in the face of poor service , basic standard rooms ( for which they charge premium rates ) , an abysmal massage therapy service and a run down spa facility that requires an urgent upgrade . We have contacted the hotel with regards to their poor service and the awful massage therapy session my wife experienced at the hotel . They have replied that they would look into our complaint , speak to the therapy team and get back to us . It’s now been weeks and we have not heard anything further . I’m sure that they have closed this case and will not bother to give us any feedback from the therapist in question . We certainly will not be spending any time at this hotel again . Our special birthday getaway has been spoilt . The cost of this whole experience at the hotel ( which should have been a memorable and pleasurable one - but instead turned out to be an awful experience which we hope to forget ) was £374 for the day . We are always happy to spend good money for a good stay and have done so on numerous occasions when we have traveled and stayed in various hotels . On this occasion however we had an awful experience and the hotel service management has not addressed our concerns in a meaningful way and have not issued us with an adequate response .

The only redeeming feature of our trip was that we spent time in Chester where we experienced the local town and had a wonderful dinner at one of the local restaurants.

The Double Tree Hilton hotel in Chester does not compare in any way to the wonderful city it is situated in and lacks the charm , warmth and shine of the city . It falls short in every way .

Thank you N Gabriels

PS ! Booking.com have reached out to the hotel for feedback , but have written to me to inform me that the hotel have ignored their enquiry . They have told me to contact the hotel again directly and given me the contact number . I will however elect to leave it be . I have contacted them previously and not had an adequate response . I do not want to spend any more time on...

Visited 25/06/2025, the venue is located just opposite to the Piccadilly train station approach. In the morning not long to wait at reception desk to ask to be directed to meeting room Glamis. Unfortunately this venue location doesn’t have great signage in the reception area for the meeting rooms, in fact a sign to left of reception on wall suggests meeting rooms are on floor 11?!, after speaking to helpful lady on reception took the stairs adjacent to reception to first floor and met by the super helpful and courteous/professional Caitlin who explained fire alarm tests and all pertinent details of the room booked for meeting. Additional request for a further chair in the room was no problem at all for Caitlin.

The room was laid out well, we had been provided with cold water (great with the warm weather), air con was adjusted as was muggy in entry but was good for rest of day. The in room fridge had some drinks if wanted - a nice touch. Asked for some paper and some mini note pads were given, again very responsive. The in room wall mounted large tv is a touch screen and has a hdmi cable ready to connect and this was great for everyone wishing to present to others in the room - good facilities.

At the top of the stairs leading to the first floor you first come to a seating mezzanine area with free hot drink machines and cold water and an orange multivitamin drink (nice!) also some breakfast pastries and some mini jars with yoghurt and fruit (again very nice). Just off this area is also where the bathrooms are located so easy to access both from meeting rooms and the mezzanine seating area.

For lunch we used the restaurant located behind the stairs from reception and it was a buffet style arrangement and again the staff situated here were very attentive and looked after all meeting attendees, the food was tasty and good quality.

I’ve had to dock a star from the review as when looking to finish reception had three staff (one lady and two men) all who hadn’t realised I was waiting and the lady to the left allowed a couple to jump in front, when the middle gentleman finished he almost did the same intentionally acknowledging the person behind me, luckily the other person waiting allowed me to be seen, and the male staff member gave no apology for the wait or the attempt to ignore me, I simply handed the meeting room key and left, leaving a very poor customer service experience at the end of what had been until then a...

Check in was great and the reception team, welcoming, courteous and professional. (My review is in exclusion of the reception team who were outstanding).

Restaurant and room service on the other hand left very little to be desired. I went to the restaurant to order food where I was met with a lady with pink hair, unprofessional in attitude and lacking in customer service. I was informed the menu I was after doesn't get served until 2 hours later at 5pm. I returned at 5pm to order for room service (which states very clearly on the welcoming letter is free of tray charge) Either there is a breakdown in communication between the team who drafted that letter and the restaurant or the restaurant staff is simply incompetent because she purported to inform me there was a £5 tray charge to which I informed her not according to my welcoming letter and showed her now embarrassed face the letter. She purported to then say the system wasn't allowing the room service option for my order. I just walked off at this point after having waited 2 hours, I was so hungry and had no energy to deal with a bad mannered staff. I went out to grab something and later ordered room service of wings and chips which came without any condiment and after I called in for it, it took over 10 minutes by which time my food was cold and it was actually the receptionist who took it upon herself to go get it for me. To top this bad level of service off, I was charged an additional £1.09 for ''service charge''. Never have I heard of a 'service charge' for room service in the countless amount of times I have stayed at hotels. This so called charge is not detailed ANYWHERE on the menu.

Overall, I am highly disappointed in the service and value of this branch of doubletree by Hilton and will never again willingly stay here.

This is a 4* hotel, act accordingly and let that reflect in your service and...