Hyatt Regency Manchester — Hotel in Manchester

Our experience at this hotel on Christmas Day was absolutely appalling, and even more disappointing given our loyalty to Hyatt. We are long-time Hyatt members and have been using this hotel for four years, both domestically and abroad, including previous stays where we had no issues. However, this time, we were treated in a manner that was completely unacceptable.

We arrived with our two young children (ages 4 and 2) and a confirmed booking for a King Room, as we had done the previous year. We regularly request an extra bed for the children, relying on the hotel’s own response to a similar inquiry on Booking.com. In their Q&A section, a family asked if they could book a King Room with two kids, and the hotel affirmed this by replying with the price for an extra bed. This gave us confidence that our booking was appropriate and in line with the hotel’s stated policies.

Upon arrival, however, we were told by staff that they had been “watching our booking” because their manager had flagged us from the previous year, claiming we had not mentioned our children during the booking process. This statement was deeply unsettling and made us feel targeted and unwelcome, as though we were being singled out by the hotel.

We explained, as we had done the year before, that our children are too young to stay in a separate room. The prior year’s issue stemmed from the booking site only showing options for two rooms—an arrangement unsuitable for our family. I even showed the manager the Booking.com Q&A where the hotel confirmed that families with children could book a King Room and request an extra bed. He dismissed this outright, saying the information was “outdated.” When I pointed out that leaving such misleading information online would result in other families being accosted at check-in and pressured to pay extra money, he brushed off the concern entirely and repeated that our only option was to pay an additional £260 for a connected room, even if we didn’t use it and the children stayed in our original room.

This made it clear that the hotel’s concern wasn’t truly about health and safety, as they claimed. If health and safety were such an issue, why would the children staying in the original room be acceptable, provided we paid for an unnecessary extra room? The inconsistency between branches - where we have previously been welcomed into other Hyatts with 2 young children - and lack of transparency is infuriating.

Ultimately, the situation became so distressing that we had no choice but to leave. My husband stayed at the hotel alone, while I had to take our two young children to a relative’s living room, where we spent Christmas for two nights. This caused immense stress and completely ruined what should have been a special family holiday.

Given our loyalty to Hyatt and years of staying at this particular hotel, this experience was deeply disappointing. The management’s dismissiveness, lack of professionalism, and refusal to take responsibility for misleading policies online were appalling. I strongly caution families against staying at this hotel if they expect honest communication or reasonable customer service. After this experience, we will not return to this hotel and are reconsidering our Hyatt...

Summary: Great hotel, wonderful staff, and good location! We would stay here again!

Details: We took our son on a senior trip for graduation in early May, 2023 to see a Man City match and had a wonderful time!

We stayed the Hyatt Regency on Hyatt points and booked two rooms (you could not book three people in one room - their rules, not ours) that were adjoining. Both had king size beds, a desk area, closet, and a nice bathroom. One room had a tub and shower, the other just a shower. I did not take any pics of the rooms (which I usually do - just spaced it this time) but the pics on Hyatt's website are accurate.

Since this was a special occasion, I emailed the hotel management and told them our plans. Upon arrival they had put together a little congrats gift (see pics) for our son which he really enjoyed. Something that they didn't have to do, but it definitely made the stay more memorable.

We stayed on the 9th floor and had a good view of the city (again, see pics). The hotel is located near a couple of universities so there are a lot of college students in the area.

As an FYI, the Hyatt House and the Hyatt Regency both share the same location. The Hyatt House has a different entrance on the other side of the same building at the Hyatt Regency and occupies the higher floors. Kind of unique and a good use of space in my opinion.

The Hyatt Regency does have a club/lounge but it was not open while we were there (really the only thing that was disappointing and the reason for 4 stars on Service). If you are Globalist or have club passes, you have access to club type amenities at the bar on the main floor. We were able to get some sodas from the bar while there.

A really cool thing was being able to reach hotel staff via WhatsApp (yes, this may be common knowledge to most of the world, but a lot of Americans don't use this app)! Any time we needed something, we just sent a WhatsApp message. Worked great and staff was very attentive!

Getting there: Over all, public transit worked very well for us. We flew in to Manchester (MAN) airport and then took the train into the city. It took us maybe 30 minutes to get to our stop (Manchester Oxford Road) which was 2-3 stops after boarding at the airport. Once we arrived, it was just a 15 minute walk on good sidewalks to get to the hotel. We used the rail system to get to and from the airport as well as a day trip to Leeds. To get to and from the Etihad Stadium on match day we used the tram (light rail) from the Manchester...

We choose to stay at this hotel since we are tour operators and know the chain and it’s normally really good. We know the hotel was recently changed from another chain so we understand things take time to adjust, specially during COVID-19. The reception staff Harry and Helena was lovely. The food was ok, the easy access for the gym was great, and the rooms are nice too. However, since we lost our business due to COVID 19 we had to move to UK and restart, we never expected that expensive shirt by DIESEL and a Zadig and Voltaire bag, in the range of 400-500 pounds worth will be stolen from us!. We moved directly from the hotel to our new house in greater Manchester and after calculating each step we are sure the hotel cleaner stole it. It’s not enough that all our life has changed we never thought someone can act this way. One of the reasons we are sure is because during our stay we was almost the only guest, and in the 10 nights we stayed at the hotel there was only one cleaner and she came maybe 3 times to clean the room. We had bin bags which add up so we moved them to the hallway and even so for days they were untouched. And even when my wife spoke to the cleaner she was very rude. So our hearts are broken and we hope that this person will pay for her crime soon. In addition something else we didn’t like is at one of our breakfasts our 3 year old wanted bread and even though it’s listed in the menu we think a professional member of staff could say it’s 4 pounds for two small pieces of bread and butter!. The bill came to 56 pounds and we were shocked. The hotel agreed for keeping our original price of booking.com after the first 3 nights which was cheaper then the site and that was kind. In conclusion for this horrible experience we recommend to stay away!. Your belongings are not safe here!. And it was planed to steal our goods by this cleaner since the bag was empty and the cleaner see my wife with other expensive bags and the shirt she stole was very similar to another shirt. This is an act of a thief that knows what she is doing!. Moving with 5 bags we came across to realize this happen long after when we unpacked our things and if there was something important in the bag or a different shirt we would realize earlier. Bad person and we hope the...