Mercure Manchester Norton Grange Hotel & Spa — Hotel in Rochdale

We stayed here for my mum and cousins birthday weekend. I have to say the staff were impeccable except for one who came across as rude to some members of our party. I was surprised at the lack of robes and slippers being readily available and the insistence of staff that they were in our rooms but this was before check in and only to find that they weren’t in the rooms anyway, the one I received didn’t fit and had broken belt loops. The following day we’d put used wet robes and towels in the laundry and requested replacements and were charged £5pp for replacements although I had asked on the basis of being a hotel guest and stating the ones we had were soaked and there hadn’t been anywhere to dry them. The accessible room i’d booked as we were travelling with my terminally Ill mum who lacks mobility was really poor and dated. The wet room was so dangerous and slippy it really terrified my mum to navigate around it. The accessibility of the spa was horrendous for a wheelchair user other customers were constantly helping us get through doors and narrow corridors. The one accessible changing room was locked and we struggled to navigate around the main changing room with a wheelchair. In the lift there was a trolley meaning my mum and her chair could just about fit but I had to meet her at the other door. We ate in the restaurant in the evening and my mum when we asked how to get my mum down the steps the gent who I believe to be a manager said we could be set up in the second half of the restaurant or we could walk her down, she just about managed to get up and down the couple of steps, yet when we arrived to eat for breakfast we were asked if mum would like a ramp which was a surprise because that didn’t seem to be an option the previous night and we were surprised that she’d be asked if she could get out of her wheelchair and walk down. There were things we liked the food was amazing throughout the staff were just amazing and so customer focused. Mohamed dealt with an incident of an aggressive I’ll mannered customer who directed his overinflated ego at my brother with courtesy and respect. He deescalated the situation and was incredibly professional and supported Miko with dealing with the situation his service was amazing and treated us so well. The young man who was delivering massages in the spa gave myself and a few of our party the best massage we’ve ever had! That section was great. The young lady organising our rooms was mega accommodating and checked in prior to our visit and was great when we arrived. It could’ve been so good but there was so many little things that added up to a lot of disappointment mostly around my mums experience. I really wished it was better but it just didn’t meet our expectations and my mum didn’t have a great experience which is just a...

Me & my friends booked for the treatment & spa package today. We arrived prior 15 mins as said via email at the spa. Upon arrival we did not have any masks as we forgot to bring them. This was not an issue as they got provided & paid for at the hotel. During our check in, we filled forms, while doing this the receptionist at the spa could of arranged for masks to be brought from the main reception to her reception area. Forms have now been handed in, while handing them in the receptionist said bear with me while i deal with other customers, bearing in mind our treatments are booked in for 12pm, we were now at 11.55am, once she dealt with her previous customers now we had to pay & get our masks, masks were not brought forward to her desk, so waited for them, then there was no change, then whatever she had she gave me & it was a £1 less, which i said its fine il collect at the end of my spa time. Its now 12pm, she’s asked if we know our way around, i said yes as i have been before, so we made our way through to the changing rooms & got changed. Its now 12.10pm the receptionist has walked in & said the therapist is waiting for us upstairs & we now have less treatment time, hearing this has upset us as we were not told or called by any therapist, the receptionist job was to alert us to make our way straight upstairs for our treatments, we could of got changed after our treatments. So before we made our way up, i had told her my other friend is booked in for 12.30pm for her treatment she has made her way to the hot tub, do alert her to wait upstairs too for her to be called for her treatment. She said fine, but ignored simple instructions as she did not alert her either or give her these instructions. So we only each had 15mins of our treatments, because of the lack of customer service & ignorance by the receptionist. This issue had been taken up with the manager at the end of our spa day who had already received our complaints from the spa receptionist, clearly he had already made his mind up & had said its not the receptionist job to alert you or to show you around where the treatment rooms are located or to notify the times of your treatments & said we are lying about the whole issue. I found his behaviour towards us totally ignorant & disgusting. I have been here previously & never have i experienced such appalling customer service. The receptionist needs further training in her customer service skills & the manager needs to be replaced as they clearly can’t run a hotel or multitask. Oh the best bit, we were told not to come back ever again by the hotel manager, which we happily won’t be in the future. The whole experience was a nightmare from the beginning to the end of being...

We initially booked to have a wedding reception here after getting married abroad but decided to change to a UK wedding 4 months before we got married due to covid uncertainty- what can I say other than the perfect beach wedding abroad we planned, the Norton provided us with the most perfect day ever.

From communicating with Jenny (our coordinator) and Rama (General manager) when we changed our plans, made everything a breeze to reorganise our wedding in 4 months. They were both brilliant right up to the day and were a big part of why our wedding day was just so perfect.

Me and the bridesmaids stayed over the night before and were accommodated in the bridal suite and got ready at the hotel on the big day which as good rooms go was clean and spotless. All the staff were lovely including Carol and catering staff in the hotel when we had breakfast to the spa staff when we used the facilities the night before.

On the day everything just run smoothly with all the staff on hand to help. The room was decorated by Stef at Bespoke Weddings which was part of our package and the wedding set up looked so beautiful. During the wedding breakfast we had Rama and Adrian, who was the master of ceremonies, guiding staff and guests through the rituals of the day and making everything so easy. Adrian was fantastic, friendly and very accommodating and always made sure us and our guests had everything we needed. To a few requests when the room started to get a bit warm or the music was a tiny bit loud over the guest conversations, he made sure he met our requests to keep all our guests happy. The food- WOW- a lot of compliments were made from our guest about the food and the braised beef was a major hit along with everything else we had. From the waiting staff to the catering staff all our guests' dietary needs were met with top class service and food.

At one point my dad was trying to get around all our tables to buy drinks for all our guests but it became time-consuming. At this point a member of the bar staff stepped in and took over providing everyone with a drink at my dad's request after taking all their orders single singlehandedly and sorting the bill out for my dad. It was simple things like this that the staff at the Norton did to go above and beyond to make our day so special.

We may of not been able to have a beach wedding in the end but having our wedding here was the next best perfect thing to have the best wedding day we could of asked for with family and friends. Thank you to all the staff at the Norton and I would definitely recommend anyone to have their...