Best Western Cresta Court Hotel — Hotel in Trafford

Update after response from hotel owner: Unfortunately lodging a complaint while at the hotel wouldn't have led to any kind of resolution we asked for. We wanted to cancel the booking and couldn't. I'm assuming you don't have more comfortable beds hidden in the back so not sure how you would have helped there either. As for the outdated and cheap furnishings, again unless you have a time machine I doubt you could have helped.

Now to the interesting part. You have also demonstrated yourself to be a liar. I never spoke on the phone to your "in house reservationist" and my name is not associated with any booking. A member of my party was the one in contact. And they were in contact with several people, not just the person you claim to have been sitting beside. Perhaps your in house reservationist has great English but that was not the case with all of the customer service operators. I am very welcoming of a diverse workforce but if your role is providing customer support over the phone then your level of English should not be a barrier to performing that role.

Thank you for the reply, and for further demonstrating your disappointing level of customer service.

Update after staying: Sadly the hotel was somehow worse than the customer service. I would only recommend staying here if you enjoyed the 80s so much you want to go back. The biggest compliment I can pay it is the room was pretty spacious. Everything else about the room was cheap, outdated or both. The mattress was so hard it was almost impressive - I would've been better off sleeping on the sofa. The rooms are in no way noise-isolated so you can hear everything from all sides. We woke up at 8am this morning to the sound of loud moaning as someone was clearly making good use of the firm mattress in the room above us. At points I was worried about the structural integrity of the ceiling as it sounded like the bed might drop through on us. I wouldn't say this is conducive to a good night's sleep. Hard avoid.

Awful customer service experience and I haven't even stayed with them yet. We booked 2 nights here through a well known online hotel agent, but shortly after had to cancel due to unforeseen circumstances. Despite multiple other rooms showing on their site as free cancellation up to the day before, including the same type of room we booked, after dozens of calls, live chats and emails they absolutely refuse to refund any of the price paid. They want to keep the full amount for a stay that is not for another week and won't be used. This is simply awful business practise.

To add to this, both of the customer service operators spoken to on the phone had trouble communicating in English which made the process more frustrating. If you are operating in the UK I think it is only right that the customer service you provide is in English at a conversational level.

All round I wouldn't recommend this hotel to anyone. Pray you don't have to contact their customer service as they do not value you as a customer, especially after...

If I could give negative stars, I would. Was booked to stay here for 2 night for the Manchester Marathon this weekend, turned up at 8pm tonight to check in only to face some of the worst customer service I have ever experienced in my life. Was told very abruptly and with no apology there was no room ready and that bizarrely the ‘room was unsafe’ yet when we asked why, we were repeatedly told ‘I can’t tell you’ by the very angry lady behind the desk (chin piercing & glasses). She could not tell me how long it would be to sort and did not once offer an apology. She then dramatically stormed off for 20 minutes claiming she was finding a manager who never appeared. The angry receptionist returned to tell me a room was ready and had been ‘cleaned by a colleague’ after issues with housekeeping. She still would not explain what had been ‘unsafe’ about it and what her earlier dramatics were about. As a result of mainly her attitude, I (correctly) refused to sign for the room until I saw it myself. On going up to the room I shockingly found I had been given key cards to an already occupied room with belongings all over the bed. Thankfully I didn’t walk in on a poor unsuspecting guest sat on the toilet. On returning to the desk, the angry receptionist seemed exasperated that I had issue with being given the keys to an occupied room. As if it was me at fault and not her incredibly shocking customer service. Then while stood around waiting yet again for a manager I watched an older white couple receive a very different reception to me. I hate to pull the race card, but to be honest it’s hard not to. Fast forward another 20minutes and I finally found a supervisor who was at least polite, apologetic and appeared to understand customer service. By this point there was no way I was staying in this hotel. I was gratefully issued a cancellation and refund. Honestly I’d rather sleep in my car but thankfully I have family in Manchester I can stay with. I understand it’s a busy weekend for the hotel, and the receptionist is stressed I’m sure. I understand stress, I’m an A&E Consultant. But I would never speak to someone how I was spoken to this evening, and if I did I would know it’s time for me to...

This was the 4th time I had stayed at this hotel. I knew what to expect, basic rooms and a decent breakfast at a reasonable cost however this time I was very disappointed. We arrived a little early (around 2.30) I was told our room was ready but my daughters was not. I was assured by the girl on the desk that her room would be ready by 3 at the latest (we had to be out at 3.45) and the keycard would be brought to our room. We went up to our room (319, our lamp didn't work, the radiator was very hot with no way to turn it down and the bath was not very clean) By 3.00 having heard nothing I rang reception and was told the keycard would arrive shortly. It didn't so I went down to reception, there was an older woman behind the reception desk, I asked about the keycard and she was very abrupt, no apology, apparently the IT system had gone down, had been fixed but they could not issue keycards. I didn't have time to discuss it any further so went back to our room to get ready. The keycard arrived shortly after and my daughter went to her room but it was clear it had not been serviced at all. Unmade bed, dirty cups, dirty bathroom, wet towels and the pillows were the on the floor. I decided to go down to reception and report it. The guy was quite confused as to why it was not cleaned, he said they had had housekeeping issues and accompanied me upstairs , he found the cleaners on the 3rd floor and disappeared. I went back to my room to get sorted. We stopped off at reception on the way out and was assured that room 323 would be ready on our return. When we got back in the evening it was a different person behind the reception, once again I explained and he looked blank. After looking on the computer he didn't believe it was room 323 we had been given as there was a woman in it already. My husband said it was definitely that room and the state of it had been disgusting, well the guy took offence at this and said that was a bit of a strong comment .We ended up with room 324 which had been cleaned. We received no apology from anyone at any time. The customer service was non existent and made us feel uncomfortable and unwelcome.|I will not be...