EVEN Hotel Manchester Airport, an IHG Hotel — Hotel in Manchester

I'd like to start out by saying that I had 2 different reservations one of a one night stay with just me and the second with a 4-night stay with my sister and niece. The first I was there I checked in late and the front desk staff was excellent he was very friendly and accommodating letting me know the times the bar, and other amenities was closing also made sure I knew the Wi-Fi password. the only complaint about this night was there an odd smell that woke me up around 3am. The second night however was the problem. We again had to check in late however my sister had called prior to see if there was anything we needed to do differently as we were using a different card then we had booked the room with. The response was no we were all set and there was a note on the account. We checked in late and we indeed had a problem they wouldn't allow us to use the card we were using without prior authorization from our parent, which i do respect as we don't want any cards compromised, however frustrating that we had previously called and asked if we needed to do anything and where told no, we needed to call our parents late at night to get them to take pictures of their licenses and fill out an authorization form all of which could have been done hours prior when we had called and asked, again this wasn't the worst part... the worst part was the customer service we received from the frost desk worker Akbar. I'm not one to complain or write reviews however this one warrants it. He has the WORST customer service I've ever experienced. His arrogance and disrespect for his customers I find to be completely out of line. When I asked if there was a manager on duity I could speak with as it said on the wall it just pointed to a card holder with many different business cards in it. As we were asking questions, he then made us step aside to assist another customer as he said there was nothing more, he could do for us, and it was "his job". Once arriving at the room, we found that the bed sheets where completely stained and that the outlets by the nightstand didn't work not a single one. The worst part of this whole experience was when my sister and 12-year-old niece went to the restaurant to get something to eat, and this front Desk worker came over to the waitress and said "watch out for these people as they are very rude" this was where they were able to hear him. The waitress Alexia was however FANTSASTIC she responded to him "I'm not worried about them". The day after checking in I did come back to the hotel earlier than normal and the guy who checked me in the first night was there I asked him if there was a manager on duty I could speak with as we had such a bad experience with the other employee. He informed me that no one was on at that time but that they would be there that afternoon and he would be more than happy to let the manager know we needed to speak with him. I also let him know that the room had stained linins and the outlets where not working to which he immediately had Maintenace, and housekeeping come and fix. I did later get a call from one of the managers I believe his name was Sunny or Sam, he as well was very good he seemed to take our complaints seriously and said he would look into this as that behavior is not tolerated at their hotel and that there would be disciplinary action taken. Even though the remainder of the stay every other employee would great us and ask how things were going however this one employee would just stare at us with a glare while we came and went. Though the manager was extremely nice I would have thought that he would have offered some kind of compensation as we were spending A LOT of money to stay there for the week. Our family goes to this area multiple times a year 6+ as we fly out of that airport a lot and have numerous horseshows in the area each year, however after this experience our family is not interested in staying at this establishment again if this is how some of their employees treat...

grab some popcorn and settle in*

I accidentally left my sentimental baby blanket behind (yes I know don’t even go there) and called just hours after checking out (2 AM on 12/13) to request an immediate search in the laundry, as I knew I had left it on the bed. I explained how important it was to me, and the front desk assured me it would be found and a note would be left for housekeeping. This honestly isn’t even about my blanket anymore—I’m just disgusted with how I was treated.

I finally gave them a ring in the afternoon (around 1pm 12/13) and asked if they had seen it or looked in all the laundry. The lady was so monotoned and expressed no interest in helping me and stated “well it was probably thrown out” my heart sank immediately. The call ended and with my anxiety rising while still holding on to a shred of hope…I decided to call later in the night and the front desk associate reassured me again said they would rectify this and blah blah blah—finally gave me the housekeeping managers email (2 days later) for me to reach out to. Like what??? How many people do I have to talk to about this? Clearly no decent human beings work there. Time was running out but that’s when it started to become clear to me that they didn’t care—-I mean why would they—they already got my money.

I emailed the housekeeping manager right away explaining the whole situation and giving her exactly where I had left it asking if they would check with the housekeeper on duty that day and I even provided a picture of the blanket and explained that the only trash I had in my room was neatly tied up in a shopping bag on the floor. She did respond to me and said she checked with the housekeeper that day and that nothing was found (again it probably was just swept up in the linens like I had said 50 times before) she also stated she checked with laundry nothing there (yea nothing because staff who was laundering was most likely not notified right away when they came in) and then the linen closet?? lol like why would it be folded in there? But ok…days pass and I hadn’t heard anything still holding out hope since they kept telling me they’d find it. No luck— i called 12/23 at 5:00pm est and spoke to a very rude front desk “associate” I had asked them if the manager (Amar/Omar?) was still there since I was told by two different people that they would be there on Sunday 7am 12/22 and then again at Monday 3pm 12/23 and that they would give me a call—straight up lie just to get me off the phone by the way (shocker) saying he “did not have time to do this with me” refusing to let me speak to someone other than him and then he hung up abruptly.

I was completely shocked and infuriated at this point and started calling back—he continued to hang up on me and by the 5th call he placed me on hold to assist someone else. He finally got back on the line and was rude AGAIN. Absolutely disgusted that this is the way he was shown how to treat guests. Get some help my guy…

At this point, I would have appreciated a simple apology or acknowledgment, like "We threw it out, what can we do to make it right?" Instead, I was met with evasiveness, repeated emails, and lies. They clearly had no interest in resolving the issue. It’s a small hotel, and I doubt more than 15 people work there, so it’s not that difficult to ask around. I understand I left the blanket behind, but the way I was treated—after being so friendly during my stay—was appalling. Honestly, they should just eliminate their lost and found, since they don’t seem to care about returning guests' belongings. Someone made the decision to throw it out, and that decision has broken my heart.

My company has been notified never to use your services again. I won’t be using them personally either....

I had a horrible experience at this hotel in my birthday 2022. I checked in to the hotel right around midnight of my birthday. I made the reservation through Priceline which doesn’t offer the option to add a pet to your stay. The hotel host said”oh, you have a dog?” To which I replied “yes is that a problem?” And she retorted”well yeah because we can’t have dogs on the fourth floor so now I have to change your room and there’s a pet fee” I was fine with both these terms and she proceeded to stare at the computer blankly for next five minutes until I asked if everything was ok. She was taking awfully long to reassign a room in a fairly modest hotel. It shouldn’t take this long. As I said this a bunch of sky captains came in the front door creating a lot of noise. She turned and greeted them then turned back to me and informed me my reservation was cancelled and I would receive a refund. I called her a few choice names and stormed out exhausted and homeless for the evening. ON MY BIRTHDAY! I immediately got on the phone with Priceline to explain the situation which of course they just could not comprehend and were completely useless. Long story short I checked in but never even went to the room. I was told my reservation was canceled and I would receive a refund. Well here we are months later and still no refund. Priceline says they can’t help because the refund lies with the hotel. And the only person able to process a refund at the hotel is the one and only general manager(I find this hard to believe). Well the general manager is NEVER available when either myself or Priceline or chase card services calls so no refund. Now they are still fighting it with my credit card company. Ummm not going to be able to let Thai go because I’ve done absolutely nothing wrong. This isn’t right. The hotel knows it. I’ve contacted IHG corporate who gave me some points for a future stay and opened a case to have the hotel refund me. Well low and behold the decision ultimately lies with the hotel which we all know is unwilling to refund me. All I have to say is I’m getting my money back one way or the other and I will never stay at and Even Hotel or IHG hotel ever again and definitely will not be using...