Holiday Inn Express & Suites Manchester-Airport by IHG — Hotel in Manchester

Unfortunately my experience here was horrible. The general manager has a very nasty customer service attitude toward guest. When I arrived to check in and was waiting online he was already on the phone aggravated with a guest who has stayed past their checkout time. I gave my name and Id and he told me I had to pay $100 for incidental fee which wasn’t advertised on the website I booked on. I expressed to the general manager that the card on file might not have enough on it for the extra fee and I was confused. Instead of kindly offering different options on how to pay(which I was already pulling out my other card) this rude general manager shrugged his shoulders in a very non caring attitude which then made me very uncomfortable and I asked why would he shrug his shoulder at me instead of kindly explaining other payment options. He then lied and said I shrugged my shoulders first. I asked him to rewind the camera so he can see his actions on real time he then told me he doesn’t have time to look at the camera for this nonsense. I’ve already booked my room and I’m not from the area so now I feel helpless and have no choice but to stay. As he goes to swipe my card for the “incidental fee” he now is saying I have to pay an extra $50 for 3rd partying booking. But little did he know the gentleman that was checking in right next to me was my brother in law and we booked on the same 3 party website and my brother in law was not charged the $50 3rd party fee by the woman checking him in. The general manger couldn’t explain to me why I was being charged this fee. He has very poor customer service and before he tries to say I was “upset” about the incidental fee the camera shows I already was pulling out my card to pay for it before he shrugged his shoulders at me. I will also be calling HR to make a formal complaint. I felt the need to wait and express my uncomfortable experience until the incedental fee and 3rd party fee was put back on my card in fear this general manger might try and lie and say I couldn’t get my $150 back because he clearly was having a bad day already and chose to be unfair about his job to make one guest pay a “$50” 3rd party fee but not that other guest that was checking in same time and booked from same 3rd party website. My brother in laws incedental fee was automatically put back on their card soon as they checked out, my fee took 1week and some days to be put back on my card. This general manager needs extensive training on how to treat ALL GUEST THE SAME AND NOT LET ONE INDECENT ROLL OVER TO...

My family has been coming here for many years and we love to celebrate special occasions here. We always love to get a hot tub suite and it's always a relaxing, amazing time. The staff and room was great. But the amenities were closed, and there was a super wild group that took over the hotel this particular time. It was my birthday and we drove 2 hours from the Cape to come stay and have a fun time. We got there to see pool was unexpectedly closed. We did get an email saying it would be back open 3/13, but we came 3/18 and it was still closed. If we got accurate information, we would have rescheduled. Anyway the hockey teams were rowdy and wild til past midnight. Running down the halls lile a stampede of elephants and screaming and yelling also. They were playing tag and a game called "manhunt" which involves banging on every single door apparently looking for the hiding player. It was obnoxious and horrible. We were bot able to sleep at all, and we weren't able to use the pool or hot tub either. The pool they offered om Brown Ave was closed the 19th bc a hockey team had an accident in it. And when we used it on the 18th it was so crammed and packed with kids yelling and splashing and the kids had the showers just running for no reason so my 5 yr old slipped on the wet floor and got hurt. Kids were throwing toys from the pool to hot tub causing tons of splashing. So needless to say we decided to swim the 19th instead om brown Ave and it was closed then too. We showed up with our 2 kids all in our bathing suits thinking we are going to swim and we're told it was closed and nothing could be done. And hearing this news on 0 hours of sleep already having a horrible experience was just awful. Now usually we have an amazing time here and always LOVE to visit and stay here, but this was just very abnormal and not even worth $1. Nate the G.M was kind once we finally got a hold of him after leaving messages with 3 staff members and notes, (we never did receive a call back we had to call a 4th time). He was able to comp a portion of the stay but to be honest this time it was not worth any amount of money. We usually have a wonderful quiet night of sleep and a super fun time in the amenities, but did not get any of those things this time. I'm happy to pay full price for the experience when it is positive, but this was a nightmare...

I stayed for about a week and a little more and my ENTIRE stay I was greeted with smiles and helping hands. I could have my pets with me which was HUGE and they were even nice to my dog too! Two separate nights the overnight staff Mansoor allowed my girlfriend son and I too swim past the closing time for the pool which was exceptionally cool to me and to my family because we loooove the pool and didn't have much time earlier in the day to swim so that was soo nice of him because he could have been angry and rude and instead he was KIND, SMILING, AND INCREDIBLY KIND TO MY ENTIRE FAMILY! When u walk into the hotel it smells clean and like a pool room and if u love that smell then it's fine however if u are not a fan of chlorine it might bother you a bit. There is a $40 PER PET PER NIGHT fee which I thought was a bit much if you're staying as long as we did I wish they had a set number that it cannot go above such as $120. And it is non refundable as well so that's the ONLY reason I gave 4 stars. Hoor is one worker in particular that is beyond EXCEPTIONAL at her job. She is sooo polite and very soft spoken kind young lady. She lets you know all the details you need to know offers complimentary waters and coffee and I just wanted to give her some special recognition because SHE DESERVES IT! And the other thing is u ALWAYS see the workers ACTUALLY working I've been too many hotels (as my husband and I enjoy traveling VERY much) and this is most definitely the most clenliest and family oriented hotel I've been too. The pool is too shallow for my preference however it makes up for it in temperature it's perfectly warm and there's a hot tub which are BOTH EXCEPTIONALLY CLEEEEEAN! I'm checking out tomorrow I believe and I will miss it here! So thank you sooo much for the amazing hospitality and great personality filled workers this hotel has! My family WILL be...