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“Privilege Room? More like privilege to be disappointed”
Mercure Manchester Norton Grange Spa的点评
点评：We stayed here for what was meant to be a short honeymoon getaway, and honestly, it couldn’t have been further from what we expected.
We booked a privilege room and were met with poor cleanliness, worn and damaged furniture, and mould inside the minibar fridge. Not exactly the standard you expect when paying extra.
Room service was one of the main reasons we chose this hotel, due to my wife’s medical condition following a failed surgery. After being told about a reduced menu, I made multiple attempts to order and couldn’t get through to anyone. We ended up ordering externally, waiting over 2 hours, only for it to be cancelled. Completely defeats the purpose of offering “room service.”
Noise was another issue — banging in the hallway during the night, followed by constant disturbance from cleaning equipment going room to room.
What made things worse was how the complaint was handled. The area manager initially dismissed the concerns, stating they had received “different feedback” from staff, which raises serious concerns about honesty and accountability. I attempted to provide photographic evidence (including the mould), but was unable to send them due to their system not accepting the files.
To top it off, management are now unavailable until 19th May, leaving this unresolved. Given the lack of response and accountability, I am now considering a chargeback through my card provider.
We live less than 2 miles away and chose this hotel specifically for a relaxing break — instead it turned into a frustrating and disappointing experience.
I would strongly advise others to think twice before booking, especially if you’re expecting the standards advertised.
We booked a privilege room and were met with poor cleanliness, worn and damaged furniture, and mould inside the minibar fridge. Not exactly the standard you expect when paying extra.
Room service was one of the main reasons we chose this hotel, due to my wife’s medical condition following a failed surgery. After being told about a reduced menu, I made multiple attempts to order and couldn’t get through to anyone. We ended up ordering externally, waiting over 2 hours, only for it to be cancelled. Completely defeats the purpose of offering “room service.”
Noise was another issue — banging in the hallway during the night, followed by constant disturbance from cleaning equipment going room to room.
What made things worse was how the complaint was handled. The area manager initially dismissed the concerns, stating they had received “different feedback” from staff, which raises serious concerns about honesty and accountability. I attempted to provide photographic evidence (including the mould), but was unable to send them due to their system not accepting the files.
To top it off, management are now unavailable until 19th May, leaving this unresolved. Given the lack of response and accountability, I am now considering a chargeback through my card provider.
We live less than 2 miles away and chose this hotel specifically for a relaxing break — instead it turned into a frustrating and disappointing experience.
I would strongly advise others to think twice before booking, especially if you’re expecting the standards advertised.
翻译：我们原本计划在这里度过一个短暂的蜜月假期，但说实话，这和我们的预期相差甚远。
我们预订了一间尊享房，结果却发现房间卫生状况很差，家具破旧不堪，迷你吧冰箱里还有霉菌。这完全不是我们额外付费应有的服务标准。
客房送餐服务是我们选择这家酒店的主要原因之一，因为我妻子手术失败后身体状况不佳。在被告知菜单有所缩减后，我多次尝试点餐却始终无人接听。最终，我们只能在酒店外点餐，等了两个多小时，结果却被取消了。这完全违背了“客房送餐服务”的初衷。
噪音也是一个问题——夜里走廊里传来砰砰的撞击声，之后清洁设备挨个房间的噪音也令人难以忍受。
更糟糕的是酒店处理投诉的方式。区域经理最初对我们的投诉不予理睬，声称他们收到了员工“不同的反馈”，这让人严重质疑酒店的诚信和责任心。我尝试提供照片证据（包括霉菌照片），但由于他们的系统不接受文件，我无法发送。
更糟糕的是，酒店管理人员现在要到5月19日才能联系上，导致问题悬而未决。鉴于他们缺乏回应和责任感，我正在考虑通过我的信用卡公司申请退款。
我们住在离酒店不到两英里的地方，特意选择这家酒店是为了放松身心，结果却变成了一次令人沮丧和失望的经历。
我强烈建议其他人预订前三思，尤其是如果您期望达到广告宣传的标准。
我们预订了一间尊享房，结果却发现房间卫生状况很差，家具破旧不堪，迷你吧冰箱里还有霉菌。这完全不是我们额外付费应有的服务标准。
客房送餐服务是我们选择这家酒店的主要原因之一，因为我妻子手术失败后身体状况不佳。在被告知菜单有所缩减后，我多次尝试点餐却始终无人接听。最终，我们只能在酒店外点餐，等了两个多小时，结果却被取消了。这完全违背了“客房送餐服务”的初衷。
噪音也是一个问题——夜里走廊里传来砰砰的撞击声，之后清洁设备挨个房间的噪音也令人难以忍受。
更糟糕的是酒店处理投诉的方式。区域经理最初对我们的投诉不予理睬，声称他们收到了员工“不同的反馈”，这让人严重质疑酒店的诚信和责任心。我尝试提供照片证据（包括霉菌照片），但由于他们的系统不接受文件，我无法发送。
更糟糕的是，酒店管理人员现在要到5月19日才能联系上，导致问题悬而未决。鉴于他们缺乏回应和责任感，我正在考虑通过我的信用卡公司申请退款。
我们住在离酒店不到两英里的地方，特意选择这家酒店是为了放松身心，结果却变成了一次令人沮丧和失望的经历。
我强烈建议其他人预订前三思，尤其是如果您期望达到广告宣传的标准。
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