Premier Inn Manchester - Heaton Park

Rachel at reception made a real difference to our stay. We arrived close to midnight and realised we’d forgotten to say that all three beds needed preparing. She was the only one at the front desk, but still came up and sorted the extra beds for us. She was patient, understanding and so friendly the whole time. Nothing seemed like too much trouble, even that late. Thanks so much, Rachel, you were amazing.

The location made getting around easy, and the stay itself was smooth and enjoyable. Our room was spotless, comfortable and clearly well cared for. The staff were genuinely helpful and friendly throughout. I’d happily come back and recommend it.

Breakfast was a mess: no plates, glasses, cups or milk, burnt hot food, and a long queue for the single hot-water machine serving around 60 people. The toaster took three minutes for one slice. It felt like nobody was in control. Our night was just as bad. We complained about the noise from the room above, but were left to deal with it all night and slept terribly. The restaurant gave us completely wrong details about a dinner deal, so we paid for something that turned out to be nothing like what we’d been told. Staff seemed unsure of what they were doing, and the manager was incredibly rude and unhelpful. There was no accountability or care. The place was filthy, from the floors and reception to the walls and toilets. Cleanliness standards weren’t met, and the restaurant was barely better than a fast-food outlet. I wouldn’t recommend this place to my dog. Book somewhere else. At best, it was a one-star stay.

We had a wonderful stay. Mary at the front desk was so welcoming and helpful, looking after everyone with a lovely manner even during the awful heatwave. Fantastic service!