Quay Apartments

I was told 10 days before arrival that they couldn’t accommodate me, even though I’d booked on 22/2. The first explanation was an emergency beyond their control, but they wouldn’t clarify what had happened when I asked. Then I was told my booking counted as local, which they don’t accept. I live in a different county, nearly an hour’s drive away. Pointing to the terms and conditions doesn’t settle it when they don’t clearly explain what counts as a local booking. Very disappointing service.

I was left stranded in Manchester and lost £111 after being refused entry and not booked in by Hamd. He was extremely rude and unprofessional, and wasn’t helpful when I called for directions. I was new to the city and already in the area, but the building was hard to find, so I rang the customer service number. He refused to guide me. He also wouldn’t give his surname or send me the terms and conditions. I’d booked one night for two guests. Customer service was very poor, and I’ll never recommend this place. If you see this, don’t book here, just run.

We booked one of the apartments on endeavour way through booking.com, but on arrival found that parking hadn’t been booked. The security door to the block had been kicked in, and the apartment wasn’t clean. The vendor offered a refund and apologized, saying my family and I could book elsewhere, then went back on that offer. That also meant I couldn’t leave a fair review on booking.com. Best avoided.

I paid in full for a booking made four days before my arrival, as I had several work meetings. Then, two hours before check-in, while I was on my way, I got a call saying it had been cancelled. They said this was because the address I entered was in Manchester and they don’t allow local bookings. I spoke with the manager and explained that I used to live in Manchester, but now live outside the city for work. I’d entered my mother’s address because I was staying with her when I booked. I’d also exchanged several emails with the apartment managers about a late check-out and other things, but no one noticed the Manchester address until just before check-in. The manager said the rule was in the T&Cs and I should have read them. I accepted that I hadn’t checked the conditions, but asked why the website lets local residents enter a Manchester address and pay, only to be disappointed at the last minute. I also said the team had four days to flag the issue, so the apartment shared some responsibility. Since I’d paid in full and they probably couldn’t book the room again with only two hours’ notice, I asked them to let me stay this once. The manager admitted they’d also failed to spot the detail, but said it was a strict policy and cancelled anyway. Horrible experience, and I wouldn’t book here again or recommend it. Read the T&Cs carefully if you still book, to avoid nasty surprises.