Very expensive . Will use premier inn next time

Mrs Goodwin (Delta By Marriott Manchester Airport Hotel)

Everything worked just right

Mr Harrison (Delta By Marriott Manchester Airport Hotel)

Hotel was excellent, staff and drop off drive all friendly

Mr Park (Delta By Marriott Manchester Airport Hotel)

We have used your services many times over the years and up to present, twice this year. I'm afraid, this last occasion has left us feeling very unhappy. We traveled abroad and had a lovely holiday in Kos but when we returned we had a very bad experience with regards to the Marriott Manchester Airport Hotel. Our flight landed at approx 17.30 and we left terminal 1 at 18.20. At 18.21 I called and spoke to the operator at the hotel (option 8 ) who told us where we needed to go for the shuttle bus ( bus stop D ) and it would be approximately 15-20 minutes. We were there in under a minute and duly waited.......and waited.... I called the hotel at 19.12, spoke to who I believe was the same operator and she said she'd contact the driver to find out his location and put me on hold. She came back to the conversation and told me she was unable to get hold of him at which point I asked her when we would be allowed to get a taxi ourselves and they pick up the bill as we had been waiting in shorts and flip-flops for approximately an hour. She said it'd be under 5 minutes and she'd call me back. 10 minutes later I called the hotel AGAIN pressed option 8 as previously but the phone rang and rang and rang but no answer. She did take my number previously and I guessed she didn't have the right answer so decided just to ignore my call !! We took it upon ourselves to get a taxi and pay it when reaching the hotel and getting a receipt to prove the cost which was £10.50. We waited our turn to speak to the hotel receptionist to whom I explained what had happened and very quickly and without real question, told myself and my wife that she would arrange for the refund of the taxi fare along with an explanation via email last night what they were prepared to do to resolve the situation bearing in mind it was now approximately 19.55 and we were still in Manchester with a drive home of over and hour yet to do. She told me that last night there was her and her colleague who was the Duty Manager there so it must have been one of them I spoke to as she told me over the phone that the bus wasn't there so must be on its' way (she would have been able to see where the shuttle bus parks from reception). At bus stop D at the airport, there was only myself and my wife waiting for the bus so may be the hotel had decided that this didn't warrant scheduling a driver and left us to our own devices in the cold. This would have been fine if the hotel, when I first called explained this to us and we would have grabbed the taxi we foolishly waited for over and hour for. At the time of this message, we have yet to receive a call, email or any form of contact from the hotel and feel fully let down. The hotel boasts that it is perfectly situated, 2 miles and under 5 minutes from the airport...... It doesn't however, explain it's disregard for customers and the experience they receive. I feel that you, as a Company will get a better response from the hotel than myself trying (as at present they haven't done what they promised and if they ask, yes I've checked my junk folder) alone but I feel that they should investigate this internally as somebody there knows why the bus probably was never going to turn up for us and offer a full refund of our booking. N.B. whilst we were there also, we spent over £80.00 in their San Carlo restaurant !! Please can you or the hotel get back to me with your conclusions via the email address '[email protected]' Over the years we've used your services many times and this is the first instance we've felt the need to complain but we are feeling very let down by your partner on this occasion.

Mrs Mcclarnan (Delta By Marriott Manchester Airport Hotel)