Manchester Airport (Heald Green) hotel

Hotel is now outdated and in need of a refurb, advertised as wifi but wifi is a bloody, joke could not get on it, staff are wonderful. Always on hand to help

My family and I were meant to arrive at Manchester Airport at around 1am following an international flight. We’d booked a one night stay at Premier Inn Manchester Airport Heald Green. I was travelling with my wife and two children (aged 6 and 2). Before arriving I called the hotel from abroad to let them know we’d be checking in during the early hours and asked for a cot for one of the rooms, since we were travelling with young kids. The call was intended to help make sure everything would go smoothly on arrival. Unfortunately, our flight was delayed, so we didn’t reach the hotel until nearly 3am At check-in, the room itself was dated but fine. However, when trying to settle our youngest, we found the cot they’d provided was broken with a visible hole in the base. I’m not someone who complains lightly and generally try to work through issues where I can, but the damage was so obvious it really made me question how it had ever been approved for use. I went back to reception, where the only staff member on duty (a polite man that was understandably stretched ) handed me another cot to set up myself. Unfortunately, this one had a solid, hard base, which was completely unsuitable for a child to sleep on comfortably or safely. I ended up using one of the single bed’s duvets to pad it out. That left us short on bedding, which meant yet another trip to reception. Again, the staff member did his best and helped me get more covers, but when I asked for a double duvet to make up for the disruption, I was told there weren’t any available and was handed three thin blankets instead. By then, it was 4am and despite Premier Inn’s promise of a “Rest Easy” experience and their “Good Night Guarantee,” comfort was nowhere to be found. I completely understand our arrival time was a bit out of the ordinary but the lack of preparation and poor facilities were totally within the hotel’s control and ended up causing an added frustration and exhausting night for all of us. And the problems didn’t stop there. The following morning, running on very little sleep and hoping for a bit of breathing space before driving back to Scotland, I tried multiple times for nearly an hour to reach reception to ask about a late check out. I got no response. I eventually went down and found it completely unattended. Another guest confirmed they’d also been waiting for some time. Eventually, a staff member named Emma showed up. I explained everything we’d dealt with, but was told that nothing could be done. A late check cannot be offered, regardless of the circumstances. This is unacceptable, given the circumstances, I feel it’s only fair to request a full refund and appropriate compensation. Premier Inn’s stated guarantee wasn’t upheld, and this experience was, unfortunately, one of the worst I’ve had despite being a frequent and loyal customer of Premier Inn across the UK. To be honest, I’m really disappointed. After everything we went through, I don’t think it’s unreasonable to expect Premier Inn to own up to the situation and sort it properly. I’ve already submitted a formal complaint, and once I hear back, I’ll be posting a follow up review. I won’t accept anything less than a full refund. Premier Inn’s promises of a “Rest Easy” experience and a “Good Night Guarantee” weren’t upheld in any way, and we deserve to be compensated properly. I’ll be pursuing this further if the response that comes back is some generic excuse or dismissive reply. People deserve to know how it gets handled.

Family room big enough for 4 plus 4 suitcases. Room looking tired Uncomfortable bed with super hard pillows and being summer duvet heavy winter type that's too hot. Didn't sleep well at all. Receptionist kind and helpful, greeting well with information. Didn't use restaurant

Good: Great view of the aircraft flying by from my window (My trip was to go planespotting) Comfortable and clean bedding Bathroom was clean Powerful fan which was needed Friendly staff Not so good: Despite signs saying "tiptoe" along the corridor, throughout my stay, a certain door kept being slammed shut which would shake the whole room and make me jump. I'm guessing it was a staff door or maybe the emergency exit door down from me, as I saw that was open quite a lot. Wi-fi - I paid for stronger wi-fi but wasn't any better, it only worked 20% of the time which was frustrating Room was a bit grubby, lots of marks on the walls and the window was dirty

Room was filthy pillows damp like bricks smell of damp bathroom great for 2 foot tall people if I hadn't just done a long flight and arrived at midnight I would have walked out family room tiny worst breakfast took over 1 hour to arrive only 6 tables in poor staff member running around on her own