"The stay at Clayton Hotel Manchester Airport began on a positive note, with staff assisting upon arrival due to mobility issues and confirming that help would be available at checkout if needed.
However, the experience quickly declined.
On the first night, a request for toilet tissue took multiple calls and over an hour to be fulfilled.
The following morning, repeated attempts to contact reception for assistance went unanswered. When going to reception in person, there was no staff present or bell to call for help, and several guests were left waiting or gave up. After around 20 minutes, a staff member appeared and stated he was the only person working despite the hotel being extremely busy. He refused to assist with luggage, even after being informed of disabilities, leaving guests to manage on their own.
After checkout, multiple unauthorised payment attempts (£60.12) were noticed from the hotel, despite the stay and parking already being fully paid. When raised with staff, it was explained that the parking system was malfunctioning, and the payment attempts would be cancelled. However, no prior warning or proactive action had been taken.
Additionally, the stay was impacted by an incident of racist abuse from other guests, along with disruptive behaviour outside the room.
Overall, experience was extremely disappointing, with poor customer service, lack of support for disabilities, failure to respond to guests, unauthorised payment attempts, and an unsafe environment."
