Hotels, where do I start? Well, I basically began this blog because of my absolute love for staying away and finding the perfect place to stay with the customer service to match!
It was February and I was planning a weekend trip away to Manchester for a 30th birthday surprise. Man United game, drinks, Manchester shopping all planned I just needed that ideal hotel to top it all off so I decided to browse booking.com. After hours of comparing hotels, location and prices I came across ‘The Place’ and instantly fell in love with the images provided though I couldn’t be fooled by a sales image (of course the best ones are chosen to attract the audience!)
I checked out their website and I was set – this is the one! I clicked ‘book’ and chose the dearer option of ‘book now – pay later, free cancellations up until the day before’. As it was late, I closed the laptop for the night and continued with the planning the next day.
Now, as this was for a big birthday I had to keep on top of my plans and my booking with The Place, I also had a few special requests which I needed to ensure were prepared upon arrival. I decided to call the number of the hotel provided and here’s my customer experience..
The Phone Call
Call answered by receptionist, “Hello, The place – Manchester, how can I help?” (the receptionist sounded prepared to take a call and welcoming)
“Hi, I’ve booked a room and need to know if you provide any special requests. Do you have a guest relations team?” I ask. “I can look into your request for you”, she replied.
What I needed
- Prosecco & glasses, balloon & banners on arrival
- The prices and when they need to be paid for
- If I can pay my total price of the room bit by bit
- What the room I will be staying in looks like and the amenities
- Is a late check-out an option
- Is the hotel near the train station and how far?
I honestly can not fault the woman on reception who dealt with my call! She answered all of my questions and then some. All of my requests were met and The Place hotel went the extra mile for me every step of the way and I didn’t feel like I was asking too much or being as difficult as I knew I was being (or could have come across as). I felt like my call was dealt with professionally and with care, they understood my needs and exceeded their service.
I walked from the train station and a few minutes later I arrived at the reception of The Place, absolutely stunning! Great location! I was greeted quickly with a smile and soon checked in to my lovely hotel apartment. When I entered, everything (and I mean everything) I asked for was there, waiting. Banners put up in the living room ‘Happy 30th Birthday’, TV on in the bedroom which created a lovely atmosphere to walk in and Prosecco chilling in an ice bucket with two champagne flutes and just next to it was a lovely ’30’ helium balloon bobbing around. The interior was exposed brick, the size of the apartment was more than big enough, so clean and so homely, cosy and comfortable. The living room was also beautiful with wooden floors, red couches, dining table and again, peaceful and relaxing atmosphere.
Check out my experience for yourself – not only were my requests dealt with on the telephone, they were consistent through e-mail contact and really, I felt they couldn’t do enough for me. Below are some of the e-mails to show exactly what I mean.
Thank you The Place – Manchester for your outstanding experience. You were fantastic.
Your customer service, hard work and dedication has not gone unnoticed!
Why not choose Manchester and stay with The Place Aparthotel on your next trip away, you won’t be disappointed.