Disappointing, with the world of hotel stay rebooting, Hilton had an opportunity to step up customer training and levels of service. As a Diamond member (lots of work travel before I retired) I booked my first stay in over a year and Hilton Manchester Deansgate, many staff not wearing masks (I know this is not mandatory but some of us continue to want that safety). Of the 3 lifts only one was working, impossible to socially distance (response from hotel - our lift contract does not cover the weekends). Being Diamond was upgraded before the stay on the app and checked into a upgraded room, at checkin the hotel downgraded the room as “we had a chance to sell the higher grade room” makes great business sense, but expectation setting is not good. Room was ok, clean, but this hotel is getting a little tired and the staff need a bit more training. The hotel is very very busy is not an excuse for showing stress to the guests. Great location, OK rooms at the lower level (small beds), looking a little tired and Hilton Deansgate needs to decide how they are going to make guests feel safe in a world where the pandemic is not yet finished. Cleaning rooms is great, but if you are on a high floor and only one lift, with some of the staff not wearing masks. My confidence is not high and I have cancelled my other bookings at this hotel.
