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Reviewed 5 August 2018 via mobile

Stayed at the garden inn last weekend for one night with my little girl. I had booked a family room and requested a travel cot also as she is still in her cot at home.

Check in was was quick and was given all info on eating times. Room was clean and welcoming. Travel cot was made up, it was a small travel cot and little one couldn’t stretch out but given she was exhausted she slept peacefully. The shower in the morning was powerful .

We ate dinner in the restaurant and the staff were very polite and quick to serve our food. They even searched for crayons for my little girl. Breakfast had plenty of hot and cold options and even a waffle maker. Only managed half as they are very big. I would def stay here again.

Stayed: August 2018, travelled with family
Thank Pinstar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, General Manager at Hilton Garden Inn Manchester Emirates Old Trafford, responded to this reviewResponded 6 August 2018

Dear Pinstar

Thank you for the positive review of the Hilton Garden Inn, Emirates Old Trafford.

The team and I are delighted that you enjoyed your overnight stay at the Hotel and that the team made you and your young family welcome during your stay with us.

We appreciate your efforts about our family friendly team and the efforts the Restaurant staff went to. It is always pleasing to hear positive comments about the hotel staff and the service we provide.

We look forward to welcoming you back to the Hotel in the near future for another enjoyable stay.

Kind regards,
Michael Hewson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2018 via mobile

Stayed here for one night, didnt come for the cricket but only for an evening out in Manchester. Was greeted nicely and check in took only a few minutes which is always helpful. Free parking also, which was great as most hotels charge a ridiculous fee. The rooms were spacious and were extremely clean. Had all the essentials - big shower, kettle, iron etc. Would definitely recommend if staying in Manchester as its only a 5min drive into the centre.

Stayed: August 2018, travelled as a couple
Thank ruksm22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, General Manager at Hilton Garden Inn Manchester Emirates Old Trafford, responded to this reviewResponded 6 August 2018

Dear Ruks M

Thank you for your positive review of the Hilton Garden Inn, Emirates Old Trafford.

The team and I are delighted that you enjoyed your stay and we look forward to welcoming you back in the near future.

Kind regards,
Michael Hewson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 August 2018 via mobile

Booked this hotel at the very last minute of travel and truly surprised by how accommodating the staff are and how polite they were to meet our needs. Arriving at 9pm and tired besides we have a 7 month old who needed a cot or crib and had forgotten to mention so in our booking. Once we got here the concierge kindly asked us to check our room first just in case they made the sofa bed, staff would have to come and put it back before pushing the cot in. The cot is more square than long which was alright for us since our little one does 360s and we're grateful they got us it so quickly. Breakfast is good for all types of morning eaters and being next to the cricket ground there's plenty of free parking. Just needed to validate our ticket when leaving and that was all. Overall great in all aspects. Definitely would stay here again!

Stayed: August 2018, travelled with family
Thank maggies925
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, General Manager at Hilton Garden Inn Manchester Emirates Old Trafford, responded to this reviewResponded 2 August 2018

Dear Maggie S

Thank you for your positive review of the Hilton Garden Inn, Emirates Old Trafford.

The team and I are delighted that you and your young family enjoyed your stay with us and that the hotel staff looked after you all.

We look forward to welcoming you back in the near future.

Kind regards,
Michael Hewson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 July 2018 via mobile

Booked this hotel for myself, partner and little boy. Chose the family room which stated this would include a king size bed and cots were provided at the hotel free of charge. At this point it also asked for the age of the child, which I clearly entered as 1 year old. All of this information was included in the confirmation email that I received. Unfortunately on check in at half 3 on the day of arrival (earliest check in is stated as 3pm) we discovered there was no cot in the room, but instead a sofa bed had been set up, which given the gaps between the mattress and the sofa arms and the visible mechanisms of the sofa bed in these spaces, was clearly not at all safe for a small 1 year old to sleep on. On asking for a cot bed instead we were advised they were all in use and so they could not provide one and that cots were ‘subject to availability’. This information was not provided to me at any point during booking, nor was there’re any indication that I needed to call in advance to double check the details of my booking. On further complaining, they advised they would ring other hotels and try to get us one. After hearing no more we checked with reception again who advised they would get us one but hadn’t managed as yet. After further waiting and checking again we were then told they’d tried everywhere and we couldn’t have one as no one had one available. After asking to raise my complaint to a higher level and explaining how clearly unacceptable the situation was, they called back 20 minutes later and had managed to find a travel cot to borrow from a nearby hotel. This finally arrived to our room at 9pm, by which point we had an over tired toddler and the whole situation had caused us a fair amount of upset and ruined our evening away. To make matters worse, we had ordered drinks at the bar earlier in the day and asked to have them put on the room bill. After sitting down the waitress had come over to us and explained no account was open on our room (this wasn’t offered on arrival and if it had been is always something we do choose to take up), so could we pay cash instead. We of course obliged. Only to have a letter put through our door overnight stating we had an outstanding balance to pay and could we do so. This was settled but again an unnecessary inconvenience and not something I would expect of a Hilton group hotel. Also worth noting that the hotel do not provide whole milk at all, which is surprising when they seem to advertise family rooms and prior to staying there seemed to be entirely family friendly. Unfortunately we had to buy our own whole milk for our little boy, despite being charged for his breakfast to be included. I would strongly suggest families with young children consider alternative accommodation as from our experience the hotel was not at all equipped/ prepared for toddlers and we have been left extremely upset and disappointed with the Hilton name.

Stayed: July 2018, travelled with family
1  Thank Emlou05
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, General Manager at Hilton Garden Inn Manchester Emirates Old Trafford, responded to this reviewResponded 13 August 2018

Dear Emlou05

Thank you for your review of the Hilton Garden Inn, Emirates Old Trafford. It is clear that on this occasion we fell short of the mark and did not meet your expectations.

Your booking was made through Expedia and I wish to confirm that the Hotel Reservations Team have reviewed how booking information provided to them, passes through to the Hotel systems. The issues you faced in the Restaurant and Bar are unacceptable and have been addressed.

It is regrettable that we did not have the opportunity to address your comments neither during your stay nor upon departure from the Hotel.

After some investigation following the posting of this review, the team were able to ascertain your contact details and I have reached out to you via email, too which sadly a response has not yet been received.

For your benefit and that of future readers, we hope the other reviews on TripAdvisor (both prior to and following your visit) highlight that your experience was out of the ordinary and was not in keeping with the majority of our guests who are pleased with their visit with their families.

We hope that on a future visit to Manchester we will have the opportunity to provide you with a more enjoyable experience.

Kind regards,
Michael Hewson
General Manager

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Reviewed 26 July 2018

We stayed here for The Roses clash and were not disappointed. We had room 104 which has a large balcony where we sat and watched the game. The room was spacious and impeccably clean as was the bathroom. The staff throughout were clearly on a mission to ensure you enjoyed all the facilities. All in all an excellent stay and we will definitely return.

Stayed: July 2018, travelled as a couple
Thank PhilB505
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Michael H, General Manager at Hilton Garden Inn Manchester Emirates Old Trafford, responded to this reviewResponded 26 July 2018

Dear PhilB505

Thank you for the positive review of the Hilton Garden Inn, Emirates Old Trafford.

The team and I are delighted that you enjoyed your recent visit to the Stadium and we look forward to welcoming you back in the near future.

Kind regards,
Michael Hewson
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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