Mercure Manchester Norton Grange Hotel & Spa 4 stars

Reception messed up my preauthorisation on my card resulting in overpayment and no receipt available to be given to me. They said they would email me my invoice later in the day. Nobody contacted me at all. Poor poor service.

Very Happy with the service and the room and facilities

My stay was amazing as always iv stayed here over 8 times over the last 5 years amazing as always I was very upset that I had to pay £100 deposit when I arrived at the hotel for the room even tho it was payed for In full

My wife and I were attending a function at the hotel and overall it was a good experience. The staff at the function and at breakfast the following morning were all really cheerful and welcoming. The food at the dinner was excellent, which isn't always the case at such events but it was tasty and served warm with smiles all round. Nothing was too much trouble fo any member of staff. My only negative point was having set our alarm clock for 9AM we didn't appreciate a noisy house keeper vacuuming outside of room door at 8AM and crashing the vacuum in to our door several times making a noise after which we could not get back to sleep for that last hour. Other than that minor point, I would highly recommend this hotel

Rooms where so nice and staff were so friendly

Wonderful experiencing the family New year's eve party in the Hopwood suite. Beautifully dressed excellent buffet. All the guests were respectful. The staff were outstanding. Special mention to Dean not only did he provide exceptional service to all the guests. Nothing was too much trouble and the best bit about him was he always remembered what drinks we liked and what to recommend on the menu. He even made sure my son got to watch football on the 1st rather than him and his dad going off to the pub to watch it. Katie was exactly the same so professional kind and helpful. Parag and Juliet were very helpful on reception and fixed any problems we had. Carol and Enida looked after us at breakfast and again made us comfortable like the other guests. I used the spa everyday and the whole stay over new year was just bliss.

Really enjoyed the Gala night. Excellent meal, and entertainment. Beautiful rooms, spotless. Only negative (Big one). Couldnt believe bar ran out of beer after an hour into night. Whiskey on list not available, and prices rather high. Disappointed

Made welcome from our arrival. Nice room and enjoyed the pool/sauna once again. Recommended.

Very good service, especially from the lady in the bar area who very kindly arranged a table for us to eat at when the restaurant was closed.(Lots of larger tables were being occupied by single clients and we were a group of 4) sorry I did not get her name but would like to thank her.

Lovely night stay with my partner just before Christmas

From booking with Pauline and being looked after by Carol and Eneida the staff where terrific. We had 16 guests on the Boxing Day carvery the food was super and a good selection, We had a lovely Christmas with you please thank everybody for us. John and Barbara L..

very good, we stayed to nights then hand a fantastic meal with all our family for our Christmas meal which was amazing can,t speak highly enough the staff entertainment, father Christmas even popped in for the children

Room was ok, basic with all you need for an over night stay. Cleanliness was 10/10 the hotel and room were spotless. what was disappointing was I booked an over night spa stay direct with the hotel to be told my Package included a three course meal off the a la Carte menu, when we arrived at the restaurant we were then told we had up to the value of £30pp off the menu to spend and anything off the grill would be an additional £5, I don’t quite understand why there would be an additional £5 cost as a Rib Eye steak is £26 surely if you have up to the value of £30 to spend there shouldn’t be an additional cost? Especially after being told when booking that it included a 3 course meal off the a la carte menu not being told there were additional costs or an amount to Spend off the menu. The spa facilities were average after sitting on the top bench in one of the saunas you could see all the damage on the metal at the top of one of the saunas which looked like a health and safety hazard. The masseuse I had for my neck back and shoulder massage was a lovely Lady but I couldn’t help but feel sorry for her as all the way through my treatment she was coughing and sneezing as to much discomfort when trying to enjoy a relaxing massage and germs being spread all over me this wasn’t a relaxing experience I would have been happier if my treatment would have been cancelled due to I’ll health than have germs being spread all over me. The poor lady wasn’t well and sounded like she needed to be in bed not in work especially when being in such one to one direct contact. This was meant to be a relaxing Boxing Day treat for myself and my partner which we were both looking forward to and it turned out to be a miss selling of a service and I am now full of a cold which I believe has been passed onto me from the masseuse (which isn’t her fault) very disappointed.

Hotel looked beautiful,we arrived in the evening on Christmas Eve,the hotel had all the lights around the door and inside,it looked beautiful.We had a wonderful evening meal and the staff provided excellent service couldn’t fault anything

We have stayed in this hotel for the last four years on Christmas Day. We also had our wedding reception there in 1996. So we hopefully this will put in context what I am about to say. We were greeted by a very professional member of staff (his name began with A) on Christmas morning. We had booked three rooms one of which was a twin. We were asked if we had booked a twin even though our earlier email correspondence had confirmed this. The reception staff soon sorted an extra bed for the room so that was sorted. After booking in I felt like we had been overcharged so I checked the emails to find that we had been charged for 12 breakfasts not 6 so I went to reception again and this was sorted although he blamed the online system which seemed odd how an electronic system which clearly stated 6 breakfasts could suddenly change to 12 when you check in. We went to the bar for a coffee. This is one of the areas that needs looking at. One person serving and taking a long time. The queues started and people start muttering. But there are several other staff in and out of the bar - surely someone could have helped their colleague? Pre CHristmas dinner another queue at the bar! More mutterings from the people in the bar. This picture was exactly the same in 2018, 2017, 2016....... We eat elsewhere Royal Toby, but come back at night for a drink before bed. We had some food too, all of which was served well and the staff were friendly. However when I went back to the toilets two members of staff were arguing over who should be doing what in a public area - not very professional. The rooms were great clearly the hotel has undergone a facelift over the last few Years and it showed well done. The facilities are great too we look forward to our annual visit to the spa area. Breakfast was better this year too so again improvements have been made. The Norton Grange is a great place for us to meet as a family each year but staff training needs to be improved to ensure that people get served well. Slow service and unprofessional behaviour can put people off. Just go to the Royal Toby to see Heath I mean. They served over 300 people in three restaurants on the same day. Their bar staff can cope with more that one person at a time. Hopefully you will take note of the feedback and we look forward to an improvement again in 2020.