Kelsall Packages (Flight + Hotel)

We travelled all day to get to Manchester. We arrived at the Portland to an underwhelming welcome by Irina. It was not immediately obvious we had arrived at reception as a woman was working on a laptop on a simple bench. It appeared we should have known that!!! We actually were at reception but you would never know it! There was not a smile, greeting or acknowledgement from Irina that we were unimpressed. The hotel was quite expensive therefore we would expect a better customer experience. Irina is in need of training or to be replaced by someone who actually likes the role. Unfortunately this soured our stay from the start. We are not in the habit of complaining but we felt so strongly about the poor customer surface we have had to comment.

Staff very friendly, has a really cool vibe and a good location for shops etc

The room was great. Lovely ambience. Breakfast was great. The living room TV however was a disappointment cos it was not smart. That definitely needs improvement. However, overall it was a good experience.