Hilton Garden Inn Manchester Emirates Old Trafford

Stayed here New Years Eve- arrived mid-afternoon to chaotic scenes as the Front Desk were unable to issue keys to guests so team members were having to escort guests to rooms which was clearly time consuming.

After waiting in line for approximately 10 minutes, our check-in was only partially completed by one team member before another had to take over due to a phone call regarding the key system. While I understand that the key system issue was a priority—especially as we were told the systems had been down for most of the day—I’m sure the additional minute it would have taken for the team member to complete our check-in would not have made a significant difference and might have made a difference to our check-in experience.

We found that the Front Desk staff were overly pre-occupied by the key issue so failed to mention any of the basics you’d expect i.e breakfast times, which restaurant would be open etc. There was also no recognition of Hilton Honors status nor a ‘welcome back’. Thankfully we’ve stayed at this hotel on a number of occasions so we know our way around the hotel but the location of breakfast had changed and being New Year the restaurant opening times were different to the normal Mon-Fri hours which we found out independently.

I suggested to the Front Desk that I requested a Digital Key through the Hilton Honors which fortunately worked so we were able to make our own way to our room- we didn’t return back to the Front Desk for another key as every time we passed there were several other guests queuing.

We were allocated Pitch View rooms in Building 1, whilst these are clean & comfortable they’re certainly starting to show their age now and in need of some TLC- balcony door handle hanging off, lampshades not sitting flush, sink tap loose, stained carpets, broken TV remote, noisy air conditioning, fridge that was barely cold etc.

After going to the wrong restaurant for breakfast, we were pointed to the Edge Restaurant where breakfast was being served. The corridor from the main building to the new building was absolutely freezing and clearly the one radiator meeds a rethink. We entered the practically empty restaurant and stood waiting for several minutes before a team member very casually walked over to us, we pointed to our room number from the list of names & room numbers that were just casually left for anyone to see and were told to sit anywhere and help ourselves.

This hotel was always our first choice, it’s great for parking and access to Manchester City Centre is very easy with the tram stop just seconds away from the front door.

However we feel that this hotel is really is starting to lose its shine we’ll probably pick the Doubletree at Piccadilly or try the new Hampton by Hilton at Deansgate when it opens later in 2026.

We were invited to the stadium business conference. Hotel and rooms great. Bar staff (or one member, which rubbed off on others) were rude and made us feel very unwelcome. It became a joke about how rude this person could. Appalling behaviour from someone in the service industry.

Can not thank Hilton enough for heir incredible service - in particular Mustafa from the front desk! I can not thank him enough for going above and beyond! I am over the moon to have my items back - THANK YOU THANK YOU THANK YOU x

I booked this hotel primarily for business but also to watch sport in the bar in the evenings. After all, it's the home of Lancashire cricket, and indeed a venue for England as well. Plus there are a number of football teams in the area.

I checked in on the 2nd December and met my son in the bar. We decided to have a bar meal which is ok.

Alas, no football to watch as Management had decided to get the sports channels switched off. (Remember where we are!).

My son received his pizza fairly quickly, and after another 15 minutes had passed, I asked the young lady behind the bar if my food would be much longer.

She quickly scuttled off and immediately returned with my food, and a bluff that it had just been cooked. It was all cold. I didnt want to cause a scene with my son present, as we see each other infrequently.

The morning that I checked out I asked a young man behind the desk if I could leave my car in the car park until 3pm as I had business in the city. The car park was also very quiet. He immediately shook his head and kept on saying 'no it's match day, no it's match day, no it's match day. I did mention that whatever match he was talking about probably didnt kick off until 8pm, and I would be gone by 3pm. This was met with complete distain, and another no its match day comment.

The attitude of pretty much every member of staff at the hotel was not a positive experience, and there is clearly something amiss right now.

I used to love staying here but right now I think I will go elsewhere until I hear that it has changed back to being a nice and welcoming hotel to stay at. And maybe have the sports channels reactivated at the home of Lancashire cricket!

By far the worst hotel i have ever stayed in. (We drove 5 hours from scotland to come here) At first we got told our room wasn’t ready yet and waited 40 minutes for our room to be ready and then only gave us one keycard so if one of us wanted to leave we would have to sit in the dark?? as well as that the hotel room was dirty and had stains on the headboard and all over the walls. So we got a room change and tried to open the door to our new room and SOMEONE ELSE WAS ALREADY IN THE ROOM?!!!!!! TOTAL BREACH OF PRIVACY. We had got a room key for someone else room!! at this point it’s been over an hour we’ve waited and not even got a room yet after driving 4 hours. So we phone reception and the lady comes up and apologises and gives us complimentary two free drinks which was a waste as one of us doesn’t drink alcohol so was pointless and we are now on our third room and it will still very dirty at that point we just had enough!! I don’t think two free drinks will make us subside us waiting an hour and half for two dirty rooms and been given someone else’s room!! Would highly recommend NOT staying here!! the photos don’t do it justice of how dirty the place was!!!!

We travel all over the world and have never been treated so badly.Upon arrival we received one room card only so when my husband went out I had to sit in the room without electricity.The card was needed to activate the lift.Second issue was wifi connection.I was told I can't connect my wifi for security reasons.Finally when we got back from the city we found out that fridge wasn't working because the power cord was unplugged without any power socket next to it.When we showed the photo to recepcionist named Chris he got mad and started threatening to throw us out of the hotel.He wasn't even bothered resolving the problem at all.In this situation we were forced to leave this place on Saturday 8p.m to find another accomodation.We would like to thank security guard Manuel,the only person with empathy who tried to help us.Avoid this place.Hilton 4 star hotel ?? - joke !!

We didn’t actually end up staying at this hotel as we unfortunately had to cancel due to illness meaning we had to miss the women’s game at Old Trafford. Anyway, the customer service deserves these 5stars. I was still charged despite having free cancellation by booking.com but I rang and spoke to the wonderful Paul (reception supervisor) who refunded me and sorted it out with the utmost efficiency. Really friendly, helpful and apologised for me having to call them personally for something booking.com wouldn’t sort. My advice would be to book with them directly! So I can say their staff are lovely

Very disappointed with the front desk service at Garden Inn Hilton. Jay was consistently discourteous and unhelpful, refusing support with a room change and denying simple requests like an extra duvet and pillow.
Anything I asked for was a big face on for him and his colleagues. Even when I asked for an extra toilet roll instead of it being sent to my room I had to grab it from reception downstairs which wasn’t an issue but they made my wife carry an extra set of duvet and pillow from reception to our room. Calling itself a 4 star hotel and can’t have housekeeping to help guest.
Neither he nor any front desk staff explained how to use the room key to exit the car park. Ironically, the car park staff were far more professional and courteous—highlighting just how poor the front desk experience was. I won’t be returning.
Also I don’t need an apology response. If I was Jay manager I would train him well on how to speak to people you see first time. Wearing a suit doesn’t make you a professional.

Don't people ask how your stay was anymore? The location of this hotel was perfect, close to the tram and with stunning views to boot. Initially assigned to a room that had guests (I walked in on a semi naked man), I had an apology from staff and a voucher for a drink (gee thanks) and was assigned another room. I was here for business so unfortunately couldn't enjoy the room as much as I would have liked but would love to come back. I was checked out by Jay the next morning. No ask of how my stay was. "do you not ask guests how their stay was?" I asked. Clearly taken aback by my direct nature, he sheepishly asked "how was your stay?". I said "well I don't mean ask because I asked you to ask, I'm just curious as to whether you ask guests?" and he said "no not always". "well that's interesting" I said. "for the record, I walked into a room that was already occupied and saw a naked guest". "oh, I'm sorry". He said with as much enthusiasm as someone being stuck in motorway traffic.

I hope they find it in themselves to be more accommodating in future to guests.

I really enjoyed my stay at the hotel! I loved the view from my room overlooking the cricket grounds — it was beautiful. The room itself was lovely, and the service was excellent. I’ll definitely be coming back! The staff were friendly and welcoming, a big improvement compared to the Hampton by Hilton in Manchester, where the staff weren’t nearly as cheerful.

Had a brilliant stay at this hotel. From the minute we checked in we were made to feel important and Ian in reception was super friendly and helpful and went out of his way to give myself and my daughter an upgrade to a room overlooking the pitch and with a fantastic balcony. He was really helpful giving advice on the trams into Manchester to get to and from the AO. Great secure car parking so no worries around leaving the car.
The room itself was lovely with all amenities cared for from a fridge, iron, ironing board and hairdryer and a massive 50 inch tv.

Breakfast was super tasty with you able to have as much as you wanted from the self service hot plate and cold selection and good value at £10.

We will definitely return if we are travelling to Manchester again

Outstanding as always. The highlight is the fantastic staff at the hotel especially downstairs in reception and the bar.

We stayed here for the Manchester half marathon which was perfectly placed for the start and finish lines. Not particularly cheap but expected with the half marathon being on.
Lovely hotel with some rooms overlooking the cricket ground. Right next to old Trafford tram station.
Room was clean and spacious, beds very comfy. Plug sockets and charger points next to the bed which is handy. Bathroom had lovely shampoo and conditioner which is a first for a hotel!
Tea and coffee facilities in the room.
Breakfast was £10 which I thought very reasonable and there was plenty of choice, hot and cold.
Easy to get the tram into the centre of Manchester.
We went to a gorgeous Italian restaurant called L’Artigiano which was just about walkable or a five minute taxi away. Would highly recommend! There is a caffe nero next to the hotel but not much else around.

Room in the new wing of the hotel was clean, functional and with decent range of TV channels.
View over the pitch was impressive and only downside was low water pressure in shower meaning that it wasn’t particularly powerful.
Hotel itself has secure parking, decent downstairs bar area and reliable WiFi for working.
Check-in was very slow although we did arrive at 6:30pm so was peak time.
Solid enough stay with clean room, reliable WiFi and good views balanced by slow check in and disappointing shower.

Awful from arrival time message saying use gate 1 road closed had to you use gate 4 a walk through the cricket ground to a rear reception
Mattress very hard like sleeping on the floor bathroom sliding door very noisy
TV Kept going off left disappointed and tired and not cheap

Ideal location if you're at football, cricket or the 02 Victoria Warehouse. Pitch view room was a good size and had everything we needed. Room service arrived very quickly and breakfast was excellent. Would choose again if in the area.

Quiet, convenient for tram. Free parking. Good breakfast.
All amenities acceptable. Nothing special, but good location for getting in to city centre and for Old Trafford stadium.
Only negative was that I found the bed uncomfortable

Good breakfast

Big parking area, nice breakfast

Fantastic room with a clear view of the cricket pitch thanks to a small balcony and huge windows. Room was extremely comfortable and well appointed, it was spotlessly clean and an absolute joy to stay here. I would not hesitate to book this hotel again, now my go to hotel while visiting Manchester.