shanklyhotel.com

Awful hotel/business

Shocking hotel. We stayed on 2 January 2019 and had a terrible night. There was a huge leak coming through the bathroom in the middle of the night, causing it to flood and wake us up. The cleaner and night duty manager had to come up a number of times to sort which took some time, all at 2-3am. The metal extractor fan cover in the bathroom even fell off and nearly landed on the cleaner's head. The room's phone didn't work (so I had to use my mobile to report the issue) and the bedroom window was also broken. It is a tired, shabby hotel and is definitely not four star. Besides the above, which resulted in a very poor night's sleep in a sub-standard room, I am still awaiting a full refund FIVE MONTHS after our stay, which had been agreed on the morning of checkout with the manager on duty. This is despite numerous emails and calls. The management team are completely incompetent. The first manager dealing with the refund confirmed it was being processed and, subsequent to his departure from the business, I actually find out from another manager that he hadn't even commenced the refund process, this being after a couple of months of communications where he was essentially lying to me. I don't know how this can be considered acceptable in any industry, but it is with the Shankly. From a look at other reviews, it seems that this is how the Shankly/Signature Living do business, as many other people appear to have been in the same situation with something having been agreed and then subsequently being ignored. Absolutely no integrity. It is amazing that a business can continue with such poor customer service and complete disregard for the consumer. If they had dealt with the matter, as had been promised five months ago, I would have had no issue with the hotel as they would have made good the situation. Unfortunately this is not the case. Spend your money elsewhere, with a business that has integrity.

Date of experience: Jun 04, 2019