Review Time
I had a reservation and stayed over Saturday 5th September. We were allocated room 408. I had been wanting to stay at this hotel for a long time now and have heard great things so I was really excited when I booked it. We had travelled 2 and a half hours and it was a surprise for my partners birthday. Upon entering the room I was extremely disappointed. It was nothing like the pictures on the website. The room smelt damp, the ‘double bath’ was tiny. Everything was old and uncared for. The shower head was hanging off. We got settled in nevertheless and I ran a bath - the temperate knob didn’t work so the water couldn’t be turned from hot to cold. Not that it mattered as the water wasn’t even hot anyway. There was no shower curtain so the shower head leaked all over the floor (no wonder it smells damp). Once the jets were turned on in the bath it released a horrendous smell and turned the water a funny colour. I phoned reception and asked them if there was an issue or if someone could take a look. No one came up so I rang again. I advised we were going out but if someone could come have a look. I also advised one of the chairs was broken. The front leg was snapped off so if anyone tried to sit on it it would have collapsed. When we got back to the hotel that evening it was clear no one had been to our room, so I went downstairs and asked again. A guy then came up about 15 minutes later to take a look, he did something with an Allen key and asked if it was any better (it wasn’t) the water was warm but it was nowhere near warm enough to have a bath in. We gave up as a bad job. (Not to be rude but the guy really did smell horrendous - we had to open all the windows when he had gone because it was making us feel sick). The amenities also were not great, there was nowhere in the hotel we could get even a soft drink from past 10pm. We were told to go to a local Tesco 10 minutes away. I advised this all at reception upon on departure, she advised she was going to look into it for me and I would receive an email by 3pm. I am still awaiting any communication. I paid a £50 deposit when I got to the hotel as you usually would and I am still waiting for it to be returned to my account!!All In all I am extremely disappointed with the whole experience and it has ruined what I wanted to be a great birthday weekend. I have since emailed twice due to not hearing from the hotel when I was advised I would receive communication the same day. DO NOT WASTE YOUR MONEY!!!!!!!!!!!!
Just booked a room for next Sunday at the hotels reception. A month before we tried to book but with a little difficulty because we had a voucher.. Paul on reception came to our rescue, a real gem, nothing was a problem for him and we were booked in there and then on a bubbles and breakfast night. I love good customer service and this is what we got. Shankly please tell this lovely gentleman he is brillliant and don't ever let him go.
ABSOLUTELY DISGUSTED! Recently rang up to cancel my booking due to the ongoing Covid-19 outbreak as I’m currently self isolating due to living with people out of the older age demographic who are at extremely high risk if they catch this virus. Understandably, these businesses have to keep running but as an individual who won’t be able to work for the foreseeable future and won’t have any government handout the refund for this room is needed at this time.
I had my wedding here in September 2019 and the experience was anything but stress free. The run up to the wedding was so stressful due to really poor customer service from the wedding co-coordinators. It was very unpleasant and ruined what should have been an exciting time. After many emails and upsetting phonecalls, we finally finalised the wedding plans the week of the wedding which wasn't good enough.On the day of the wedding our wedding party were told that their rooms were not reserved despite being booked months beforehand. So, throughout the day we lost many guests who were up and down to reception trying to resolve the issue with a few missing part of the wedding breakfast. The issue with the rooms was eventually sorted during the evening reception or so we thought.It had been agreed that a tab placed on the bar for top table would not service shots and was only for top table guests. When I checked on the bar tab near the end of the night I was shocked that it was so low and said this to the staff member who provided me the tab, but I was shocked to find out an hour later it had rose by £400. There were numerous shots and drinks on the tab that no one on the top table even drank. I can only surmise that the tab was opened up for other guests.I was informed that the bride would have her own toilet cubicle that would be locked at all times and so left a large brand new bottle of perfume in there to only find out right after the wedding ceremony it had been stolen. The hotel will not reimburse this.The wedding cake was supposed to be sliced and some left in our bridal suite for us to taste after the ceremony but this never happened and so we never even got to taste our own wedding cake.Once the evening celebrations had finished, my parents had still not been allocated a room despite me booking them a room for four as they were looking after my two of our children. At 2am reception dealt with this by phoning my other guests to ask them at 2am to vacate their rooms to make way for my parents. Even my parents found this disgusting and so agreed to settle in a bedroom for 2 people which led to my daughter having to share a room with my in laws which isn't appropriate and my 10 year old son had to share with myself and my husband in the bridal suite, not what you expect to happen on your wedding night.I have made many complaints about this since the wedding to be offered with a free night in the bridal suite which just isn't good enough. With having four children and getting married late in life spending your savings, it really isn't fair for this to not be taken seriously. Lovely hotel and some dedicated workers but the awful customer service really lets this hotel down. I would most certainly not recommend to book your wedding here due to the poor customer service received.
Here’s my story about this shoddy hotel.Booked a stay in January this year. Got to room and as you go in there’s a bathroom on the left of a small passage. I took a look inside the bathroom and noticed the bath was half full of water. Looked in the toilet as the lid was up and someone had urinated and not flushed.I then went through passage into the bedroom. There was about 6 kids aged around 11-13 in there, two were bouncing on beds the rest were lounging. They all jumped up and looked petrified. So I’m thinking we were given the wrong room. They started saying that it was them in the wrong room and their mum was in reception. Obviously a load of b***ocks so I said “Nah, you lot stay we’re getting another room”. They all followed us out, clearly worried and disappeared to god knows where. So I gets to reception and I tell you now the staff didn’t believe me. However they gave us another room. That room was obviously a spare or overspill room or something because it was freezing cold. I went down to reception and they said it was them that controlled the heating. So went back up and found the heating was on in the bathroom but the bedroom was colder than a penguin’s a*se. I would have cuddled up to wifey and shivered myself to sleep but it turns out this room of doom is next to some kind of lift machinery because it clanked and grinded all night.Went down next morning and complained. Didn’t rant and rave, just said it was a shocking situation. This was a different manager from previous night but she pretty much called me a liar with regard to the kids in the room. She said house keeping had missed the room that was all. So I assume I must have seen the ghosts of 6 Victorian chimney sweeps or something. Anyway this Manager, Sarah, offed either a refund or a free return stay. I opted for refund.6 months later, after phoning, tweeting and generally trying to drive them mad, no refund came. I eventually got a message from a guy from customer relations called Liam Bellew (deffo not a relation to Tony I’m sure) He takes my card details and says he will give me a refund. 4 weeks later and I’m STILL waiting. He’s also ignoring my emails now too.I’ll keep trying to get my money back off of these shoddy people but in the mean time, maybe look elsewhere than this tatty place if you want to stay somewhere that prides itself on good customer service
I booked a room at the Shankly Liverpool in October 2018 for my friends wedding in September 2019. Sadly the wedding was cancelled in February. This has been a difficult time for everyone involved. I first contacted the hotel in February about acquiring a refund for my room, I was told they would arrange this with the bride. However I still hadn't heard anything by May, so I contacted the Weddings Team again. I sent numerous emails and made phone-calls, in which I explained that if I couldn't have a refund I would, albeit reluctantly, stay in the room. On May 17th 2019 I was told I could have a refund for the room. I have still not received the refund and have sent emails which have been ignored. I have given my number to the team to contact me about the process and reason for the delay, as it had been over 4 weeks since I was told I could have the refund, but have heard nothing. I've had to spend a significant amount of time and energy on an issue that I thought would be very simple to resolve. I am extremely disappointed with how I have been treated and would never stay in a Signatureliving hotel. I have never written a trip advisor review before and didn't want to have to write this, however I've exhausted all other avenues. I hope that through writing this review the weddings team can address their customer service and show compassion to guests when weddings are cancelled. I hope that nobody else has to go through the arduous process that I have.
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.
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Liverpool Hotel honouring Bill Shankly featuring Memorabilia, Themed Rooms, Bar & Restaurant located in the centre of Liverpool City
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