Review Time
We stayed for 1 night 26th August in a Luxury Room for 8 people. The confirmation email stated a pre authorisation of £50 per person would be taken on check in. This was processed on the day a total of £400. I am still waiting for the deposit to be refunded - I have made numerous calls but no one picks up!!As stated above this should have been a pre authorisation and not full payment - this was not the case the money was taken from my account. This goes against the terms and conditions. I have had no emails or any communication from the hotel. I would not recommend a stay at this hotel as the administration is poor as is the customer service! I think it’s a disgrace to hold peoples money in this way and from other reviews it seems common practice!
I was so upset by my negative experience at the Shankly Hotel that I am taking the time to leave a review. After half an hour waiting to be checked in we were given a room for 8 when we had booked a room for 2 but had to change as the TV and WIFI did not work. The next room we were given was dirty. The staff were abrupt and disinterested. I am still waiting for my £50 authorisation money to be refunded and can see from reviews that this is unlikely to happen, despite leaving the room cleaner than when we arrived. This hotel does Liverpool a disservice and Bill Shankly would turn in his grave.
Room was dirty stains on covers and bed linen .... jacuzzi needed a deep clean before it can even be used. Tv didn't work properly and they steal the holding deposit from your card and ignore any correspondence you send regarding your complaint. Very poor service / establishment
I’ve just returned home from a 1 night stay at the Shankly Hotel. When we arrived at check in, I thought the foyer/restaurant etc was impressive looking. Music/vibe/location had me feeling like I’d made a good choice and the check in staff were friendly etc. But that is where the positives stop. Me and 7 friends stayed in the EVE room on the 5th floor for an eye watering £520, room was nothing like the luxuriously photos they put on their website. Also on top of £520 they ask for a further £300 deposit, you could burn the room down and it still wouldn’t cost £300 to fix it. No breakfast/parking is included in the room rate, that all costs extra. The room reminded me of a hostel, wall paper peeling off. TV didn’t work, Bluetooth wall speaker didn’t work so no music to fuel our “party” experience. The double beds were two single divan beds pushed together, 3 of these beds had huge dents in them making it almost impossible to sleep in. Considering this is party hotel they miss out on the small things e.g. no corkscrew/bottle opener in the room, no ice box. 1 x Chair between 8 of us. Also fire alarm going off almost on some sort of loop is so frustrating. We paid £12 for breakfast which was nice but the fire alarm made it not enjoyable at all. First time staying in a signature living hotel and it will be my last. It’s basically daylight robbery changing hundreds of pounds and selling luxury and getting no luxury at all.
Bought gifts vouchers as a Christmas gift for son and partner ..voucher states you can only book a room by telephoning .. 2 hours of phone calls .. one 35 mins waiting still unable to get through to book .. 2 emails unanswered..tried all extensions. All the same .. wait an age and then recorded message stating mailbox is full .. happy to take money for vouchers then make it impossible to book .. and COVID not to blame now .. shocking service .. beware if buying vouchers for this hotel!!
If you are planning to visit Liverpool, stay away from this hotel it is the worst hotel I have ever stayed in. The rooms are very basic, unkempt, filthy and definitely not a 5 star. I paid for one of there luxury rooms that was featured on the show, so I was expecting a WOW factor On arrival you have a choice if you want to pay for secure parking a 24 hour day rate of £15.00 (parking is open to the general public) When I arrived I had to pay a further £50.00 deposit, which was supposed to be returned back into my account. I was given the keys to 319 and I was suppose to of got a bottle of Prosecco, this never happened the room smelt damp, worn and shabby, no theme, the bed was a double boxed divan, that did not join together, no WIFI connection or a secured line was available on, the bath had dirty marks and the taps had brown water stains on them. Complained to the desk downstairs, but they where not willing to assist, (just listened) but they did say they would bring a bottle of Prosecco to my room later, this did not happen. After making another complaint they said they would see if another room is available tomorrow. Sunday morning we decided to leave after speaking to the manager Michael McGurk explaining these issues, told him that the room is a basic Travellers Lodge and I was not happy for the amount I paid, Michael insisted that I would get my deposit and the full reimbursement that was May 2021, I have tried to email him and customer relations however they all seem to be on annual leave or unavailable, we are now in August 2021 -Please view the correspondence letter sent:Dear MichaelOn the 28th May 2021 I was meant to stay at your hotel for 2 nights in room 319. As I mentioned to you at the time, the accommodation was unsatisfactory.When I asked to be moved to another room, I was told that this was not possible; nor was the problem rectified.I therefore explained that I would not be staying 2 nights and left after 1 night.It was an implied term of our contract that the accommodation provided would be of a standard of cleanliness and quality reasonably to be expected from this type and price of hotel.It is also an implied term that the service provided would be done so with reasonable care and skill as required by the Supply of Goods and Services Act 1982 / Consumer Rights Act 2015. Therefore, you are in breach of contract.You advised that you ensure that I was reimbursed the following expenses within 7 days (which I have still not received)These are as follows:£135 – accommodation£30 – bottle of Prosecco (never received)£40 – reimbursement of meal (paid twice)£50 – Deposit£23.90 – full English breakfast (did not have)Total to be reimbursed £278.90I require your response to this letter within 14 daysI have now reported this matter to my Bank (protected via payment), and hoping to get the full settlement as Shankly are not responding. the worst hotel I ever stayed in, really wish I read the reviews beforehand on Trust Pilot.Shankly hotel should be ashamed of themselves for false advertisements, do not waste your money at place
Complaint raised due to £500 Presidential suite. We stayed 30-31 July 2021-bathroom flooded it was like a swimmin pool, that spilled out of bathroom- jazquzzi was dirty with black stuff, scum, hair, flakes of something. I had to it wash out, - sofa and chair was damaged - tv dud not tune any channels - staff attitude was poor the receptionist with the bun was rude, stern and lacked any emotional intelligence or ability to present professionalism with a smile but instead spoke to customers like a boarding school head mistress. The other staff that inspected the flood was dismissive and unapologetic offering no options and instead gave attitude speaking to us like we flooded a clogged up dirty/hair filled drain. - the manager acknowledge the staff behaviour was poor having witnessed the receptionist behaviour and advised training would be offered and if they dont improve she/they will be sacked -the manager acknowledged the flooding was Shakly hotel issue and accepted a refund or 50% off next visit should be made but we require a refund and he assured me confirmation of what will be offered would be received 2 august. I was also assured the £300 security payment would be refunded and this is still awaited.-no communication from shankly, no courtesy email or call as promised, emails sent not acknowledged which has been an issue over the last 3 months. You call shankly you email no response. I would of recommended this hotel as the flooding you would hope was an isolated incident but we couldn't use the toilet or wash properly we had to wash in the jacuzzi like a bath which delayed us immensely reaching our evening event as there were 7 of us. Can u imagine the time spent resetting the jacuzzi with water. This was the bridal suite I'll leave to your imagine if the bride was getting ready for her wedding morning with 6 bridesmaids.
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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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