Review Time
Shocking hotel should be called The Skankly over subscribed event 2 days prior to restrictions being lifted (17 July) no social distancing, no masks, no hand sanitizer offered, 2 or out party of 4 caught COVID. We stayed over night at the hotel and the rooms were dark with very low lighting and no privacy to the windows everyone in the bars opposite could see right in (no one way glass). Beds were super comfy but I would NEVER stay there or visit the hotel for an event in the future. Very little regard for safety of their clientele.
1 star is more than this company deserves. I have been trying got get hold of them for over a month via email, messenger, and phone. Calls ring out, DMs and Emails are ignored. Its absolutely appalling customer service. Save your money and book elsewhere.
Our wedding on 4th July 2021 was exactly everything we wanted - we were originally due to get married on 31st May 2021 and everything was post-poned for us without a problem.There were a few hiccups with checking in the night before our wedding but everything was resolved.Our day was literally amazing from start to finish - Ciara, Jack & Ryan are a credit to the hotel and our day wouldn't have been what it was without them!The food and drinks were amazing. The bedrooms do seem a little tired which a few of our guests did comment on but everyone thought the hotel was lovely overall.
Absolutely terrible, AVOID!!!Pre-Covid, I was a regular visitor of the Shankly Hotel, which makes my experience all the more insulting.On 11/07/2020, I booked one of their party rooms for 2 nights, totalling £600. I paid £300 upfront, with the remaining balance to be settled on my arrival.On 27/10/2020, my booking was cancelled due to covid. I was informed that by booking was non-refundable, and they could only offer me my £300 in the form of a gift voucher - as mentioned before, I visited the hotel often so I didn't mind this and happily accepted.To cut a long story short, 8 months on I am yet to receive my voucher/refund. I have called multiple times and been blatantly ignored (as I type this, the phone has been ringing for 45 minutes and 28 seconds with no answer).Last Saturday (26/06/2021) I went into the Shankly myself hoping for answers as I was in the area. I spoke to the front desk manager who assured me that I would receive a call back in 48 hours. I told him that I didn't believe him, and I've heard it all before, but I was promised that they would stick to their word. Surprise Surprise, a week on, NO CALL.Chris/other directors, if you are reading this (and I know you are) I am extremely generously giving you 7 more days to rectify this before I start seeking legal advice.DON'T ASK ME TO CALL YOU - YOU DON'T ANSWER - YOU HAVE MY DETAILS!
One star to good for this. Did couples experience room with eveing meal and breakfast. Room needed tlc tap heads missing so on. As we booked a package we went down for eveing meal at 8pm. Place aa quite greated and was asked if dining or package meal thing! Said what we booked. Happen a a4 sheet menu told go pick your own table. Baring in mind we booked are tike slot in restaurant 2 weeks prior thought we have table waiting for us. We picked a cosy table as this would been are first day as man and wife but for 2nd year running our cyprus wedding had been covid cancelled. 8.10pm waiter came over got our drink order and ask if knew what meal we like. Put meal order in and was told be better ordering pudding now. So all orders in. Had mention table could do with wipe to as food on and liquid. Me and hubby to be look around chatted about what would of been so on if been in Cyprus now. 8.25pm no drinks still notice people around us getting drinks plates being cleared away and meals being brought out. By 8.45 pm no drink brought over no food no service. I felt people were looking at us to why we just sat there. I felt be littled as was not worth them seeing to us as clearly package and not what they thought be spending more money!!!! Little did they know we would be. So we got up walk across restaurant out to reception no one even notice we were leaving left or someone say goodbye enjoy your eveing. Went spoke to a lovely lady at reception who truly the best thing person they have working for them. She too was shocked at what happen as restaurant quiet she could clearly see I was upset as explain how felt and what would of been are 1st day as man wife. Went out to town to try enjoy rest of eveing away. We couldn't get a meal out as what places were open for meal were booked and others stopped taking food orders. Good old mc ds at one in morning. In the morning I couldn't face going back restaurant for breakfast to be treated same way and ruin the start of what should be positive day. Going the town hall to register our wedding. We checked out re explain when ask about our stay what happen. Said room lovely so on but would like refund for meals we pay extra for and not had. This was mwnt be dealt with that day with phone call back. Its been 2 weeks I rang and ask what's happening ask to speak to manger after a week of no contact. Again no phone call. Had our money not interested now hey. What a big disappointment this has been. One phone call is not too much to ask for surly. Was ment book hen do weekend here but no chance. If your big spender they love you and spoil you if you do a package your pitty poor unworthy of bothering with. Never again will I be belittled like that. Shankly you really need to get your customer service sorted and what ever manger you have working for you step up and mange!!!!!!!!!!!!!!!!!!!
Do not give this hotel your money! They are not dealing with the bookings they have taken! Donna is quick to respond to all the good reviews on trip advisor but never responds to her emails!Their T&C's are a joke and they do what they like! Absolutely zero correspondence regarding our booking 5th - 7th March. A hotel of this standard should have a 5* Customer Service but they have put their head in the sand! Look at all the reviews that are being left on Facebook, Trip Advisor and Instagram and the unhappy people they have left high and dry! Disgusting!
My Mum booked an afternoon tea with friends and paid for the group in one go. Due to Covid the event was moved by 4 months and the 10 friends could not all make the new date so a refund was requested. A voucher was initially offered, then 10 vouchers for a similar afternoon tea. I intervened and advised that my Mum was entitled to a cash refund. They refused her over and over again, so I contacted Citizens Advice and they confirmed that she was entitled to a refund in the same way she initially paid - i.e in cash (card) rather than in vouchers (which were likely to be useless anyway).Still with this information it took two weeks, and me sending numerous emails, for the refund to be made. They tried to fob me off with it being not in their terms and conditions - however this was a complete lie. Do not let this company convince you that you aren’t entitled to your money back. Keep emailing, contact Citizens Advice yourself and don’t give up. Their customer services team is woeful, they never answer the phone and only answer emails every other day at best - usually after 2/3 days if you send a very strongly worded email.They never apologised for trying to pull the wool over my Mum’s eyes, and the girl we were dealing with was just basically useless. I won’t ever book with this company, and I’m on to my Mum and her friends that they’d be better off spending their money elsewhere.
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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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