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“Poor Service at The Hilton - disappointing!”

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Hilton Liverpool City Centre
Ranked #37 of 97 Hotels in Liverpool
Certificate of Excellence
GreenLeadersGold level
Southport, United Kingdom
Level Contributor
30 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Poor Service at The Hilton - disappointing!”
Reviewed January 8, 2012

Booked two Junior suites here between Xmas and New Year, a bit of sale shopping and night out, with Wife and 3 children.Excellent position for shopping at Liverpool 1. Pulled up outside, concierge too busy to park car, no car parking at the hotel, have to use John Lewis or Liverpool 1 car parks. Both full so had to park over at the Albert Dock.
Tried to check in at 12.30 - no chance, told come back at 3pm. Called back at just gone 3, one suite ready but not the other one, extra bed requested for that room not there anyway.. Problems with staff not turning in to work - not my problem?
Not offered a drink or anything, went into bar and paid £16 for a couple of drinks. Went back to reception at 4pm, room still not ready, sorry....and.....nothing, pretty poor Reception staff who did not see it was a problem for us. Boys wanted to use their Netbooks but told by reception we needed to be gold members to get the wi-fi code, despite the website stating free wi-fi in all public places?
Went across to Albert Dock to change meal time,we had booked at Gusto for 7pm, changed to 9pm as we feared the worst with the room not being ready.
Went back to Hotel, just gone 5pm, still not ready. Asked to see a Manager, Becca. Apologies blah, blah blah, no offer of anything except, you can use the Executive lounge on the 7th Floor free drinks and nibbles etc....? Why didn't reception staff offer us this? Boys given wi-fi code in here.
Asked for a refund, we were going home, came back and said would knock 35% off our bill, ended up staying as Kids were looking forward to the evening. Finally checked in at 5.30pm.
No bath robes in one suite and no slippers, one bath robe in other suite and no toilet roll in either bathroom, and this is supposed to be 4 star?
Anyway had a great night out at Gusto, excellent food and staff.
Good nights sleep, went to breakfast, pretty poor. Over done bullet fried eggs, cold mushrooms, fatty bacon, no beans left,poor service from staff for tea and coffeee.
Just very disappointing.
Relayed all this back to Reception staff on checking out. This girl had a bit more about her and apologised, although the excuse for no slippers and robes was down to the laundry company not turning up today, again not my problem, not my job.
Anyway refunded yesterdays round of drinks and gave us half of the car park money back. Totally not after refunds etc... just good service. She carried on apologising and I handed in my comments card, which I am sure all the staff bin as soon as you leave the building?
I was told a Senior Manager would call or email me in a couple of days time, well it is two weeks now and you've guessed it no one has been in touch at all :(

Just disappointed, looking forward to a chilled break between Xmas and New Year but didn't turn out that way. Fantastic location, good suites, but just poor service and excuses. Bar service is just as bad, slow slow slower.....

  • Stayed December 2011, traveled with family
    • Value
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Helpful?
2 Thank john r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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English first
Wokingham, United Kingdom
Level Contributor
89 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
Reviewed January 8, 2012

This was the 5th time I have stayed here and I have never had a bad experience. The rooms are nice, bar area is lovely and the staff are always helpful. Parking is discounted on departure so reasonably priced.
I have never eaten here so cannot comment on the food but the selection of drinks is great, the mini bars always well stocked and the rooms are large, modern, clean and well designed.

  • Stayed January 2012, traveled on business
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Helpful?
1 Thank lw0u21db
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cheshire, United Kingdom
Level Contributor
585 reviews
72 hotel reviews
common_n_hotel_reviews_1bd8 1,117 helpful votes
Reviewed January 7, 2012

My youngest daughter wanted to stay here as part of her 18th birthday celebrations. Not a problem as dad was paying for the event. My 2 daughters went over earlier and were met at the front door by the concierge and there bags taken up to there room we followed over a little later. Later in the bar as my daughter had her 18th balloon for all to see the main man in the bar gave us the VIP booth, well you can imagine my daughter feeling like a movie star.
The rooms are really well decorated and spotless, breakfast was a slight blip for my girls as the hotel had made a mistake on there system and they were not booked in for breakfast, even though I had paid in advance, a minor blip that was quickly sorted. The variety at breakfast is as good as it gets. We would stay here again but just make sure you keep all your paper work wherever you go just in case !!

  • Stayed January 2012, traveled with family
    • Value
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Helpful?
4 Thank RobsterWirral
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
United Kingdom
Level Contributor
540 reviews
111 hotel reviews
common_n_hotel_reviews_1bd8 290 helpful votes
Reviewed January 4, 2012

Booked four rooms here for New Year's Eve, no problems at check-in, even though they were really busy. As an HH Gold member I received my perks without even asking. All the staff were fantastic. The club lounge is really good and offers a very substantial breakfast, drinks etc. There was a New Year's ball being held at the Hotel, which produced a fantastic atmosphere through the place. Great security, great staff all-round!

The rooms were spotless, the service was great! Most of the staff were local, they were all great fun and very professional. This is an ideal place to stay if you are visiting Liverpool, it is not cheap, but it is worth it! You can get some great online deals here, if you shop around it will be worth the effort. There is secure parking next door in Liverpool one, you walk 10 paces from the car park to the Hotel entrance, parking charge is nine pounds per night. You step right into the Liverpool one shopping precinct from the Hotel entrance and cross the road to the Albert Dock, the location is perfect!

  • Stayed December 2011, traveled with family
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Helpful?
Thank Funlovinfella
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lancashire
Level Contributor
20 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed January 1, 2012

Stayed two nights after Christmas to take in the sales. Being a Gold HH member upgraded to an executive room, but disappointed that room not available until almost 6pm due to housekeeping staff problems. Complained to Reception Supervisor (Rachel) who more than made up for the wait with an offer of extra amenities and is a real credit to the Hilton Liverpool Management team.

  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank PnMLancashire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lancs
Level Contributor
22 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed December 31, 2011

We stayed the night here after a wedding we attended. The hotel is very well situated for all shops and with parking close by a real benefit. The room was large, clean and tidy with a good bed so all you need for a good nights sleep. Breakfast next morning was excellent good service and well stocked but we did go down early but there was plenty of staff about.

Room Tip: Pick voucher up at desk to get reduced parking as the parking is expensive.
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  • Stayed December 2011, traveled with friends
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Helpful?
Thank jennifer c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Odense, Denmark
Level Contributor
86 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed December 31, 2011

Stayed at this hotel just before Christmas for work. Had a lovely room. Breakfast was great. The room service I ordered actually arrived hot, which is often not the case in some big hotels, so I was impressed with that. I forgot my travel adaptor and rang down to the concierge who promptly offered to bring one up for me.

Overall good service, good location. Very happy with my stay here.

  • Stayed December 2011, traveled on business
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
Thank cellini03
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Liverpool City Centre

Property: Hilton Liverpool City Centre
Address: 3 Thomas Steers Way, Liverpool L1 8LW, England
Phone Number:
Location: United Kingdom > England > Merseyside > Liverpool > Central Liverpool
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa
Hotel Style:
#2 Green Hotel in Liverpool
#6 Spa Hotel in Liverpool
#16 Luxury Hotel in Liverpool
#16 Business Hotel in Liverpool
#26 Romantic Hotel in Liverpool
Price Range (Based on Average Rates): $
Hotel Class:4 star — Hilton Liverpool City Centre 4*
Number of rooms: 215
Reservation Options:
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Also Known As:
Hilton Liverpool Hotel Liverpool

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