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.....
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