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“can't get the basics right”

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Mercure Liverpool Atlantic Tower Hotel
Ranked #42 of 97 Hotels in Liverpool
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“can't get the basics right”
Reviewed March 22, 2013

breakfast was good...however...

no hot water, was told to wait half hour and it might warm up! cheers then!

mattress was [--] to be fair, big spring down the middle or might have been two beds pushed together

pillows were like rocks

two of the most basic things hot water, comfy bed...how did this place get 4 star? unbelievable

got a beer sent to my room...£4.50

I've stayed in much better premier inns

  • Stayed March 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank oooooooosh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABR1, General Manager at Mercure Liverpool Atlantic Tower Hotel, responded to this review, March 27, 2013
Dear oooooooosh,

Thanks for your review, and sorry to see you were not too pleased with your experience.
We have endured some recent challenges with the hot water and heating, largely down to the recent cold snap, and have carried out extensive investigation into the root cause with our systems.
We have made a number of findings and are currently in the process of actioning them. The issue is not consistent and therefore not usually a problem, but more recently the trend of feedback has increased and therefore we are very much on the case to resolve the matter once and for all.
With reference to the bed, we have recently changed many of the beds to new Hypnos beds, but are also adding mattress toppers to ensure that our guest "Sleep" experience" is enhanced.

Thanks again for your comments and hope you will return to the hotel in future and see the impact of our changes.
Many thanks and best regards,

Alistair Risk
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Glasgow
Level 5 Contributor
58 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
Reviewed March 22, 2013

Managed to secure a room here for an amazing knock down price via Last Minute sceret hotel room booking.
However, if I'd paid full price, which is extortionate, I'd have been cross. The clue is it's a Thistle hotel, and Thistle hotels are almost always a little shabby and poor on detail.
This one is no different. Staff at check in were excellent, local and very helpful. Car parking is provided around the corner for only six pounds a night which is reasonable for a city center location, but wi fi is charged, and at a ludicrous ten pounds a night. Tried to buy a voucher for one night but they only had one week vouchers at 29 pounds, so no thanks.
Room confortable if shabby, but wonderful view of the waterfront and ferry.
Ancient single glazed windows so room was very noisy, even on the tenth floor.
An oil heater was in the room indicating that the heating is not great, and indeed I had to use it.
Coffee and tea making facilities nut no mini bar. Called room service and beveridge arrived almost immediately, but there's a five pound charge for this service which is crazy.
Excellent staff again on check out. So basically a mediocre hotel, that's way overpriced, but at least has friendly and helpful staff.

Room Tip: Waterfront view is amazing.
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  • Stayed March 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank WanderingScotty
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABR1, General Manager at Mercure Liverpool Atlantic Tower Hotel, responded to this review, March 27, 2013
Dear WanderingScotty,

Thank you for taking the time to post your review.
I am so sorry that you didn’t have a perfect stay, and offer my apologies.
I was pleased to note the positive comments regarding the members of the team you came in contact with, but do note the problems you had with heating and Wi-Fi.
This late cold snap has highlighted some issues with our heating system, and we are currently undergoing a full review with planned expenditure in our systems. The air con / heating controls are effective but not as we would like in very cold weather conditions,. We do have some back up heaters available, but as I mentioned, we are taking action, and also looking at testing the impact on double glazing in some of the rooms to see the impact.
The Wi-Fi is at a price at present, but only at the level as which we buy access ourselves, so there is no profit margin for the hotels in this. We approaching the end of our current contract and with an upgrade to our Wi-Fi "pipe" will soon be going free to all guests.
The vouchers in stock have been run down in readiness for this, hence only the higher tariffs being available, but I will follow this up with the team.
From a pricing perspective, we are one of the best value 4 star properties in the City, but these days price is often driven by demand and therefore at weekend in particular our rates are at a premium. We do work with a number of third parties and indeed our own website offers promotions and special offers, and I am pleased you managed to secure a great deal. The published price you may have seen on property is rarely charged in full, unless we are at very high demand.
I do hope that in future you will see return and see the impact our recent restaurant and bar refurbishment programme.
With many thanks and kindest regards,

Alistair Risk
General Manager
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Liverpool, United Kingdom
Level 1 Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed March 19, 2013

We have stayed in the Atlantic a lot now, but this was not very good. First when we got there it had been a really long day, and the receptionist could not find our booking. So after 5 minutes or so she got us a room on the 11th floor, the room was the smallest we have stayed in at the Tower also the air con did not work. The bed was really small and rock hard.
The good points about the hotel. Parking is great and only £6.00 for the night, Breakfast was really nice but very cramped. Staff are always very friendly and always very happy to help. I do really enjoy staying at the tower but will ask for a different room next time..

Room Tip: Get a corner room if you can.. They are huge and has an excellent view of the Mersey.
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with clever-hotels.com

Helpful?
2 Thank Steven L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABR1, General Manager at Mercure Liverpool Atlantic Tower Hotel, responded to this review, March 20, 2013
Dear Steven L,

Thanks for your review, and sorry that your room didn’t quite meet you’re expectations!
With reference to the bed being hard, I have good news! We are investing in Mattress Toppers to improve the comfort levels in on our beds, and they should be with us soon.
I do recognise that we have specifically two clearly different room sizes, and we are currently working on our configuration to ensure that this is understood at the point of booking.
Delighted to see you will be back, and hopefully you can check out our new Restaurant and Bar which has just had a full refurbishment and comes back on line this weekend!

Many thanks and best regards,

Alistair Risk
General Manager
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Port talbot
2 reviews
Reviewed March 18, 2013

Myself and my son stayed here for one night prior to a visit to the university. We had a room with a very long window with a wonderful view! The breakfast was very fresh hot and plentiful, and the staff were very friendly and attentive. Will definitely stay here again!

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with clever-hotels.com

Helpful?
Thank Alison G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABR1, General Manager at Mercure Liverpool Atlantic Tower Hotel, responded to this review, March 20, 2013
Dear Alison G,

Thanks for your very kind comments and delighted to note you will be back!

Next time please check out our new Vista Restaurant which returns to us after a significant refurbishment this weekend.

With best regards,

Alistair Risk
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Guernsey
Level 3 Contributor
11 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed March 18, 2013

Hotel is 15 minute walk away from Liverpool One, taxis are good price. Went with another couple, booked same time, however our friends had a corner room which was massive, but our room was a lot smaller, bit unfair when we booked together. Bed was hard, but bearable, excellent views looking over Liver Building. Clean hotel, breakfast ok.

  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BexBrebs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABR1, General Manager at Mercure Liverpool Atlantic Tower Hotel, responded to this review, March 20, 2013
Dear BexBrebs,

Many thanks for your review which is much appreciated.
I note your comment regarding the different sizes of rooms, and we are in the process of reconfiguring our rooms to ensure that there is consistency across the hotel by room type, which is a little out of sync at present due to recent refurbishment programmes. This will soon be addressed.
I am pleased that overall you had a good experience, and hope to see you back in the hotel soon.
With best regards,

Alistair Risk
General Manager
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Cheshire
Level 4 Contributor
43 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed March 16, 2013

Rite stayed here for one night ,and to be honest it's a good hotel , the reception staff were lovely . We asked for a room with a view and we got it lovely stuff , the room was clean apart from the mirror in the bathroom but that's not a big thing. The base of the bed was stained quite a lot but you don't sleep on the base ,could do with a deep clean . Breakfast was ten pound per person and we had to wait a bit for refills to come but the hotels getting done up so this can't be helped . This is not 4stars more like 3 . My big thing is manners where ever I stay , and the girls who work in the bar have got as much as I've got in my toe nail misery springs to mind , until there to friends turned up and they got happy with hugs and kisses . They ignored the other customers , hey girls paying customers here . So yes I would stay here again and yes I would recommend to are clients and friends to . I just wouldn't use the bar x

Room Tip: Go for a high floor x
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank CheshireSamantha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABR1, General Manager at Mercure Liverpool Atlantic Tower Hotel, responded to this review, March 20, 2013
Dear CheshireSamantha,

Thanks for taking the time to review your stay, and I am pleased that overall you had a good experience. I was concerned to note the less than friendly approach of the bar staff, and will of course follow this up directly. We do pride ourselves on being a "Friendly" hotel, and of course I am keen to ensure that this message is a consistent one. Your feedback is therefore very helpful and will be immediately addressed.

With kindest regards,

Alistair Risk
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Treharris, null, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 12, 2013

There was one thing that i was not happy about,also 45 other people. the food not very hot and they kept running out of food at dinner. Breakfast great. the hotel is in a great location. i advise every one to go on the bus around liverpool.very intersting.

Room Tip: good view from all rooms.
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  • Stayed February 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Christine C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABR1, General Manager at Mercure Liverpool Atlantic Tower Hotel, responded to this review, March 13, 2013
Dear Christine C,

Thanks for your review, which overall at 4 stars seems to have been a positive experience.
I do note your comments about the food temperature, and offer my apologies for this.
Over the last couple of weeks we have been refurbishing our main restaurant and in the meantime having to use other spaces in the hotel to accommodate dinner and breakfast.
This means we have has to transport the food further from kitchen to table than usual, which may have contributed to the issue.
I will review the delivery with Chef and feedback your comments to the team to prevent this issue going forward. Our main restaurant will be back with us soon, all shiny and newly refurbished, and on the same floor as the Kitchen, so I am certain any short term issues created by the refurbishment will be removed.
Thanks again for your comments and I hope you will return to the hotel soon to see the changes made.
With best regards,

Alistair Risk
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Mercure Liverpool Atlantic Tower Hotel

Property: Mercure Liverpool Atlantic Tower Hotel
Address: Chapel Street, Liverpool L3 9RE, England (Formerly The Atlantic Tower Hotel)
Location: United Kingdom > England > Merseyside > Liverpool > Central Liverpool
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#19 Luxury Hotel in Liverpool
#20 Romantic Hotel in Liverpool
#29 Family Hotel in Liverpool
#29 Business Hotel in Liverpool
Price Range (Based on Average Rates): $
Hotel Class:4 star — Mercure Liverpool Atlantic Tower Hotel 4*
Number of rooms: 225
Official Description (provided by the hotel):
Set on the banks of the River Mersey, The Mercure Atlantic Tower Hotel, is the ideal place to discover the great city of Liverpool. Overlooking the Royal Liver Building and the Dock Front - a UNESCO World Heritage Site - The Atlantic Tower Hotel is a welcoming, contemporary hotel in the heart of Liverpool, within walking distance to the Beatles Story museum, Tate Liverpool and many other attractions. ... more   less 
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Also Known As:
Atlantic Tower, Liverpool Hotel Liverpool
Atlantic Hotel By Thistle Liverpool
Thistle Hotel Liverpool
Thistle Liverpool

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