Delta Hotels Liverpool City Centre — Hotel in Liverpool

Myself and my mother found ourselves caught up in the awful events that followed the Liverpool FC victory parade. With the main Lime Street railway station closed, we were unable to get home, soaked to the bone due to the pouring rain, and extremely worried as details of a possible terrorist car attack filtered through. To add to the worry and difficulty, the mobile phone network wasn’t working, and phone battery was low.

Desperate for something to drink, toilet facilities, and a place of shelter where we could make a plan to get home, I saw the hotel. As a Marriott Gold Elite member, I knew I would be able to use the free wifi my status allows, and we found a table and chairs in a corridor out of the way of the main public area near the toilets and function rooms. There were a number of other people, including families, also using the area to charge mobile phones and let worried loved ones know they were safe.

As more details emerged that a car had hit many people in the city centre, it became clear there were shaken and upset children sitting on the floor near me who had witnessed what had happened. There was a sense of shock and upset at events outside, and worry that the city could face further attack. By now, it was also clear the railway station had been locked down and few people would be able to get home.

I went to the bar and bought drinks for myself and my mum, and joined others trying to order taxis, Ubers, lifts from relatives and find a safe way home by using the hotel wifi, which by now was the only effective way of communicating.

However, to our collective disgust, a security guard came down into the corridor, pointing at us all - including the upset children- telling us we all had to leave. He turned to me and said ‘what is your room number?’ When I explained I didn’t have one, he immediately said ‘then you need to get out’ I explained to him I was trying to sort out a taxi because of what had happened in the city centre and nobody could get home, plus it was throwing it down with rain. “You need to do that outside, you’re not allowed to be here” came the unsympathetic reply.

Soon after, someone I assume to be a manager in a blue shirt did the same - this time shouting at people to leave. He demanded to know my room number. I took him to one side to try and have a quiet conversation with him, and incase he wasn’t aware of events or many peoples circumstances, quietly explain to him the situation outside, what people had experienced, and why a bit of compassion may be needed for those of us who were simply sheltering for a short time as we tried to make plans to leave the city.

“Everybody needs to leave, right now” he replied, raising his voice and waving his arm at people. I explained it wasn't possible and nobody could leave due to the transport situation.

He kept telling me that none of us were allowed to be there, and despite pleading with him that maybe the ‘rules’ needed to be ignored in the exceptional circumstances, he just kept repeating ‘get out, leave,’

He then motioned myself and my 71-year old mother out of the hotel and into the pouring rain and cold outside, along with others who by now had already left, or preparing to leave.

I’m sure my account speaks for itself. It was a shocking, disgusting and downright disgraceful way to treat people in their time of need, by a hotel which had been seen as place of safety and sanctuary. At a time when many people of Liverpool were stepping up and offering rooms for the night or driving strangers home - this hotel was throwing people into the streets.

Common humanity and empathy should have ensured anyone in need of help and reassurance, irrespective of loyalty scheme status or paying customer, should have been welcomed and helped.

I have lodged a formal complaint...

Liverpool parade - 26 May 2025

On the evening of the Liverpool parade, there was a disastrous handling of crowds at Liverpool Lime Street station that basically left thousands of fans stranded in the city with nowhere to go. Additionally, it was basically pouring rain the whole day and into the night leaving everyone freezing cold and damp.

Amidst this, there were a few places offering shelter for stranded fans. A lucky few even got rooms. However, me and my partner and several families were found ourselves in the hotel lobby of the Delta Hotels by Marriot. It is fair to say there were only a few of us seeking shelter from the rain and cold. All of us just sitting on the floor of the lobby, quiet and figuring out how to get ourselves out come morning. It was already 10 PM at night. We had been standing outside the train station with no food or water for 4+ hours before we were able to seek refuge. Having only sat down for about 30 minutes, one of the managers comes to us and says he has "given us enough time" and that we should leave.

Please note that the fans in the lobby were not noisy or disruptive. There was no overcrowding. IT WAS JUST FAMILIES WHO JUST NEEDED A SAFE PLACE TO SPEND THE NIGHT. TO NOT BE LEFT ON THE STREETS, IN THE POURING RAIN.

When I asked him to show us some empathy and that we had nowhere to go. He asked to basically "go anywhere else in the city". Note that, it was late and most restaurants and bars were closing soon. He also asked to me tell him what I was saying to him nicely and that what I was saying would not get me anywhere.

Tell me, folks. If you have been standing on your feet for the whole day being rained on & left out in the cold with no food, water or shelter and all you asked from this manager was to show some empathy and asking him where to go - albeit in a frustrated tone, not yelling or anything, from being treated like animals - is it wrong to ask him to ask him to show some compassion?

Other people were also asking him the same thing and backed me up after listening to him answer to me. Seems like all the employees there were on an egoistic power trip.

In the face of so much helplessness and need, it could have been so easy for the employees to show some basic human kindness. It was already sorted. We were just sat in the lobby. But all I will remember is the cruelty of these employees which can be summed up in the words of the employee that said this to me - "We are a private business, you are not our problem. We cannot help you."

What a truly horrible...

We booked a suite 603 for 2 nights at the Marriott Liverpool, and while we found the staff to be very pleasant we had a large number of issues over our stay. Firstly the main entrance to the hotel looked dirty, with large external flower pots used for extinguishing cigarettes (i'd say a hundred in each pot). The hotel itself is a bit dated inside but we found our room to be clean on arrival. We filled in the room service breakfast card and left it on our door (@ 11pm) for a 6am breakfast as we had to leave for early appointments at 6.45am. 6.30am came and no sign of our breakfast, I checked the outside of our door the the breakfast card was still hanging there, at this stage we called reception to let them know and obviously did not have time to have breakfast, leaving for our day on an empty stomach. We returned to the hotel at 12pm and the room had not been made up, we attempted to call reception several times but no answer. We then contacted room service and as we had missed breakfast earlier and they kindly agreed to deliver us some breakfast then. We left our room again at about 3.45pm and again before leaving we attempted to call reception a number of times without success. On our way out I approached reception to enquire if there was a problem with the phone in our room which they confirmed there was not, but they were too busy to answer our calls. We then requested that our room be cleaned prior to our return, which we were told was not problem and it would be done. We returned to the hotel at 11.30pm and entering our room we saw that again it had not been cleaned or topped up with amenities. We call reception and Marco was on duty, he duly apologised and did his best to mitigate the situation. We again put out our room delivery breakfast card for a 6am breakfast as we were leaving for the airport at 6.20am. Again our breakfast did not arrive, we call reception and they said they would follow up, however again we left on an empty stomach. I have stayed in Marriotts worldwide and this lack of service has gladly not happened before but it was extremely disappointing for us as we were in Liverpool for a special occasion and based on this experience would not stay in this hotel again. Please feel free to contact me if further information is...