Hilton Liverpool City Centre — Hotel in Liverpool

Very disappointing stay here this week.

It's Eurovision week in Liverpool. Hotels have jacked up their rates and the Hilton was no exception.

Also quite a warm week despite the forecasts, lots of showers and downpours, but also very sunny and warm.

My first room had quite a few issues but it was the air con that was the biggest one for me. It was so warm in the room. The wall control said 24c when off, and even when it was set to 13c, it made no difference, it was as if the heating was on as well, and a small amount of not that cold air blowing into the room wasn't going to do anything. Maintenance did come along and have a look, said give it 10 mins, but made no difference. You have to ask the staff to turn it down more than the 3c range they have programmed. To go below 18c the staff have to engage maintenance (apparently)

Other issues with the room - two used toilet rolls in bathroom, so could easily run out. Toilet seat loose. Knob in bathroom was missing the knob (no idea what it did). More water came out the shower hose end of the shower head than the actual shower head. Bulb gone in entrance way, phone in bathroom at a jaunty angle as it was hanging by one screw, it just seemed like general appearance and maintenance wasn't kept up with.

I did try changing rooms after the first night. Was told to go back to reception later in the day. I did, I queued, others queued too, 10 mins later, no one bothered to show their face. Most people gave up waiting too. A staff member wandered past, saw us, went out the back, came back, walked off, no attempt at an apology and someone will be right along. Several times over my visit reception had no staff member visible. Short staffed, bad management, who knows.

After the 2nd night I did request a new room and moved to a different floor. Exactly the same issue with the air con. Room so hot and it never cooled down. The bathroom door didn't close as water leaks from the shower had warped the frame, I wondered how long they had just left that and ignored it.

The Hilton also seem to like to advertise the rooms having a "32-inch LCD TV" like it's just been invented. So no HD channels, and no chromecast support. They look ancient.

I had shows and events to get to, couldn't faff about too long trying to sort this out, so had three nights of very poor sleep. Glad I'm back home now!

Liverpool did a great job of hosting and the whole city came alive. The Hilton, seemed to make no real effort at all considering the amount of delegations and guests they had staying. They were happy to make money from Eurovision, just not invest it in any staff...

POOR!... Do not stay here!!! Great location for the shops and the docks but everything else was more than disappointing. On arrival we was told there was no parking so had to drive all the way around (back on ourselves) to get to the Q-Park Carpark. Ok they discounted for us for this, but for a 5* hotel I would of expected parking to be available not an additional £45 spent on top to park. On arrival at the hotel we wasn’t greeted how you would expect to be, staff seemed miserable, rude and unhelpful. The suite we booked wasn’t anything amazing, all I can say about the room was a nice view (7th floor). There were no drinks in the x2 fridges (which you would of expected) and they wasn’t even working anyway. The room was so hot and the air conditioning unit didn’t seem to be working so we asked for this to be looked at whilst we were out but when we returned it was just as hot so clearly this wasn’t done. There is no usb sockets so be sure to take your own plugs! The room wasn’t overly clean and had a musty smell. There was also a party of people staying on the same floor (someone’s 60th birthday) and all we heard all day and night was banging music and people laughing/screaming, not to mention the smell of weed being smoked (this was vile). The service downstairs was shocking, we waited 25 minutes to receive drinks we ordered and prior to that we were waited 15 minutes to even be served (and this only happend when I eventually had to ask)! When my partner booked this hotel, it stated we had unlimited access to the executive room downstairs which drinks and snacks were included, but this was closed and only tea and coffee were available. We spoke to a staff member who advised us that this should of been stated to us on checkout of the booking due to covid - 19, but to no avail. She advised she would check this out but never came back to let us know of the outcome?! You have to book a slot for breakfast, so we asked to book and the only time they had was 10am, and room service for breakfast wasn’t an option. I understand and appreciate we are all in strange difficult times currently, but we all still have jobs to hold down and a life to live so if the hotel is open and offering their service then why don’t they make it pleasurable one. Customer service needs...

We had a truly memorable time during our recent stay at this hotel, thanks to their exceptional customer service. We returned back for couple more days, on another occasion and the service impressed us.

I would especially like to recognise Yelizaveta, the Front Office Manager, who personally checked in on us and thoughtfully arranged an upgrade in light of our special occasion. Queenton from the front office also made sure we felt warmly welcomed, even before our arrival.

The hotel is well-equipped, the breakfast was just decent, and its proximity to major sights made our stay even more enjoyable. The laid-back and personalised approach truly sets this hotel apart from other Hilton properties in the UK.

Although the air conditioning was faulty during our visit, we greatly appreciated how the entire team responded once we reported it. The positive attitude shown by both Queenton and Yelizaveta made all the difference, they took ownership and ensured we were comfortable throughout the ordeal.

Jack, from the Executive Lounge, was an absolute star. Despite being the only staff member present, he took excellent care of us and other guests. We were genuinely impressed by his professionalism and attentiveness. The Italian wines served were quite palatable, and the canapés were enjoyable.

Mariella, from the bar, also took great care of us, both during breakfast and when we returned for drinks. Her warm conversation made us feel truly welcome in the city.

We have been served by Asia on two occasions, and each time she has been exceptionally kind, understanding, and well-mannered. Her generosity and thoughtful service really touched us, and she always made us feel well looked after. We truly appreciate her professionalism and care.

Raymond stood out for his infectious smile and genuine enthusiasm. He listened attentively to our feedback and showed great attention to detail. We also saw him handle a difficult guest situation with patience and positivity, turning it into a good experience. He clearly goes above and beyond and deserves recognition.

The hotel definitely needs a refresh, just like other Hilton properties across the UK, but the customer service makes up for any shortfalls.

We are already planning our next holiday at...