The Dixie Dean Hotel — Hotel in Liverpool

My stay at Dixie Dean was intended to be a special birthday weekend, but it turned into a stressful and severely disappointing experience. The hotel failed to provide basic amenities and then compounded the issue with shockingly poor and unprofessional customer service.|1. Critical Room Failures (Contract Broken):|• Day 1: The shower in our initial room was broken and unusable.|• Day 1/2: The air conditioning was completely non-functional during a period of extreme heat, and the fan provided also failed.|• Impact: Due to these consecutive failures of essential amenities, we were forced to undergo a stressful room move in the middle of our stay.|2. Direct Financial & Experience Loss:|The necessity of changing rooms caused a significant delay and disruption, which resulted in us missing a non-refundable, pre-booked dinner reservation. This directly added to our financial loss and ruined the evening that was meant to be the centrepiece of the birthday celebration.|3. Unprofessional Customer Service & Threat:|Despite spending £530.20 on a ruined weekend, the hotel management has formally refused to issue a full refund, citing a non-refundable policy.|• Contradictory Information: Staff offered contradictory information about the broken AC, with three employees confirming it was faulty, which was later disputed by management.|• The Refund Dispute: The hotel claims the £75 difference for a date change was not a fee but a price increase, which feels irrelevant given they failed to provide the basic services we paid for. A non-refundable policy is void when the hotel breaks the contract by failing to provide working, essential amenities.|• Attempted Censorship/Extortion: Most concerningly, the hotel explicitly stated in writing that if I published any negative reviews detailing my genuine experience, they would withdraw a meagre 30% discount offer on a future stay. This attempt to silence an honest account of their service and failures is unacceptable and is being escalated to consumer protection authorities.|||The combination of multiple basic service failures and the management's deeply unprofessional, threatening behaviour regarding a refund and review is frankly appalling. This hotel prioritises avoiding accountability over guest comfort and safety. I have formally rejected their inadequate offer and am pursuing a full £530.20 refund via my credit card company.|I strongly advise prospective guests to consider these practices before booking. The hotel's willingness to withhold an offer to prevent an honest review shows a complete disregard for transparency and customer rights.|Stay away if you value basic amenities and fair...

First impressions, the hotel is beautiful. Very moody atmosphere with all the low level lighting and royal blue furnishings in the lobby. ||We were immediately greeted by a very friendly and polite receptionist. She gave us our room key and a letter with all relevant information about access to the hotel, offers on cocktails and what time our breakfast would be served. ||We made our way to level 2 to our room and as we exited the lift we realised that we’re no lights on the corridors. It was pretty hard to see the number on the doors in the dark. I’m not sure if they were motion sensor operated but they didn’t seem to be working. ||The room we had was a lovely decorated, large room which house two double beds, one on either side of the room. Included in the room were tea/coffee making facilities, ironing board/iron, hairdryer and tv. It really was a beautiful room. The bathroom also had a jacuzzi bath. ||There are only a few minus points as far as we were concerned and I wouldn’t say they massively impacted our stay but thought they were worth mentioning considering the price you pay for the rooms. ||1. The TV was difficult to see from either of the double beds as it was side in to both of them. Maybe having the TV on an adjustable arm would be an idea? ||2. The kettle etc were kept in the bottom of the wardrobe so we had to find a plug socket in the of the bedside tables to be able to use it. There could be a designated tea/coffee stand. ||3. There was a massive gap under our door to the corridor which, if you were the type of person to be inclined to do so, you could see out into the corridor and therefore into the bedroom. This also meant that other guests walking to their rooms at night could be heard very loudly. ||4. I know there were shops all around but I felt the lack of a complimentary bottle of water a little disappointing. ||5. Going back to the TV, half of the channels didn’t work and it wouldn’t let you connect your phone to the TV either, even with the QR code. I know I’ve mentioned the TV twice now and I promise we did leave the hotel but this was an “escape from the kids” break, so being able to watch a little tv before bed would’ve been nice. The radio channels were also very limited, ok if you like jazz, talk sport or 80’s music though. ||With all this said, it was pretty comfortable and we did enjoy ourselves. Not too sure I’d rush back for another...

I didn’t want to write this review as I was really looking forward to staying here and wanted to give it the benefit of the doubt in regards to previous poor reviews but here goes .

Location: great loads of bars and food places near by . Parking is 1minute walk from hotel public car park £15 for overnight

Check in: staff welcoming, reception clean tidy , quick process they do ask for £50 refundable deposit but expensive if u ask me no other hotel do this really . So went to room to find it wasn’t a room I’d booked and paid for, I’d booked specifically a room with jacuzzi bath. So returned to reception to be told it’s if one’s available nonono I paid for that room so that’s what I should get . Luckily there was one .

Room : the pictures make them look better tbh we had booked a double luxury but there was 2 double beds in our room not an issue so initially looked clean and tidy . Went into bathroom to find a scarrowing sponge on the floor and bottle top from obviously previous guest . Floor also marked . Bath tub had cod webs on it . When we came to use bath we had it cleaned first . The push down plug didn’t work so staff had to come fix it again friendly . Well if ur expecting a nice hot jacuzzi bath don’t , the water trickles out and is Luke warm we had to boil over 6 kettles to get it to a temperature we cud atleast feel warm in we tried the taps in some many different ways but it was Luke warm seems from other reviews this is a common theme. Bedding on the bed had a mark on and there were hairs in the bed .the wallpaper is poorly placed with gaps between the joins . Beds themselves were really comfy and lovely pillows You do get free tea coffee ect in room and there’s a hair dryer .

Check out : again staff friendly, listened to feedback and requested contact so a manager could get intouch. The manager got intouch and offered 20% off next stay lol I’m sorry but I live 4hrs away 20% is nothing. I stayed this and said I atleast want 20% refund on this stay . I did only get 20% back £19.97 and in hindsight I should of received a full refund as this trip was for my partner’s birthday and in all it disappointed 😔 unfortunately as the staff are welcoming and the hotel looks amazing in...