Hotel Chocolat — Restaurant in Liverpool

Really unimpressed. Visited 8/11/25 @ 14.50. Waited very patiently, whilst wearing my invisibilty cloak, to be served. There were 3 members of staff and only 1 customer in front of me. When I eventually got served, I asked for a decaf Americano with cold milk and a latte. The member of staff said she would bring them over. When she plonked the drinks on the table the Americano cup was filled to the brim. Impossible to add any milk. No sugar for my latte. I went back to the counter to get sugar and was told it was in the open paper cup next to the stirrers and small wooden spoons. The paper cup was handled by everyone who wanted sugar, and could easily have been contaminated with anything and everything. What's going on? Is there any staff training, and who is in charge? None of the staff gave a damn. Won't be back. No management, poor customer service, no staff training, no stock control, no...

What a wonderful time we had today with Elen!

We did the chocolate tasting event at the Speke store and Elen was our guide through the tasting.

From the moment we entered the store she was warm and welcoming, and made us feel at ease.

The chocolate was amazing, and the knowledge Elen had was incredible! We've learned so much from her and ended up buying a few boxes of chocolates (very good saleswoman 😄👌🏼) Were even considering a trip to the Hotel because of her too.

Thank you for giving us such a good time, Elen. You are a credit to the company!

Elen absolutely made this experience for us. I'd love for her to be recognised for her excellent skills.

Thanks once again for such a good experience, we've been buzzing...

First time visiting here as normally visit the shop on Chester., didn't realise this one in liverpool had a cafe so that made my day. Me and my son went for the milkshakes which are so tasty and the ice cream, it was so enjoyable and full of flavour. Who doesn't love hotel chocolat. Was surprised by the cafe menu as wasn't as expensive as I expected actually normal price to other cafe or milkshake places, the 2 staff members were so friendly and patient when my son took forever to decide what he wanted, the gentleman who was making the milkshakes was lovely and talkative to us and overall exceptional customer service. We will be back next time were visiting family in...