Mason's Liverpool — Restaurant in Liverpool

We had a hen party booking for 17 people, myself and a friend arrived at 2.35pm for our 3pm booking, we were seated at a table of 4 initially as the front desk assistant couldn't locate my booking, we were then moved again to another table before being told to leave and come back at 3pm, we arrived back with the rest of the party and the table wasn't ready, we didn't get let in the venue and seated until 3.10, only for there not to be enough table and chairs to fit our party and 5 guests were standing, the service was shocking and totally unacceptable, it took at least 20 minutes for a table to be added & 45 minutes before people of our party received a drink! The bar was empty to which we have pictures, and the table behind us had their order taken 4 times before we even got seen too, which is ridiculous being bottomless brunch, I had to ask at least 9 times for a drink for our non alcoholic guest to which she only received 2 drinks the whole stay! It was evident that there was a lack of staff & communication from front house host and the manager on shift who was serving drinks behind the bar. The Service was terrible on drinks, we were offered a table behind us to give us more space at 3.30pm which had been empty all this time but that would mean our back to our friends. We raised all these issues multiple times & had to speak with the manager outside as you can't have a conversation inside. The shot train was nothing of the kind...they came round once and delivered one shot to our party of 17 to a non drinker so there was no consideration into who the hen was, nothing was made special for the bride to be and it has ruined her experience of a bottomless brunch hen party. We got told at this point we can have ten percent of the bill, we then had to raise issues over not receiving our meals at this point it was 4.10pm and our brunch was suppose to end 4.30pm the food arrived at 4.25pm and we were given a grace period of 15 minutes. After raising our complaints again we were offered 20 percent of our bill. The bill arrived with a service charge on, which we would of paid if we had received good service, but unfortunately there was more issues as the discount was not on the bill we received, and having 5 guests on a non alcoholic brunch priced at £39 the bill was charging them at £45, we had to raise this issue 3 times before it got dealt with. No manager came back to use at the end of our stay they just sent bar staff with the bill and issues. Spending a total of over £700 this service was a dreadful experience. The staff need to be more skilled in customer care and satisfaction. I would not recommend Masons. The whole afternoon left a dampening on the group. My only positive point is credit to the saxophone player that afternoon. I hope any other future hen parties or special occasions do not receive the service...

Went here for my sister's 30th on Saturday. I had booked a few weeks ago as I was aware that getting a place would be difficult and they got back to me straight away. I was told I would not be able to bring balloons or hire the rooftop bar but they would allow me to purchase balloons. Fair enough! The day before we went I rang about the balloons for table. Woman was lovely but said she would need to check with manager and I advised I was happy to pay the charge. The manager declined this stating it was short notice. It was balloons with more than 24 hours notice and we were a large party. This irrated me as I am a front line nhs worker. Had I had been furloughed as many hospitality industries were I would have had time to call with plenty of notice however I have a very busy job and this was not possible! I thought as there were 10 of us I would be unable to find somewhere else so proceeded. We went to another bar beforehand which was perfect however left early to get to Masons. The manager was present with an unwelcoming presence. We were directed outside and told we would have to have two tables. These tables were divided by plants and no way of speaking to each other. There was no heaters and due to being in the shade it was freezing although they did have blankets. There were people allowed to book the rooftop bar which we saw and when asked if there was availability were told there was none. The staff were lovely and one host was clearly freezing advising that management had not allowed her to wear something warmer. Whilst the food was nice, the drinks menu was poor. Really disappointed and sad that my sister, who also worked throughout the pandemic, didn't have a better experience. My friends and I will not be returning. I'm just sorry I...

Attended Masons tonight, we were shocked at our experience and could not recommend it to anybody. Our booking was confirmed and cancelled so we went to Masons to confirm our booking and it was confirmed this morning. When we arrived at our time slot and were eventually seated it was well after our booking. We didn’t receive menus when we were seated and took approximately 10mins to be given menus and served. Less than an hour into our booking we were handed the bill and told we had to leave our table to stand because they had an event. I had a discussion with Michael, the manager. He told me there was not meant to be bookings that late. As a result of the inconvenience I was promised a drink in Masons and when Masons closed we would be brought into a bar and given another drink as we had not received our 90mins of bottomless brunch. When we moved a waitress rolled her eyes at us when we asked for a drink. Eventually we got a drink then the whole venue was made leave, we were not allowed finish our drinks or bring them with us and we got no drink in the bar as promised. On leaving the bouncer searched a member of the group for drink despite having none. Although not mentioned on the menu there is a 12.5% service charged added to the bill. Additionally we were charged £40 of a deposit which is stated to be redeemable off your bill. This was not the case. Music was good but apart from that the entire day was ruined trying to get the service we paid for. Could not recommend, would hate for anyone else to have had the experience we had. I have attached a picture...