Having stayed here on several occasions, I was shocked at how standards had dropped. The place is clean but customer service is no longer at the heart of your stay and in the past it was one of the things which made me return.
At breakfaSt staff took a long time to realise I was there and get me srated.
The first room I was in the window wouldn't close and the wind was blowing a gale . So tried to put the aircon on, but it would only blow cold. Maintenance took forever to come, couldn't fix either thing . So I had to repack and eventually move. The aircon in this room didn't work either ! So they had to bring a heater. ..
I witnessed reception staff discussing customers in a very unfavourable and unprofessional manner and also overheard customers being spoken to in a very patronising and j helpful manner.
I am not sure what has happened but this is no longer the customer friendly hotel it used to be and customer service is not anywhere near the standard it used to be only months ago :-(
Comment from Hotel Management
10-Oct-2016 by General Manager, Hotel Management
Thank you for taking the time to place your review following your most recent stay with us in the heart of Liverpool.
Needless to say, I am most concerned and embarrassed to learn of your experiences. I have taken time to review your invaluable feedback with my Management Team, who wish to be associated with my sincere apologies to you and I have instigated immediate retraining to address the areas you highlight.
In addition, I have commenced the process of finding and rectifying the problems you encountered with your air-conditioning.
As a valued guest, your loyalty is paramount. It would be pleasure to be able to welcome you back to stay with us again in the near future, so that we may be able to provide you with the high standards of service you rightly expected to receive on this occasion.
If I may be of any further assistance to you, please do not hesitate in contacting me directly.