The Shankly Hotel Recensioni 100

I would not stay or recommend I am afraid

We stayed here at the beginning of April for a Hen Party, we had our stay booked and sadly moved a few times due to Covid so as you can imagine we were super excited to celebrate our brides hen party.

Sadly it didn’t meet our expectations or live up to the pictures we had seen online! We stayed in the Laurent Perrier suite which slept 24 people and had the huge long bath/pool down the middle; below are a few of our issues which sadly still not have been addressed by management, after leaving some detail on our feedback form and being told on check out when I tried to discuss ‘we will call you’ no one has called. I have now called up on 2 further occasions been promised call backs and still not had one.

The communication from the Shankly prior to our stay and now after has sadly fallen short, its impossible to get hold of people even when it was something simple like paying our remaining balance!

A few of our issues….

- Taps in the huge pool dripped constantly, and when I say taps these are HUGE taps, therefore the amount of water running out of these was a lot. This bath is directly outside your bedroom with no doors so no chance of sleeping. The Shankly said ‘that’s what they do sadly’ and when asked for something to be done they threw loads of bath towels in the bath so we wouldn’t hear the drips. Not really luxury. Yes it did the job, but seriously we shouldn’t of had to call on 2 occasions to get something done and throwing towels cannot be your long term solution here?!
- Our biggest issue was the smell in the room, we didn’t experience this until later in the evening, throughout the night and in the morning it was unbearable. It absolutely stunk of drains. At this point the bath had been emptied and no water was in our room. The stench kicking up was absolutely gross and would hit us in waves. In the morning we had to open the door which was by the lifts just to try and clear the smell out. (no windows in the room to ventilate either). This really disappointed us for the price we paid we could not wait to get out of the room in the morning, with a few of us feeling sick from the smell. It was absolutely fowl. Never stayed anywhere with such a stink.
- We booked afternoon tea and across all of us ladies the cakes were lovely but sadly the sandwich’s were very stale, they had obviously been left out a fair while before coming to the tables. With Salmon being served this just isn’t really right. And as a result a huge amount was wasted as the bread was so stale.
- When we checked in we were told we can get the pool re filled at any time by calling reception and also from 10pm they serve pizza. Well both of these things weren’t accurate or available. When we called in the evening about 10pm to get the bath emptied and re filled with hot water the guy who came sadly kicked off at us so much that we changed our minds as we felt guilty for asking. This room is booked due to the bath size so feeling pressured and like we were being a hassle isn’t what we were expecting. 10pm came and we fancied pizza, when we called reception they bluntly told us the chef isn’t cooking tonight. Even though 7 hours prior we were told this was available. We were told to order off just eat Locally. (postcode isn’t even found on Just Eat) and this whole process took us about 2.5hours to get something delivered. We would have gone out for food had we not been told we could have pizza provided by the Shankly.
- In one of the suites in the room there were no temperature taps on the shower so that shower was scolding hot and not usable. With no warning or sign. One of our guests found out the hard way.
- The room itself is nice from afar but far from nice. When you look closely it is actually filthy and not clean. Lots of things look fairly cheap and it just lacks quality. Our feet were all brown from being barefoot in the room.
- Considering they direct all of there services to the main reception the room doesn’t have a phone so you either need to travel downstairs away from the party or go through about 7 Switchboard options and hope you get through to the correct team. Pretty hard when you have had a few!

Lots of little things that could have been improved to make this stay 100% worth the money, but the service, lack of response and lack of ownership really is disappointing. Personally ladies I would keep looking for your hen party accommodation and look to find somewhere else. Its is not like the pictures or worth the price and the service and quality just is not there.

AVOID!! THEY WITHHOLD MONEY!!
We are due a refund from yet another appalling stay we had at the Shankly in January.. STILL no refund.
We stayed in August 2021 and the room was disgusting (see photos). They moved us to another room and we had to rush out for our food reservation, came back and the tv wasn’t working so we asked reception and they tried to fix it but nothing so moved us to another room. By this time it was around 9:30 and we were just disappointed.
We were offered a half price stay if we rebooked, so we did for January 2022. Thought we’d give them the benefit of the doubt.. it was just another waste of money. The room was okay, could have done with a bit of a clean but nothing like the first time. Unfortunately next door was like a nightclub screaming, shouting, playing music extremely loud. We complained around 1am to the reception to be told they haven’t got a noise policy.. sent someone up who told them ‘I don’t think you’re being loud but we’ve had a complaint so try keep it down a little, I don’t think you’re being loud though’ so of course next door just carried on. By 1:30 we’d had enough and checked out.
I sent an email explaining what had happened and they offered us a full refund which was meant to be in our account by 21st January. It is now 5th April and still no refund. We were told in March we might not even get the refund now even though I have it in writing. Every time we phone we’re told management are in meetings, every time I email it’s ‘I’ll chase accounts’.
Absolutely appalling customer service in the Shankly. Honestly. Avoid it. Don’t waste your money

Deposit not refunded

Booked in for a stag do in November 2021 had to pay a pre-authorisation payment of £50.00 per guest upon checking in (£300 in total). Was told that it could take up to 15 day to refund this, chased up on multiple occasions and was told they were experiencing a system issue which had cause delays in payment being processed, still not received the refund! Poor communication and customer service, avoid at all costs! Providing a 1 star review is being generous.

Stayed here with my sister, teenage daughter and 10 year old son for 1 night when I booked the room I asked for the beds to be made up as 4 single beds as we have had before on arrival I was told this was not the case as the room was not big enough and they were moving us to a bigger room on arrival at the bigger room which slept 6 we still could only have beds made up as 1 double and 2 singles admitting defeat we took the room only to find the TV didn't work and my daughter's bed linen was dirty asked at reception for this to be sorted over an hour later had to ask again eventually it was sorted later on in the evening we had problems with the next door room having a party music blaring , shouting , screaming running up and down the corridor by 12.30 I rang reception to complain they asked for the music to be turned down which they did but the party carried on all night until at least 4.30 am at which point we were all exhausted overall Iam really disappointed with this hotel I would not suggest bringing families here and we will most certainly not be coming again (plus we are still waiting on our £200 deposit which I had to pay for a child as well 😱)

Sadly the entire experience was disappointing. We booked three rooms for my hen do and stayed for two nights.

The entire hotel experience was not great, definitely not worth the money we paid. Our beds weren’t changed or even made, our room serviced needed chasing for over an hour to name a few things. I was offered a complimentary stay to remove my post which wasn’t provided. Bad communication continued even when trying to book my complmentry stay. What a shame.

We got married here in July 2021 and I wouldn't recommend it to anyone. This is a party hotel, trying to be a wedding venue - and doing a poor job. The hotel is in need or re-decorating and it is loud and poor staffed. They double booked our date, 3 months before our wedding - and then tried to persuade us to change dates! We had 4 x different wedding co-ordinators and all of them were terrible communicators (didn't answer emails or calls - always gave unlikely excuses, such as 'broken phones', etc.). The honeymoon suite was dirty and smelt like damp. They double booked our in-laws hotel for the weekend and they had to stay elsewhere. The list goes on! Please do not book here for your special day: you will enjoy your day with family & friends regardless, but it is not worth the stress and anxiety in the build up. Find somewhere that makes the run up exciting, not stressful.

Awful customer service - I was unable to travel due to Covid, no refund or transfer. I have been trying to claim on my insurance and to get a confirmation that I didn’t check in but that is also too much to ask. I would advise not to book in unless you can 💯 % sure you won’t catch covid. So disappointing 😩

It's with great sadness I am having to write this review. I read through the reviews and I thought aww God, I don't want this to be real. I've had the shankly in my head for my wedding venue even before I got engaged. I wanted to look around the venue. I was booked in over email to look around and when I got to the reception it appeared they new nothing about it and the wedding planner wasn't even there. Lucky the bar manager (nick) I think was lovely and jumped to show us around and we received a drink on the house when we had look around. He told us he wouldn't be able to answer much wedding question but will give us an email. Before we emailed to book this visit we was ringing the reception one day I was on hold for 30 mins, no one answered the phone. I rang the restaurant and they told me they can't pass me through buy they took my name and number and Said I would be rung, again this didn't happen.

We couldn't check in till 3pm so we waited in the bar and then there was a que, which is fine I don't mind as we didn't wait in the reception we was in the bar. He gave us an email for the wedding planner and got no reply.

Eric was a lovely man who took our cases and had a good laugh with us. This was checking in and also when we was leaving. He is exceptional at his job and should be at receptionsi, As the people at Reception just don't appear to want to be there or do there job, but again I didn't let this effect me as the venue was simply stunning.
Room was lovely, a few wear and tear marks but again didn't affect me and I loved loved love the make up area!! Leaving was all fine with an easy check out we gave Eric our key and he held the door open and on our way we went.

I found Chris the managers email also on the reviews so I emailed him, he responsed and then the the wedding planner replied straight away but just once, not bothered since.

I've emailed Chris a fair few times since staying and we still haven't received out £50 we put down as a deposit.

My partner and me are deeply saddened by all of this as we was set on this venue for our wedding as it has meaning behind it but also truly beautiful.

What has happened to it since covid, I do not know, but the owner needs to go I and get people trained and maybe stop the deposits?

This place is the worst place you could ever go to, full of scum bags. Ran by bad people and people they have working on the doors are the most shadiest men you could know, heard plenty of stories of these bouncers setting people up to be robbed and beat up, bad bad place

I was meant to stay at this accommodation with my partner who booked it for 2 guests. However as my partner didn’t sate the name of the second guest they wasn’t allowed to stay, despite allowing 8 guests for a double room instantly after in front or us, making us pay for a second Uber and a second booking, we would like a refund.

Horrendous , dirty. No customer service. Run by children , missing things in room , broken shower , room flooded , gas leak. Evacuated , stay away!!!!!

We stayed for 1 night 26th August in a Luxury Room for 8 people.
The confirmation email stated a pre authorisation of £50 per person would be taken on check in. This was processed on the day a total of £400.
I am still waiting for the deposit to be refunded - I have made numerous calls but no one picks up!!
As stated above this should have been a pre authorisation and not full payment - this was not the case the money was taken from my account. This goes against the terms and conditions. I have had no emails or any communication from the hotel.

I would not recommend a stay at this hotel as the administration is poor as is the customer service! I think it’s a disgrace to hold peoples money in this way and from other reviews it seems common practice!

This hotel does not answer phone calls, emails or fb messenger
They hold your money and ignore you.
Do not recommend

I was so upset by my negative experience at the Shankly Hotel that I am taking the time to leave a review. After half an hour waiting to be checked in we were given a room for 8 when we had booked a room for 2 but had to change as the TV and WIFI did not work. The next room we were given was dirty. The staff were abrupt and disinterested. I am still waiting for my £50 authorisation money to be refunded and can see from reviews that this is unlikely to happen, despite leaving the room cleaner than when we arrived. This hotel does Liverpool a disservice and Bill Shankly would turn in his grave.

Room was dirty stains on covers and bed linen .... jacuzzi needed a deep clean before it can even be used. Tv didn't work properly and they steal the holding deposit from your card and ignore any correspondence you send regarding your complaint. Very poor service / establishment

I’ve just returned home from a 1 night stay at the Shankly Hotel. When we arrived at check in, I thought the foyer/restaurant etc was impressive looking. Music/vibe/location had me feeling like I’d made a good choice and the check in staff were friendly etc. But that is where the positives stop. Me and 7 friends stayed in the EVE room on the 5th floor for an eye watering £520, room was nothing like the luxuriously photos they put on their website. Also on top of £520 they ask for a further £300 deposit, you could burn the room down and it still wouldn’t cost £300 to fix it. No breakfast/parking is included in the room rate, that all costs extra. The room reminded me of a hostel, wall paper peeling off. TV didn’t work, Bluetooth wall speaker didn’t work so no music to fuel our “party” experience. The double beds were two single divan beds pushed together, 3 of these beds had huge dents in them making it almost impossible to sleep in. Considering this is party hotel they miss out on the small things e.g. no corkscrew/bottle opener in the room, no ice box. 1 x Chair between 8 of us. Also fire alarm going off almost on some sort of loop is so frustrating. We paid £12 for breakfast which was nice but the fire alarm made it not enjoyable at all. First time staying in a signature living hotel and it will be my last. It’s basically daylight robbery changing hundreds of pounds and selling luxury and getting no luxury at all.

Awful room..smelt of sewers. Jacuzzi didn't work. No shower gel. Tried to contact three times online to no response..moved to another room that stunk of woman's perfume and hadn't been cleaned properly.

Bought gifts vouchers as a Christmas gift for son and partner ..voucher states you can only book a room by telephoning .. 2 hours of phone calls .. one 35 mins waiting still unable to get through to book .. 2 emails unanswered..tried all extensions. All the same .. wait an age and then recorded message stating mailbox is full .. happy to take money for vouchers then make it impossible to book .. and COVID not to blame now .. shocking service .. beware if buying vouchers for this hotel!!

If you are planning to visit Liverpool, stay away from this hotel it is the worst hotel I have ever stayed in. The rooms are very basic, unkempt, filthy and definitely not a 5 star. I paid for one of there luxury rooms that was featured on the show, so I was expecting a WOW factor On arrival you have a choice if you want to pay for secure parking a 24 hour day rate of £15.00 (parking is open to the general public) When I arrived I had to pay a further £50.00 deposit, which was supposed to be returned back into my account. I was given the keys to 319 and I was suppose to of got a bottle of Prosecco, this never happened the room smelt damp, worn and shabby, no theme, the bed was a double boxed divan, that did not join together, no WIFI connection or a secured line was available on, the bath had dirty marks and the taps had brown water stains on them. Complained to the desk downstairs, but they where not willing to assist, (just listened) but they did say they would bring a bottle of Prosecco to my room later, this did not happen. After making another complaint they said they would see if another room is available tomorrow. Sunday morning we decided to leave after speaking to the manager Michael McGurk explaining these issues, told him that the room is a basic Travellers Lodge and I was not happy for the amount I paid, Michael insisted that I would get my deposit and the full reimbursement that was May 2021, I have tried to email him and customer relations however they all seem to be on annual leave or unavailable, we are now in August 2021 -Please view the correspondence letter sent:

Dear Michael

On the 28th May 2021 I was meant to stay at your hotel for 2 nights in room 319. As I mentioned to you at the time, the accommodation was unsatisfactory.
When I asked to be moved to another room, I was told that this was not possible; nor was the problem rectified.
I therefore explained that I would not be staying 2 nights and left after 1 night.
It was an implied term of our contract that the accommodation provided would be of a standard of cleanliness and quality reasonably to be expected from this type and price of hotel.
It is also an implied term that the service provided would be done so with reasonable care and skill as required by the Supply of Goods and Services Act 1982 / Consumer Rights Act 2015.
Therefore, you are in breach of contract.
You advised that you ensure that I was reimbursed the following expenses within 7 days (which I have still not received)

These are as follows:
£135 – accommodation
£30 – bottle of Prosecco (never received)
£40 – reimbursement of meal (paid twice)
£50 – Deposit
£23.90 – full English breakfast (did not have)
Total to be reimbursed £278.90
I require your response to this letter within 14 days

I have now reported this matter to my Bank (protected via payment), and hoping to get the full settlement as Shankly are not responding. the worst hotel I ever stayed in, really wish I read the reviews beforehand on Trust Pilot.

Shankly hotel should be ashamed of themselves for false advertisements, do not waste your money at place

Complaint raised due to £500 Presidential suite. We stayed 30-31 July 2021
-bathroom flooded it was like a swimmin pool, that spilled out of bathroom
- jazquzzi was dirty with black stuff, scum, hair, flakes of something. I had to it wash out,
- sofa and chair was damaged
- tv dud not tune any channels
- staff attitude was poor the receptionist with the bun was rude, stern and lacked any emotional intelligence or ability to present professionalism with a smile but instead spoke to customers like a boarding school head mistress. The other staff that inspected the flood was dismissive and unapologetic offering no options and instead gave attitude speaking to us like we flooded a clogged up dirty/hair filled drain.
- the manager acknowledge the staff behaviour was poor having witnessed the receptionist behaviour and advised training would be offered and if they dont improve she/they will be sacked
-the manager acknowledged the flooding was Shakly hotel issue and accepted a refund or 50% off next visit should be made but we require a refund and he assured me confirmation of what will be offered would be received 2 august. I was also assured the £300 security payment would be refunded and this is still awaited.
-no communication from shankly, no courtesy email or call as promised, emails sent not acknowledged which has been an issue over the last 3 months. You call shankly you email no response. I would of recommended this hotel as the flooding you would hope was an isolated incident but we couldn't use the toilet or wash properly we had to wash in the jacuzzi like a bath which delayed us immensely reaching our evening event as there were 7 of us. Can u imagine the time spent resetting the jacuzzi with water. This was the bridal suite I'll leave to your imagine if the bride was getting ready for her wedding morning with 6 bridesmaids.