The Shankly Hotel Recensioni 100

Shocking hotel should be called The Skankly over subscribed event 2 days prior to restrictions being lifted (17 July) no social distancing, no masks, no hand sanitizer offered, 2 or out party of 4 caught COVID.

We stayed over night at the hotel and the rooms were dark with very low lighting and no privacy to the windows everyone in the bars opposite could see right in (no one way glass). Beds were super comfy but I would NEVER stay there or visit the hotel for an event in the future.

Very little regard for safety of their clientele.

1 star is more than this company deserves. I have been trying got get hold of them for over a month via email, messenger, and phone. Calls ring out, DMs and Emails are ignored. Its absolutely appalling customer service. Save your money and book elsewhere.

Our wedding on 4th July 2021 was exactly everything we wanted - we were originally due to get married on 31st May 2021 and everything was post-poned for us without a problem.

There were a few hiccups with checking in the night before our wedding but everything was resolved.

Our day was literally amazing from start to finish - Ciara, Jack & Ryan are a credit to the hotel and our day wouldn't have been what it was without them!

The food and drinks were amazing. The bedrooms do seem a little tired which a few of our guests did comment on but everyone thought the hotel was lovely overall.

Absolutely terrible, AVOID!!!

Pre-Covid, I was a regular visitor of the Shankly Hotel, which makes my experience all the more insulting.

On 11/07/2020, I booked one of their party rooms for 2 nights, totalling £600. I paid £300 upfront, with the remaining balance to be settled on my arrival.

On 27/10/2020, my booking was cancelled due to covid. I was informed that by booking was non-refundable, and they could only offer me my £300 in the form of a gift voucher - as mentioned before, I visited the hotel often so I didn't mind this and happily accepted.

To cut a long story short, 8 months on I am yet to receive my voucher/refund. I have called multiple times and been blatantly ignored (as I type this, the phone has been ringing for 45 minutes and 28 seconds with no answer).

Last Saturday (26/06/2021) I went into the Shankly myself hoping for answers as I was in the area. I spoke to the front desk manager who assured me that I would receive a call back in 48 hours. I told him that I didn't believe him, and I've heard it all before, but I was promised that they would stick to their word. Surprise Surprise, a week on, NO CALL.

Chris/other directors, if you are reading this (and I know you are) I am extremely generously giving you 7 more days to rectify this before I start seeking legal advice.

DON'T ASK ME TO CALL YOU - YOU DON'T ANSWER - YOU HAVE MY DETAILS!

I have given 1 star as had no choice . I have been trying to get through to the shankley hotel via phone emails and social media for over 3 months they are holding my money from February 2020 it’s a joke of a company

One star to good for this.
Did couples experience room with eveing meal and breakfast. Room needed tlc tap heads missing so on.
As we booked a package we went down for eveing meal at 8pm. Place aa quite greated and was asked if dining or package meal thing! Said what we booked. Happen a a4 sheet menu told go pick your own table. Baring in mind we booked are tike slot in restaurant 2 weeks prior thought we have table waiting for us. We picked a cosy table as this would been are first day as man and wife but for 2nd year running our cyprus wedding had been covid cancelled. 8.10pm waiter came over got our drink order and ask if knew what meal we like. Put meal order in and was told be better ordering pudding now. So all orders in. Had mention table could do with wipe to as food on and liquid. Me and hubby to be look around chatted about what would of been so on if been in Cyprus now. 8.25pm no drinks still notice people around us getting drinks plates being cleared away and meals being brought out. By 8.45 pm no drink brought over no food no service. I felt people were looking at us to why we just sat there. I felt be littled as was not worth them seeing to us as clearly package and not what they thought be spending more money!!!! Little did they know we would be. So we got up walk across restaurant out to reception no one even notice we were leaving left or someone say goodbye enjoy your eveing. Went spoke to a lovely lady at reception who truly the best thing person they have working for them. She too was shocked at what happen as restaurant quiet she could clearly see I was upset as explain how felt and what would of been are 1st day as man wife. Went out to town to try enjoy rest of eveing away. We couldn't get a meal out as what places were open for meal were booked and others stopped taking food orders. Good old mc ds at one in morning. In the morning I couldn't face going back restaurant for breakfast to be treated same way and ruin the start of what should be positive day. Going the town hall to register our wedding. We checked out re explain when ask about our stay what happen. Said room lovely so on but would like refund for meals we pay extra for and not had. This was mwnt be dealt with that day with phone call back. Its been 2 weeks I rang and ask what's happening ask to speak to manger after a week of no contact. Again no phone call. Had our money not interested now hey. What a big disappointment this has been. One phone call is not too much to ask for surly. Was ment book hen do weekend here but no chance. If your big spender they love you and spoil you if you do a package your pitty poor unworthy of bothering with. Never again will I be belittled like that. Shankly you really need to get your customer service sorted and what ever manger you have working for you step up and mange!!!!!!!!!!!!!!!!!!!

Do not give this hotel your money! They are not dealing with the bookings they have taken! Donna is quick to respond to all the good reviews on trip advisor but never responds to her emails!
Their T&C's are a joke and they do what they like! Absolutely zero correspondence regarding our booking 5th - 7th March.
A hotel of this standard should have a 5* Customer Service but they have put their head in the sand! Look at all the reviews that are being left on Facebook, Trip Advisor and Instagram and the unhappy people they have left high and dry!
Disgusting!

Crazy rooms amazing decor and such a fun place to stay will be back when rules allow it

My Mum booked an afternoon tea with friends and paid for the group in one go. Due to Covid the event was moved by 4 months and the 10 friends could not all make the new date so a refund was requested. A voucher was initially offered, then 10 vouchers for a similar afternoon tea. I intervened and advised that my Mum was entitled to a cash refund. They refused her over and over again, so I contacted Citizens Advice and they confirmed that she was entitled to a refund in the same way she initially paid - i.e in cash (card) rather than in vouchers (which were likely to be useless anyway).
Still with this information it took two weeks, and me sending numerous emails, for the refund to be made. They tried to fob me off with it being not in their terms and conditions - however this was a complete lie.
Do not let this company convince you that you aren’t entitled to your money back. Keep emailing, contact Citizens Advice yourself and don’t give up.
Their customer services team is woeful, they never answer the phone and only answer emails every other day at best - usually after 2/3 days if you send a very strongly worded email.
They never apologised for trying to pull the wool over my Mum’s eyes, and the girl we were dealing with was just basically useless.
I won’t ever book with this company, and I’m on to my Mum and her friends that they’d be better off spending their money elsewhere.

Awful non existent customer service
tried to cancel reservation due to covid, calls and dms ignored, never again will I look to book here

I had a reservation and stayed over Saturday 5th September. We were allocated room 408.

I had been wanting to stay at this hotel for a long time now and have heard great things so I was really excited when I booked it. We had travelled 2 and a half hours and it was a surprise for my partners birthday.

Upon entering the room I was extremely disappointed. It was nothing like the pictures on the website. The room smelt damp, the ‘double bath’ was tiny. Everything was old and uncared for. The shower head was hanging off.

We got settled in nevertheless and I ran a bath - the temperate knob didn’t work so the water couldn’t be turned from hot to cold. Not that it mattered as the water wasn’t even hot anyway.
There was no shower curtain so the shower head leaked all over the floor (no wonder it smells damp). Once the jets were turned on in the bath it released a horrendous smell and turned the water a funny colour.
I phoned reception and asked them if there was an issue or if someone could take a look. No one came up so I rang again. I advised we were going out but if someone could come have a look.

I also advised one of the chairs was broken. The front leg was snapped off so if anyone tried to sit on it it would have collapsed.

When we got back to the hotel that evening it was clear no one had been to our room, so I went downstairs and asked again. A guy then came up about 15 minutes later to take a look, he did something with an Allen key and asked if it was any better (it wasn’t) the water was warm but it was nowhere near warm enough to have a bath in. We gave up as a bad job. (Not to be rude but the guy really did smell horrendous - we had to open all the windows when he had gone because it was making us feel sick).

The amenities also were not great, there was nowhere in the hotel we could get even a soft drink from past 10pm. We were told to go to a local Tesco 10 minutes away.

I advised this all at reception upon on departure, she advised she was going to look into it for me and I would receive an email by 3pm. I am still awaiting any communication. I paid a £50 deposit when I got to the hotel as you usually would and I am still waiting for it to be returned to my account!!

All In all I am extremely disappointed with the whole experience and it has ruined what I wanted to be a great birthday weekend.

I have since emailed twice due to not hearing from the hotel when I was advised I would receive communication the same day.

DO NOT WASTE YOUR MONEY!!!!!!!!!!!!

Just booked a room for next Sunday at the hotels reception. A month before we tried to book but with a little difficulty because we had a voucher.. Paul on reception came to our rescue, a real gem, nothing was a problem for him and we were booked in there and then on a bubbles and breakfast night. I love good customer service and this is what we got. Shankly please tell this lovely gentleman he is brillliant and don't ever let him go.

Shocking customer service trying to get a refund as my booking was cancelled due to Covid in April, since then calls and emails all ignored

ABSOLUTELY DISGUSTED! Recently rang up to cancel my booking due to the ongoing Covid-19 outbreak as I’m currently self isolating due to living with people out of the older age demographic who are at extremely high risk if they catch this virus. Understandably, these businesses have to keep running but as an individual who won’t be able to work for the foreseeable future and won’t have any government handout the refund for this room is needed at this time.

I had my wedding here in September 2019 and the experience was anything but stress free. The run up to the wedding was so stressful due to really poor customer service from the wedding co-coordinators. It was very unpleasant and ruined what should have been an exciting time.

After many emails and upsetting phonecalls, we finally finalised the wedding plans the week of the wedding which wasn't good enough.

On the day of the wedding our wedding party were told that their rooms were not reserved despite being booked months beforehand. So, throughout the day we lost many guests who were up and down to reception trying to resolve the issue with a few missing part of the wedding breakfast. The issue with the rooms was eventually sorted during the evening reception or so we thought.

It had been agreed that a tab placed on the bar for top table would not service shots and was only for top table guests. When I checked on the bar tab near the end of the night I was shocked that it was so low and said this to the staff member who provided me the tab, but I was shocked to find out an hour later it had rose by £400. There were numerous shots and drinks on the tab that no one on the top table even drank. I can only surmise that the tab was opened up for other guests.

I was informed that the bride would have her own toilet cubicle that would be locked at all times and so left a large brand new bottle of perfume in there to only find out right after the wedding ceremony it had been stolen. The hotel will not reimburse this.

The wedding cake was supposed to be sliced and some left in our bridal suite for us to taste after the ceremony but this never happened and so we never even got to taste our own wedding cake.

Once the evening celebrations had finished, my parents had still not been allocated a room despite me booking them a room for four as they were looking after my two of our children. At 2am reception dealt with this by phoning my other guests to ask them at 2am to vacate their rooms to make way for my parents. Even my parents found this disgusting and so agreed to settle in a bedroom for 2 people which led to my daughter having to share a room with my in laws which isn't appropriate and my 10 year old son had to share with myself and my husband in the bridal suite, not what you expect to happen on your wedding night.

I have made many complaints about this since the wedding to be offered with a free night in the bridal suite which just isn't good enough. With having four children and getting married late in life spending your savings, it really isn't fair for this to not be taken seriously. Lovely hotel and some dedicated workers but the awful customer service really lets this hotel down. I would most certainly not recommend to book your wedding here due to the poor customer service received.

Dont know why people have given bad reviews , this place is amazing been about 3 times now perfect for couples parties or family took our daughters here for a day in liverpool awesome experience.

Here’s my story about this shoddy hotel.

Booked a stay in January this year. Got to room and as you go in there’s a bathroom on the left of a small passage. I took a look inside the bathroom and noticed the bath was half full of water. Looked in the toilet as the lid was up and someone had urinated and not flushed.

I then went through passage into the bedroom. There was about 6 kids aged around 11-13 in there, two were bouncing on beds the rest were lounging. They all jumped up and looked petrified. So I’m thinking we were given the wrong room. They started saying that it was them in the wrong room and their mum was in reception. Obviously a load of b***ocks so I said “Nah, you lot stay we’re getting another room”. They all followed us out, clearly worried and disappeared to god knows where.

So I gets to reception and I tell you now the staff didn’t believe me. However they gave us another room. That room was obviously a spare or overspill room or something because it was freezing cold. I went down to reception and they said it was them that controlled the heating. So went back up and found the heating was on in the bathroom but the bedroom was colder than a penguin’s a*se. I would have cuddled up to wifey and shivered myself to sleep but it turns out this room of doom is next to some kind of lift machinery because it clanked and grinded all night.

Went down next morning and complained. Didn’t rant and rave, just said it was a shocking situation. This was a different manager from previous night but she pretty much called me a liar with regard to the kids in the room. She said house keeping had missed the room that was all. So I assume I must have seen the ghosts of 6 Victorian chimney sweeps or something. Anyway this Manager, Sarah, offed either a refund or a free return stay. I opted for refund.

6 months later, after phoning, tweeting and generally trying to drive them mad, no refund came. I eventually got a message from a guy from customer relations called Liam Bellew (deffo not a relation to Tony I’m sure) He takes my card details and says he will give me a refund. 4 weeks later and I’m STILL waiting. He’s also ignoring my emails now too.

I’ll keep trying to get my money back off of these shoddy people but in the mean time, maybe look elsewhere than this tatty place if you want to stay somewhere that prides itself on good customer service

I booked a room at the Shankly Liverpool in October 2018 for my friends wedding in September 2019. Sadly the wedding was cancelled in February. This has been a difficult time for everyone involved. I first contacted the hotel in February about acquiring a refund for my room, I was told they would arrange this with the bride. However I still hadn't heard anything by May, so I contacted the Weddings Team again. I sent numerous emails and made phone-calls, in which I explained that if I couldn't have a refund I would, albeit reluctantly, stay in the room. On May 17th 2019 I was told I could have a refund for the room. I have still not received the refund and have sent emails which have been ignored. I have given my number to the team to contact me about the process and reason for the delay, as it had been over 4 weeks since I was told I could have the refund, but have heard nothing.

I've had to spend a significant amount of time and energy on an issue that I thought would be very simple to resolve. I am extremely disappointed with how I have been treated and would never stay in a Signatureliving hotel. I have never written a trip advisor review before and didn't want to have to write this, however I've exhausted all other avenues. I hope that through writing this review the weddings team can address their customer service and show compassion to guests when weddings are cancelled. I hope that nobody else has to go through the arduous process that I have.

Shocking hotel. We stayed on 2 January 2019 and had a terrible night. There was a huge leak coming through the bathroom in the middle of the night, causing it to flood and wake us up. The cleaner and night duty manager had to come up a number of times to sort which took some time, all at 2-3am. The metal extractor fan cover in the bathroom even fell off and nearly landed on the cleaner's head. The room's phone didn't work (so I had to use my mobile to report the issue) and the bedroom window was also broken. It is a tired, shabby hotel and is definitely not four star.

Besides the above, which resulted in a very poor night's sleep in a sub-standard room, I am still awaiting a full refund FIVE MONTHS after our stay, which had been agreed on the morning of checkout with the manager on duty. This is despite numerous emails and calls.

The management team are completely incompetent. The first manager dealing with the refund confirmed it was being processed and, subsequent to his departure from the business, I actually find out from another manager that he hadn't even commenced the refund process, this being after a couple of months of communications where he was essentially lying to me. I don't know how this can be considered acceptable in any industry, but it is with the Shankly. From a look at other reviews, it seems that this is how the Shankly/Signature Living do business, as many other people appear to have been in the same situation with something having been agreed and then subsequently being ignored. Absolutely no integrity.

It is amazing that a business can continue with such poor customer service and complete disregard for the consumer. If they had dealt with the matter, as had been promised five months ago, I would have had no issue with the hotel as they would have made good the situation. Unfortunately this is not the case. Spend your money elsewhere, with a business that has integrity.

The hotel and the rooms are exceptional BUT do not try to contact them by e-mail as they NEVER respond.

Tried to book an additional nights stay by e-mail but all attempts were totally ignored.