Stayed two nights, two rooms. Executive Floor. Multiple requests for the promised bathrobes were at first met with "I'll see to it" but after 2 days the truth came out : "we don't have nearly enough for all the Exec Rooms. It took us 36 hours to get a second bath towel (same excuse as the bathrobes.) On 5 occasions we requested a soap dish, which never came : "we don't have any spare", so spent half the time retrieving soap from floor. The promised in-room mineral water never appeared in either room on either day. None of the usual Diamond Member welcome goodies. The list was almost endless and too detailed to go into here. Suffice to say that not even the minimum of service was delivered and the rooms were not even fully equipped with even basic needs : one small shower gel for 2 people for 2 days! We ended up going out and buying our own. As for the Executive Lounge, this was, in the main, a joke. Overcrowded, dirty, not properly serviced with either food nor drink. Happy hours are from 18:00 to 20:00. On our first night, when nothing had appeared at 18:30, I went down to reception and asked for for a Duty Manager in order to ask him/her what was going on. I was informed that this wasn't their usual service and that Happy Hour would be extended pro-rata. Needless to say, at 19:50 the staff started clearing things away. Before 20:00 there was no longer any food nor alcoholic drinks to be had. In comparison to every other European Hilton Lounge I've visited, this is by far a long way from the norm. I had to speak to staff about various problems on about 6 or so occasions and the Duty Manager twice. None of my concerns were addressed, not least of all the appalling language from guests that is apparently deemed to be acceptable in the Exec Lounge. The staff do absolutely nothing at all about this and don't even try to ask people to watch their language. It wasn't a question of the odd case : on the first night there were 10 or 12 people at different tables f'ing away (and worse) and, on our second night, another dozen or so, mostly different, people doing exactly the same! Funnily enough, all of them seemed to have a local accent. In short, not a place to bring children and not a place to have a relaxing time. Happy Hour in this hotel consists of sub-standard snacks, warm white wine, crowds of people hoarding several bottles of beer in one serving, virtually non-stop f-words and c-words etc. and the staff not giving a hoot! Liverpool itself has undergone a massive face-lift and cleanup... all that's left now is for the people themselves to clean-up their act. As this is extremely unlikely to happen in our lifetime, or probably ever, I would not suggest a visit to Liverpool - despite its new attractions - and especially not to this hotel in particular. A disgusting ambiance in a hotel staffed mostly by uninterested staff managed by incompetent "leaders"... and I heard enough f- and c-words in a 4-hour period, to last me at least 4 lifetimes.
If you want a good room : choose a different hotel...
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