I stayed in this hotel towards the end of last year. After an awful experience I emailed the company to explain what the problems were. After a few weeks with no reply I emailed the brand headquarters again explaining my issues, this was in December 2013, I am still waiting for a reply!! I don't see why hotels don't take on board customer comments, after all if it wasn't for customers there wouldn't be a hotel!! I have copied in the letter below to highlight the 3 main issues and to let future travellers what to expect....
I am emailing you today to express my sheer disappointment and disgust with your Campanile Liverpool Hotel.
My booking was made through Late Rooms to stay for one night in a twin room for the 30th October 2013. I explained in my booking comments that I was treating my father to a night away from home for his 60th birthday, to watch a show at the Echo Arena and to have a day shopping at the Liverpool Centre.
I have three main complaints that I would like to bring to your attention;
The first one being on check in, the receptionist took my details and explained that they had booked us into a double room for the one night. I immediately corrected her and assured her that I had booked a twin room as I was staying with my Father. This is a simple mistake which could have been made anywhere and if the situation was resolved there and then I would be happy. However your receptionist insisted that I had booked a double room, even when I had presented my booking confirmation. She proceeded to go through her files huffing and looking at her colleague which made me feel like we were a burden to them having to alter their room plans. After a few minutes she presented us with a new room number (room 123) with her saying she has had to move rooms around for us! Like I said, if the issue was resolved with no ‘huffing’ or making out like we were a burden to your hotel it would have been fine, but your receptionist made us feel very unwelcome.
The second complaint occurred at 3am in the morning as we were awoken by the fire alarm. My father is a retired fire fighter and so immediately we put our jackets on, went to our door and out into the corridor to make our way to the fire assembly point. As we were walking down the corridor your night porter/receptionist came running down shouting for us all not to move and that she would locate the source of the fire first to see if it was a real fire or a technical fault as “to save us the trip outside”. For starters this raised cause for concern, there were around 6 other bedrooms on our corridor with confused people standing around waiting to be told what to do next as we weren’t allowed outside. After around 10 minutes with no return of your staff member my father thought enough was enough and decided to go and investigate for himself, something no guest should have to do. He came back up to say that another guest has told him a young girl became intoxicated and pressed the alarm. We waited a further few minutes to see if your staff member was going to come and tell us herself what was going on and what to do, however no one appeared and we had to take it upon ourselves to go back to our rooms. Like the check in process, this could have happened anywhere however it was down to your staff member to be fire trained and ensure the safety of all guests. However she told us differently to what is expressed on the back of the bedroom doors, and did not follow up to tell us what was going on, instead it was down to the guests to investigate and make our own judgements.
My third and final complaint occurred at breakfast. My father and I arrived in the breakfast room at 8:15am giving us plenty of time before checking out. However when we arrived to be seated your waitress looked at us as if to say ‘you must be joking’ whilst glancing over to what looked like a business meeting being held in half your restaurant with only 5 tables left for your guests to have breakfast on. We had to wait a further 5 minutes before we could get a seat. I do not think it is appropriate for a hotel of that size to only offer 5 tables for your guests. The ones eating felt rushed as their tables were needed and one ones standing waiting were getting, quite understandably, fed up. Once we got our table we were looking forward to our continental and cooked breakfast we had ordered. I must say that the food was lovely; however the breakfast experience was yet again spoilt by this business meeting. The lead speaker, a young woman, was educating business men on products she was selling, these included treatments for irritable bowel syndrome, acne and diarrhea, she went deeply into each symptom, this is certainly NOT something diners want to hear about whilst trying to enjoy their breakfast! I do not understand why the business meeting was not held in the fully capable conference room on site, this would have resolved the seating issue and the issue of guests hearing disgusting bodily dysfunctions whilst eating.
After gaining a degree in International Hospitality business management and then going on to work in many different hospitality establishments I must say that I am extremely disappointed in your Liverpool Hotel, and the Campanile brand in itself. I understand that it is classed as a ‘budget’ hotel, but even still, you need certain standards of service and aim to meet a standard of guest satisfaction, both of which you have failed.
To charge a customer £59.15 to experience the things my father and I have is extortionate and unfair to future customers. As I explained in the booking comments, I had brought him to celebrate his 60th birthday, one in which your hotel has ruined!
I will not be staying in a Campanile hotel again and I will make sure that people know the real experiences they can expect when going to stay there.
I look forward to your reply and your views on these issues.
This completed my letter, like I said, I am STILL waiting for a reply! My advice for anyone travelling to Liverpool is DO NOT STAY HERE. There are far nicer hotel around Albert Dock, or even on the doorstep of Liverpool One shopping centre who can match and often beat the prices and certainly beat the standards of this hotel!!
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- Also Known As:
- Campanile Liverpool Hotel Liverpool
- Liverpool Campanile Hotel