DoubleTree by Hilton Hotel & Spa Liverpool

I was a little bit worried after seeing some negative reviews. But after staying here I can safely say I would not hesitate to recommend this hotel to a friend or anyone looking to visit Liverpool. Staff were polite and friendly, the room was spacious and clean. It was an ideal location within walking distance of the Cavern quarter etc!

Booked 2 rooms by my friend as we were travelling together, chose this hotel over municipal (charging for pool access)and Novotel (free pool access but not a Hilton) and Vignette (No pool) as we really wanted to relax in the pool after our work conference. Check-in: £25 charge for using the pool, spa closes at 6 pm( work conference expected to finish around 5-5:30 pm everyday). What a shame let's check in Enter the room and I would have guessed that I'm in one of the old Britannia hotels and not a Hilton. I'm not sure their A/C was functioning properly however the room temperature was decent to sleep. Housekeeping forgets to refill the shower gel and tea bags. The tables in the restaurant were not the cleanest and you could feel the stickiness. After paying for breakfast in advance 2 days I was questioned if I have breakfast included as my room was not included in the list. Overall it was not the best experience and definitely will not be using DoubleTree again ever. Might give Normal Hilton a chance. Neel from reception was amazing and was always helpful. Restaurant staff were good as well except the blunder of breakfast list. Management should look and change their online pricing by making sure the pool fee is highlighted so that people can make a choice beforehand.

Me and my friend booked this hotel as a little treat for ourselves. As a mum of 3, any time to myself is extremely limited, so we had been looking forward to this for a long time. The main reason for booking the hotel, was the onsite spa that the hotel offers. Upon arriving at 11.50am, we were told that the spa had to be closed due to a family bereavement. Now, I understand that things like this are completely beyond anyone’s control, but I asked to speak to a Manager, as like I say, this is the whole reason we had booked the hotel in the first place. If we had received an email before 10am, we would have simply cancelled the booking and booked somewhere else. Anyway, the Manager appeared and I can honestly say, I have never come across a ruder manager in my entire life. She was patronising, condescending and when I got upset after just completing a 2 hour round trip, to drop my daughter off at her Grandparents, so I could enjoy a spa day with my friend, she told me “stop crying!” At this point my friend interjected and told her, she had absolutely no right to tell me to not be upset at the situation. She kept saying “well, there is nothing we can do”, “the spa is separate to us” (this is completely irrelevant, as the spa was the reason we booked your hotel and the hotel is listed as “Doubletree Hilton & Spa”). In the end, she reluctantly gave us a complimentary drinks voucher after saying there was “nothing she could do”. Her whole attitude was absolutely disgusting!! At one point, she threatened to cancel our booking because how dare we be upset at the situation. If she had come down, apologised and said I’m sorry, here is a drinks voucher or a bottle of prosecco for the inconvenience, the whole situation could have been avoided. We already had a table booked at the onsite restaurant for lunch, so went in feeling really deflated and upset at how we had been spoken to. Here is where we came across Danny. Honestly, this guy was genuine, warm, friendly and turned our whole day around. This is who should be running your hotel to be honest, because the whole day would have been completely ruined if it wasn’t for him. Would I return to this hotel? Probably not, as if there was another issue going forward, I would never ever want to deal with that Manager again. Having stayed in lots of other hotels, this was the worst customer service I have ever received. But I will definitely be back to the restaurant as Danny, you were an absolute pleasure!