Municipalhotelliverpool Reviews 

For details of went wrong please see below the email of complaintI have sent to the hotel

Dear Municipal Hotel Liverpool,

I am writing to make a formal complaint regarding our recent stay at the hotel on the night of our wedding. The stay was booked as a gift for us by our children, so naturally we were expecting the experience to be special and memorable for all the right reasons.

Unfortunately, the service we received was extremely disappointing and, in my opinion, fell well below the standard you would expect from a hotel of this nature.

The first issue occurred during the early hours of the morning following our wedding. At approximately 2:30am, I ordered food to be delivered to our room. When the food arrived, I was presented with a card machine and asked to make immediate payment.

I find this particularly surprising. Given that we were residents of the hotel, why was the charge not simply added to our room account and settled when we checked out? Having to deal with a card payment at 2:30am on our wedding night was both inconvenient and completely unnecessary.

The following morning, matters became even more frustrating. We ordered breakfast to our room, believing that breakfast was included in the rate paid by our children when they booked the stay for us. Once again, I was presented with a payment machine and asked to pay.

I explained that, to the best of my knowledge, breakfast was included. However, the waiter insisted that it was not and that payment was required. I therefore paid the £75 charge.

After checking with our children following our departure, they confirmed that breakfast was indeed included in the booking. I subsequently contacted the hotel to explain what had happened. I was then asked to send an email detailing the complaint. I declined, as I felt it was unreasonable to expect me to spend further time documenting an error that was clearly the result of the hotel’s own failure to correctly check the booking.

After considerable discussion, the hotel eventually agreed that the £75 breakfast charge had been made incorrectly and agreed to refund it. However, I was then told that it could take approximately five days for the money to be returned to my card.

The whole experience was extremely frustrating, particularly given the occasion. This was our wedding night, a stay that our children had thoughtfully arranged and paid for as a special present to us. Instead of feeling valued and looked after, we were left dealing with unnecessary payment issues, incorrect information and ultimately having to challenge the hotel to rectify its own mistake.

I appreciate that mistakes can happen, but the combination of these incidents, particularly the breakfast issue, demonstrates a disappointing lack of communication and attention to detail. The fact that I had to argue the matter before the hotel accepted that the breakfast charge was incorrect makes the situation even more unacceptable.

I would therefore ask that this complaint is formally investigated and that you provide a response explaining how these failures occurred and what steps will be taken to ensure other guests, particularly those celebrating important occasions, do not experience similar treatment.

I would also expect the hotel to consider an appropriate gesture of goodwill in recognition of the extremely disappointing experience we had on what should have been a very special night.

I look forward to receiving your response.

I have never had such and experience in my life with booking a hotel. What should have been simple turned out to be a nightmare. I booked a suite in this hotel on the Accor app, and entered my card details so payment could be made. I phoned the hotel 4 days in advance of the booking, to let them know that although I made the booking, it would be my mother and wife who would be attending (I bought them a little weekend treat). I was told this would be fine, and payment would automatically be taken from my card when they arrived. A few days later I called for another matter but was then told the opposite - automatic payment would NOT be taken. There was then a dreadful palaver, where the hotel sent me 2 emails to enter my card details, which I did. On the MORNING of the booking, the hotel called me to say the card had been declined, which can only be a problem from their end, as there is plenty of money in the bank, and I received no notification from my bank whatsoever that they had attempted to take payment. The receptionist was very rude, and stated that I would have to attend in person to pay - obviously something I am not prepared to do. They would not even take a payment from me over the phone. This left such a bad taste that I cancelled the (very expensive) suite which I had booked, leaving me scrabbling to book another hotel at the last moment, and 2 extremely disappointed guests. Overall, the service was abysmal - I was misinformed several times, the receptionist was rude and virtually implied that I was committing fraud, which I found extremely offensive, and in addition, it is almost impossible to speak to reception when you call the hotel. Overall, this was the worst booking experience I have ever had with any hotel anywhere in the world, ever in my life. I'm absolutely disgusted and would never use this hotel again. Avoid!!!

Stayed for 3 nights over Christmas as me and my wife got married. Room was fantastic, stayed in the Municipal Suite( which the hotel gave us half price as we were getting married, so a big thank you). Abbi( from the tea room) helped my wife get in to her wedding dress. She's so lovely and it was really nice to have her there. After meeting her in July.
All the breakfast staff were lovely; Juan, Debbie, South African supervisor( sorry wife lost your names) and lovely lady with glasses.
Mark the doorman was lovely and really helpful.
Stayed for the 6 course Christmas dinner which was lovely. Only gripe about it, it said the 6th course was coffee and mince pie. Which we didn't get, so I asked for a coffee and was charged. Bit rough seeing as we paid £420.
Bar staff were a bit stand offish the whole stay.
Especially the superviser, we came in to the hotel after being married. Still in tuxedo and wedding dress. No congratulations, which was odd as everyone who walked past was really nice and congratulating us. Even offering to buy us a drink.
Ordered an Old Fashioned and my wife asked for a sweet cocktail. To which the superviser decided to give us an insanely expensive cocktail which for some reason came in big post box. ( which we didn't ask for). Which wasn't even that sweet. Which I then had to pay £48 pounds for, seeing a the old fashioned was £14 if I remember rightly. After service charge that made her drink about £30. Not a nice thing to do, a strawberry daiquiri would've sufficed. That did annoy us.
Also we staying in Pullman before here and we had a nice note in the room with sweets congratulating us on our wedding. Nothing in the Municipal, strange we've stayed in a few hotels on special occasions. And there's always been a nice note and a few chocolates. Or even a bottle of proseco.
But nothing here, for the sake of a few pounds I would suggest going forward it might be something you do.
But overall the hotel is beautiful and the bar area is as well. Would we stay again?Maybe, but would definitely pop in for a nice drink and food.

Amazing treatment “Tribe517 Life Force”in the spa, with Cheryl. Thank you for an hour of relaxation with your magic hands.
The spa is so friendly and welcoming. Would definitely come again. 😊

Absolutely gorgeous place, staff are amazing. Can’t do enough for you. Big shout out to Franco the Bar tender for keeping well lubricated! Facilities are great. Foods brilliant. 1 of the best steaks I’ve ever had. And I’m a big fat dude. My wife absolutely loved it. Will definitely be back next time we are in Liverpool.

Spa was overcrowded and there were more bookings! No lockers, beds, chairs or pegs left to hang towel or robe on. We were promised a call from the Spa Manager but we’re still waiting! Don’t waste your money or time visiting.

Well…. £300 for one night stay, wasn’t worth it…..
Positive things 1st
A very lovely hotel….
Negatives
Not value for money.
Got there at 3pm to check in, offered a drink at the bar as they were very busy, which delayed all our evening, we got to our room, very nice and clean, went to the bathroom, toilet seating falling off, toilet roll holder hanging off, toilet seat was repaired and the guy who came up apologised and was very professional….
We were never asked at reception if we wanted to book a table for dinner, when we rang to try and book it was full up and very busy.
We went to the spa which was lovely, again all the errors delayed all our evening, and most restaurants were fully booked at the time we went out..
In the morning time we went for breakfast very very busy, staff friendly and polite, ordered poached eggs, which were over cooked, hot food on the self service was empty, by the time the food came out my poached eggs were cold, we had to ask twice for coffee and tea we ordered, the wife’s tea was a big teapot with just one teabag in, she likes her tea strong, so she left it, all staff to busy to ask anyone, we got up and left….
Overall I know it was a busy time of year, but when your big hotel and u pay them prices for one nights stay, then it should be more organised……

Stayed one night (thank goodness) and it took ages for the guy to actually check us in. Kept being distracted for chats with various other people. Finally, he insisted on taking us to our room and as soon as we got in he told us rooms weren’t heated until guests got into the room. He then said he would set the temperature which was showing 17 to 21. What he didn’t realise was that there was a spanner symbol on the gauge and the air continued blowing 17 all night. We were frozen. Reception woman apologised and that was it. No offer of compensation. £200 … really? Not worth half of that.

15 minutes walk around a maze of badly lit corridors to look for the room, with the room numbers hardly readable. Nobody to show us to the room. No pencils no notepads in the room. No bottle of water but only 2 half liter cans looking like orphans in an otherwise completely empty small fridge. No bathrobes. Underserving its 5 stars.

Left an Item in my room called numerous times to be told housekeeping will get back to me its now been 6 days

Some of the staff in this place are appalling!!
They clearly have no clue about what is appropriate infront of customers or how to hold the "class" this hotel perceives to have I had one staff member blaintly point me out to other staff members to tell them I'm transgender even going as far to explain to another member in detail infront of not only other customers on the bar floor but myself included the whole time thinking it was a joke !!! I even had one come up to me to ask if it was true what "RYAN" had just told him