I wish I hadn't stayed here
18/10/2016 Clare W, Leeds, United Kingdom
As a regular visitor to Liverpool we decided to stay in the Feathers hotel as we had passed it many times and it looked nice outside. The location is only 5 minutes to the city centre as well. I wish ... more
As a regular visitor to Liverpool we decided to stay in the Feathers hotel as we had passed it many times and it looked nice outside. The location is only 5 minutes to the city centre as well. I wish we hadn’t.
I stayed here last weekend for 2 nights. I booked a room with three single beds on Expedia for 3 adults. When I checked in I asked if I could park the car in the car park. The woman on reception said that she thought the car park was full however, she then checked and said there were spaces. She advised us that we had to pay £10 per night to park and had to hand over our car keys in case they needed to move our car. We were told that our room was number 65 which was on the top floor.
We were aware there was no lift there as it is a listed building but having walked up 70 stairs dragging up a suitcase it was just the start of our problems. When we got to the room there was only a double bed and a chair not the 3 single beds we had requested. Down the 70 steps to reception to be told we should go wait in our room- which we did. A few minutes later a man from housekeeping came to our room to say he was going to make up the chair. However, we said that it was not suitable for an adult to sleep on. Down again 70 steps to reception to complain that either a proper bed should be provided or we should be moved to another room with the three single beds that we booked. The woman on reception said that the hotel was fully booked and that the room was a family room therefore the chair would be made into a bed. Despite protesting that the chair was not suitable for an adult and only a child she said that was what was going to be done. She said the double bed could be split into two singles which would be done. She told me to advise reception when we are going out so that they could come up to the room and make the bed.
When we went out we advised reception of this effect so they could make up the bed. When we came back we found a put you up bed was made up rather than the chair which we thought was far better but still unacceptable as we had paid for 3 single beds. As for splitting the double bed into singles forget that. We didn’t bother to complain about this as it required going up and down 140 steps to probably be fobbed off anyway.
The room was quite big which was good but there were a number of things which I felt were below par for what they say is a three star hotel. Firstly, as the room purports to be for three people there was little storage space to hang up clothes. There was only one lamp in the room which you could put on if you didn’t want the big overhead lights. The switch for this was behind the bed and required moving the bed to turn it on and off. We also found a mug which had been used but not washed in our room. The room was also incredibly hot despite no heating. The TV was good though with many channels.
The next morning we had a shower to find the pressure was quite unsatisfactory as it was an electric shower. The water took a long time to get hot and then when it eventually got hot it was scolding. In our opinion it was also dangerous getting in and out of the bath as there was no proper mat or any bars to hold onto. For the 2 days we could smell bacon being cooked for breakfast in our bathroom which was obviously coming from downstairs. At first the smell was quite pleasant but after a few hours of food smells it smelt quite sickly as the smell had wafted into the bedroom despite having to have the window open all the time because of the heat.
We went out for the day and when we returned having climbed 70 steps we found our card did not work. I am well aware that cards can often stop working if they are near electronic devices but I made sure the card was not so there was obviously something wrong with it. Again another 70 stairs to reception where the man sorted it for us. Up another 70 stairs and we found our room was not serviced. We did not put any sign out to say we did not want it to be cleaned. So why wasn’t it done.
In the whole time of staying there we saw only one man who worked in housekeeping who seemed nice but overworked. So my guess is that they are short staffed or saving money on cleaning staff which I think is more than likely.
We did not eat breakfast as we felt that considering the standard of accommodation and attitude of staff we did not feel like giving them anymore business. I would recommend having breakfast in one of the cafes or pubs nearby where it is half the price.
Positives: Secure parking, good TV, coffee and tea making facilities, good location and good Wi-Fi as well as the ability to get fit with all the stairs
Would I stay here again? NO
I have stayed in other hotels in Liverpool which merit the 3 star rating but I feel the Feathers only merits a one star. less
, Front Office Manager at Best Western Hallmark Hotel Liverpool Feathers, responded to this review
Dear Clare W,
Thank you for taking the time to write a review on TripAdvisor following your stay at Best Western Hallmark Feathers Hotel Liverpool. I am very sorry to hear that you were disappointed with your recent stay. It is always our intention to make sure we meet our guest expectations, I am very sorry. We do appreciate your feedback however as we are always trying to improve what we do and if you have a chance to stay again, I hope you will find things much better.
Due to the car park we only have limited spaces, . Unfortunately the hotel does not have any lifts as the hotel is a listed building , however we do have porters to help our guest with their luggage. The room type which you booked is classed as a family room which sleeps three guests. I will pass your comments over your lamp and shower onto our maintenance team.
Please accept my apologies that we did not meet up to your expectations at the hotel I will pass your feedback onto the management team , if you wish to contact myself please email me at email@example.com.
I do hope we can welcome you back to the hotel in the future to reinstall your faith once again at Best Western Hallmark Feathers Hotel Liverpool.