Heywood House Hotel, BW Signature Collection

I booked this hotel because of its cancellation policy. I cancelled well in advance of my 31st October booking, yet I've still haven't been refunded. I've spent so long chasing communication with the hotel via email and phone calls, with no success. I'm now out of pocket by £170 and there is no sign of any contact, customer service or reimbursement. less

Booked this hotel months before our stay and requested a specific room. We checked on 2 further occasions that the room we had the room booked even checking a few days before. On arrival we were told that they had given our room away. Spoke to the manager and she just shrugged her shoulders less

Me and my partner stayed at heywood house for his 25th birthday. Room was spotlessly clean, staff were 5* so accommodating and such a fabulous location. It’s ideal if you want to stay right in the city centre, if you’re out late there’s a 24hr reception so perfect for young people! less

absolute gem of a hotel in the heart of the hustle and bustle yet peacefull from the outside when in your room Exellant staff and the night porter happy to tell you some great secrets to the city Will 100% be staying again Thank you less

Having previously stayed In a few hotels in the city centre was keen on seeing what other hotels Liverpool had to offer. i had booked the hotel based on decent reviews and it even catered for a family friend who was a wheelchair user. The accessible room in short was good but a few pointers that she wanted to add in her case- the height of bed was Too high generally one side of the bed was blocked by a desk and she was unable to close curtains or even use the bed to Accommodate her needs. I was able to help her the second night but she also noted the doors Are extremely heavy and she struggled on my occasions gaining access to her room. The rooms were well decorated, tea/coffee/iron/ but no room bar or room service possibly due to current restrictions. We however as a group felt the gold stars deserved to go to front of house. The receptionist on arrival and on leaving - both were friendly, helpful and despite being busy made sure they were able to help or deal with anything. The night manager Chris went above and beyond for one of our party and made the stay that bit more special . We wouldn’t of found the experience of staying here as pleasant if it hadn’t been for the team Who were such amazing helpful people. The less can be said about the adjoining restaurant and bar, although not part of the hotel they mention to guests it’s able to be used for breakfast/lunch and dinner but was separate. .The staff generally were helpful with breakfast and dinner. However the poor and frankly embarrassing behaviour of one member of staff who chose to keep the change of just under £10 from a £30 odd bill and then lie and say they had told us no change was to be given back. We were absolutely shocked and feel this is quite shocking behaviour to state they had relayed the “no change” rule to us. We also weren’t allowed to bring any food or drink out of the restaurant over to the hotel as they said they didn’t have suitable containers. The hotel itself we feel should have an easier passage ok for guests who are using the adjoining restaurant and bar, maybe incentives of 10% as an example. Even though they are not linked we had such shocking and poor service from the restaurant that we certainly wouldn’t return there. The hotel itself could do with some minor tweaks here and there, but please keep the staff who we had rhat made our stay all the more special. less