Doubletree by Hilton Liverpool

"A warning to anyone considering booking a package at this hotel: make sure you get written confirmation of exactly what is included and whether any additional occupancy charges apply. We stayed for my wife’s birthday and the hotel knew in advance that two people would be attending. I discussed the stay directly with the front desk while arranging our spa booking and treatment. At no point was I told there was an issue with the reservation or that an additional fee would be payable. After our stay, however, an additional £115.50 was charged to my card because the hotel says the original booking was for single occupancy a week after checkout. This was never highlighted to me during booking, before arrival, at check-in or during our stay. Had it been, I could have reviewed the booking and decided whether I was prepared to pay the additional cost. The package description also referred to a £30 dining credit per person, which in my view made the position even less clear when booking for two people. To add to the disappointment, our room was not available until 4pm, which prevented us from getting changed and enjoying the full one-hour spa experience included in our package. As a long-standing Hilton Honors Gold member, this is not the level of service I expected. I have formally complained to the hotel and disputed the additional £115.50 charge. At the time of posting this review, I have still received no response from the hotel regarding my complaint. Based on my experience, I would strongly recommend checking every detail and potential additional charge before booking."

"I’m trying to book Hilton options when I can because they have a good promo on points. So I booked three rooms here for family. One was ready ahead of official check in and that was much appreciated. It was a spacious room with a very powerful shower and separate deep bath tub. All very good and in a quiet part of the hotel. The second room was shower over bath, not ideal but a nice room all the same. The third room was just for one night and my niece said she was happy with it. Breakfast was ok, pretty standard for Hilton Doubletree though my mother in law said in both days the coffee from the machine was undrinkable. I’m not sure if she just prefers instant! What lets the hotel down is that the wifi was pretty unusable. The usual wifi was not working at all and we were asked to use the public access option with a code. Maybe that is just not designed for the upper floors. It rarely worked for more than a minute, if you could get it at all. Our TV also struggled with consistent signal, so perhaps there’s a problem with the reception generally in the hotel. I’ve marked the overall score down because good wifi and reliable tv signal are pretty basic there days."

"I prepaid a food option on my reservation, while I stayed at the hotel I found that I would be unable to use it due to a clash in my travel arrangements, and would be able to get my money back. After my stay I raised a billing case to receive a refund. I never heard anything back even though the email states they will respond within 3 days. I phoned the hotel and the receptionist told me that my refund had been processed and would email me a confirmation email. I never received my refund or a confirmation email. I have emailed the hotel directly and had no reply and phoned multiple times and keep getting told the hotel manager will call me back which never happens. So I have still never received my money back for something I never used."