Liverpool City Centre (Liverpool One) hotel

Premier Inn Feedback Ref: WHB-2993229-W6D6 Hi Colin, Thank you for taking the time to share the details of your recent stay. I’m truly sorry for the inconvenience you experienced, especially regarding the shower issue and the way the situation was handled. This is certainly not the standard of service we aim to provide. As you have now checked out, I have begun investigating this matter today with the hotel management team to understand exactly what happened and why the issue was not resolved during your stay. I will come back to you with a full update and next steps as soon as my investigation is complete. Thank you for your patience, and again, I sincerely apologise for the disruption to your trip. Kind Regards, Habiba Guest Relations Advisor Our full Premier Inn & hub by Premier Inn Terms and Conditions can be found here Please see our Privacy Notices for information on how we process your data: Premier Inn & hub by Premier Inn - Privacy Notice Restaurants - please visit the brand website ------------------- Original Message ------------------- From: Colin Johnson ; Received: Sun Feb 15 2026 14:15:39 GMT+0000 (Greenwich Mean Time) To: Guest Relations Mailbox ; Subject: Fw: Premier Inn Feedback Ref: WHB-2993229-W6D6 You don't often get email from colin.johnson06@outlook.com. Learn why this is important Caution: This email originated from outside of Whitbread. DO NOT CLICK links or attachments unless you recognise the sender and know the content is safe. Hi Habiba, Just to follow on from our recent stay. We have now checked out from our room and home but I just wanted to put in writing the full issue We checked in around 5pm on Friday 13th Feb. We had tickets to watch a show Friday evening so we got changed and headed straight out. The room seemed like the standard we expect from a premier inn room. We got back late after our concert and went to bed. The next morning we are planning out our day and with it being valentines day we had things booked and paid for. As we started to get ready that is when we noticed the shower was not working, so around 09:10 on the Saturday morning I went to reception to report it and was told the maintenence man was not due in until 10am so I left my room number with the man on reception and went back to my room to wait. Around 10:25am I went back down to ask when someone was coming to look at the shower and the lady went to look for another member of staff and I assume it was the manager because it was the same person I saw when I first came down. He then said again the maintance manager is not due in until 10am which I replied its now 10:25 and his response was "oh" so I asked could he be sent up and he then asked me again what my room number was. At 10:45 I went back down and spoke to a 3rd member of staff and stated the shower is not working and she then got the same man who I spoke to the first time and then he said "ill have to swap rooms for you but the maids only just come in at 10:30 so dont know what is ready yet" and tried to walk off. So I said about the maintenance man and he then said "he is dealing with an emergency in another building". I said we have plans for a day out around the city and he just said nothing more he can do, walked off back into an office area and I was unable to follow him at that point. Which is when I called guest relations I accept things can happen from time to time but the way it was handled was poor. No one cared we couldn't shower, just said sorry about that and pointed me back to the man who I spoke to in the first place. There was no one in control, no one knew how to deal with it and yes it was a saturday and the hotel was busy but it was not our fault and ruined our morning. And the fact there was posters up say "premier inn has staff 24hrs a day to help" was laughable at this point. I wouldn't have minded if they just let us use a room to shower. I didnt have to be cleaned throughly just so we could shower but never offered anything. We resorted to washing in the sink both days we were there which was not pleasant but only option we had. I have stayed in premier inns many times and expect a certain level of service. Not having a shower is not what I expect and thought things like this are checked before a room is allocate I was also baffled no one even came to the room to look themselves. That man really did not care and it was frustrating to say the least. Its not a service I expect when staying in a hotel. We paid a lot of money to stay there plus car parking and not being able to shower to ruin our trip To summerise not having facility to keep personal hygiene is one thing but added to that insult is careless member of staff who had no control over it, did not care, would not give a timeline, told me different reasons about the maintenence man or even make any effort to even look for another room, is really poor management. There was no update, no note left in our room, we were just left to get on with it

Enjoyed the hotel breakfast was poor bacon was not nice horribal taste not worth the price disappointed room warm fresh bed comfy bar nice and bright

The hotel itself is in a great location to everything however didn’t live up to expectations. We book a premier plus room and first impressions were poor. When we got out of the lift on the top floor there was litter all over the floor and on check out the next day it was STILL there. The room itself was a bit shabby in the bathroom the towel rail had clearly come away from the wall and placed lower down however the original fixing wasn’t filled in or painted. The complementary dodgy washes etc were ALL empty and the rainfall shower sprayed everywhere but on you, all up the walls all over the floor and it was all loose on the fitting. The TV remote didn’t work and we raised all of these issues to reception before we went out for the evening. On return we spoke to Abdul who told us he had been up to the room saw the issue but couldn’t fix as maintenance left at 4pm but someone would come to the room before check out so we could shower. We checked out at 10.30am but no one had come. The ladies on reception were so lovely when we raised with them but Abdul hadn’t left a handover. The TV remote wasn’t fixed and body wash wasn’t replaced. To add to this I came to make a coffee in the morning and there was NO milk. Not what you expect from a premier plus room and while the ladies in the morning were really lovey the actions of Abdul the night manager and also house keeping were absolutely incompetent.

We stayed 4 nights. Check in wasn't easy as the automated system didn't work and we couldn't find a member of staff. We requested our room to be serviced once, but it didn't get done. And the hairdryer stopped working and started making a burning smell. I went to the bar to find someone and the member of staff was apologetic and went up to the room to leave us fresh towels, empty the bin and leave us a new hairdryer, which we were grateful for. Generally the hotel felt pretty dirty, with rubbish lying on the floor through the corridors and filthy windows. The plus side is the location was great and the room was quite quiet. And don't expect great things using the TV!

Hotel easy to find you do need to go in the lift to access reception. We were given a room with a door that could be used to access the room next door (it was locked) we could hear every sound from the room which was not very pleasant at 5.30am when are on a weekend away. We did go to reception and were told next time we book to phone befoarrival and request a room that isn't joined by a door.