Liverpool City Centre (Liverpool One) hotel

We checked in on 3/7/25 and had issues with our room key since then. This evening I sought assistance from reception as my room key was yet again not working. Firstly after waiting a while at reception with no one available to help, I went to the bar area and was met with hostility by Abdul who raised his voice at me and said that I should wait at reception and he would come when he had time. After waiting a while he eventually came through and after me addressing the tone of his voice, he shouted at me once again saying that this was not his problem and if I have an issue I must raise it with head office. The total lack of empathy and disregard for the customer was shocking, he had no way of speaking and just lashed out at me for the bad day he was obviously having. This is my first time staying at the Premier Inn and will certainly be the last

Excellent reception staff when we visited on the afternoon of 28 June. Poor chap (dark hair) was trying to juggle everything thrown at him but remained professional and courteous throughout. With my check in problem (self inflicted) he went out of his way to help. He’s an asset to the the hotel and I hope his hard work is appreciated by other customers and the company. I will never forget how he went above and beyond helping me and my children in what was a very stressful time! Thank you so much. Sarah

Stayed in this exact hotel twice with my husband and eagerly booked again for our brief trip to Liverpool as had nothing but an amazing experience before. It has been 6 years since our last trip and this will be our last visit to this establishment. The reception desk has been removed and self check in desks replaced but these did not work. As was a very brief trip I pre-booked an early check in as we where arriving very early. Upon arrival we got to the help desk in the reception area and why I advised we had an early check in the older member of staff called for a young male to come sort it out as she didn't know how to. Upon checking there was infact no available clean room and we where asked to come back in an hour or so. We returned almost 2 hours later and again our room was not ready. The same young male was tasked with assisting me. He although very courteous again was not able to provide the service I ordered and advised I come back a third time. We again went out and returned at 253 general check in started at 3 once again we where declined a room cause I would be charged the early charge for the 3 minutes. So I sat in the foyer and joined the queue. The young male was now attempting to train a new start the reception was now filling as general check in had began guests where having issues with key cards or trying to check in. The luggage storage rooms door was broken so guests where turned away and advised to pay else where for storage. Whilst I waited another guest was complaining as the staff assisting at reception where also the bar staff! Whilst checking in the young girl had to get help multiple times and a large queue was forming. Eventually we got our key and went to the fifth floor to our "premium plus room". Although nice on first view on closer inspection there was stains on my husbands pillow and the light fitting in the bathroom was thick with dust. There is pictures of signature cocktails everywhere asked the bar staff on way to room for the evening if she was able to make a cocktail and she offered 2 not on the pictures as thats what she knew how to make. Also their beer pumps where not working. I later read the reviews on here and appears mine was not a unique experience. Infact other guests shared there negative experiences with us in person as we left. I understand this is a budget hotel but my room cost 125 for a night no breakfast.

Lovely room as always (with air con thank god). We paid for early check in from 11am - there had been a concert the night before so no rooms were ready until 1pm ish. Disappointing that Premier Inn allowed people to pay for early check in when it was fully booked. The duty manager (so sorry - didn't catch his name but a guy with dark hair) was pretty much on his own, trying to help various groups of customers who were agitated. He was brilliant - can't fault him at all, but can't help but think he was set up for failure with that one. Can't rave about him enough though - he was lovely. Thank you!!

A hot day in Liverpool with two children, our room not only didn't have air conditioning but also we couldn't open a window, not even by a few inches to let some fresh air in to the room. Very very uncomfortable stay, a hotel bedroom surely has to have some way of obtaining some air in to the room. Neither adult or child slept any more than two or three hours, an horrendous experience which just ruined what should have been a nice weekend shopping in one of our favourite cities to visit.