Aloft Liverpool

Misleading advert, Broken facilities, Poor...

Disliked: We were given a room different from any of the pictures shown in the advert of the room I booked for. I raised my concern immediately when checking in at the reception. The staff told me that Booking.com has put wrong pictures for the advertising. The pictures of the advert are Savvy Room, not King Room. The staff insisted that since it was booking.com who made the mistake and caused the problem, she asked me to contact booking.com to seek for resolution. We talked the lady’s manager as well and he suggested us to talk to booking.com to request for refund. We requested the manager to provide booking.com’s phone number or other contact details for immediate assistance, but he was not able to provide. We had to take the King room as this was the only room they can arrange for us. However, we found there are a few damages to the room which demonstrates that the room was not ready for use at all. They are:1. The in-room safe is broken. It cannot be locked. 2. The toilet paper holder is broken.3. The shower room door was loose and swayed. We reported the above matters to the manager immediately. He came to inspect the damages but no one has came to fix any of the damages last night. It has been over a month since we made formal complaint and requested for full refund. Although Booking.com uphold our complaint, we still did not receive the refund. We were told that Aloft/the Property have been not cooperative. We share our experience here hopefully can help travellers who intend to book their rooms. Please watch out as you may not be able to get what the pictures show and the property will not be minded to resolve it for you!