Leonardo Hotel Liverpool - formerly Jurys Inn, Liverpool

From entering this hotel it seemed fab. We got to check in desk and asked if it was possible we could add a second night to our stay. The lady checking us in explained that as they were fully booked she couldn't do that but also explained that as we didn't have to check out until 2p.m., we could check there and then in the case of any cancellations which was totally understandable. We continued with our evening, which was watching a concert at the arena next to the hotel. On arrival back, we planned on a quick turnaround and continue somewhere to eat, however the young lady that checked us in behind the desk informed us that we had room service available 24/7 and we could order food up to our rooms, this was approx 10.15pm. This sounded great so we headed to the bar, bought a bottle of wine, went to our room, got the menu out. Firstly we saw the menu appeared to be greatly reduced for the 24/7 service. This was fine, we could work around that, so we chose what we wanted and called down to the reception to be told, I don't know why you've been told we do room service because all that stops at 9.30pm. By this point, we were no longer dressed to go out anywhere for food. We then accepted the fact that we probably wouldn't die of starvation so would just use the time to look online for somewhere to stay the next evening. We found somewhere and chose a check in time of 3pm given the fact our check our time at Leonardos was 2pm as told by the lady at check in. Over night the stay was great, the room very clean, contained everything you needed, the fact that I didn't have to race around the next morning or get up particularly early to depart added to the comfort. However in the morning I received an email, reminding me I had to check out by 11a.m. I wasn't sure this was correct so decided to quickly give reception a call just to double check who again told me. They weren't sure why I was told 2pm as check out is 11am. I asked was the hotel using staff that were maybe new or not familiar with how things work as this was the second time in our short stay we had been given completely wrong information by one member of staff. The reply I got was, I don't know as I'm not even in the hotel. We decided to just pack up our belongings, get ready, have a hot drink and leave. We came down to the bar area to get a coffee - it was around 15minutes before a member of staff arrived, then they told us that the machines were not working so they would go get the coffee and be right back. By this point there was a line of other guests all waiting for hot drinks, no staff at all in sight. After a considerable wait, members of staff with hot drinks on trays began to appear, aimlessly wondering around to try and find where the drinks belonged. To say that I was disappointed with the service is a massive understatement. I have never in my life had to give a bad review until today. This is a massive hotel, a big chain from what I can see and the standards of staff training, and management in situations of relaying correct information and how to deal with broken machines was just totally unsatisfactory. For the prices per evening the services fell well below standard. To be clear, I would have absolutely accepted an 11am check out as it's quite standard, however I don't expect 11am check outs when I've been told on check in I have 2pm check out. Again, likewise I absolutely would have had no problem going into the town after the concert for food, had we not been told at the very time of returning from that concert we could get the room service for food from the reception. On first arrival at this hotel the looks alone are brilliant, it's lovely and clean and I definitely said more than once if we were to go to the concert at that venue again I would definitely book this hotel. However the staff, and service from the staff completely changed that stay.

Liked: The building itself was great, nice and clean.
Disliked: The staff didn't seem to know what they were doing.

Great.

Liked: Room.
Disliked: Shower needed new silicone mould on.

It is a lovely hotel with a fantastic location. The view from our room was amazing - we would go again and highly recommend it. The staff were very friendly and service was good; our room was lovely and clean.

Liked: So close to the Liverpool Echo Arena.
Disliked: None.