Lord Nelson

"The location is ideal it's a 10 min walk into the city centre and there's two multi story carparks very close by and it's right next door to the 02 academy which is the reason for our visit. The vibe of the hotel was very upbeat and friendly the two gentlemen on reception when we booked in were polite and friendly and full of the usual Scouse banter. We booked a double as it was just myself and my husband for the one night the room was small with an ensuite but it was clean and tidy for what we needed the only small issue was the shower pressure wasn't great and the drain took a while to drain properly which meant I was stood in a puddle whilst showering, but no big deal . We paid £116 for the room for the night which seemed like it was reasonable . There was some noise but given we were right next to the 02 it was expected and given we'd just attended a gig there and were part of that noise we weren't too bothered by it ."

"Clean room, great price, ideal location ok this is not Hilton or The Holiday Inn but it’s perfect for a bargain stay. Staff were polite, friendly and what more do you want for this stay in a city centre!"

"I have to say I'm really disappointed with this hotel. Firstly they boast pictures of their bar area which looks inviting. The bar didn't open at all. When I questioned this with a member of reception, their response was 'this hasn't been open for f**King years mate'. The room was very scruffy.The bathroom walls looked awful. The shaver plug and light didn't work. There were no bedside lamps so you either had the main light or nothing. Not ideal when the switch is by the door nowhere near the beds. The TV signal kept vanishing making it almost impossible to watch anything. Freezing cold room and a small heater that didn't do much at all. It looked brown and burned too! The kettle had no detachable lead so it had to be unplugged from the extension lead draped over the dressing table to go and fill it up. There were no spoons with the tea/coffee facilities. Very loud music from a nearby club. I asked the receptionist what time it would finish to which he replied 'no idea mate. It's Saturday isn't it so what do you expect' All in all I think this is an awful hotel and certainly not worth £153 for a night. This was the hotels reply to my complaint: THE CUSTOMER FORGOT TO MENTION THAT HE WAS ALLOWED TO CHECK IN EARLY TO A REFURBISHED ROOM THE NEAREST CLUB IS OVER 500 YARDS AWAY AND NONE ELSE COMPLAINED UNPLUGGING A KETTLE IS NO BIG DEAL AND NOT ONCE DID HE COMPLAIN AT THE DESK SO AT THIS TIME WE ARE UNWILLING TO GIVE COMPENSATION My response: Thank you for your response. However, I must strongly disagree with both the tone and the substance of your reply. Firstly, being allowed to check in early does not excuse the condition of the room. While you describe it as “refurbished,” this was not reflective of the actual state. Aside from what appeared to be newer carpet, the room showed clear signs of poor maintenance, including peeling paintwork, damp stains on the ceiling, and non-functioning bathroom fixtures (shaver socket and light). I have photographic evidence of these issues. Secondly, your comments regarding the kettle and other missing basic amenities (such as teaspoons) dismiss legitimate concerns about guest comfort and safety. Guests should not have to unplug appliances from extension leads to use them properly. Regarding the noise, I did not make a complaint about the presence of a nearby club. I simply asked your staff member a reasonable question about when the music might stop. The response I received (“no idea mate, it’s Saturday, what do you expect”) was dismissive and unprofessional. Similarly, the earlier comment about the bar (“this hasn’t been open for f**king years mate”) was completely inappropriate. You state that I did not raise these concerns at reception. I would point out that I was accompanied by my 13-year-old son and did not feel it was appropriate to engage in a complaint discussion given the attitude already displayed by the night staff. Additionally, there was no staff member present at reception when we checked out the following morning. Overall, my complaint is not only about the condition of the facilities but also the standard of customer service, which fell well below what would reasonably be expected—particularly for the price paid (£153 for one night). I would ask you to reconsider your position regarding compensation in light of the issues raised and the evidence available. If this cannot be resolved satisfactorily, I will pursue the matter further through Booking.com and other appropriate channels. I look forward to your response. So far, nothing in response. Booking.com customer service are now handling it."