Doubletree by Hilton Liverpool

"I booked my return train ticket home at 7:10 am from Liverpool Lime Train Station. Before I booked my train ticket I double checked on the Doubletree by Hilton website to see what time breakfast was so I could have something to eat before I left. On the website it states that the Koukash Bar & Restaurant is open at 6:30am Monday - Friday which when I was staying, I thought this was convenient as I could quickly get something to eat before my train. Once I checked into the hotel I was informed that breakfast was served at 7am. Later I then asked a front of house staff member if I could get a refund for the day I would not be able to have breakfast and they informed me that I could. I didn't have my bank card on me at the time so later in the day I came down to reception again and asked if I could receive a refund. This time the different staff member told me I could not have a refund as I had booked my breakfast alongside my room. He informed me I could have a packed breakfast instead, ready for when I check out of the hotel, I booked this for 6:45am. On Friday 21st I go down to reception to check out and the staff member asks the staff member in the restaurant to check if my packed breakfast is ready. The restaurant staff member informs me that breakfast is not ready and could I wait a few minutes, I tell him I cannot as I have to get a train. This was incredibly frustrating as I was informed by one staff member that I could get my money back, then to be told no by a different staff member and the alternative solution - a packed breakfast was not ready at the time I had booked it for. So, I have ended up paying for something I did not receive, even though I checked beforehand and your website clearly states that the restaurant is open from 6:30am. May I suggest to amend the wording on your website to make it clearer for future guests at what time breakfast is served and if you book your breakfast at the same time as your room that this is non-refundable. In my room there were also a few defects, there was a standing lamp in my room which didn't work when you press the switch, one of the bedside lamps was also not working and the alarm clock in my room was also 10 minutes behind so it does not display the correct time. This was my first experience staying with Doubletree and I must admit for a hotel brand that proudly displays 'by Hilton' on its website and all of its marketing I was expecting a better service. I doubt I will ever stay at Doubletree again."

"They wanted to charge us £15 each to use the pool which is unacceptable - £20 if you aren't honours members. The other Hilton was the same price with an executive bar so why would you choose to use this one? After that the rest starts to just grate because it's simple things other hotels at the same rate just do. No one's asking for anything special. Shoeprints on the bathroom floor. Just a shower with a curtain - no bath which is more annoying due to lack of pool. There's no service lift so you're constantly waiting for staff to use the lifts with trolleys before being able to use them yourself. £15 a day to park - yet more hidden fees. The room didn't have simple things like a door sign so we couldn't communicate when the room needed doing. Room window overlooked the side of another building. Breakfast is sub-par. It's just all left out and goes stale under the heat lamps with dodgy waiting room tea and coffee on offer. Much better options in Liverpool for the price."

"Nice hotel very good location Multi storey car park just over the road. Asked for early check in as we were attending a lunchtime birthday event in town. Not able to offer early check in had to get changed in toilets, very disappointing surely you can get 2 rooms ready before 13:00 hours POOR !!!"