Prestige STAY Aparthotel Cavern Quarter

There was no hot water at all during our one-night stay at the castle st apartments. After travelling by train on a warm day, I’d been looking forward to a shower before going out, but I couldn’t find any switches or controls and had to make do with a quick cold wash. I messaged the company through its app and got no reply. The 24 helpline said someone would come to fix it, but nobody followed up, and there was still no hot water when we tried again in the morning. We left at 11:00 as arranged, crossed town to catch our train home, and finally got the overdue wash there. I’ve contacted Prestige Stay four times through the app, once by email and once by phone. On the call I was told my complaint had been forwarded, but that was well over a week ago and I still haven’t heard anything from Prestige Stay. Absolutely rubbish customer service. I expect compensation and am still waiting.

We had a lovely evening, but the next morning, after we’d cleaned everywhere, we were charged £30 on the claim that we’d broken an ironing board. We hadn’t used it and only found it while looking for a brush. The apartment itself was beautiful. We were also put on the very top floor, which was a struggle for three of the six women, all over 50. Such a shame.

There was noise from several rooms all night, even though I expected the current rules to prevent that. My partner mentioned it at reception the next morning, but the woman didn’t seem interested and excused it as the time of year. She also didn’t deal with the broken items, poor heating or lack of cleanliness. The apartment was a big letdown: things were broken, it was cold and not particularly clean. We’d looked forward to a weekend shopping and a meal before Christmas, but left disappointed and won’t return. There are plenty of other lovely places to stay in Liverpool.

If I could, I’d give zero stars. I wanted to stay, but was charged and never given a code, so I never even stayed at the apartment. You said you’d sort out my complaint ASAP on 9 June, and it still hasn’t been resolved. Absolutely ridiculous.