Charles Hope Liverpool

We arrived at 3pm with plans at 4, but the code for the key they gave us was wrong. No big deal at first: they answered the phone right away and said they’d sort it in two minutes. Instead, we waited 45 minutes and got no key, refund, or anything else. They moved us to a downgraded room and had us wait for the housekeeper, who was apparently cleaning upstairs and couldn’t hear the phone. They shockingly didn’t offer a refund.

The hotel room had a fantastic view, and the location was good. There was a gym in the room. But the water stopped working for a whole day, and I had to call charles hope to get it fixed. The coffee machine was broken, too. Temperatures in the apartment swung between very hot and cold, and none of the windows would close.

The apartment was clean, so someone had clearly come in to clean after the previous guests. They must have known the front door wouldn’t close, but it hadn’t been dealt with before we arrived. A living room window was broken as well and wouldn’t close. We first had trouble with the code to collect the key. Once we got to the apartment, we found the door open and discovered it was broken. After many calls to Charles Hope and discussions with five different people and the concierge, we were told they couldn’t help. Maintenance could only fix the door and window starting the next day. They had no other apartment available, so at 7 PM on Friday we had to find somewhere else to stay. They said they were doing us a favour by giving a full refund, since they could have charged us for the first night. We found another hotel that evening, but it cost twice what we would have paid for our original booking, which we’d made in December, almost two months ahead.

The rooftop terrace has a great view, and the building also has a cinema room and dining on the 17th floor. The staff were friendly and helpful, and the views over the Albert docks are amazing. You’re close to the dockside restaurants and museum, as well as the ferry port.