Heywood House Hotel, BW Signature Collection

Our room was large but the carpets were filthy, covered in stains. There was mould in the wardrobe and alongside the bed on the wall. We were kept awake all night by party goers in the corridor constantly in and out of their room banging and shouting. I was with my 73 year old mum. I rang reception all night but noone answered my calls. I did ask at reception if we could change rooms because our room looked nothing like the pictures. I was told by a very rude, abrupt woman that my room was bigger than average and that I was lucky to have it. I gave up because we had to be at the theatre and she was in no way prepared to change our room. We were the only 2 people eating in the restaurant and it was like a thoroughfare with staff constantly in and out walking past our table dragging boxes and banging and shouting. If we had known that the hotel hosted huge Christmas parties into the early hours we would not have stayed there. The restaurant is decorated nicely but our experience wasn't good. The food was nice. We were kept awake all night by people outside our room in and out smoking all night , shouting and banging. Worst hotel experience ever. I do have photos on an old phone somewhere. We would not recommend this hotel.

I was supposed to be staying overnight at this hotel tomorrow for a concert. I received an email from *********** on Wednesday, saying that the hotel had offered to waive the cancellation fee in order to free the room up, but if I wanted to keep my booking and remain booked in at the hotel, then all I would have to do is ignore the email! I did this, then received a message on *********** from the hotel this afternoon, stating that they were cancelling my booking and they had attempted to contact me on multiple occasions, which is completely untrue! As my concert is tomorrow, I have had to find another place to stay otherwise I would be stuck in Liverpool, and it has cost me over double the price! It is disgusting that I received absolutely zero communication from the hotel and I have had to fork out another load of money to ensure I am not stranded on the street.

Visited for a precooked afternoon tea and have to say we were not disappointed! Really cheerful and very enjoyable! Especially the scones! We will be back as we couldn’t fault our afternoon! Thank you!

After pulling back the sheet to put my anti allergy protector on I was horrified as the mattress protector on the bed was filthy had stains on it to! bearing in mind that things should be ultra clean with Covid I was shocked. As it was very late in the evening I had to try and sleep. I took photos and showed them to reception in the morning. They were apologetic and asked me to email the pictures. I have and so far have not received a reply . Very disappointed. It is with this in mind that I have rated low!

Since June 2021 I have stayed in 7 hotels/guesthouses across England and so I am well placed to compare the facilities and service we have experienced in this post-lockdown period. Three of these were booked through Secret Escapes and The Richmond was the first of these. I went with a friend for a 3 night stay to explore Liverpool. We had a decent deal so booked a double room each even though there was no single discount. First impressions were good as I had requested rooms near each other and we were actually the only 2 in a tiny corridor off of the main corridor. We found all the staff to be helpful and friendly. Breakfast was fine if a little chaotic – but this has been common to most of the hotels as they struggle with new staff after an exodus of the experienced staff. My room was comfortable and the bed was big. I am always concerned that the room should be well ventilated and not too hot. The air conditioning didn’t seem to be working but there were two big fans provided in the room and you could open the window. My friend reported that she found it difficult to sleep on the first night because of street noise but I had no issues with this. There is a night porter to let you in if you are out late – which you are bound to be if you explore the Cavern Quarter, and the hotel is well placed for this as everything is a walk away. My only problem was that the safe had been left locked so I couldn’t use it. I reported this to reception on the first day and was told a maintenance operative would see to it but nothing happened. I reported it again on the second day but with the same result so gave up after that. Liverpool itself is great.

A broken bed, tv with no signal, a room like the inferno from hell, air con that wasn't cold that took an hour to get working...topped off with all the seagulls of the world descending on the alley outside the hotel to indulge in a battle royale. All. Night. Long. Pest control required.

After reading the reviews I was concerned. We had room 133 a junior suite. It was lovely. Big and clean ( apart from windows and mould in bath) . Two big TVs, cake on arrival and beer in fridge for our celebration. Restaurant was nice on first night but food poor on second night. Breakfast was nice. Location was good, near many other hotels. Worth the money as we got a Good deal. Thank you

We were due to dine here next weekend. We made the booking months ago. We have been contacted to be told our reservation has been cancelled as they are renting out the whole hotel for 6 months. This is poor customer service and has left us needing to find somewhere else to book last minute.