A couple who have visited Liverpool multiple times and stayed at 15 different hotels have spoken out about their most recent experience at the White Star Line Hotel on James Street. Layla Chester, 48, from Hereford, said she was left shocked by the condition of the hotel during a three-night stay from Wednesday, July 15, to Friday, July 17.
Condition of the room
Layla and her partner Nick Manns paid £140 per night, a price she believed reflected The Open Championship being hosted in the region at the same time. She said her disappointment began 'as soon as we walked in,' noting stained carpets in the hallways and wet paint signs. Inside the room, she found a cracked window and non-working air conditioning, which she had specifically checked would be available due to her disability. Layla takes Amitriptyline, which she said makes her susceptible to heatstroke.
'My husband went down to reception and explained the air con wasn't working. They told him there should be a fan in the wardrobe, but there wasn't. He went back downstairs and they said they'd try to bring one up, but they never did,' she said. She added that the cleaning was 'awful,' with ground-in food on the dining table and chairs, coffee stains on the walls, and a carpet that was 'absolutely foul.'
Hotel response
General manager Kevin Haygarth told the ECHO that taking over 30 James Street 14 months ago was a decision driven by a passion to save one of Liverpool's most historic landmarks. The Grade II* listed building, formerly the headquarters of the White Star Line, had sat vacant for four months and faced severe neglect from previous operators. 'As an independent, local management team with no large corporate backing, we stepped in to prevent this iconic asset from falling into dereliction,' he said.
Haygarth acknowledged that operating a 125-year-old listed building carries heritage and structural challenges, with essential works like replacing major water systems taking priority. He stated: 'We hold our service to high standards. We are disappointed by any instance where a guest's experience falls short. Issues regarding room presentation and staff service are being thoroughly addressed internally and with our operational teams.' He noted that the hotel has over 1,500 Google reviews with a 4.0/5 rating, and that the majority of guests experience high standards of Scouse hospitality.
Future plans
Although the couple complained during their stay, Layla said she had not yet submitted a formal complaint but planned to email the hotel and leave a review on TripAdvisor upon returning home. Despite the experience, she said it would not put her off returning to Liverpool. 'We've never had a bad experience staying in Liverpool. We've stayed in many different places and never experienced anything like this,' she added.
