I booked a stay at Sir Thomas Hotel but ultimately chose not to stay due to unclear and poorly handled information regarding luggage storage.
It was not obvious at the booking stage that luggage storage was not available. After booking, I received a message explaining that this facility was “currently unavailable” and something they were working on. Closer to my stay, I followed up to check whether this had been resolved, but my enquiry was initially ignored and I had to chase for a response.
When I did receive a reply, I was advised to use a local shop that could store bags for £2 each. This is not a secure or typical solution for a city centre hotel, and not what most guests would reasonably expect.
As we couldn’t carry cases around Liverpool for the weekend, I decided not to stay and instead booked a different hotel that could store luggage. Had this been made clear from the outset, I would not have booked in the first place.
Overall, the lack of transparency at the booking stage and the handling of follow-up queries were disappointing.