Crowne Plaza Liverpool - John Lennon Airport by IHG

Absolutely appalling. There was a door that connected to next doors room. Felt unsafe all night. All we could hear is local takeaway music being played next door. Absolutely disgusting

I can highly recommend this Hotel.

A special word for both Orneli at Reception and Josh at the Bar. Both who I found very caring, kind and attentive during my stay. They both really deserve a special commendation.

Orneli did a wonderful Diamond welcome for me so pleasant made me feel welcome, explained the parking I entered my number plate into the system so that I do not get a fine. I really appreciated her help.

Josh at the bar served the perfect pint and he has excellent banter and guest rapport. Josh is the perfect barman and can see him really settling down into this role. He is the sort of Bar Man you would have seen in the old TV Program Quantum Leap where you can tell Josh all of your worries and stories and he would be very happy to help in any situation. A great guy you are lucky to have him.

The room is lovely lots of space for both of us. A lovely bath (which you do not see much now that most hotels are putting showers in) I prefer a nice hot bath after a hard day.

Great art deco and maintenance of this style and character which is great to see - it is listed so it is good to see it is being looked after. Sensibly refurbed rather than no character flat lines.

As a Diamond Member I was very impressed. I can see you have a good team here.

A special thank you to your two leading guest focused Orneli and Josh.

The breakfast was the worst I’ve ever had in the UK. Arrived down at 9am and of the hot options there was only baked beans, potato bread that was like stale cardboard, and fried mushrooms. They had not replenished the bacon, eggs, sausages etc.
There was a massive queue for the hot drinks machine. Once they finally replenished the hot counter the quality was poor.
Rooms very lovely and well equipped, however the walls are paper thin so I was woken by a couple arguing at 6am next door.
We had to be brought up to our room by a member of reception as we were told the room did not open unless with their master key.
The cleaners told us the next morning that we were given a room that had been out of service for months. After breakfast tried to re enter our room with the key card and we could not open it so we had to wait ages at reception to get a member of staff to come upstairs and open it. Ridiculous

Arrived there with family for the weekend, we had 2 rooms booked card keys wouldn't work on either room doors they were getting 'fixed' next month we were never told this on arrival..... Had to keep running up and down to reception or leave one person in the room to the other could open it. Hair dryers not working rooms were freezing when. The heat wasn't on .Breakfast was an absolute joke now my husband has been a chef for over 40 years in a busy bar and restaurant and he never witnessed anything like it...and we do outdoor catering for small events, there were no cups paper cups were been giving out no bowls no cutlery tables filthy no one cleaning any....bar one lovely lady by the name of Val who was doing the work of all the staff put together she was exceptional I felt so sorry for her the rest standing around LOOKING busy doing NOTHING.....we were down for breakfast early I can't imagine if it was exceptionally busy or at peak breakfast time how they would have coped...we voiced our concern and no one held any accountability whatsoever.....in the hall ways there was glasses and forks left all day with a tray of breakfast crockery left all day in the same spot!......will never be back and would definitely never rate this hotel to anyone and it wasnt cheap!

attended this hotel as part of a bus tour. the choice of menu was poor, for a 4 star hotel to serve a choice of soup, pate or vegetarian to start then haddock fish cakes peas and chips, chilli and rice or vegetarian, lemon drizzle cake or gingerbread cake. i was shocked when i seen our choices. cheap cheap cheap.
it wasnt even nice food it was disgusting, the pate had spores on it, the crisp bread well good job ive my own teeth. the fish cake was warm to touch the peas were cold. the chilli looked as if it came out a tin of dog food. when we complained about the food the manger kyle was not interested at all. yes we were part of a tour but his staff were cooking and serving the food.
our room actually had heating as half the hotel did not including the bar area and the restaurant area. i went back to my room and got a jacket as it was that cold.
i have since learned a friend staye dhere in oct 2025 and the hotel did have heqating then either.

⭐️ Disgraceful Experience – Ruined Our Mother’s Day

We stayed at the Crowne Plaza Liverpool as part of a Caledonian Travel tour, and it was nothing short of a disgrace.

Dinner service was unacceptable. Starters arrived cold, and by 9:20pm many guests still hadn’t received their main course. Some had no food at all. When meals finally came, they were cold and had to be sent back. Staff were rude, dismissive and at one point refused to come out and serve us. No apology was given.

Breakfast was just as poor – dried out food sitting under heat lamps and extremely long waits, including 70 minutes for a vegetarian sausage.

The room was also freezing overnight, even with an extra heater.

Most concerning of all, my mum became unwell after eating. She is very rarely sick, and given the condition and temperature of the food served, this raises serious concerns around food hygiene and food safety standards.

When I raised this with the manager, Dylan Hopkins, I was told the food “wasn’t his problem” and to take it up with Caledonian Travel – despite the hotel being responsible for the food and service. Completely unacceptable. Even a staff member admitted they wouldn’t eat the food.

There were multiple other guests complaining, so this clearly wasn’t a one-off issue.

The only positive was a young lady on reception who genuinely tried to help – unfortunately I didn’t get her name.

This experience completely ruined our Mother’s Day. I would expect the hotel to investigate both the service and food hygiene standards as a matter of urgency and provide a proper response.

I would not return and would strongly advise others to avoid.

Fine rooms, fine breakfast - that's all the good things about this hotel.

Customer service is terrible! I was provided the wrong invoice at check out which i require for business expenses, the invoice i was provided with was for £140 when i paid £172. When i raised this at the time, the guy at the front desk said he would have to look into all the invoices and would email me the correct one over by the end of the day. 5 days later no email. I have tried to phone the front desk, however you can never get through. I have emailed the front desk multiple times- no response. I phoned the customer service team at IHG and they were no help. They initially sent a form to the hotel management team, where they said my issues would be sorted in 24-28 hrs. Never been sorted. They then tried to put me through to the hotel and tried to get through to the hotel themselves. However they couldn't even get through to them!!! After this they basically told me they cant do anything and I was to contact the hotel. However how i am meant to contact the hotel when they cant even get through to them and I've already tried to email and no response. It seems no one wants to help me and the fact that i am now out of pocket is an absolute joke. All i want is the correct invoice for the amount i paid, i don't think that should be difficult to provide. I will never stay here again, the customer service is terrible and the fact that i cant even speak to someone is an absolute joke. Avoid!!!!!

We are here now sat 14th march paid fortune for food dried up sent back asked to speak to to manager on duty,a young man terrible customer service,speaking above me very very defencive,to be said a very young team on with no people experince.Thought we would up grade from travlodge and toby food big big mistake.One nice lady tried to help but terrible experince to be fair most people were unhapoy as heating was not on in rooms and they were not happy with food and said duty manager had no people skills at all.Top tio dont think you are upgrading,because you are not.15 pound for 4pound look alike and worse taste ftom aldi.Cold chips and watery curry.Crowne plaza should be ashamed

I left my phone in an uber and the staff on the front desk were nothing short of awesome! Sean and Akia helped me locate the phone and couldn’t have been more helpful. Absolute legends thanks so much I appreciate you! ❤️

Great location, fab bedroom, nice bar, great staff, although I honestly couldn’t understand a word the lad was saying!

The hotel itself is in the art deco style and I found it quite impressive.
As to the room, this was just as expected and breakfast was decent too.
We were notified before our arrival of issues with the heating, though this had been resolved before we arrived, so wasn’t a problem.
I should mention all the staff we encountered were super friendly and helpful.

Always liked this hotel for its decor, comfort and easy access to the airport and city centre. Stayed on the 14th Feb. Very competitive room price. Easy check in. Bar has a good choice of drinks and breakfast was really good. Loads of choice. Special mention to Sam who's customer service was outstanding. Location is great as a 30min bus ride takes you straight into Liverpool City centre. Will definitely be using again soon

So glad I had a look on Tripadvisor and read all the negative reviews and been no heating we were booked with holiday extra and have not been informed about any issues.

Cancelled last night after ringing reception getting put on hold cut off 4 times .

Booked the Hampton instead Shame we had a meal booked as well but after reading the restaurant the problems with the dining and no heating it's a lucky escape .

With the exception of the restaurant staff this hotel has to go down as the worst hotel I’ve ever stayed in. and I spend about 100 nights a year in hotels so that’s saying something.

Firstly when we arrived at the hotel we were told that, unfortunately there is no heating in your room This is a time of year when it’s -4° outside.

I was told if you want to upgrade you can upgrade to a room with heating then when I asked to be upgraded they said unfortunately all our rooms with heating are actually full but we have put in a broken heater in your room.

When we all suggested in the morning that perhaps they shouldn’t sell rooms without heating and there are four of us in our party the receptionist quite bluntly said “well we state on our website that the heating is broken so dress up warmly”

Never again

Stayed here at the weekend. A pit stop before I fly its great becauseits close to John Lennon Aiport. On arrival I was greeted at reception. I went to my room and there was no heating, it was freezing. there was only a selected menu of evening not much to choose from but loads of restaurants over the road and breakfast was a shambles. The staff that I seen was running round like headless chickens. They looked very under staffed and the food wasn't available. I guess that's because of shortage of staff. They did try there best. Overall it will be a while before I return. There is a premier inn and travel Lodge down the road closer to Liverpool airport.

The staff can be rude and bad mannered especially the restaurant manager. Thr rooms are in urgent of refurbishment, the heating and air con don't work, portable gas filled radiators are supplied. Whilst most of the older staff are courteous and polite, others are in urgent need of a customer care course for beginners! Definitely not 4 star except for the price, thats 4 star.

Terribly poor service. We had booked a 3 night stay but the hotel had very limited heating in the rooms 50% of the rooms and none in the communal areas. This had been going on for more than 4 weeks. When we found out and tried to cancel our booking without penalties, the hotel refused. The phones were not answered and all we had were comms via a chat page. They simply declined our requests with no explanation. As someone with an autoimmune condition, I simply cannot stay in a cold hotel for 3 nights, nor should I (or anyone) have to. The hotel simply couldn’t provide their basic service and so any contacts with the hotel in terms of our booking, was null and void. Yet they didn’t even give us the courtesy of speaking to us. IHG didn’t help us either via their chat service. They said it was up to the hotels discretion. Absolutely appalling. I spent 2 hours on the way to the venue trying to sort it out. We were told we had to go to the venue by booking.com as they were powerless too. So it was 90 minutes of our time wasted when it was completely unnecessary!!

Upon arrival, we had to wait in a freezing cold queue next to open doors. We waited for over 20 minutes just to ask to speak to a manager. The staff had small fan heaters on the desks it was that cold.

Dylan greeted us and explained he was the newly appointed duty manager and what a breath of fresh air he was. Thank you Dylan for showing understanding, compassion and most of all, common sense. If only we could have spoken to you to resolve our issue hours earlier. It would have saved inexpert anguish and stress! Do better Crowne Plaza!

We’ve stayed here many times and loved it - it used to be a fabulous place to stay.
Since last year it has gone downhill: half the hotel has no heating , the dining room is being heated by a couple of fan heaters and it’s really uncomfortable. They are understaffed and the existing staff are totally stressed out. Can’t get thru to reception and no one was there when we checked in. The room was cold and dirty, no soap by the sink and when we asked if it could be replenished the poor girl on reception admitted they’d run out. Ru out of soap??
Breakfast was awful, the fruit had been sitting for days and the apples were literally brown. The hot buffet featured dried out eggs etc and when we ordered fresh omelette and eggs Benedict they had clearly been reheated after a long spell in the oven… very poor. Everything was poor quality, the orange juice, the cheeses, we were there for 3 breakfasts and I think I saw the same fruit salad getting put out with the fruit more and more shrivelled….

Having read the reviews going back a couple of months where heating issues were a problem, it was disappointing to be notified that the heating still had not been fixed. That said, I packed a heater and off we went.

Check-in was smooth and off we went to our room (which turned out to be a room without heating!). We weren't in our room long as there was not a sofa bed as booked. A quick call to reception and the issue was rectified with a move to another room. Supposedly with heating, but still required a portable heater to remove the chill. Once heating was sorted the room maintained a comfortable temperature.
Last point on the heating...it's odd as the rest of the hotel (corridors, reception and restaurant) were all warm. Shower was off good power and temperature (big must have).

Moving on...this is a nicely styled hotel art deco in nature and clean. All staff that i interacted with were very helpful, polite and couldn't do enough to help.

Breakfast was a combination of cooked and small continental selection. Coffee machine wasn't working, but staff came around with coffee and tea-pots (even made a hot chocolate for our child). The hot counter was well stocked and swiftly replenished. Although a good breakfast on offer, probably not worth the £16 to pay (as an add on) if it wasn't already included in the price of the room.

Wifi was good able to stream films, plenty of complimentary tea/coffee/hot chocolate on offer and a useful.mini fridge.

In the surrounding area there is a huge retail park opposite with shops, cinema and restaurants, a bus into the city a min walk, and MerseyRail Liverpool Sout-Parkway is a five minute drive with quick direct access to the city centre.

Two final points...you could hear the occasional flight from real airport, and our room was in the wing that was opposite the function room, where the disco could be heard until it stopped.

This is a very nice hotel and I'd consider staying again if heating is sorted. I believe the fact the building is a listed building causes problems but, this could be its downfall (if this is the actual reason for things not getting fixed!).

Staff very inexperienced, I have been over charged twice so you need to be carful.
I asked for soap to be refilled and room service filled it with water. Rooms not refreshed every day , hotel tired