Signature Living Anmeldelser 25

Original room was awful, damp, no heating and the hot tub was out action to then be moved to 3 separate rooms where no heating worked, hot tub was leaking from ceiling, door handles falling off, room doors don’t shut, had to ask for electric radiators, had to keep going back and forth to reception and calling, had to fix door handle with a screw driver myself and connected to a night club so music was booming all night long so couldn’t sleep. Still waiting for a refund but can’t seem to ever get hold of management, been 2 months since my stay! Awful!!

Still waiting for signature living/Arthouse Liverpool to resolve my complaint from 29th Oct 2025. Their email promised a response within 21 business days, yet weeks later, nothing. Guests deserve better service and accountability. #Customer rights #SignatureLiving #Hotel experience.

Myself and 5 friends booked with signature living to celebrate two special birthdays. We had a fabulous package booked which included a bottomless brunch, cocktail masterclass and a butler in the buff however did not recieve any of the services we had paid for.

Following our check in we unfortunately had to attend reception and complain as one of our toilets was in an un-usable state with the toilet seat detached from the basin on the floor.

On our attendance at our bottomless brunch venue we found it locked in complete darkness, we returned to the hotel and found out we hadn't been told the venue had been changed. By the time we got to the correct venue we were 30 minutes late and we had to re-pay for a brunch as they didnt recognise our pre-payment for the previous venue!! Due to this set back we had to push back our cocktail class which the butler was unable to accommodate.

We were so defeated after all the shoddy organisation that we decided to call it a night and just stay in the hotel room. I emailed to complain in June 2025 and have chased up on a number of occasions however have not recieved a formal response...it is now November 2025. I'm not looking for anything special just reimbursement for the services I haven't recieved, I dont think thats too much to ask?

Save yourself a big fat bill and a headache and go elsewhere folks.

If I could leave a minus 5 star review I would..

Sent this email and still no reply.

Subject: Formal Complaint – Arts Hotel Booking via Signature Living (5–7 April)

Dear Signature Living / Customer Relations Team,

I am writing to raise a formal complaint regarding my recent stay at the Arts Hotel, booked via Signature Living, from 5th to 7th April.

On arrival, I was unexpectedly asked to pay a £500 damage deposit. This had not been made clear prior to my booking, and as a result of this unplanned cost I had no funds available for the weekend. This significantly impacted my experience, as I was unable to eat or drink during the hen event I had travelled for.

In addition to this, the condition of the accommodation was entirely unacceptable and fell far below the standard reasonably expected for the price of almost £2,500:

The flooring was dirty, with visible large holes around the bath and bedrooms, indicating long-term disrepair.
The timber around the shower cubicle was rotting and appeared to have been glued as a temporary fix.
Wallpaper was visibly damaged with tape marks and decoration residue from previous parties.
The fridge was non-functional, meaning all food I had purchased for the group had to be thrown away.
The bath plug was broken; once filled by staff, the water drained almost immediately, making it unusable.
The shower head leaked constantly, creating excessive noise and disturbance.
A pillow had visible mould, which is wholly unhygienic and unacceptable.
The air conditioning was broken.
Curtains in both rooms were hanging off their tracks, clearly not maintained before our arrival.
Tiles were missing around the bath tub.
The “Prosecco arrival” included only one bottle and four glasses for 14 guests, which required us to complain in order to receive an inadequate substitute.

I raised these issues with your receptionist upon arrival and also took photographic and video evidence both at check-in and check-out to protect ourselves against any liability for pre-existing damage.

Adding further frustration, I was advised on departure that my £500 deposit would be returned within the hour. At the time of writing, this has still not been refunded.

Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill, and accommodation must match the description and standard advertised. The condition of the room, combined with the misleading and undisclosed deposit requirement, represents a clear breach of these rights.

I therefore expect:

The immediate return of my £500 deposit, as promised on departure.
A partial refund of the accommodation cost, reflecting the significant issues with the property, the lack of basic maintenance, and the unusable facilities that we paid for.
A written response outlining the steps you will take to ensure future guests are not subject to similar experiences.

If this matter is not resolved promptly, I will have no choice but to escalate by contacting my bank to pursue a chargeback, and by raising the issue with Trading Standards.

I look forward to your urgent response within 14 days.

Yours sincerely,

Victoria Wallace

Not impossible to live in but definitely not nice. CASH ONLY IN 2025!! Walking into the rooms of other people, a room with no power, broken AC in 2 room, tvs with no remote and it took 40 mins to get 4 rooms booked

I’m writing to express my disappointment following a recent stay that was frustrating from beginning to end. Despite having communicated with staff well in advance—particularly Kimberly—the experience fell far below expectations, and unfortunately, I cannot recommend this venue.

We booked back in June for a package that included a night in the Champagne Room, a two-course meal, a cocktail masterclass, and guest list access to Alma de Cuba. It wasn’t until I reached out in September about a bar tab offer that I was told Alma de Cuba had permanently closed—something we were never proactively informed about, and no alternative or compensation was offered.

I was told someone would follow up with us in the new year. No one did. It wasn’t until I chased the team in February to pay the final instalment that I received any update. Kimberly eventually took over the booking from Peter, but communication remained inconsistent. While meal times were confirmed, the actual dinner venue was still undecided just weeks before our stay. Even a week before arrival, I had to call again to ask where we’d be eating. We finally received the location, but no menu, no details—and it was far from the hotel, requiring a taxi.

We were told we’d have complimentary Prosecco in our room as an apology for the confusion, but it was never provided.

On arrival, we were given Room 206—not the suite we’d been shown previously. The room was dark, poorly lit, without working air con, and with sealed windows. A power cut soon followed, which, while out of the hotel’s control, added to the chaos.

Dinner at 8 Water Street was mediocre. We waited at the bar without service, were told drinks would be taken at the table (they weren’t), and were eventually left to go back to the bar ourselves. Service was slow, the set menu was limited, and our group felt like an afterthought compared to larger parties.

After dinner, we were told our cocktail class would be at Lost—but were redirected to Overgrown without prior notice. And when we returned to Lost later for our “guest list” entry, we were denied access due to a ticketed event. Despite explaining we were on the hotel’s list, staff were dismissive and unhelpful.

This was meant to be a special 30th birthday celebration. Instead, it felt disjointed, poorly organised, and not worth the cost. The only highlight of the night was the company of my friends. Everything else was disappointing.

I hope this feedback is taken seriously, as it reflects a need for serious improvements in both communication and guest care.

Booked a hen do package through them which included activities with the infamous Alma De Cuba in Liverpool. I was told 4 days before the hen do that Alma De Cuba had closed and everything we had planned was cancelled!!!
Granted this was out of their control and they did offer us an alternative option but having done some research and asked some Liverpool-based friends about the alternative option we knew it wasn’t for us.
Our party planner, Faye agreed we could have a refund of £720 to cover the cost of the private booth and drinks package we’d paid for.
We are now a month on and we’ve had no contact about this refund despite numerous calls, left messages, voicemails, texts, emails and social media DMs. It’s been radio silence!
The way we have been treated has been absolutely disgusting!!!
DO NOT UNDER ANY CIRCUMSTANCES BOOK WITH IS COMPANY - if anything goes wrong and you need a refund then they will run away and hide!

We had a meal booked in the ALMA DE CUBA for a Sunday Gospel lunch as a special treat. What an utter disappointment. When we asked the waiting on staff ( female young girls) how the menu worked, she told us "i havent got a clue"!! the place was empty, however we waited and waited for our drinks order to be taken.
One of the Male waiting on staff was very attentive, he took our order- starters average. Mains came out cold, these were returned to the kitchen. When they were brought back out they were then inedible as the roast potatoes were so hard and over cooked they we could not cut through them. Again these were returned back to the kitchen. We requested a refund. What a bad experience. Never again. You are destroying beautiful venues with your bad management bad service and couldnt care attitude. Would not recommend unless new owners come in and turn the place back to its original unique resturant and venue.

Overpriced, under-maintained with no support available on a Sunday. Great location for bars and restaurants but that's the only good thing I can say. One hob working on the cooker and that's on its way out. Don't expect to cook breakfast in a hurry. Washing machine not working. Same for the stereo system. Maintenance guy came to fix them both on the Friday and promised to come back. Never to be seen again. Electrical sockets hanging out of the walls. Filthy stained bedclothes. Towels taken and not replaced by housekeepers. They also let the bottom floor out for a rave which gave us the delight of a bass beat until 10am on Sunday. Steer clear.

My wife and I booked to stay in the ArtHouse for her Birthday. The first night we were there, our apartment was next to a maintenance room where the air conditioning unit was clearly faulty. i asked to be moved but was told no other rooms were available. Due to the constant high pitched noice coming from the room and subsequent vibration in our apartment we had a sleepless night. The next we were moved to another apartment which was opposite a night club that didn't close until the early hours of the morning. When I riased my dissatisfaction with the whole experience I was told I would get a refund. Over one month later i am still waiting for this refund and everytime I call I get fobbed off and promised that someone will deal with it and call me back. A terrible service from a company we have used before but won't be using again.

I stayed at the New York penthouse apartment in October 2022 for my hen doo. The apartment itself was ok but could do with a bit of touch up as it was looking tired. When you’re paying a lot of money, it could have least have a handle on the bathroom door!
One of the windows in one of the bedrooms had a gap so you could hear all the noise from the street and also tescos below, oh & not forgetting the noise from the bin men emptying the 2 large skips below the window, this lead to no sleep what so ever. Mix this with apartments either side blasting out music all night and a large extractor outside another window.
These apartments aren’t fit for sleep!
We had also booked bottomless brunch in the Shankly hotel which we were really looking forward to but only after to chatting to the girl at check in, she asked me what our plans were, when I told her about the shankly, she advised me it was no longer being held there & had been moved.
They moved it to the Arthouse. When we arrived for said brunch, it wasn’t what we booked, it was a poor version of afternoon tea. When I spoke to one of the girls who worked there to advise her we had someone with food allergy’s, I was then met with an attitude and it was my fault that I hadn’t notified them of this.
Not one person in the process of booking the bottomless brunch asked me about allergy’s let alone advise me that they had moved the bottomless brunch location and switch it to afternoon tea. They then made my friend feel awful as they said if we want to fix this, we’d have to wait at least 20 mins to sort it. The attitude was appalling when the afternoon tea wasn’t exactly what we had booked in the first place. Needless to say, the didn’t cater for my friend.
Upon checkout I was asked for feedback so I gave it and had a chat and explained our experience. I was promised a phone call within a couple of days but that never happened. They’ve got the money so it seems they don’t really care. This was no where near worth the money we paid and I wouldn’t recommend staying here unless you’re planning to just party all night and not sleep.

I booked a hotel room in Liverpool with my family with Signature Living. It was atrocious. Terrible customer service.

Look up the boss, Lawrence Kenwright, in the Liverpool Echo and other newspapers. Complete rogue who has been exposed for his skullduggery.

Kenwright has a record of failed projects and collapsed companies.

His businesses have gone into Administration.

He has ruined so many pensioner's life plans, taking over £100 million he borrowed from them and not repaying a single penny! Some of these pensioners have had to sell their homes and have been left in tatters.

Look him up online.

DO not touch this company. Have taken £50 and now unable to redeem it or have a refund. Still in date. No-one answers emails or telephone. Scum and avoid.

Booked a particular room in Liverpool which wasn't available when we arrived muxh as we hadnt been informed beforehand. Whole group of 24 guys were put into other rooms miles apart which wasn't ideal for a stag event in terms of coordinating everyone's movements. Rooms were ok and staff were helpful but communication was poor so I'd be unlikely to book again

My friends and I stayed here on 02/10/2021, after booking last year and having to rearrange due to covid - a refund was not allowed. This was booked for my 21st birthday in 2020 however we celebrated it this year instead for my 22nd birthday.
We arrived at the hotel at 2:30pm and check in was 3pm. The room wasn’t ready at 3pm meaning we were paying for a room we weren’t able to use yet.
When we did get up to the room we had a bottle of Prosecco waiting which was a gesture of good will for my birthday, however we only had 2 glasses - the room was booked for 5 people and the hotel had even rang me the day before to confirm how many people were staying (which was 3 in the end). Only a minor detail however I asked the receptionist if someone could bring us up an extra glass and 45 minutes later this had still not been done and I had to go down and request this once again.
There was problem after problem with our room:
- the window handles were broken and the windows DIDN’T CLOSE. Bearing in mind it is October and was also a horrible rainy day….we were freezing. The solution to this was someone used a set of pliers to pull the windows too as much as they could (this still did not close them fully)
- the curtains didn’t shut fully meaning we all had to go separately into the bathroom to get changed unless we wanted people from outside wide watching us get undressed. This was also extremely unhelpful when we are trying to sleep and there is so much light early in the morning.
- The lights flashed on and off and this was the main lights around the room, so we had to switch them off and then had barely any light in the room. (In October and on an awful weather day it was dark and dull) We were told someone would come and have a look at this but no one ever did.
- The tap in the bathroom was wobbly and moved around when you tried to use it
- The room was so impractical for 3 of us trying to get ready for our night let alone if there had been 5! There was one mirror on a wardrobe and then another mirror on the wall where there was no lights?? This accompanied with us having to switch the main light off made this impossible to use.
- There was a mirror above the bath/ shower however the shower dripped
- The room was dirty including hairs in the beds 🤢
- What happened next really was the icing on the cake of a truly terrible stay… we came back from our night out to find a HUGE puddle of water next to our bed and the ceiling leaking!!! I couldn’t believe my eyes!!! The managers solution to this was to bring up some towels to lay on the floor!!! I requested a new room and was told they didn’t have any. The ceiling dripped ALL NIGHT LONG, we were absolutely freezing and all had an absolutely awful nights sleep.

The hotel charges a security deposit of £50 per person, which I suspect they keep from customers who cause damage to the room and then do absolutely nothing about it and allow other customers to stay in rooms in a poor condition.

This room cost us £300 for this one night. After complaining about the above the next morning I was offered a full refund…well it’s been over a month and I AM STILL WAITING!!! I’ve emailed a manager (Rui Oliviera) 4 times, all of which have been IGNORED! I have rang the hotel countless times and given my name and number, been promised a call back and never received one. I have been messed around constantly and still no closer to receiving my refund. The manager himself has apologised and promised to call me and never has, then I have rang back and he put me on hold and then said he had a hotel emergency and would not confirm when I will be receiving my refund! I will not be giving up on this matter but I would STRONGLY recommend no one else use The Shankly!

Just visited Rainhill hall I was overwhelmed by the professional warm welcome my husband and I received by Rory n Vicky , could not have been more
attentive to us with time,information and the friendliest of environment the whole place is a credit to the owners so tasteful decorated and their wonderful staff well done Rory n Vicky
Thank you
Kieron n Michelle

Still waiting on a refund over a year (nearly 2) later of £4000, the booking couldn’t go ahead because of COVID yet they refuse to give us our money back only offering vouchers instead, impossible to get through to the mangers and waiting on phone calls back months at a time because other staff refuse to speak to you.

SCAM…DO NOT BOOK WITH THIS COMPANY!! My booking was affected by covid and cancelled. They have subsequently refused a refund and offered vouchers for the value of £3800!!! I am still to receive these vouchers months down the line. Only accepting these at an absolute last resort. They are in administration so protected from court proceedings. A company millions of pounds on debt and scammed hundreds of customers out of thousands of pounds. Just read the countless reviews. Only way they can still manage to trade is from stealing their customers money. Their phones ring out and they ignore emails. They turn off comments on social media and delete bad reviews so they still appear to be a reliable company. They are an actual embarrassment. Zero customer service. How this company can get away with this and how their owners can sleep at night is beyond me. do not waste your money booking through this company it will be the worst mistake!!!!!!!

Booked a meal at Rainhill Hall quite a while ago. Food perfect, service really good. Looked after and checked upon by the lovely Kate, what a credit to your company. 100% customer care, she really goes the extra mile and really cares about the customer, really friendly and approachable with a can do attitude. Nothing too much trouble, not many like this!

Shankly hotel £500 Presidential suite liverpool. We stayed 30-31 July 2021:
-bathroom flooded it was like a swimmin pool, that spilled out of bathroom
- jazquzzi was dirty with black stuff, scum, hair, flakes of something. I had to it wash out,
- sofa and chair was damaged
- tv dud not tune any channels
- staff attitude was poor the receptionist with the bun was rude, stern and lacked any emotional intelligence or ability to present professionalism with a smile but instead spoke to customers like a boarding school head mistress. The other staff that inspected the flood was dismissive and unapologetic offering no options and instead gave attitude speaking to us like we flooded a clogged up dirty/hair filled drain.
- the manager acknowledge the staff behaviour was poor having witnessed the receptionist behaviour and advised training would be offered and if they dont improve she/they will be sacked
-the manager acknowledged the flooding was Shakly hotel issue and accepted a refund or 50% off next visit should be made but we require a refund and he assured me confirmation of what will be offered would be received 2 august. I was also assured the £300 security payment would be refunded and this is still awaited.
-no communication from shankly, no courtesy email or call as promised, emails sent not acknowledged which has been an issue over the last 3 months. You call shankly you email no response. I would of recommended this hotel as the flooding you would hope was an isolated incident but we couldn't use the toilet or wash properly we had to wash in the jacuzzi like a bath which delayed us immensely reaching our evening event as there were 7 of us. Can u imagine the time spent resetting the jacuzzi with water. This was the bridal suite I'll leave to your imagine if the bride was getting ready for her wedding morning with 6 bridesmaids.

Alma de cuba was absolutely AWFUL food was processed, cocktails were watered concentrated juice, entertainment was uninspired walking around giving nothing but they did take photos. Food was sickening plus was over charged