The Municipal Hotel & Spa Liverpool - MGallery Collection 5 stars

Dear Mr C., Thank you for your wonderful review. We’re delighted to hear that you enjoyed a comfortable stay with us and appreciated the charm and character of your ground-floor room, along with our beautiful bar and original features. It’s especially lovely to hear your kind words about our reception team. We take great pride in providing warm, attentive and genuinely welcoming service, and your recognition of the team will be greatly appreciated. We hope to have the pleasure of welcoming you back for a longer stay and another memorable experience. With Warmest Regards, Charlotte Whittle - Adams Guest Relations Manager

Dear Mr W., Thank you for your lovely review. We’re delighted to hear that you enjoyed a comfortable and relaxing break with us and found our location to be so convenient. It’s wonderful to know that our team made such a positive impression through their friendly and helpful service. Creating a welcoming and effortless experience for our guests is at the heart of what we do. We hope to have the pleasure of welcoming you back for another relaxing and memorable stay. With Warmest Regards, Charlotte Whittle - Adams Guest Relations Manager

Dear Mr B., Thank you for taking the time to share such detailed feedback following your visit. We are genuinely sorry that your experience fell short of the standards you quite rightly expected from a five-star hotel, particularly on what should have been a special occasion. We are especially disappointed to hear your comments regarding breakfast. The temperature and quality of the buffet items, scrambled eggs, and tea clearly did not meet the level of care and attention we strive to provide. We also understand your frustration at being advised of a lengthy wait when requesting breakfast from the kitchen. This is not the impression of service we wish to leave with our guests. Your comments regarding the Palm Court are equally important. We appreciate that the atmosphere and design of a dining space can have a significant impact on the overall experience, and we are sorry that you found the area noisy rather than intimate. We are glad, however, to hear that you found your Deluxe bedroom and bathroom clean and comfortable, and that our team were polite and helpful. We will certainly share your positive comments with them, alongside the areas of concern you have highlighted. As a Liverpool resident, your perspective is particularly valuable to us. We fully appreciate the responsibility that comes with representing the city at a five-star level, and your feedback provides a very clear indication of where we need to reflect and improve. Your comments have been noted and will be shared with the relevant management and operational teams. Thank you again for your honesty. While we are naturally disappointed that we did not provide the experience you had hoped for, we are grateful that you have taken the time to bring these matters to our attention. With Warmest Regards, Charlotte Whittle - Adams Guest Relations Manager

Dear Mr M., Thank you for taking the time to share such detailed feedback. While we’re pleased to hear that you encountered some warmth from our team, we are genuinely sorry that several aspects of your experience fell short of the standards you rightly expect from a five-star hotel. We particularly regret the misunderstanding surrounding spa access. Our communication should have been much clearer regarding any additional charges, especially when treatments had been booked, and we apologise for any confusion or disappointment this caused. We are equally concerned to hear about your experience at the bar. Having to approach a member of our team after waiting to be served is certainly not the attentive and proactive service we strive to provide. Your comments regarding staffing, supervision and service standards have been noted and will be addressed with the relevant management team. We truly value your feedback, particularly as an AMEX guest, and will use it constructively to improve both our communication and service delivery. We hope that, should you choose to visit us again, we will have the opportunity to restore your confidence and provide the exceptional experience you expected from us. With Warmest Regards, Charlotte Whittle - Adams Guest Relations Manager