Orrell Park Hotel

Clean, comfortable and friendly with an exceptionally good tapas bar/restaurant. The stay was also enhanced by the generous breakfast at no extra charge. Thank you!

We were overwhelmed with the staff, and the Xmas decorations were brilliant, the room was clean and well played out, as was the restaurant, and bar. We had a nice evening and enjoyed our stay very much.

I love this place, location, and staff great, especially Liz. lovely breakfast standard hasn't changed, there is a small restaurant of an evening and a bar , on match nights you might find like minded guests to enjoy the game and drink with. I highly recommend

I am extremely disappointed with the way my family and I were treated at this hotel. I want to be fair and acknowledge that part of the original booking issue was my mistake. I genuinely believed I had booked accommodation for four people: myself, my elderly mother, and my two young children, aged five and eight. Unfortunately, I did not realise until we arrived that the booking confirmation was actually for only two guests. Had I realised this beforehand, I would never have travelled to or booked this hotel, as the accommodation would not have been suitable for my family. We arrived at approximately 1:30 a.m., after travelling all the way from South Wales to Liverpool. When the member of staff informed us that the booking was only for two people, I immediately asked whether there was another room available that could accommodate all four of us, and I offered to pay the additional cost. We were told there were no other rooms available. Given that it was the middle of the night, I explained that I had my elderly mother and two very young children with me and asked whether they could make an exception for just the remaining few hours of the night. We would then leave in the morning and find suitable accommodation elsewhere. I fully understood that the booking was for two guests, but this was an unexpected and difficult situation involving children and an elderly person in the middle of the night. They refused. We even asked whether there was any alternative arrangement they could offer us, and we were willing to pay extra. Again, they refused. The manager was contacted, but we were simply told that it was against their policy. What upset me most was what happened next. Since we had already paid for a booking for two guests, we asked whether at least two of us could use the room we had paid for while the others made alternative arrangements. This was also refused. We therefore did not use the room at all, yet the hotel kept our money and refused to refund us. As a result, my elderly mother, my two children and I were left with nowhere to stay in Liverpool in the middle of the night and ended up sleeping in the car. We had travelled from South Wales specifically to attend a church festival and hoped to enjoy some family time together. Instead, what should have been a happy trip became an extremely upsetting experience. I accept responsibility for not noticing that my booking confirmation stated two guests rather than four. However, my complaint is about how the situation was handled once we arrived. There was very little empathy, understanding or willingness to help us find a reasonable solution. I found the attitude of the staff rude, dismissive and unprofessional, particularly given that two young children and an elderly woman were involved. Most importantly, I cannot understand why, after refusing to allow four people to stay in a room booked for two, the hotel then refused to allow even the two guests covered by the confirmed and paid booking to use the room. I left feeling extremely disappointed by the treatment we received. Based on my experience, I would not recommend this hotel, particularly to families travelling with young children.