A couple has sent a 16 bullet point list of complaints to the Shankly Hotel after a "complete shambles" stay.
James Dowd, his partner Louise and her parents, booked a two night stay at the Liverpool city centre hotel for New Years Eve.
The couple, who paid £330 per room, said they were promised a Hogmanay event in the Bastion Restaurant .
However the family, who travelled from the Lake District, claim the buffet ran out, they were left on a table near the broom cupboard and called liars by management.
And James said even the staff commented on how poor the evening was and said they "couldn't wait for their shift to finish".
James who works as a DJ said: "I rarely get New Years Eve off so this was a special treat and we booked it almost a year in advance.
"But the whole stay was just a shambles from the word go.
"We come to Liverpool often and we always make a beeline for The Shankly and have stayed there about nine or 10 times before.
"Louise's dad even had his 60th there last year.
"My sister was supposed to be staying there for her hen do in August but she has cancelled that now after the way we have been treated."
The 34-year-old said on booking the reservation, he was told the Signature Living hotel would be in touch with plans for the New Years Eve event.
However he claims it was only two weeks before that contact was made, in regards to a Hogmanany event, at which point they had already paid a £50 deposit at another venue.
James said the hotel offered the family two bottles of complimentary prosecco to make up for their lost deposit and they decided to accept and pay £40 per head for the Shankly event.
But on their arrival James said the hotel had no booking for them.
He added: "We sat and spoke to a girl in the Bastion on December 30 about our New Year's Eve booking, which was not on the system.
"After the third time of asking she booked us in and said 'really sorry but you will all be well looked after for all your issues on the night'.
"When we arrived at the Bastion on NYE we were first put on wrong table, and then moved to another which was by the broom cupboard.
"We could not see the DJ, who was very poor and a group next to us left and a couple across from us they had their money refunded.
"Nothing about the event was Hogmanay apart from the staff dressed up and a few balloons. The buffet also ran out.
"The DJ messed up the countdown, which he did after 12 o'clock and the singers were depressing people with Celine Dion love songs at 10.30pm, instead of creating an atmosphere."
During the event James said his father-in-law spoke to management who advised the family not to pay if they were unhappy with the event.
However James said they were then slapped with a £160 bill - which included the two complimentary bottles of proesecco.
He also claims how a manager then branded the family "liars" in front of other guests.
James added: "I have never been spoken to as rude as that ever.
"As we left the Bastion a number of staff were looking and laughing at us.
"The next day my wife didn't even come down to breakfast as she was so upset and embarrassed about the previous evening.
"We had all also been kept up, after being put on the fourth floor which was an overspill for party guests, who played knock and run on the doors and music all night."
James said the family, refused to pay the event bill, put did pay the £330 room charge and complained on checkout.
He added: "We have been offered a one night stay and a meal, but felt like this was a stab in back as it would still cost us over £60 in travel and parking.
"We are coming back to Liverpool in July for my birthday and asked could we stay for two nights then and we were told no."
Signature Living did not want to comment when approached by the ECHO.
