A woman claims her Adelphi Hotel room was "absolutely filthy" and "falling apart" after a recent visit to the city.
Ell Willson, 27, from Hull, had visited the hotel in July after arriving in Liverpool to see family.
She says that despite several attempts to contact Britannia Hotels, who own the Adelphi Hotel, she has had no response to complaints made after she woke up and realised the state the room was in.
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Speaking to the ECHO, Ell said: "We'd booked to stay from the 21st to 25th of July for four days and had stayed there before the pandemic.
"We've got family in Liverpool and it's a place we visit regularly, before covid we used to go to that hotel - it is a bit dated and an old hotel but we've never had issues before.
"This time though our hotel room was disgusting."
Ell said her and her brother Aaron had arrived late at night having booked a twin room and didn't realise the full extent of the state of the room until they woke up the next morning.
She said: "We arrived in the night time as there had been delays on our train and arrived really late on and had gone straight up to the room and thought this isn't great.
"It was the next day when the sun came up and we took a look at the place we realised just how bad it was."
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She said that having paid for the "best available room" at a cost of over £80 per night she "expected much better."
Ell said: "The place was absolutely filthy, it was falling apart.
"There were stains on all the fabric and shower curtains, exposed grips, layers of dust.
"The carpets had thick muck, it was absolutely grotty and the actual bathroom furniture was falling to bits."
In pictures shared with the ECHO, cracks are also visible around an electrical outlet, gaps visible near to the bathroom furniture, a large stain on the shower curtain, wood peeling off doors and a tap head which had come free of its tap.
She said: "It's not a cheap hotel anyway, but you shouldn't expect those conditions in a cheap hotel really.
"You're led in on false pretences as the reception and dining room is lovely with big crystal chandeliers.
"While we were there though only one of the lifts were working to, so people were all squashing in, not good in these covid times.
"It's once you actually get into the hotel where the rooms are you see the real state of it - you wouldn't leave a dog in that room."
Ell says that she attempted to complain several times during her stay, on one occasion waiting at the reception for 30 minutes, but no member of staff came.
She says she ended up going online and emailing a complaint to the hotel while in her room on July 22 but has yet to receive a reply.
Ell said: "It seems impossible to complain.
"There's a number you can call but it charges you and I don't want them to earn another penny from me.
"I put a post on social media, but you can't even tag the hotel or the hotel group in it.
"I've had a lot of comments to the post with people sharing their experiences, it's just awful.
"We paid quite a good bit of money to stay there, you shouldn't be treated like this.
She added: "We just want our money back and for the hotel to actually be cleaned."
Britannia Hotels has been contacted for comment.
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