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Terms and conditions

These are the terms and conditions that apply when you reserve a room with the Signature Living Group, located using one of our digital channels (website, mobile site or app).

You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.

We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation.  The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.

If making a reservation in a Signature Living Group venue, the contract details are:

Signature Living Group, The Shankly Hotel, Millennium House, 60 Victoria Street, Liverpool, L1 6DN.

The registered company number is: 08124207

Reservations & Group Bookings

To reserve your room please follow the instructions on the website, mobile site or app (as applicable).

You must be at least 18 years old to make a reservation.

You will need to pay a deposit to secure your reservation. The deposit is a percentage of the total booking cost. This varies depending on the reservation type.

Deposits can be made from a credit or debit card detail. Signature Living accepts Visa, MasterCard, and American Express to secure a reservation. All deposits are non-transferable and non-refundable.

Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.

We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your room and any additional services added to your reservation will be formed when you receive this email confirmation from us.

If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss.  Please note that certain offers cannot be amended unless we have made an error with your booking.

Room Prices

Signature Living adopts dynamic pricing and the price of our rooms fluctuates based on demand at any given time.  All prices are subject to change without notice. When you make a reservation request, we’ll give you a total price for the rooms and number of nights you’ve requested. The price you pay is the price quoted to you at the time you secure your reservation.

Room prices are for the room and are inclusive of VAT at the applicable rate at the time of your reservation.  If the rate of VAT changes between the date of your reservation and the date of your stay, we will adjust the rate of VAT that you pay, unless you have already paid for the reservation in full before the change in the rate of VAT takes effect.

Meals and other extras are not included in the room price; however, you may be able to add them to your reservation during the booking process or they may be available to you during your stay. You may pay for meals and any other extras, including packages at the same time as paying for your room, a deposit may be required.

Paying for your Room

If you have not paid for your room and any extras added to your booking in full at the time you make your reservation, you will need to ensure payment is made within the terms and conditions of your booking.

Best Rate Advanced Reservations

Full payment must be taken at the time of booking. All bookings are non-refundable and non-transferable.

Best Available Rate Reservations

A deposit of £1 is needed to secure your booking and validate the payment card. You must pay the remainder of the balance on check-in (with best available bookings it is free of charge to cancel your reservation up to 24 hours before the day of arrival).

Online Travel Agent Reservations

Deposits can vary, depending on the rates selected at the time of booking. This can be 25%, 50% or 100% of the total cost. Any outstanding balance must be paid on arrival.

Payment may be made by credit/debit card (Visa, MasterCard, American Express, Maestro and Electron) or via a valid Signature Living Gift Voucher. The expiry date of your debit/credit card must be later than the end of your stay.

We do not accept personal or business cheques.


Your right to cancel

If you need to cancel your reservation and have paid for your booking or part of your booking in advance, you will not be entitled to a refund. All bookings are non-transferable and non-refundable unless booked through best available rate reservations. We will send you a cancellation email to confirm your cancellation.

Bookings cannot be downgraded or shortened, all accommodation and packages are agreed at a set rate at the time of booking.

You are not entitled to cancel or withdraw from your reservation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

No Shows

If you fail to check in by midnight on your scheduled arrival day, unless notified, will be considered as a cancellation. Your booking will be charged in accordance with the cancellation policy above.

Changes made by Signature Living

Very occasionally we may need to change or cancel your booking.  In such circumstances, you will be given a full refund, but we shall have no further liability to you arising out of such cancellation.  We will, however, use reasonable endeavors to try and relocate any confirmed booking cancelled by us to an alternative Signature Living Hotel.

However, you have the right to;

  • Accept the changed arrangements as notified; or
  • Make alternative arrangements Signature Living; or
  • Cancel your reservation and receive a full refund of any monies which you have paid to Signature Living in respect of your reservation (please note that we shall not be liable for any sums which you have paid to any other persons in connection with your reservation)

For the avoidance of doubt, we shall have no further liability to you for any changes to or the cancellation of any stay with us.

Our right to cancel

We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if;

  • you do not pay us when you are required to do so; or
  • you break the contract between us in any other material way

If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract.

Events outside our control

We may also cancel your reservation if an event outside of our control (including industrial action, explosion, fire, flooding and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case, we will contact you to let you know as soon as possible and;

  • If you have already paid for your room, we will refund your payment to you; or
  • If you have not yet paid for your room, you will not have to make any payment to us

Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that are caused by an event outside of our control.

This does not affect your statutory rights.

Arrival & Departure

Rooms are available from 3pm on the arrival date. Please let the Signature Living Group hotel know prior to the day of arrival if you are likely to arrive after 10pm.

Guests will be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card/passport details.

Acceptable forms of identification are;

  • Passport
  • Driving licence
  • ID card

Guests will also be asked to pay a pre-authorisation payment of £50 per person on arrival. Payment must be made by credit/debit card (Visa, MasterCard, American Express, Maestro and Electron). This payment will be released back onto your card on the day of departure, this can take between 3-15 working days for the funds to show.

Rooms must be vacated by 11am on the day of departure, unless you have paid extra for a late check or it is offered as part of an offer. Failure to leave your room by this time may result in a late check-out charge.

Our expectations

Whilst staying at Signature Living, you and your guests will be expected to act in a sensible manner. You must not;

  • Smoke anywhere inside any Signature Living’s premises. This includes the smoking of e-cigarettes.  Permitted smoking areas will be identified on site. Smoking on Signature Living premises outside of the designated smoking area will result in a fine
  • Bring any pets onto Signature Living’s premises, except for assistance dogs
  • Bring any potentially dangerous or hazardous materials or equipment onto Signature Living’s premises
  • Tamper with any fire alarms or emergency equipment
  • Remove, damage or destroy any Signature Living property
  • Use any of the technology provided by Signature Living to download or access any unlawful or obscene material
  • Cause unreasonable disturbance to our other guests or any Signature Living staff
  • If you or your group cause damage or loss of any kind to the hotel, other guests or their property, you (as the person making the booking) will be responsible for that damage or loss and you shall be liable to pay to Signature Living on demand the amount required to make good or remedy such damage or loss

You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any Signature Living room for sale either on its own or as part of a combined offer. Signature Living will not honour any reservations made in this way and does not accept any liability for doing so.

If you or your group cause damage to the hotel, other guests or their property, or otherwise breach any of these terms and conditions, Signature Living reserves the right to;

  • Cancel your reservation with immediate effect and (if appropriate) eject you from Signature Living’s premises
  • Retain all sums paid by you and/or charge you the full amount of your reservation; and/or
  • Refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels

Signature Living will not be liable for any refund or compensation in such circumstances.


Any photos or videos taken on Signature Living’s premises which are publicly shared to Signature Livings social media pages are subject for use by us on our website, in our marketing and for promotional purposes.

Personal data

Signature Living Group processes personal information collected from you for the purposes of providing the hotel and accommodation services that we have agreed with you and providing you with information about products and services we offer. We will not sell this information and will only disclose it to other companies or suppliers we engage to process data on our behalf.

We monitor business calls for quality control and training purposes.

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