We meet staff and guests behind the scenes at Liverpool’s craziest hotel, where no two guests and no two days are ever the same. It has themed party suites for six, 12 and even 24 people in one room, but can the staff cope with all the unusual demands? It’s a busy Friday with almost 700 people checking in. The guests are coming to party, celebrate and mark momentous moments in their lives. The outlandish design of the rooms is designed to garner as many social media posts and photos as possible. The hotel’s trip advisor rating has slipped and now a new general manager has been called in to shake things up. He has a background as a global hotelier with 25 years experience, but has he bitten off more than he can chew with the Shankly? Owner Lawrence races against the clock to finish building a new party suite and wants to make a throne toilet. But can it be done before the guest turns up? Guest relations manager Liam looks after Laura, who has come to the hotel to celebrate her divorce. Meanwhile, lively wedding planner Ciara looks after two brides who have a surprise guest.
Owner Lawrence challenges his staff to set up a glamping festival on the roof in just one week. Meanwhile, trainee James struggles with a group of 41 stags.
It’s a busy Friday, with almost 700 people checking in, but there are major problems with the plumbing. Guests are arriving to party, celebrate and mark momentous moments in their lives in rooms with outlandish designs, including plunge pools and jacuzzis, but the baths are refusing to either fill or empty. Charley has come for her hen do, organised by her brother. They are very close siblings but are disappointed with the problems in their room. New general manager Damian struggles to please them. Owner Katie calls her staff together to ask them to help her stage a huge party for her twin' fourth birthday. All the staff and their families are invited to the circus-themed event, but can they pull off her ambitious ideas, which include an animatronic elephant?
Senior director Kris always goes above and beyond the call of duty, and now owner Lawrence has asked him to do something completely out of his comfort zone - fight in a charity boxing match being held at the hotel. Kris is not a fan of boxing and is hesitant to take on the challenge, but the proceeds will go to the homeless shelter that Lawrence set up when he kept finding rough sleepers in the hotel car park. To raise cash, Lawrence will also fight, but his wife Katie isn’t keen on seeing her husband in the ring. Meanwhile, VIP guest Louise Brookes has checked in. She has stayed at the hotel more than 175 times and always requests room 118, but there is a problem with the room, so the staff race to repair the damage. The reason for Louise’s attachment to the room is because it became like home for her when she stayed for many months while attending the inquest into the Hillsborough disaster. Her brother was one of the 96 who died in the tragedy, and during her stay Louise lights a candle for him at the permanent memorial to the victims in reception. Weddings are an important revenue generator for the hotel, and despite her chaotic approach, wedding planner Ciara organises up to four weddings per week. But bookings are down for next year, so Ciara launches a new competition called Runaway Bride to promote weddings at the hotel. Doorman Eric has his hands full at the hotel welcoming a very different sort of guest - 100 pensioners for a ballroom dancing event. Eighty-three-year-old Jerry still likes to stay light on his feet, and when hotel owner Katie’s mum shows up, he tries to make her feel at home. It is Christine’s first big event since her husband passed away. Katie is feeling protective towards her mum, but after a few tentative steps, Christine finds her feet and starts to enjoy herself.