Leonardohotels Reviews 20

I will never go there again. Horrible customer service

I booked a stay at the Leonardo Hotels website for Valentine’s Day for my girlfriend and me after an evening out in Derby. The only rooms available at the time of booking were standard double and single room or executive king rooms, I selected a standard double and single room with 2 beds due to the cost difference.

Upon arrival, the receptionist went to speak to who I assume was the manager. Who then came over and asked whether I needed both beds. I explained that I didn’t, but that it was the only room available online at the time of booking, aside from the Executive King Room.

She responded by saying she would give me a different room. I asked whether this would be a different rate or an upgrade, as the room I had booked was a larger double and single configuration. At this point, she became quite rude and stated that the rate for the night was what I had booked “through booking.com.” I corrected her and explained that I had booked directly through their website and was also a member of their loyalty programme. She then snapped and said, “If you want one with two beds, I can give you one,” in a very dismissive tone.

I simply questioned whether the alternative room would be smaller than what I had paid for.

The room we were given turned out to be an accessible room, with a tiny sink, no bath, and a low, flimsy bed on wheels - on Valentine’s Day!
There was no apology, no explanation, and no compensation offered.

Additionally, the website promotes free upgrade (subject to availability) if you are a member of their loyalty programme. In this case, not only was there no upgrade, but the experience felt like a downgrade.

Disgusting service

All staff are exceptional from the reception to bar especially Stephen always a pleasure to stay here in Liverpool.
Rooms always spotless breakfast is always good too.

Leonardo Liverpool. Let’s start by saying that I stayed here through a company booking so my room was cheaper but still £269 per night. For that I expected better. It is convenient for the ACC and that’s about it. I stayed in the Leonardo in Brighton 2 weeks ago and this is like chalk and cheese. I would use the Brighton hotel again but would not stay in the Leonardo Liverpool again and I will tell my company that we need to use another hotel.
The rooms although supposed to be a superior room was tired and quite small. There is no wardrobe space at all. There is not Nespreao coffee machine as in Brighton. You would expect the same hotel chain to have the same amenities. The shower had black mould in it. The window that is only supposed to open a small way “For your safety” was broken so it opened up all the way. Not very safe. I had to remind them to clean our room. The towels are thin and substandard. The shower and toilet is very small and dimly lit. The bar area is too small and not enough seating. As is the reception area which again needs more seating.
Having said all of the above the food we had in the restaurant was excellent and breakfast was good even though they water down the orange juice. This is why I gave this hotel 2 stars and not 1.
I think that there must be a number of better hotels to stay in Liverpool than this.

We couldn't believe how good our room was for the price, very spacious and immaculately clean.
There was a good choice for breakfast, with plenty of food coming out of the kitchen regularly. Both reception and bar staff were helpful and polite- we would 100% recommend a city stay with Leonardo

What can I say. Rude.

Hotel Leonardo (Cardiff centre)

Ben at the reception and his colleague took me aside and accused me of not paying breakfast when it was included in the room. Didn’t think to ask first just came with a straight accusation. Which is not acceptable. For some one at front of house, this is is shocking to see as you would think they would have excellent customer service as staying in a nice hotel.

Needing to change booking by email 5 different customer service staff either cant read English or have less than 1 brain cell. Pathetic!! Still not resolved.

The only positive of this hotel was the clean and comfy beds. Our experience of the staff were that a few were friendly but the rest mostly rude and arrogant; food was usually cold and the quality poor with many items being served burnt; observed poor restaurant hygiene dirty utensils and plates; the only decent food items being served were the desserts which had been purchased from a catering company. Would not recommend!

A big thank you to Jake, Jerome and Manuel for their exceptional customer service throughout our stay at Leonardo Royal Hotel Brighton Waterfront. We truly appreciated everything from the moment we arrived.

Manchester Piccadilly

POSITIVES
- The room was fantastic: USB-C and USB-A charging ports on the sockets located above the sill all along the wall (opposite the bed). Plenty of space to place your phone, iPad, wallet etc.
- The bed also had a socket on both sides, which again is fantastic for charging devices (although no USB ports on those single sockets).
- The bed was comfortable and the sheets felt very nice to sleep on.

NEGATIVES
The ventilation in the bathroom was non-existent. After a shower, it was suffocating in there. What made it worse was that there is no way to open a window in the main bedroom area, so there is literally no way that fresh air can ventilate the room. There was a tiny ventilation “circle” in the roof of the shower (i.e not an extraction fan as it was silent) and this made no difference whatsoever. As I thought this poor excuse of a fan might be doing something, even if I couldn’t hear it, I left the light on all night. When I went to the bathroom in the morning, it was absolutely roasting hot and still felt suffocating. And that was before I had my morning shower.

When I mentioned this the next day at reception, the girl said that this was because when you switch the light on in the bathroom, it also switches on the towel heater! The amount of heating that must be wasted if guests don’t know this is probably astronomical.

Used the hotel at EMA a couple of weeks ago and couldn't really fault them. Firstly it's literally a 5 minute walk across the road from the airport so very easy, especially if you leave your car there too. Rooms accommodate 3 adults which is great as most now you have to book 2 rooms. Don't bother with the hot chocolate from the bar though, it was made with water and tasted like just that, hot water. We had to go back and ask for some more mix. I'll forgive them for that as it was a good stay. Also a special mention to the staff as i left my ipad in the room and on ringing them up they went and found it and kept it in their safe for me which i collected on my return yesterday.

Leonardo Hotel Hinckley

Booked this via secret escapes as a deal due to building work at home good staff on receptionist however although the Triumph bar is modern and quality the staff don’t appear to be trained well and in some instances want to look busy rather than actually serve one in particular had a way of walking around without actually doing anything!!! There where others that you could show I g smoke care attention to their role which was very noticeable!! I wanted to give a real opportunity for the team and food to excel However there were issues on both nights as wanted to give benefit of doubt Food was very hit and miss some good quality and tasty other not good at all!! Bland and dry pork chop !!! However was very good quality with plenty of choice.

Overall it wouldn’t take a great deal to improve the stay for people a bit of care and attention is all that is needed. Also as a business they miss a beat as well as no answer from room service or asking if we need further drinks !!!

This was a Birthday gift, and wish I had not gone.
Bad Points £8.50 per night to park in there car park.
Food that expensive, you would of thought it was Michelin Starred !!!.
Carpets thread bare, smell of damp.
Heating would only work on an evening.
You would of thought someone had played football in my room, as the walls etc were so marked and stained must of been 5 years plus since a re vamp.
Mirror chrome come off on alot of it, toilet stained badly.
The bath when using the shower, the bath floor sunk and moved around. Window so dirty it was hard to view out.
Left feeling very let down by the quality and general standard of this hotel, would not recommend hopefully they will go bust and people paying good money do not need this in there life. 1-10 marks
I wish I could put pictures on hear to show.

Be careful when booking on their website they advertise as being cheaper. I found the hotel £30 cheaper on booking.com

We stayed in the Leonardo Royal Southampton Grand Harbour. Not the stay we were hoping for or expecting. When we opened the door to the room we were greeted with a dreadful smell. We could not stay in the room. After returning to the front desk, we were told to go back to the room and someone would be up, after 15 mins we had to leave to room because the smell was so bad. The lady on the desk then changed are room for us, but the room we were given had not been set up like the first room. No one came to apologise or check on us after we had to move rooms, this left the stay not feel as special as we were hoping. The staff were pleasant when we went to speak to them and the rooms were clean. The location was good for the city centre.

Since taking over Jury’s Inn the EMA hotel has been updated and the rooms are smart, clean and modern.
The food is expensive for its location when the average quality is taken into account.
Paid the parking charge at check-in in preparation for an early departure. The next morning the night porter told us there was no record of the charge and I must pay again. Is this a common scam / fund raiser? I’d suggest anyone who does this gets a receipt as proof. I had confidence in the system and so didn’t ask. Lesson learned.

LEONARDO HOTEL - FORMER JURYS INN.

Hotel reception and staff great on arrival. Simple and speedy check in. Rooms fairly modern and nice for a simple stay.
Myself and my partner both woke up with eye infections from the pillow side we had slept on.

General manager Luke, gave a prompt, professional, stereotypical reply to look into this further. 48 hours have passed and no feedback. Asking for doctors note etc, didn’t get the apology I was seeking just more deflecting liability.
Not a coincidence by all means.
Might be worth while booking a hotel of similar money elsewhere for the cleanliness.

Love staying at their hotels. Their one behind Brighton Station is a hidden treasure, lovely staff, and in week before Xmas I secured two nites for £47 per night for a luxurious pre-Xmas break!

In Cheltenham for three nights for work and I really enjoyed my stay. It did indeed feel like home, as the review on the Oxford hotel mentions. Excellent service and very comfortable rooms. Even had a bath.

Beautiful hotel and facilities I was working for two weeks in Oxford all the way from Scotland and it was the most comfortable home away from home. The staff provide an exceptional service a massive thank you to Rohan for going above and beyond he is a prime example of how service standards should be. Thank you for making my stay comfortable and enjoyable