Leonardo Hotels
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Mould, poor customer service, and they will not refund my deposit
Leonardo Royal London St Pauls Team - Jurys Inn & Leonardo Hotels UK and Ireland At check in I was asked if I would pay a £50 deposit for possible room service or mini bar usage. I paid (employee took £50 from my Debit Card, it was not a credit card pre-auth), however did not use the mini bar or room service. I stayed one night on Friday July 30. Upon check out I asked for my £50 refund and was told it would be refunded within 3 days. It is now 16 August with no refund. I have called 4 times and left my number with a staff members who have assured me a manager will look into the issue but have heard nothing and had no refund. When packing up to leave on the morning of Saturday July 31 I opened the curtains and found extreme mould on the backside of the room curtains. This is a major health concern. We (I stayed overnight with my sister to celebrate our birthdays) were breathing in mould spurs all night. We immediately showed the photos to the check in staff member who asked for the room number (232) and said we were done checking out. We were shocked they did not refer us to a manager or comment further on a severe health and safety issue. Had we noticed sooner we would have asked to move rooms immediately. I'm concerned about the hotel cleaning protocols in general after seeing something this severe has not been noticed or dealt with. I have contacted the hotel and their parent organization Jury's Inn on all channels. I received one response on email and one on twitter saying I would receive a further response urgently and have heard nothing. I stated that if I need to follow a formal complaints policy with different action, to please send me the policy. I hoped my concerns would be dealt with efficiently but have been left with no response and am therefore leaving reviews in hopes it will bring some resolution to the situation. I would not recommend this hotel to anyone – the room was a health hazard. The shower was also broken (had multiple nozzles and only one was working) with very weak water pressure and there was no hand soap in the bathroom – especially with Covid this is a major concern.
