Leonardo Hotels
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Made up bed on floor ‘upgrade’…
I booked a room for single occupancy and got a room which was nice but had a bed made up on the floor which looked unprofessional and ruined the look/experience of the stay. I complained following checkout as I wasn’t asked how my stay was. I was told I’d had an upgrade, I wasn’t told this upon checkin which was at 10:30pm where I heard the receptionist say they were fully booked so I wasn’t going to mess about changing rooms at that time and if they were fully booked. I was not told I had been upgraded and having a quilt on the floor isn’t an upgrade to me- hotel not interested. I should’ve gone for a cheaper alternative rather than going for a ‘nice’ hotel, maybe their customer service will care more about your experience.