Leonardo Hotels
View company profile →
Jake the manager at Brighton waterfront…
Jake the manager at Brighton waterfront did actually go out of his way and upgraded my disabled nephew's room from standard to executive accessible for our 3 night stay. This was after our bad experience in August 2022 (we come to this hotel every year) where we had encountered multiple issues. This was supposed to go smoothly except today having returned from a whole day out the executive room has not been cleaned/serviced. No clean towels, bins full (nephew has a lot of mess due to his disability so bins overfill daily). Bathroom toiletries empty so can't take showers. Bed is not made. This morning at 9.30am a knock on the door from room service/room cleaning was too early and my sister said to come back by 10am. We did not leave any "do not disturb" outside the door as we went down for breakfast at 10am. Anyway the hotel front staff were very helpful and they sorted towels and bin emptying. But room cleaning is clearly not possible at 9.30pm the hotel said. We took our toiletries from another room so we could shower. But both rooms don't have any toilet roll (thats strange). So a second round of calls to the reception to the very helpful staff who ran back to deliver the Royal Rolls! We all eventually got showered! It's a large hotel and clearly still facing issues which is to be expected in peak season. We can't take away from all the small gestures hotel staff do make- they do care- but we wish things had gone perfectly and as intended. On 23 August Michael the manager was so helpful and sorted out to our satisfaction a resolution. A 50% off room rate on our next stay/booking subject to availability. This is generous and we are grateful. Thankyou.