Leonardo Hotels
View company profile →
Shockingly inept - awful - so disappointing
Tried to book a stay at the Leonardo Royal Southampton using their 20% discount for new loyalty members. The website quoted me £245.60 for my reservation (instead of £307) for agreeing to sign up to their loyalty program. But when the payment was processed, it charged me £308 (FX differences?) and signed me up to the loyalty program. To make matters worse, neither the hotel front desk or the reservations team can do anything to correct this. They can only ask me to email written details of the issue to the "email reservations team", who can then investigate and respond. And there is no way to speak to the email team. To make matters even worse, the UK reservations number is an 0870 premium number - so they charge you for trying to get their mistake corrected. And as if that is not bad enough, the booking is for the next business day, and the "email reservations team" investigating this will take 24 hours to respond. The central reservations call centre and hotel reception were embarassed but could not do anything. Shitty systems, shitty processes, shitty company ethos. This is just sooooo disappointing. Leonardo Hotels have fallen down and failed miserably at the very first hurdle. I've travelled regularly for business for almost 30 years and never come across a hotel this awful. AVOID AVOID AVOID.