Leonardo Hotels
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Leonardo Royal Hotel DISAPPOINTING AVOID
I stayed at Leonardo Royal Hotel Southampton Grand Harbour, 25 January for two nights. On arrival we were informed breakfast would be 06:30 - 11:00 in the restaurant and to phone reception for any assistance. We stayed in room 401. The room was clean and well equipped, although there were some dirty marks, rust?, on the step out to the balcony and small patches where the enamel had worn away on the bath. There were two dressing gowns and one pair of spa slippers. We used the pool, sauna, steam room and Jacuzzi. I asked for an additional pair of spa slippers for my husband. The slippers were delivered to our room, whereupon staff insisted I recheck the wardrobe in their presence before issuing them. The following morning we enjoyed breakfast and headed out to meet friends. On our return our key cards did not work. I returned to reception where they were replaced. I noted a sign saying the Jacuzzi and sauna were closed for repairs. I remarked to the reception staff that this was disappointing, as my husband, a non-swimmer, could only use the Jacuzzi. On entering the room it had not been "refreshed"/room service. I phoned reception to query the reason and to request toilet rolls. The phone was not answered. I returned to reception. There was one person on the desk engaged in a conversation with a caller attempting to book a room. After around five minutes the receptionist caught the eye of the concierge and asked him to "find out what they want". I asked for a toilet roll, the concierge returned a few minutes later with a toilet roll, my husband asked for another, which the concierge returned with. I asked the concierge if room service was included. The receptionist held the mouth piece on the phone and said that we should have displayed the "refresh my room" sign. I told her we did not have one, she then continued her call and we returned to our room. On returning to the room, I phoned reception and explained that although the staff had been polite and welcoming, the lack of slippers, room service and Sauna and Jacuzzi was not the standard we were expecting and that we would be reviewing appropriately, and that I felt it fair to report to the hotel direct first. I was asked if I would like to report this to the duty manager, i said that I was satisfied the message would be communicated to the duty Manager. On our final morning we headed down to breakfast at 10:15. The breakfast had ended and we were told by staff that on weekdays breakfast service ended at 10:00. I went to reception and explained we were not told this on arrival the reception staff told us the breakfast was until 11:00 weekends and ended at 10:00 on weekdays. I explained our experience the varied issues we had experienced and that this had not been explained to us on arrival. The staff confirmed my name and room number and told us that they would fetch the guest experience manager. The staff left the desk returning in 2-3 mins and told me to wait, the manager was on their way. I explained I would not wait, I would be in my room packing my bag. We packed and left the hotel. I complained to staff during our stay and on two occasions managers had opportunities to discuss our issues with us and offer appropriate compensation. I was handed toilet rolls in the reception area. I was told "management had made the difficult decision" to close the Jacuzzi and Sauna (more difficult for customers no??). I was told I should have displayed the "refresh my room" sign (totes my fault of course). I was interrogated about spa slippers! Finally I was told breakfast times, with a smile. Far short of expectations given The Jurys inn experiences and reputation I am familiar with. Tried to contact direct, but due to the limited text box, had to review. I tried on multiple occasions to report these issues direct. DISAPPOINTING EXPERIENCE AVOID This review is my experience of the SOUTHAMPTON ROYAL ONLY.