Leonardo Hotels
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Fixed terms in a pandemic! Please be flexible!
Hello I would love to say service so far has been great however I am yet to receive any. My wife has a stay booked this weekend for her 30th but our daughter has come down with a highly contagious disease of hand foot and mouth. I have been trying to contact the reception at the Southampton hotel for 2 days, called 20 times in total and so far only the spa and one call has been answered. I just want to move this date back a few weeks but have been told no because it's not in terms and conditions and outside of the cut off point. In the current climate with isolation controls still in place I fail to see how the hospitality industry can survive on fixed terms! Everything should be flexible. I asked to speak to a manager and was told that they would not take my call! Having been a manager for the best part of 15 years I am aware of the way they are spread thin however customers were always my priority and I would drop anything to help one in need. I really hope someone gets back to me as I have sent 3 emails and was expecting a call by 10am today. Please help me get this rectified so my wife can enjoy the stay she deserves having worked through lockdown as a nurse!