Leonardo Hotels
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URGENT COMPLAINT
Hello, I am contacting regarding a complaint. Myself and my girlfriend came to stay at your Holborn Jury's Inn hotel Saturday 7th September and we were appalled at not only the size of our room, but also the decor and arrangement, especially when comparing it to the images we saw advertised online and we could not even open a window. I complained to the reception and after a lot of effort to get my point across, we were finally offered a room at your sister hotel in St Pauls were we took a taxi paid for by the hotel, which we were grateful for, however, when we arrived at the hotel, although the room was a lot nicer than the previous room, we found hairs in our bath along with rust marks, there was also no option to open a window, which is not great for my girlfriend due to her being asthmatic. When I explained this to the reception, they advised that there are no rooms with windows that can be opened, which was a complete lie, as we could clearly see from the court yard that there were rooms with windows that had handles to open. in addition to this, I visited the bar in the evening and it was late and empty, so I politely asked that the bar Tv be turned up so I could hear the fight that was on since I had bet on this fight and was told that it is not possible as he had no control on this, so I went to the reception to ask if this was true and the receptionist showed me how to turn the tv up manually by the tv, which I did, then the barmen, came over 10 minutes later and actually turned the tv back down by remote, after telling me he had no control over! This was the second lie told to me by your staff within a day of being at the hotel, not even a day, an evening. After having to go to the other side of London to where we initially booked our stay, this is utterly unacceptable! The next day, we visited the spa after checkout. when I went into the changing rooms, and the water cooler was empty and my girlfriend confirmed that the ladies was also empty, so after 45 minutes of being in the spa. I went back to check the water had been topped up and it was still empty. I took the walk to the spa reception and the women was unbelievably rude about the situation. I asked her to refill the water cooler and she responded saying that she could not leave the reception area and when I went to go to get some water from the only available place, which was the relaxing room, I was rudely told I am not allowed to go in there. Her colleague even came back into the spa area after to personally apologize for her colleagues rudeness, so this is not just me being an awkward customer. in addition to this, upon leaving the spa area, the same rude women, was very ignorant upon our departure. We are utterly appalled at the treatment we have received from what we thought was a reputable hotel chain and we can not stress enough, how this has affected what was meant to be a romantic night away. Please contact us immediately. Kind regards, Robert Fletcher