Leonardo Hotels
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Leonardo Derby
Reserved two adjoining rooms for my family including my 12-year (they counted would as an adult). I requested rooms next door (adjoining/opposite). On check-in receptionist Kristina said the rooms would be opposite in fact rooms were separate by a long corridor (video available). Returning to reception and said, it was important to have rooms together (safety of my child) she said well 'at least they are on the same floor', laughing and smirking and had no intention of trying to resolve. The deputy manager was no better and said my reservation did not specify my request which I had on several emails. When I asked to see my reservation she refused saying it was private! They took full payment on check-in and lied saying they took card details to hold my booking and payment would be on check-out. I received an alert from my bank saying money out of my account immediately. I asked for refund as we wanted to find a replacement hotel with rooms closer together. Shoddy customer service, coupled with lies and sharp practice. Avoid at all costs - worst check-in and experience, ever.