Leonardo Hotels
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Leonardo Hotel Plymouth - Fraudulent charge
Leonardo Hotel Plymouth. Overall an awful experience. Person checking me in took forever and made no eye contact. Arrived in my room to find it was the wrong room type - phoned down, the same person answered the phone and didn't appear to give a damn, or even see why it was a problem. I was told I'd be called back. No call back, I'm left waiting and unable to unpack Eventually gave up and went down to reception, the person who checked me in originally didn't even acknowledge me and someone else had to sort out his mess. The new room was adequate. Supposedly a Superior room type, but I saw nothing Superior about it. No water and biscuits as advertised, no easy chair. Tap on the sink in the bathroom was wobbly to the point of feeling like it was going to fall off. The shower head control DID fall off - there was a piece missing from the front which had not been replaced. Peeling paint in the bathroom. Heating controls advertised as 'individual' are blatantly not - guests are locked out of these. Called reception to be told it's due to 'problems in the past'. Problems with what? Paying guests deciding how hot or cold they want to be? Eventually someone arrived with a heater as apparently they can't even unlock the controls. Breakfast - the actual breakfast is fine, but when going to the dining room all that happens is your room number is taken. No info on what to do, or anything other than 'room number please'. Overall feeling of being short staffed - tables missing cutlery, no milk jug without asking for it (come on, that's basic), sauce bottles mostly empty. This is NOT a four star hotel, rebrand or not. Overall, a really poor experience. What pushes it into terrible is the fraudulent charge on my card. I'd paid my room on check-in as normal, however on receiving the invoice after check out, I discovered that someone had gone into my account and charged an additional amount the morning of check-out. Called the hotel and spoke to someone who did really try to help, but couldn't see why this charge was made and said it would be referred to the accounts department for a refund and new invoice. I have heard absolutely nothing, three days later, despite following it up, and am now having to consider filing a fraud complaint, which I really didn't want to do. Avoid this hotel. Some of the staff are doing their best and do want to help, but overall it has a feeling of disinterest and lack of care even before the problems with the extra charge. It certainly isn't anything even approaching four star.