Leonardo Hotels
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Flexible rate is a scam
I was staying for work and booked flexible rate. Leonardo immediately charged my card despite the arrangement being to pay at the hotel. They did not provide a receipt or any acknowledgment that the payment was taken. I have to provide a receipt for everything I buy on the company card so this caused issues for me. I emailed to explain the error and with no written response or documentation the booking was cancelled, I was refunded and the reservation was re-booked as pay at hotel. I had to cancel (which was within my rights seen as I had booked at the higher rate) but it wouldn’t let me do it online because it ‘hadn’t been booked online’ (it had, but the booking was messed up because of the above). I therefore had to call them to cancel. The guy on the phone was taking a long time, ‘checking I am allowed to cancel’ then being ‘very pleased to inform me I can’ (I know. I booked that rate.) he was also asking irrelevant questions about whether I would like to change the date and why I had cancelled when I had already explained my work commitment in that location was cancelled. Drawing out the conversation, in other words. When I got my phone bill I realised why. Premium rate number charged at £1 per minute. I didn’t realise this and called from my personal phone, so my employer’s change of plans cost me personally £5.50.