Leonardo Hotels
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Great location but poor Check-in experience
I travelled to Vienna with my partner to enjoy the Viennese Christmas markets. We booked four nights at the Leonardo Hotel in Schönbrunn and arrived at the hotel around 11:30 PM. Upon arrival, we experienced an unpleasant check-in process. There were two staff members at the reception desk. One of them immediately directed both me and my wife to a colleague who was busy working at the bar. While waiting was understandable, the receptionist’s attitude when he eventually came over was disappointing. I politely mentioned that I had made a booking through Agoda. However, his response came across as rude and unprofessional. Both my wife and I were taken aback by his seemingly hostile and rude tone, which did not reflect the standards expected of a prestigious hotel chain. It was unclear whether he was having a stressful day or struggling to manage responsibilities at both the bar and reception. When I asked if he was feeling stressed, his demeanour shifted. He became more relaxed, approachable, and professional, which improved the interaction. While I understand that staff may face challenges, such frustrations should not be projected onto guests, especially those who are respectful and courteous. This incident may highlight the need for additional customer service training. Outside of this experience, the hotel is in a great location—close to the main tram line and within walking distance of Schönbrunn Palace. The rooms were very comfortable, and the majority of the staff were welcoming and helpful. Overall, it was a pleasant stay, though the initial check-in experience did leave a lasting negative impression.