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Review summary
Leonardo Hotels has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
Disappointing. Tried on two separate evenings to contact Room Service and, failing that, Reception from room phone. No answer on either occasion. The room was up a flight of 10 stairs. I was not made aware of possible accessibility issues before arrival and found this challenging which for a "superior" room is not good enough. I had difficulty finding help with my case and struggled with the stairs. Having said that the staff with whom I interacted were, on the whole, very nice and the food, when I finally got it, was fine. TV offerings very poor. Just not good enough for an allegedly highly rated hotel. (Edinburgh, Murrayfield)
Nothing like making a booking that the hotel gets wrong & when they kindly promise to re-imburse they actually change the facts so that they don’t have to re-imburse the customers. When you know you were at the hotel at 10am to check in & you’re told that you got the date wrong & then you see that they update Booking in the afternoon as a ‘no show’. I don’t know why Booking wants to list such hotels on their database when such bad service from the hotel reflects badly known them as well.
Leonardo hotel - Tel Aviv
This business customer ain’t coming back!
Have just booked my 4th visit this year. at Leonardo Hotel Gateshead Quays, fabulous, as always very friendly staff , Ann on reception so helpful, and always give us a welcome as we arrive, the furnishings in bar, and lounge have been renewed, plus an added touch of complementary cold drinks from the dispenser in reception rooms cleaned and all tea coffee and milk , plenty of it every day, the bar staff and resturant staff are fantastic, my next visit already booked
While checking into my suite at the SEAFOS Luxury Resort & Spa Hotel in Nafplio, Greece the Security Guard/Reception Staff negligently directed my partner and I to park in an area incapable of safely accommodating our Van, resulting in substantial damage to the body panels of our vehicle. Following the damage to our vehicle I confronted the hotel Mgr. (Vasilis Keritis) who agreed that his staff was negligent and that he was willing to do what was necessary to restore our vehicle. Yet the following day, when I inquired how the SEAFOS Hotel was going to arrange payment for the repairs necessary to fix our van , Vasilis Keritis reversed his position claiming his staff was not at fault. Out of hundreds of hotels I've stayed, throughout 55+ different countries, this is BY FAR THE WORSE ONE YET!!!
Absolutely horrific experience, my disabled mother got locked out of her room with no access to her medication or essentials and maintenance wasn’t called until the next morning! She had to sleep in her trousers with no essentials, in the morning maintenance walked in without knocking into my room! So did housekeeping. Have emailed a complaint and messaged over instagram and have been ignored for over a month! I have all the screenshots and emails absolutely appalled never ever staying with this ridiculous hospitality service ever again. The worst experience not worth it at all
Op 3 december was het weer in München extreem slecht, wat resulteerde in geannuleerde vluchten. Wij hadden ons hotel keurig per e-mail geïnformeerd en verzocht om de reservering vanwege de bijzondere weersomstandigheden te verplaatsen naar 17 december. Na een tijdje wachten zonder reactie van het hotel, besloot ik te bellen. Bij het bellen kreeg ik te horen dat het via Booking.com geregeld moest worden. Dus, op advies van het hotel, nam ik contact op met Booking.com. Zij hadden weer contact opgenomen met het hotel. Volgens Booking.com moest het hotel de kwestie oplossen en volgens het hotel moest Booking.com het oplossen. Uiteindelijk heeft niemand het opgelost. Het hotel beweert dat we ons geld kwijt zijn, en Booking.com biedt geen enkele oplossing. Het is echt een teleurstellende situatie, vooral omdat ik een vaste klant ben van zowel het hotel als Booking.com. Ik zal zeker anderen adviseren om niet via Booking.com of het hotel te boeken. Het lijkt een wereld van geldwolfpraktijken te zijn.
Birmingham Hotel. Clean and modern rooms. Huge comfortable bed with fabulous pillows. Generous tea coffee and milk. Fantastic hot and powerful shower.
Would have been 5 stars except we couldn’t have any bar snacks, even crisps when we got back from our concert. It’s not a big task to sell crisps and nuts surely. I understand they have to shut the kitchen at some point but never heard of a bar not even stocking these. Staff on reception were lovely and helpful. Staff in restaurant area also lovely, friendly and helpful, food was really good.
The other reason I didn’t do 5 stars was the cleaners yelling outside our door Sunday morning and knocking twice to see if we had gone even though it was over an hour before check out.
Overall a great stay, slept well, clean and comfortable hotel. Great staff
Looks good shame about the venue, so checked in after waiting nearly 10 minutes in que, room basic, amenaties basic, value for money not really, so my major issues began when trying to sleep at 1030 there was what sounded like a night club under my room, I call reception and yes they have a Christmas party event on until 1am? In a hotel just wow 😮, managed to get a room change on way back upto my room with the new room key I noticed security was following me, when asked what he was doing he said following me I said why, he advised you have 2 keys so I said maybe tell people first before you follow them and make them feel like criminals, honestly this place don’t care if you sleep or not, if you want a good night out party here, sleep just go elsewhere, I was here on business never again ever!!!!, update been out in a room next to a lift ffs no sleep for me tonight why!!! 🤦🏻♂️🤦🏻♂️
What a joke this chain this. Booked an comfortable double room in dusseldorf and what we were given is no better than a room with two single beds. The tv was facing the window with one chair and bed facing other way. What an an absolute joke of a room. When complained told that was a comfortable room we payed for. Booked for another night at same hotel on the way back home but this time economy room and have asked to see an ecomony room surprise surprise fully booked. Bar is not opened but offering free mulled wine. What an absolute joke. Do not booked this hotel
Our flight was cancelled and we were put up in the Leonardo Hotel in Jamaica Street Glasgow
We found all the staff to be very helpful and pleasant
The duty manager (Patrica) was particularly helpful and managed to make an unpleasant experience bearable by keeping us informed and helping to ease the stress of the situation
We love the Leonardo at Hinckley and go there regularly for a swim etc.
Pool equipment needs replacing, most of the beds are broken. But we can live with that.
But…..
The phone answering is USELESS! Absolutely dreadful
We had booked to go this morning, but needed to cancel.
Gave up trying to contact them via phone at the leisure centre, never answered
Then tried hotel switchboard
Just the same, nobody picks up the phone.
Unbelievably bad customer service. 🥵🥵
We stayed in Fuengirola the hotel was great staff very nice. The person at reception Jasier Morales was so helpful nothing was a problem. Room was spotless and will stay here next time we are in Spain.
I don't understand why people on here are posting 1 star reviews. We stayed in the Bristol hotel and this is probably the best hotel we have stayed in. The room was amazing as were the staff and restaurant. Excellent location for shopping and the train station and will definitely stay again. Mark robinson
Worst hotel I've ever stayed in. Poor Health & Safety. Sewage leak. Oct 2023
I'll try to summarise first.
Raw sewage leak from the bathroom into the bedroom, cigarette smoke coming from the next door room, no sleep, promised refund that never transpired, check-in beyond slow, service shockingly bad, inefficient, passing the buck, never resolving, 'computer says no approach', charged extra for breakfast, charged extra for parking, staff did not communicate properly to me or between themselves meaning I had to repeated the problem to five different managers, managers did not resolve the sewage problem efficiently.
Would give zero stars if I could, 1 star is doing the hotel a very positive service
Was told I'd be issued a refund, 28 days later still not received despite them saying they had issued it.
Was moved to alternate rooms so slowly it ended up being midnight when I was finally provided a replacement room, shortly afterwards was violently sick, likely due to contact with sewage. Missed my client workshop meaning I lost a days income for the following day due to being so sick, wasted travel time and travel costs as a result too (ferry, petrol etc)
Waited c. 20 minutes to check in at 9pm (not even peak). Arrived in hotel room to a very strong sewage smell, after 45 mins it became unbearable, I went to explore where it was coming from, having taken my shoes off I walked towards the bathroom only to feel my sock was wet through. The carpet all around the edge of the bathroom (bedroom side) was sodden wet. Having built my own house, it suddenly occurred to me that the smell was in fact a damaged sewage pipe that had leaked sewage into the bedroom.
Called reception three times, no answer, 4th time rang and rang, eventually someone picks up, tell them the issue, they say we'll be there within 5 minutes. 20 mins later nothing, call again, different person, explain issue again, someone is on the way. 10 mins later someone arrives "oh yes that is a very strong sewage smell, we will move you straight away, let me find a suitable room & I'll be straight back" 20 minutes later, nothing, feeling nauseous. Call reception again, finally after c. 60+ mins of sitting amongst the vile sewage smell I'm taken to a room right near the lift with a constant 'ding' noise and people coming in & out of the lift. At this point I am exhausted, feeling sick and beyond over the lack of speed of resolution, another 20 mins passes & finally I get into an average room, shortly afterwards I start being violently sick, so sick I don't sleep at all and am still very ill the following day so cannot make my client workshop with the loss of a days income.
Hotel manager says I will be refunded for my stay, go to check out & ask for refund, am told the manager knows nothing about it, despite me asking the prior two managers I spoke with to ensure the notes were communicated so I'm not waiting further in reception whilst being very ill. Comms did not happen! Am told I need to wait for another manager (4th manager) and they will be with me in 2 minutes, 15 mins later, on the verge of being sick again I ask where they are, manager is very rude 'I told you she'd be with you soon'. Finally the manager comes and tells me they will refund me.
I go to hand my payment card and she says "no it will be done through your Agoda booking" I didn't book through Agoda, I booked through Booking.com - this did not fill me with confidence in receiving a refund, and the poor service & comms to date did not bode well for likely delivery of the payment, so I asked for an email confirming i'd be issued a refund.
28 days on, 14x emails chasing the refund with the hotel, 4x further phone calls chasing payment with the Leonardo Heathrow, as well as multiple Insta messages to Booking.com, further emails to the MD of the Leonardo chain (Jason Curruthers), zero refund has been received, my bank confirms no payment has been made. I've now wasted around 8-10 hours of my time, lost a days work, wasted travel expenses, was made incredibly sick and they continue to dishonestly claim they have issued a refund.
The irony (and anger) I felt when despite the above, their shocking health & safety, worst service I've ever received, their manager offered me a free stay in a premium room, I'm assuming by premium he meant a room that didn't come with raw sewage included, I'll never find out the answer because there would be no way I'd enter their hotels without a hazmet suit. Jury hotels used to be great, now they're Leonardo it's akin to going from a new Mercedes to a thirty year old, trashed Rover. Avoid at all costs.
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