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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!!!
Ich würde nie wieder buchen. Gebucht am 19.01.24 für den 17.09.24.. Hatte das Hotel im kostenlosen Zeitraum storniert, ich warte bis heute auf mein Geld. Der Kontakt zum Hotel zog sich über Monate, gebracht hat dies nichts. Immer wieder wurde mir versprochen, dass mein Geld bald zurück kommt, leider ist dieser Fall nie eingetroffen. Mittlerweile wird mir nicht mehr geantwortet. Eigentlich wollte ich das so klären, leider muss ich mir scheinbar rechtlichen Beistand holen.
Jeg boede d. 20-22 december 2024 på Leonardo Royal Hotel London City -Tower of London. Ved indtjekning skulle jeg betale 50 pund ift. sikring af, at hvis jeg ødelagde noget kunne de trække penge (fair nok). Ved udtjekning fik jeg besked om, at alt var i orden og de 50 pund blev refunderet. Det er de dog ikke blevet, og jeg har 3 gange haft kontakt til hotellet som beklager, at de ikke havde frigivet beløbet. De havde altså hævet 50 pund og glemt at frigive det. Jeg er nu tvunget til at gøre indsigelse via min bank da de fralægger sig alt ansvar nu. Jeg vil ALDRIG sætte min ben der igen!
Preis-Leistung stimmt nicht, Gästeorientierung stark verbesserungswürdig
Da meine Flugzeiten ungünstig waren, hatte ich als Advantage-Mitglied einige Tage im Vorfeld für den Tag vor dem Hinflug und den Tag nach dem Rückflug je eine Übernachtung im Leonardo Hannover Airport gebucht. Für den ersten Aufenthalt hatte ich ein Frühstück mitgebucht, welches ich aufgrund des frühen Abfluges nicht nutzen hätte können. Auf meine schriftliche Nachfrage (noch am gleichen Tag der Buchung), ob man das Frühstück dann auf meinen Rückreisetermin umbuchen könne und ob ich den Shuttle vorreservieren müsse, bekam ich keine Antwort. Einen Tag vor Abflug stellte ich meine Anfrage dann nochmals per Chat und hier wurde mir umgehend statt des Frühstücks ein Lunchpaket angeboten (auf die Umbuchung auf den Tag meiner Rückkehr wurde nicht eingegangen), aber meine Frage zum Shuttle wurde wieder ignoriert. Ich habe nicht viel erwartet, aber das Lunchpaket bestand aus 2 sehr durchgeweichte, labbrige Sandwiches, die ich kaum essen konnte. Für den Preis von 9 Euro (für mich 14 Euro weil ich die Differenz zum Frühstückspreis nicht erstattet bekommen habe) hätte ich besser eine Kleinigkeit am Flughafen besorgen können. Das fand ich sehr schade aber am meisten irritiert hat mich die Unflexibilität bzgl. meines Wunsches lediglich das Frühstück auf das Datum meiner Rückkehr umzubuchen. Darüber hinaus fehlt mir die Serviceorientierung im Hinblick auf die Beantwortung von Gästeanfragen. Das Zimmer war schön, roch aber etwas streng und ich hatte einen unruhigen Schlaf, da es recht hellhörig war. Die Kleine Kaffee- und Teestation im Zimmer fand ich super, ebenso wie das Tablet mit allerhand Infos zum Aufenthalt. Im Badezimmer war der Wasserhahn undicht, sodass meine Kosmetikartikel am nächsten Tag eingeweicht waren. Am nächsten Tag informierte ich den Mitarbeiter der Rezeption über das Leck und er wollte sich darum kümmern, dass dies behoben wird. Es war eine sehr freundliche Unterhaltung aber er entschuldigte sich nicht für die Unannehmlichkeit.
Wer kaum Ansprüche hat, kann dieses Hotel buchen, wobei für mich die Preisleistung einfach nicht stimmt.
Aufgrund kurzfristiger Änderungen meines Rückfluges kam ich in Düsseldorf an und mein Zimmer im Leonardo blieb unbenutzt. Ich buchte das Maritim Hotel Düsseldorf, welches übrigens nur geringfügig mehr kostete als das Leonardo. Top Service, kostenloses Upgrade, perfektes Zimmer, sehr ruhig - Maritim würde
ich jedes Mal wieder der Leonardokette vorziehen.
Im gleichen Jahr war ich auch im Leonardo Karlsruhe zu Gast, hier war so weit alles ok aber das Personal an der Rezeption verhielt sich sehr unsympathisch beim Check-In. Ich reise oft geschäftlich, werde in den Leonardo-Hotels aber kein Stammgast werden. Leonardo nur noch, bei sehr reduziertem Preis oder wenn sich die Serviceorientierung wieder verbessert. Hier habe ich selbst in offiziell deutlich niedrigeren Hotelkategorien und älteren Häusern besseren Service erlebt.
I am writing to share a disappointing experience I recently had at a hotel that I believe highlights a significant lack of customer service and professionalism.
During my stay, I encountered the following issues:
- At check-in, the staff ignored me as they continued personal conversations, delaying my acknowledgment.
- The room service menu was misleading, as the food served did not match the descriptions provided.
- When I requested water during the night to take my medication, I was informed I would need to pay for it, including a room service charge.
- The morning of checkout, I had to call an ambulance due to a medical emergency. Despite informing the reception, the room phone rang incessantly while the paramedics were conducting an ECG. The staff insisted on discussing late checkout, even after I explained the situation.
- Post-checkout, I attempted to address these concerns with the manager, who dismissed my complaints and denied receiving prior emails, even when I presented evidence.
These incidents suggest a systemic issue with the hotel's customer service and staff training. Such behavior is not only unprofessional but also inconsiderate, particularly during a medical emergency.
I would strongly recommend avoiding this hotel and considering other options in the area that prioritize customer care and uphold basic hospitality standards.
Thank you for taking the time to read this. I felt it was important to bring attention to this matter, as it reflects poorly on the industry as a whole.
Das Leonardo Wolfsburg hat eine sehr zentrale Lage, alles ist fußläufig erreichbar. Das Hotel selber ist attraktiv und großzügig gestaltet, rund um Lobby und Bar gibt es viele Sitzmöglichkeit, gemütliche Nischen und auch viele Terrassen. Das Personal ist sehr freundlich, die Zimmer sehr sauber und großzügig. Die Betten sind hervorragend. Auch das Frühstück bietet alle Möglichkeiten, im Speisesaal hat man ebenfalls verschiedene Möglichkeiten, sich einen Platz auszusuchen. Kaffee und Glühwein (im Winter) standen durchgehend zur Verfügung. Der Veranstaltungssaal war riesig und von exzellenter Ausstattung und mit angenehmen Ambiente. Eine gelungene Tagungswoche mitten in Wolfsburg!
A bit pricey but had a nice stay. Tower Hill London
Stayed for 3 nights at the London Tower Bridge and had a good experience. Hotel was within walking distance of Tower Hill Tube station, close to Tower Bridge and the Tower of London. Lobby was well presented and check in was nice and easy. The room was modern and clean, comfy bed and decent facilities. The view wasn’t the best but it was ok. The only complaint was that the AC was weak or didn’t work. We could also hear conversations from another room through the AC vent so bear that in mind. We didn’t use the restaurant and opted to use the Wetherspoons next door instead which I highly recommend.
where do I begin? We booked this hotel because it was one of the very few in the location we wanted that offered early check in. 10 am! PERFECT. After an overnight flight me and my girlfriends were excited to get rested before our 1 am reservation for lunch. We get there and the experience was anything but relaxing. The front desk staff were very rude, told us the room still would not be ready until 3 and only after 4 requests, were we finally let into a room at 11. The beds were comfy but not king as advertised. We ordered the Galentines package and never received the strawberries or the candle as advertised. They did comp our breakfast which was nice but we did not plan on eating breakfast there in the first place. The upper level was constantly nosey from the outside trash bin and the fire alarm went off nearly every day. We were never brought clean towels and ended up having to buy our own toilet paper. The Photo Booth in the lobby was a nice touch but ran out of paper on day one and despite many requests, was never refilled. There was a small charge on my card after that the staff could not tell me what it was from even after asking for a receipt.
The only thing saving this hotel from a 1 star is fabulous service we received from Mat and Dion! They were absolutely fantastic and we looked for to seeing them for our night cap every night upon returning.
The hotel itself is clean and looks like the picture but for $607 USD a night, I honestly expect and deserve more. Please look elsewhere when considering booking this hotel.
Bitten by bed bugs! Complaint made but not taken seriously!
Location and food was good, staff unaware of opening times in shopping centre even though they’re part of it!
On the whole disappointed
Aberdeen city centre
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.
I’ve used 3 times this webpage to book my hotels and the last time I didn’t have a good experience. I booked my last hotel during the black Friday offers and the price that appeared for members when searching the hotels and the price that I was charged were different (almost 100€ different). I repeated the search a couple of times and the other person travelling with me did it too but the result was the same, when loggin ing in our member site the price with the “discount “ would increase.
We tried different days before booking it but the same thing happened so I decided to contact the customer service and provide with screenshots to ask why the final price was higher and they didn’t offer a understanding argument. First they said the discount only applied when searching in the uk website, then they said that because the day i searched and the day I booked was different (to which I provided screenshots with the different prices the same day I booked) and after argumenting and proving the screenshots they ended up saying that they couldn’t verified that the filters for the search were the same as the ones I used for the final booking.
I am quite disappointed with how they used one excuse after another but they couldn’t give me a proper explanation of why the prices would be different. I would definitely reconsider using this website in the future.
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