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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!!!
Doesn’t seem to understand the business she is in, nor can she interact with people.
Firstly, I chose this hotel because location was close by the the office and my previous experience was great. We both checked in at the same time and the lady who checked us in was so warming and respectful, how it should be. After checking in, we then went back to work for a catch up before returning. We both said let’s get room service and catch up on the morning. Haven spoken shortly after, so upset and more importantly…hungry after a long day! both got back and ordered room service as it turns out. That chap who turned up to my room confirmed the order and then asked for £37, I asked if he had deducted my £25 dinner allowance confirmed in the booking, to which his said room room
Service is not included. He refused to deduct the allowance and said you pay this now, abrupt, rude and disrespectful. I said take the £25 and I will pay the remainder when I leave on Friday morning. By the way I was so hungry I set off at 5AM and between the 2 rooms for 2 days it cost approx£1300. I was told to go speak to reception, which is did, the attitude from the off, the lady was called Nina, the night manager, there was a gentleman call Adam who just seemed to be agreeing with what ever she said. Your company have paid for a meal in the restaurant, to which I replied to they have it’s a dinner allowance, so essentially an allowance for food. My last stay here I ordered a burger and a beer to my room and they knocked it off my allowance, by the way as every other hotel I have stayed a has and never a problem. This women Nina should not be interacting with the public and she needs to understand her job as she is setting the worst example.
I appreciate I booked and paid in full with no cancellation policy (my error). Due to a sudden unexpected medical issue I am unable to travel to the hotel. I offered to provide medical proof but the staff was not interested. I asked for a credit note so I could visit when mobile. I was asked what date and I explained I did not know when I would be fit. I was informed there would be an additional charge and when I could not give a date the staff member was uninterested. I am disappointed by the lack of customer service. I was looking forward to my stay here but I will never book again due to lack of compassion or concern for customers.
We stayed at leonardo hotels for a week. Overall this hotel is lovely. Location was great, expected facilities were good, wonderful food and what made it great was the staff, especially Kiki, Georgina, George and both Christo’s :). Probably need more entertainment during the day and a decent hairdryer, but overall a lovely place
thoroughly enjoyed their stay and could not speak too highly of the staff or room
My wife and daughter stayed at the Leonardo Hotel in Exeter as part of their joint birthday treat. I asked for a bottle of bubbly to be in their room on their arrival. Steffanie on reception asked what the occasion was and asked if I would like them to decorate the room for their arrival. The banners, goodies and decorations were fantastic. They thoroughly enjoyed their stay and could not speak too highly of the staff or room. Will definitely stay there again
I Have now been waiting 4 weeks after submitting an initial complaint, and 2 weeks after a trip advisor agent assured me "I would be contacted" and have still had no response.
My reasoning for 1 star is purely down to the poor service I have recieved, having been patient that Leonardo would resolve this.
The room on first impressions was of good quality and spacious, but unfortunately the same positive feedback cannot be given for the noise.
All hours of the night both me and my wife were kept up by banging shouting and the lift doors, once this had all eased off we were then awoken by clattering room attendants.
The doors appear to be wafer thin and unfortunately in my case, did not offer any sound proofing, creating an awful nights sleep.
I would not be inclined to return due to the poor room we were given, and the non response from the company regarding this.
Hopefully I can get a response here as I was hoping to find a positive solution before positing my review.
If you are staying here, be sure your room is nowhere near the main entry corridors.
Almost impossible to get room service. Called every 15 minutes for four hours and it rang out. I was working and didn’t have time to visit the bar while they were serving food (no restaurant). Sits in the midst of dual carriage ways meaning very little sleep and every soft drink I asked for when I eventually got to the bar they didn’t have.
Leonardo hotel Esslingen Stuttgart
Efter 12 timers køretur fik vi besked på, at hotellet var overbooket og de beklagede de ikke havde givet besked. Mor, Far og datter havde bestilt et værelse med 3 senge og fik besked på at tage til et andet hotel. Her fik vi 3 enkeltværelser og ikke på samme etage.
Vi kørte retur til Leonardo, da det måtte være en fejl, men nej vi skulle da være glade for at få enkeltværelser, men det var vi ikke. Der var ikke noget at gøre og pengene var naturligvis trukket og dem kunne vi ikke få tilbage.
Intet godt at sige om servicen på dette hotel.
Der var i øvrigt en familie mere der fik samme besked.
Så pas på når i bestiller på dette hotel. De tager betalingen og sender jer til et hotel med dårligere standard.
Jeg endte med en madras på gulvet ved siden af min hustru, så blev det alligevel et dobbeltværelse i et par dage.
Last year I had booked in Leonardo Nottingham for a few days for our holiday.
On the first day of check in I was exploring the area and coming back in for rest and then out for dinner nearby etc. On my way back into the room the keys would not work and this happened almost every time I returned. So I had to take the lift back to reception to get them recoded, however, this guy on reception ‘Asim’ said to me ‘ you are going all over the place! How about you calm down and go to your room’ the audacity to speak to a customer in that way? Mate It’s my holiday, I paid for my room and it’s not my problem if you feel I’m going ‘all over the place’ I can do whatever I wish on my holiday in order to access my room.
I wasn’t going to let this go so I complained to another lady on reception, who incidentally told me that it wasn’t the first time this guy had been rude to a customer but keeps getting away with it.
The next day a ‘manager’ caught me on my way out - large lady. Now she wanted to resolve the issue and apologised to me and said the guy is due for his review etc.
It all felt very ‘lip service’ and the only thing she did was removed my review from trustpilot as I mentioned to her that I had given them a review of the service I received.
Just like another reviewer said, I had written the names of the reception staff and manager in my original review and just like hers, mine was also removed.
So yeah this company has no accountability and is only worried about public image.
Also rooms were very old and basic. Desperately needs an upgrade.
Stayed at the Leonardo Hotel near Tower Bridge London. Lovely hotel with basement spa. Great concierge late at night will get you wherever you want to go. Very comfortable bed and room with views (13th floor). Half decent buffet breakfast. Glass lift is a nice addition to the building.
Boeking gedaan voor NYX hotel ibiza in januari. Komen we vorige week in hotel en is er zogezegd maar geboekt voor 1 persoon terwijl boeking 1 kamer/2 personen aangeeft. Moeten we een betaling doen voor het eten voor de 2e persoon. Doen we maar vragen of we dit kunnen recupereren van zodra we de klantendienst gesproken hebben.Dat was geen probleem. We hebben maar liefst 3 mails gestuurd, want een telefoonnummer vindt je niet, en niks van antwoord. Vind dit echt niet kunnen. Wees dus alert als je via leonardo rechtstreeks wilt boeken want aftersale laat u in de steek. Voor ons nooit meer!!!
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