Leonardo Hotels Arvostelua 

I made an enquiry requesting information of where to find the Breakfast menu and item list - as I have some allergies, and I was looking to possibly book a 5 night stay in Derby.
I was unable to find any menu or list on their website relating to the Breakfast.
After 4 days of waiting, after receiving an automated response saying will be a few hours, I give up and will look to book elswhere.

I had booked a one night stay for myself to have some down time.
I had requested a room with a view when booking and the view was of the block opposite.
Check in was easy and I had booked an extra hour late check out as I had booked in at a nearby spa for the Saturday.
Robes were uncomfortable and had dirty marks on them.
Coffee pod machine didn’t work when I went to use it in the morning.
Wanted to order room service and a drink to the room and was told I wasn’t able to order drinks and would have to go down to the bar myself. I called reception and was told that wasn’t correct. I ended up cancelling the room service as it took over 50 mins and I had to be up early.
Next morning I used the gym and swimming pool which was nice but when I went back up to my room to get ready, I found a bed bug on my bed!
When I went down to reception to let them know I was offered my late checkout fee back and a bottle of water. Plans for the day ruined as all I wanted to do was go home and shower and hot wash my clothes and even after emailing customer services I have received no correspondence.

I had an extremely disappointing experience at the Leonardo Royal Hotel Tower Bridge, 45 Prescot St, London, E1 8GP, England. As someone who travels weekly, this is the first negative review I’ve written in 10 years, which speaks to the level of dissatisfaction I felt.

The management team was unhelpful and dismissive, seemingly more interested in brushing off my concerns than addressing them. Twice during my stay, I was disrupted by staff knocking on my door at 9:30 p.m ish., mistakenly delivering food orders due to what I assume was a failure to properly confirm room numbers.

When I inquired about taking photos within the hotel, I was told I needed to send an email for permission. I had already sent four emails a week prior, only to later learn that no one monitors that email address—a frustrating and unprofessional process.

To add to the disappointment, my room was not clean, and despite raising this issue twice with reception, I was met with dismissive behavior and even felt ridiculed.

Unfortunately, this was my first and will certainly be my last stay at a Leonardo Hotel. Between the lack of professionalism, poor service, and inadequate cleanliness, I cannot recommend this establishment to others.

If I could give it No stars "I would"

I stayed at Leonardo Royal Hotel Southampton Grand Harbour, 25 January for two nights.
On arrival we were informed breakfast would be 06:30 - 11:00 in the restaurant and to phone reception for any assistance.
We stayed in room 401. The room was clean and well equipped, although there were some dirty marks, rust?, on the step out to the balcony and small patches where the enamel had worn away on the bath. There were two dressing gowns and one pair of spa slippers.
We used the pool, sauna, steam room and Jacuzzi. I asked for an additional pair of spa slippers for my husband. The slippers were delivered to our room, whereupon staff insisted I recheck the wardrobe in their presence before issuing them.
The following morning we enjoyed breakfast and headed out to meet friends.
On our return our key cards did not work. I returned to reception where they were replaced. I noted a sign saying the Jacuzzi and sauna were closed for repairs. I remarked to the reception staff that this was disappointing, as my husband, a non-swimmer, could only use the Jacuzzi.
On entering the room it had not been "refreshed"/room service. I phoned reception to query the reason and to request toilet rolls. The phone was not answered. I returned to reception. There was one person on the desk engaged in a conversation with a caller attempting to book a room. After around five minutes the receptionist caught the eye of the concierge and asked him to "find out what they want". I asked for a toilet roll, the concierge returned a few minutes later with a toilet roll, my husband asked for another, which the concierge returned with. I asked the concierge if room service was included. The receptionist held the mouth piece on the phone and said that we should have displayed the "refresh my room" sign. I told her we did not have one, she then continued her call and we returned to our room.
On returning to the room, I phoned reception and explained that although the staff had been polite and welcoming, the lack of slippers, room service and Sauna and Jacuzzi was not the standard we were expecting and that we would be reviewing appropriately, and that I felt it fair to report to the hotel direct first. I was asked if I would like to report this to the duty manager, i said that I was satisfied the message would be communicated to the duty Manager.
On our final morning we headed down to breakfast at 10:15. The breakfast had ended and we were told by staff that on weekdays breakfast service ended at 10:00.
I went to reception and explained we were not told this on arrival the reception staff told us the breakfast was until 11:00 weekends and ended at 10:00 on weekdays. I explained our experience the varied issues we had experienced and that this had not been explained to us on arrival. The staff confirmed my name and room number and told us that they would fetch the guest experience manager. The staff left the desk returning in 2-3 mins and told me to wait, the manager was on their way. I explained I would not wait, I would be in my room packing my bag.
We packed and left the hotel.
I complained to staff during our stay and on two occasions managers had opportunities to discuss our issues with us and offer appropriate compensation.
I was handed toilet rolls in the reception area. I was told "management had made the difficult decision" to close the Jacuzzi and Sauna (more difficult for customers no??). I was told I should have displayed the "refresh my room" sign (totes my fault of course). I was interrogated about spa slippers! Finally I was told breakfast times, with a smile.
Far short of expectations given The Jurys inn experiences and reputation I am familiar with. Tried to contact direct, but due to the limited text box, had to review. I tried on multiple occasions to report these issues direct.
DISAPPOINTING EXPERIENCE AVOID
This review is my experience of the SOUTHAMPTON ROYAL ONLY.

I am so dissapointed at this hotel I don't even know where to start. My beats headphones were stolen from this hotel. This was just given to me as a Christmas gift and they are pretty expensive. I tried to work with them for over 2 weeks and sent them proof my headsets were in the hotel when I returned back to the States. Apple technology allows you to track your devices and even though I sent evidence they didn't care to investigate enough what happened. Only 2 people supposedly entered our room while we were there, maintenance to repair bath tub and housekeeping. The housekeeping manager took weeks to finally respond only to say there were not found. She didn't even take the time to obtain enough information. Beats headphones were stolen in the case with charging cable as they come from the store brand new.

Completely incompetent, avoid like the plague.
Numerous hotel room key continuously failed to open the hotel door. No action was taken, even when hotel security came and tried to open the door with the latest key given to me.
I left a belt behind. The hotel helpfully called to let me know but after 3 weeks and 5 staff members following their procedure, they have lost it, denied losing it, agreed they lost it, offered a refund and failed to do that.
On top of that, the place is pretty run down and rubbish. Just avoid it.

Tried to book a stay at the Leonardo Royal Southampton using their 20% discount for new loyalty members. The website quoted me £245.60 for my reservation (instead of £307) for agreeing to sign up to their loyalty program. But when the payment was processed, it charged me £308 (FX differences?) and signed me up to the loyalty program.

To make matters worse, neither the hotel front desk or the reservations team can do anything to correct this. They can only ask me to email written details of the issue to the "email reservations team", who can then investigate and respond. And there is no way to speak to the email team.

To make matters even worse, the UK reservations number is an 0870 premium number - so they charge you for trying to get their mistake corrected.

And as if that is not bad enough, the booking is for the next business day, and the "email reservations team" investigating this will take 24 hours to respond.

The central reservations call centre and hotel reception were embarassed but could not do anything. Shitty systems, shitty processes, shitty company ethos.

This is just sooooo disappointing. Leonardo Hotels have fallen down and failed miserably at the very first hurdle. I've travelled regularly for business for almost 30 years and never come across a hotel this awful. AVOID AVOID AVOID.

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!

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!

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.

Leonardo Hotel & Conference Centre Hinckley Island

Paid three nights in advance including the extra payment for breakfast.

Bitterly disappointed. Customer service is appalling.

While making a complaint to the duty manager (Adam) he did not ask what my room number was. When I challenged him on that, he told me "I know who you are; you are from room 205." That was not our room number!!!

At that point I just had to walk away. He followed us from reception past the restaurant/bar and beyond the conference rooms (circa 200 meters). It was intimidating and creepy.

I did not want to go up to our room whilst he was following.

My partner stopped to talk to him. Apparently he offered a discount. We did not want a discount. We wanted to share our concerns about the food, service and bad quality of sleep SO THEY COULD CORRECT THINGS MOVING FORWARDS.

The room was dirty. It was "cleaned" once during our three night stay despite putting out the "clean me" notice. On the last day the room maid was at the end of her shift (late afternoon) when she came to clean the room. My partner was in the bathroom - so I declined her offer to clean the room.

Mould on curtains, dust, hair and debris on feature wall around the headboard, dirty light fittings and dirty recesses. The mattress was too hard to get comfortable and resulted in three bad nights sleep. It was either too hot or too cold in the room.

Strong smell of drugs in the corridor. No sound proofing of rooms - walls are paper thin. You hear people using their bathrooms, having conversations, sneezing, everything...........

Breakfast was under par, not replenished to keep pace and chaotic. Leather bacon, dried out and hard potatoes, overcooked eggs swimming in oil. Asked for poached eggs, was told not available at weekends. No cereals, smoothies, sliced fruit, cheese, ham or pastries left. Saw child put items from the fruit salad in their mouth, then take it out and put it back into the bowl.

Queue for coffee machine was at least 10 minutes. Coffee machine did not stop at a full cup so spills everywhere. No table service.

This hotel does not offer help with luggage. Its star rating certainly should not be 4*.

If you want decent steak supper, head over to the Miller and Carter restaurant on the other side of the Island or to Barnicles Restaurant across the road; both are better value and have fantastic atmosphere. The Marco Pierre White restaurant at the Leonardos doubles up as the breakfast area, so has no charm about it.

My final memory of this stay, is having reception ring our room late that night to ask if we were the couple that made the complaint to the duty manager that evening. I gave the phone to my partner so he could deal with the call as it totally freaked me out.

We checked out the next morning. Appalled and intimidated by the entire experience. Reading the reviews - it is clear management do not care about a customers experience/value and all responses are along the lines of "thank you for drawing this to our attention .....and hope to see you soon".

Stayed at leonardo royal hotel in Birmingham in April 2023 and the room was dirty, the walls were paper thin and you could hear everything going on in the corridor and adjoining rooms. Wouldn’t stay here again, especially considering the amount this hotel charges

Es geht alles schief in diesem Hotel bei unsere Meeting in Frankfurt!!!!
Nicht mal ein Stern verdient.

So abgehoben sind dieMitarbeiter und haben keine Ahnung von Diensleistung.