Leonardo Hotels operates a comprehensive online platform that offers a selection of over 294 hotels across Europe, the UK, and Israel. Catering to both leisure and business travelers, the company provides a user-friendly booking experience, enabling customers to search for accommodations based on their preferred destinations and dates. In addition to standard hotel bookings, Leonardo Hotels features the AdvantageCLUB loyalty program, allowing members to earn points for free stays and enjoy exclusive discounts. The company emphasizes a price match guarantee and secure online payment options, ensuring transparency and peace of mind for its customers. With a diverse range of hotels, Leonardo Hotels aims to meet the varying needs of travelers seeking memorable experiences in vibrant city locations.
Leonardo Hotels receives a mix of feedback, with a significant portion of reviews highlighting serious concerns. While some customers praise the friendly staff and the quality of certain hotel locations, such as the Leonardo Hotel Gateshead Quays and the Leonardo Royal Düsseldorf, many others report disappointing experiences.
Common complaints include poor service, with guests struggling to reach reception or room service, and issues with room cleanliness and maintenance. Several reviewers express frustration over booking errors and inadequate responses from management regarding reimbursements. Additionally, there are alarming reports of theft and bed bug infestations. Overall, while there are positive experiences, the majority of reviews reflect dissatisfaction with service and room quality, leading to a predominantly negative sentiment.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.2 | 272 | 100% | -0.4 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 1.3 | 6 |
| Sep 24 | 1.2 | 6 |
| Oct 24 | 2.8 | 6 |
| Nov 24 | 2.2 | 5 |
| Dec 24 | 2.4 | 7 |
| Jan 25 | 1.3 | 8 |
| Feb 25 | 1.8 | 5 |
| Mar 25 | 3.0 | 4 |
| Apr 25 | 3.3 | 3 |
| May 25 | 1.9 | 7 |
| Jun 25 | 2.3 | 8 |
| Jul 25 | 2.7 | 3 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 272 most recent reviews.
“We recently visited Leonardo Bristol for a concert”
“Disappointing”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Hotels.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.2 out of 5 (poor) | 100 out of 100 | 2.3 out of 5 (poor) | 1.5 out of 5 (poor) | 1.7 out of 5 (poor) | +27% | 272 |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 3.6 out of 5 (good) | 100 out of 100 | 3.1 out of 5 (fair) | 2.1 out of 5 (poor) | 2.6 out of 5 (poor) | −14% | 918 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 |
Bottom line: Leonardo Hotels is #5 of 5 on overall rating in this group. On booking, Alfa Travel scores higher (4.5 vs 1.5).
272 reviews of Leonardo Hotels. Filter by what matters to you.
We have visited the Nottingham Leonardo hotel 20 times in recent years. Reception staff are very friendly and welcoming, with special mention of Libby and Robin. The food is American style bar food, and special mention for Julie and Jack who gave us excellent service. Our only criticism is the poor heating of the bedrooms We will certainly use Leonardo hotels again in the future
Stayed at this hotel recently. The hotel itself was okay, comfortable & clean but I am writing this review regarding management & the honesty of the some of its staff members. I had a long drive to & from the hotel & because of this I was tired & left an expensive red LED light mask I use daily to help with scarring on my face. I rung the hotel about 6 hours after I left assuming it would have been handed in. How wrong was I! Chloe the manager on at the time couldn't have cared less that such an expensive item had by accident been left in the room nor could she have cared less that the item hadn't been handed in by the staff. I explained the situation & assured her the item was in the room as I had used it just that morning but again she insisted it had not been handed in. I am at a loss that such an item has been stolen & I am really disappointed how this has been handled. Never did I ever expect hotel staff to steal or to not care less. Chloe couldn't wait to get me off the phone & didn't empathise or even offer to take the matter further. I will not be staying at this hotel or the chain again & will be speaking to Egencia & the company I work for to get the hotel chain taken off our recommended hotels.
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I have been staying at the Leonardo Hotel Hinkley Island every week for six months for work. While I had the option to switch hotels I chose to return every week. The rooms were spacious, comfortable and clean. The gym was great and an added bonus when you are working away from home. The restaurant was lovely and the food was always excellent with enough dishes and menu changes that I could rotate and not become bored with the food. However, the real reason I kept going back week after week was the staff at the hotel. Even when they were exceptionally busy they went out of their way to be helpful. Special shout out to Chaz in the restaurant who always made my dining experience a pleasure and whose service was second to none. Thanks to Evie who made sure my hotels bookings were always sorted even when I had to make last minute changes. I would stay here again without hesitation and would recommend this hotel to anyone travelling the dreaded M1 corridor.
Leonardo Hotel in Esslingen, mit freundlichen Mitarbeitern hat schöne große Zimmer, mit neuer Technik ( Fernseher, Tablett) Gut die Kaffeemaschine und der Kühlschrank Prima im Bad, der Vergrößerungsspiegel für Kurzsichtige Nach einer guten Nacht ,ein tolles Frühstück genossen
My Gucci shoes got stolen from my hotel room, and I’m being taken from pillar to post. I’m also being told to wait till I get to South Africa before I have a conclusion, which makes no sense! We pay way too much money for these kind of things. Utterly disappointed in this hotel and it makes me wonder what kind of place it is!
Very poor customer service- our trip was cancelled due to a friend’s deteriorating health, the booking was not able to be transferred to enable us to use it, I will not recommend this hotel chain and shall not use again
Fantastic stay, clean, good amenities and location. No complaints
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.
Leonardo Hotels operates a comprehensive online platform that offers a selection of over 294 hotels across Europe, the UK, and Israel. Catering to both leisure and business travelers, the company provides a user-friendly booking experience, enabling customers to search for accommodations based on their preferred destinations and dates. In addition to standard hotel bookings, Leonardo Hotels features the AdvantageCLUB loyalty program, allowing members to earn points for free stays and enjoy exclusive discounts. The company emphasizes a price match guarantee and secure online payment options, ensuring transparency and peace of mind for its customers. With a diverse range of hotels, Leonardo Hotels aims to meet the varying needs of travelers seeking memorable experiences in vibrant city locations.
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