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.
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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.
Matthew the night time reception guy at Sheffield branch! Made my weekend! Polite friendly and so welcoming he needs a raise!!! More staff like him needed , sometimes people go through hard times and a welcoming smile helps, couldn't help enough! Thanks again Michelle
We stayed at Leonardos Southampton West Quay.
We had a nice room and despite a leak in the bathroom our stay was perfect. The breakfast was great. The staff were helpful and cleaning staff excellent.
I would have left a 5star but they do not take cash and if they did I would have stayed another night and had dinner. How a hotel group can refuse to take the King's shilling is beyond me and they should reverse this policy.
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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.
Exzellenter Service - Ein Highlight im Leonardo Hotel
Wir hatten das Vergnügen, am 27.10. im Leonardo Hotel Airport Salzburg einzuchecken und möchten unsere besondere Wertschätzung für den Mitarbeiter Wasim zum Ausdruck bringen. Obwohl es einige 'Probleme' in unserem Zimmer gab, hat Wasim mit höchster Professionalität und Effizienz reagiert. Sein Engagement für exzellenten Kundenservice und seine Bereitschaft, uns entgegenzukommen, waren außergewöhnlich. Dank Wasim wurde unser Aufenthalt so angenehm wie möglich gestaltet. 1a Service. Ich würde das Hotel allein wegen seiner herausragenden Dienstleistungen wieder besuchen. Ein echtes Beispiel für Kundenorientierung und Professionalität!
In Glasgow city centre. Room is spacious and clean. Location ideal for city centre. Have difficulty with remote control for the TV, can’t seem to change the volume. Had dinner in the hotel , only available in the bar, surrounded by Rangers fans who were extremely loud and thought it was OK to be sectarian. Been to Jurys many times and never experienced this before
Avoid! Rooms are dirty and smelly, kettle, trays, surfaces even the walls and skirting were disgusting. Went to reception to complain and was given another room. New room was a bit cleaner but still very poor standard and very smelly with stale cigarettes. Got refund and left.
Leonardo royal Birmingham broad street -
The hotel was really clean & reception staff were friendly & helpful.
I had paid for an extended check out until 2pm but a blonde Eastern European female (didn’t get the name) banged on the door & rudely shouted that I had to leave even after telling her I have PAID for an extended check out.
We were going back & forward for a while, I told her to go down to check with reception which she refused so I tried to call down but no answer. I told her I was going to make a complaint as the way she speaks to guests was disgusting to which she replied she doesn’t care & will also make a complaint?!
On the way out I was going to let reception know so they could give her some basic training in mannerisms but the que was too big.
Been trying to call reception for the past 3 hours, I made about 200 calls now (not even exaggerating) No answer at all not even once!!! I dont understand why? First time to experience this with a hotel!
I have very bad experience today in Leonardo Hotel Watford. I went there at 10:30 for the collection (allocated time 10:30-11:00) and was asked to wait until 11 which I did. Even few minutes after 11 no one served me and then I asked the staff about my order. Around 11:15 the staff brought a small bag and I was surprised with it and and asked whether this is English Breakfast. She said there’s no hot food and only a few croissants etc. I then spoke to the manager Charlie and he was very unprofessional and has no customer care and told me to take it or leave it. He also said it’s not his problem and asked me to deal with Too Good To Go. I had used their service before when it was Jury’s Inn and never faced a bad experience like this.
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.
