Leonardo Royal Hotel Frankfurt — Hotel in Frankfurt

Honest Review – Most Likely Many of the Reviews Are might be exaggerated.

I want to leave an honest review because I feel that most of the reviews on their page are might be exaggerated. Hotel Location – Good location, close to the airport and not far from the city center. Rooms – At check-in, I was offered the option to pay an additional €20 for a room on a higher floor with a city view. Unfortunately, the air conditioning in that room wasn’t working—it only functioned as a fan. Saunas – There are two saunas, but one of them didn’t work. I told the front desk about this on the first day, but nothing was fixed in four days. They didn’t even hang up a “temporarily out of service” sign. The drinking water dispenser was often empty, and there were no towels—you have to go and ask, meaning no one is keeping an eye on it. Breakfast and Restaurants – Breakfast was terrible. The food selection was minimal, and the tables were constantly dirty, even though there were enough staff members. For some reason, they always acted like they were busy with something else. Six months ago I stayed at a Leonardo Hotel in Berlin, and there the breakfast selection was very good. Now, the restaurant staff always look unhappy, as if you owe them something and they hate you for it. They bring alcoholic drinks in glasses that are filled differently every time—order 3 to 5 glasses and you’ll see different amounts in each one, for no clear reason. And somehow, the alcoholic drinks listed on the menu are almost never available. The selection on the menu looks good, but in reality, most of the drinks are out of stock. One of the waiters had his underwear showing from under his pants, and his shirt wasn’t properly tucked in—terrible. Now about the sports bar – same issue with alcohol: the menu lists one thing, but in reality it’s something else. When you order just a Coca-Cola to mix your drink with, they bring you a glass full of ice and just a little bit of actual Coke. When we asked for just a can of Coke, they said they don’t serve it that way—even though the menu says “Coca-Cola,” and usually you can choose with or without ice. We ordered a Mojito for the lady, and again it was filled with more ice than actual drink. It gave me the impression that the bartender might be trying to cut corners by using extra ice — just a personal observation based on my own experience working in bars. Overall, if you choose this hotel, be prepared for a number of unpleasant surprises. Unfortunately, this hotel ruined my view of the Leonardo Hotels chain. Next time, I’ll look for something else. And yes, prices in the restaurant are high—but that wouldn’t be a problem if the service was top-notch, which it...

I will start with the points that left me disappointed

The worst experience I had was at dinner, I ordered two simple main courses for take away in the room. I was then waiting in the breakfast area for my food, and I filled a little bowl with some cereals for taking it up to my room as a dessert. I paid for the dinner and for the breakfast so I thought grabbing some leftovers is no big deal. Suddenly some kitchen worker (I will not name him here) came to me and literally shouted in my face what I am doing here. And what I was thinking, standing there in the breakfast area and taking cereal. I nicely told him that I am waiting for my dinner and that I am a paying guest so I just wanted a snack for my dinner. He then continued to shout at me and made me feel very uncomfortable. I mean you can not treat any guest in this way at all. The restaurant personal in the evening should be trained for customer contact. I felt very threatened by him, after he was gone he came back and demanded why I was still standing there, as I was still waiting for my dinner, which by the way took more than 30 minutes to get done. I mean you can inform your guest that he might go back to his room and can come back when it’s done or phone the room.

I also have nothing good to say about the sauna and spa. The fitness center was big and a lot of equipment there so good gym, the sauna unfortunately was not turned on when I was there. So the steam sauna and the normal sauna where off and the turn on switch didn’t work. Also the atmosphere down there was not really relaxing. Also the hotel does not provide you with a bathrobe nor slippers in the room so you go down fully dressed and have to dress up again. I asked at the reception where I was given slippers which was nice but no bathrobe. Apparently there are bathrobes available for free but at pre-order? That makes no sense at all. How am I supposed to pre order a bathrobe, when I don’t even know that I have to. So spa experience was disappointing.

Now to get good stuff, the rooms are recently renovated and look very nice. Large rooms with accessible Balconies, very nice designed, lots of small details in the rooms, smart tv and so on. So very nice rooms! Also the breakfast was very good, huge selection and special stuff, like pancake machine, honey dispenser and in general a big variety of things. But it was a bit crowded at the time I was there.

I also overheard that when the renovations are finished the price of the rooms will almost triple. That shocked me as the hotel in the current state is more a 3-Star hotel! Also the missing bathrobe, the unusable spa and the terrible attitude by some service workers are not...

J'ai séjourné une dizaine de fois dans l'établissement Leonardo Royal Hotel de Francfort au cours des 3 dernières années en dépit des nombreux défauts de cet hôtel, principalement pour sa situation géographique. Malheureusement, le traitement totalement inacceptable du problème de double réservation généré par la défaillance du système de réservation en ligne du site Leonardo, dénotant un mépris total du client individuel, me conduit à décider de ne plus jamais revenir dans cet établissement.

More details about the October booking issue:

When arriving at the reception desk on October 14th, I was told there was two reservations on my name. Checking my bank account, I saw I had been charged twice for these room reservations on September 8th, one with 168.40€ , the other one with 187.20€. This reminded me what happened when I made the booking on Leonardo website: as a member of Leonardo advantage club, I could get a 10% discount on the room rate resulting in 168.40€ for two nights instead of 187.20€. I validated this option as usual, but got no booking confirmation by e-mail. I checked my Leonardo account: no mention of any room reservation for October 14th to 16th. I thought there had been some problem during the booking process and decided to do it again. The second try was successful (I immediately got the booking confirmation by email), but for some reason, I could not benefit from the 10% discount.... Therefore, was I charged with 187.20€... Having clearly no responsibility in this double booking which resulted from some technical issue in Leonardo's internet booking system, I was expecting to get a full refund of the cost unduly paid for this stay in your hotel. Additionally, if the booking system had worked properly, I would have got the 10% discount and paid no more than 168.40€. For that reason, I was expecting to get a 187.20€ refund. Instead of that, the reservation staff kept 187.40€ as cost for our October stay and proposed to keep the 168.40€ as deposit to be spent before December 31st . As I had already made and paid two rooms for 4 nights from December 23rd to December 27th, I have no other options than spend the deposit amount in Leonardo’s restaurants. Therefore, did I ask the reservation management to add breakfast for 3 persons at prepaid rate i.e. 42.12€ per person for 4 days. But the only answer I got was 20€ per person per day which is totally unfair and unacceptable considering that you have the money since September 8th on Leonardo...