Leonardo Royal Hotel Venice Mestre — Hotel in Venice

@Leonardo_Hotels #venice Reached Mestre this evening and came to Leonardo Royal Hotel Venice as we had a prior booking. Came to know that due to some technical or human error, our kid aged 7 was not included in the booking. They said we must buy another room if we want to stay. We begged them to consider as this goof up is either some technical error or perhaps human error.We said we can manage in the room allotted and are ready to pay the difference or extra charge for the kid. We also requested that if that's not possible, then pls upgrade us a level. However, the extremely rude shift manager, a female whose name I forgot to note,refused to consider our humble requests.The booking website also requested her to either let us stay in the booked room or refund, but she didn't budge.And her attitude didn't help us feel any better. She kept on saying u booked comfort room, law says only two people can stay in that room, superior or deluxe room is not available where 3 people can stay. After much pleading and being stonewalled, we decided that my husband wil stay in a hostel while my kid and I will stay here at this hotel.When we went to the room allotted i.e. 626,we found there were some other guests staying there already. Then they sent us to room 629 where we found that bathroom's housekeeping wasn't done..towel was strewn on the washbasin.Then again went down to complain and were sent to 9th floor. We found that the bedrooms in all three instances were the superior room and not the comfort room. It means the receptionist & shift manager were lying to us about booking comfort room.The room had a big enough bed for the 3 of us. I checked their website too where the comfort room has a small queen sized bed with one pillow. The superior room had a king sized bed. Considering we travelled all the way from India, that too with a small kid who was by then hungry and we were all very tired, the hotel could have and should have accommodated our request. To err is human, they could charge us extra of course. Shift manager first said we can't refund as u booked through a partner website. When partner website executive i.e. @agoda also tried to help us and requested them to either accommodate us or else refund the booking amount, she again point blank refused. I have travelled all over the world but have never come across such rude, rigid and nonsensical staff. Usually the kind of hotels we stay in have staff that go out of their way to help make our visit a pleasant one while staff here were totally uncompromising despite the fact that we are in a foreign country with a small kid. All they wanted was for us to buy another room at much more price than what we paid through the Agoda website. After this experience, tonight my husband is staying in a hostel while the kid and I are here in the Leonardo Royal Hotel. Very disappointed and disheartened. Ah..icing on the cake is the sound of trains passing by all night long!! Will also write reviews on every possible platform about this so called 4 stars hotel. A nice family vacation has thus...

I am writing to express my deep disappointment regarding the experience my party and I had during our recent stay at the Leonardo Hotel.During our check-in on Aug 2nd at night we were met with an extremely unpleasant encounter with a staff member at the front desk. The individual with a beard consistently displayed a passive-aggressive attitude throughout our interaction. This demeanor made us feel unwelcome and uncomfortable right from the start of our stay.To exacerbate matters, upon entering our rooms, we discovered that two of the rooms were devoid of basic amenities, including soap. I immediately called the front desk to request the missing items and kindly asked for them to be delivered to our rooms. Regrettably, the response we received was far from satisfactory. The individual was the same staff member as earlier, instructed us to come down to the lobby to collect the soap ourselves.Feeling surprised and frustrated by this response, I proceeded to the front desk to address the matter in person. I explained that it was not in line with the expectations of a four-star establishment to ask guests who had just checked in to come down to the lobby to obtain such basic necessities. However, instead of understanding our perspective, the staff member became openly confrontational and argumentative. He told me that it’s not his problem and that he is working here his last month. His refusal to acknowledge the oversight and his unprofessional conduct left a significant impact on our experience at your hotel.I must emphasize that, as a seasoned traveler who has visited countless hotels around the world, I have never encountered such a level of disrespect and rudeness from a staff member, especially at an establishment with a reputation like Leonardo Hotel. It is disheartening to have this negative encounter tarnish an otherwise promising stay.I also consistently hung the "do not disturb" sign on my door almost every day, yet my room was still tidied up, resulting in my belongings being rearranged from their intended positions.When I called the front desk and asked for ice, I was told that I should contact bar, and they never picked up the phone. I had to go downstairs again and ask a bucket of ice personally in the bar. Not ice machines and no room service. And EVEN after that, they refused to give me a whole bucket with ice, as there is only one bucket and they need it. So instead they gave a 3 small cups (200 ml each) with few ice cubes in them. What a freaking joke is this so called 4 star hotel. I understand that every establishment may face challenges, but the way these challenges are handled is what truly sets apart a great hotel. It is my sincere hope that you will take this feedback seriously and make the necessary improvements to ensure that other guests do not have to endure similar experiences in the future.I regret to inform you that, based on this unfortunate incident, I will be avoiding all Leonardo hotels in the future as were as my family members and friends. Absolutely ruined my...

I am writing to express my deep disappointment regarding the experience my party and I had during our recent stay at the Leonardo Hotel.

During our check-in on Aug 2nd at night we were met with an extremely unpleasant encounter with a staff member at the front desk. The individual, who was wearing glasses, consistently displayed a passive-aggressive attitude throughout our interaction. This demeanor made us feel unwelcome and uncomfortable right from the start of our stay.

To exacerbate matters, upon entering our rooms, we discovered that two of the rooms were devoid of basic amenities, including soap. I immediately called the front desk to request the missing items and kindly asked for them to be delivered to our rooms. Regrettably, the response we received was far from satisfactory. The individual was the same staff member as earlier, instructed us to come down to the lobby to collect the soap ourselves.

Feeling surprised and frustrated by this response, I proceeded to the front desk to address the matter in person. I explained that it was not in line with the expectations of a four-star establishment to ask guests who had just checked in to come down to the lobby to obtain such basic necessities. However, instead of understanding our perspective, the staff member became openly confrontational and argumentative. He told me that it’s not his problem and that he is working here his last month. His refusal to acknowledge the oversight and his unprofessional conduct left a significant impact on our experience at your hotel.

I must emphasize that, as a seasoned traveler who has visited countless hotels around the world, I have never encountered such a level of disrespect and rudeness from a staff member, especially at an establishment with a reputation like Leonardo Hotel. It is disheartening to have this negative encounter tarnish an otherwise promising stay.

I also consistently hung the "do not disturb" sign on my door almost every day, yet my room was still tidied up, resulting in my belongings being rearranged from their intended positions.

When I called the front desk and asked for ice, I was told that I should contact bar, and they never picked up the phone. What a freaking joke is this so called 4 star hotel.

I understand that every establishment may face challenges, but the way these challenges are handled is what truly sets apart a great hotel. It is my sincere hope that you will take this feedback seriously and make the necessary improvements to ensure that other guests do not have to endure similar experiences in the future.

I regret to inform you that, based on this unfortunate incident, I will be avoiding all Leonardo hotels in the future as were as my family members and friends. Absolutely ruined my...