Leonardo Hotel Exeter — Hotel in Exeter

Dear Customer Service Team,

I am writing to express my disappointment with my recent stay at Leonardo Hotel Exeter from the 12th to the 13th of February.

Before making my reservation, I contacted your team to confirm that late check-in and late check-out would be available. The lady I spoke to assured me that she had made a note of my request, which gave me the confidence to proceed with the booking. However, when it was time to check out, I received a call from reception informing me that I had to leave or pay £20 per hour to stay longer.

My partner and I were taken aback by this, especially since I had confirmed the arrangement in advance. The staff claimed there was no record of my request. Additionally, the receptionist appeared unfamiliar with the situation and struggled to handle it. Another colleague stepped in to assist, but the only option offered was to pay for the extended stay, which was not communicated to me when I called.

This experience left me feeling frustrated and disappointed with the level of customer service provided. I hope this matter will be taken seriously to prevent similar situations for future guests.

That being said, I did find the hotel itself pleasant, but this situation and the lack of support from the staff significantly affected my overall experience.

I would appreciate your attention to this matter and look forward to your...

Stayed while on business in Exeter. Lovely room, with a bath as requested. Very comfy bed and pillows. Front desk staff were brilliant in particular Roy who bent over backwards to accommodate special requests etc. Staff were all very friendly and professional. Highly recommend stay here.

Was very happy to see that they have people who have learning disabilities working in the restaurant at breakfast.

One slight issue which is why I’ve given it 3 stars - a colleague joined me for dinner. First of all, nearly everything we tried to order was off the menu/not available - so my colleague ordered the cherry tomato farfalle and added chicken as a £4.00 upgrade - the entire dish cost £19 and was minuscule - definitely not value for money. My colleague is a chef and was shocked at the portion size and basic-ness of the dish; when it arrived we both thought they’d sent out a starter size in error. We complained but apparently this is the size they’re happy to serve- but definitely not value for money or at all satisfying - colleague went back to his hotel and ordered food there. Very disappointing and I felt dreadful having suggested eating there. My veggie burger was slightly better but the burger was dried out as if it had been waiting already cooked for a few hours. Most disappointing.

I would definitely stay here again but be very circumspect about...

What a lovely hotel and situated away from the crowds and busy busling streets.And also close enough to get to all the famous attractions. The staff are really attentive an very friendly excellent service from reception to Bar.Especially "Carly"warmly welcome us and help us during our stay and also "Emma"also served our food (breakfast) which we have ordered With a nice smile and Very special Thanks "Lyma"Very energetic and cheerful person i ever met she helped us to take pictures and she added extra special to Our Anniversary.She made our day.Another thanks to F&B supervisor karan she talk with us very nice and friendly and give us discounts which we are entitled. During our stay we had a small disappointment our first day we came for the breakfast the lady who was incharg of the front desk were not greet us very well and also one gentlemen F&B assistant didnt served what we have ordered evean he didnt understand. And best part was he had his breakfast next us in the restaurant with the lady incharge of the frontdesk. Other than that Everything was in exceptional Level About Rooms:- Interior was next level In Executive Room and the beds are so confortable also decorated room was excellent. Thank you Roshan Costa - Executive Chef NYX...