Leonardo Hotel Derby — Hotel in Great Britain

the experience at the hotel differs from person to person but mine was mildly substandard.

plus points. ✅ the location was decent; near the city centre and a convenient walk to Debrion mall although carpark was small, there was ample alternative parking space with a reasonable walking distance and amount

negative points. ❌ elaboration of carpark: the carpark was small and parking on first come first serve basis. the walk up from the carpark to the hotel was a little far and it would have been better if there was a direct link to the hotel reception (like stairs or even a lift for luggage) room experience: we stayed here for two nights (family) on the first night: neighbours around our room corridor were noisy. they were partying around 1am - 2am in the morning screaming, drinking and possibly doing illicit stuff. we did not tell the front desk but wished that when they entered the staff could have looked out for signs about the fact that they were going to cause chaos in the room. on the second night, the neighbours were relatively quiet but there was a foul odour (more specifically smoke) coming from the air vents (aircon) we did not smoke in the room and rather suspect the neighbours of smoking. as a family with asthmatic conditions, we felt very uncomfortable in the room despite opening the windows which did not help. one of my family members went down to the reception to ask for a possible change of room or if there was anything they could do to help. the staff seemed uninterested at this request, refusing it and believing it was not of “genuine concern” the night went by fine as i am still alive now and we checked out the next day. lastly, THE ROOMCARD. we had to go down to the reception MANY times as the card was not working and we were unable to open the room door. they checked the card and when it still didn't work just changed it. it happens nearly every time we exit and try to re-enter the room. they shared that many others also faced the same issue but if thats the case why don't they attempt to fix it… the level of security is mid. literally anyone can just walk in or chill at the outside the area of the hotel. the keycard scanner to call the lift at the lift lobby did not work. overall, a mid hotel given its pricing. no expectations of maximum security but given that it is a 4 star hotel with a hotel chain, there should be more done. not to mention the rooms are dated. 50/50 chance on your room experience so good...

If I'm honest this is possibly one of the worst hotels I have stayed in for a really long time. ( I have stayed in more than 1000 hotels in 45 different countries). On arrival we had an issue because the reception team were trying to check my cousin Michael into our rooms. Thankfully our receptionist figured it all out, much to my cousin's relief.

Having booked two rooms, one for myself and partner and one for my 82 year old mother we were told that we couldn't be on the same floor. I wouldn't mine but they literally checked another cousin into a room on the same floor as my mum under an hour apart.

We had to call housekeeping up immediately as it hadn't been cleaned. We missed the fact that they hadn't left any mugs to make coffee with.

If this had been it, I might have left a 3 star review and told them just to sort their housekeeping out.

However, on the Saturday night we arrive back at 11:50pm and were kept waiting for 10 minutes to get into the hotel. We headed up to our rooms only to find a drunk man passed out blocking my mum's door. I took her down to our room whilst we went to get help. We were told there was no security on and the girl behind the desk said she couldn't sort it. Eventually, the night manager came, Martin. We asked him to resolve the situation and to call us in our room when it was OK to take my mum back up to her room. 30 minutes go by, it is now close to 1am and no news. So we headed back down. We were told that he had had more important priorities than letting us know what was going on and to make an 82 year old feel safe in his hotel. I told him that surely the most important priority is making customers feel safe. None of it as their fault and when I told him to stop raising his voice to me he burst into tears. We swapped my mum into our room to make her feel safer and we slept in hers as we were told there was no security. Next time call the police.

Would I stay here again - Never Would I recommend it - Hell no.

Overpriced, filthy hotel that basically caters to drunks on nights out.

And please- before a member of the front desk team thanks me for the learning experience, please actually learn. I am not the first, nor will I be the last, given the shocking customer service experience both myself and so many guests have...

If their staff had some customer service training this would be a cracking hotel.

To start. The is no signage to show height restrictions in their car park. The first staff ember I came across, “just drive in you’ll be fine, hurry up.” I need to point out the was no one behind me at the time.

Check in. Person checking me in needs some serious training, especially when it comes to guest with special needs. Done the check-in. I asked a simple questions. What room number? I WROTE IT DOWN. I’m a little shocked and asked again. I wrote it down. So I put everything down so I could unfold the card to see my room number. How does this person know that I’m not dyslexic? Let alone the inconvenience when all your hands are full.

4th floor. Stunk of weed. Looked like someone had a food fight sauce packets everywhere.

Rooms. Dated, but clean I had a good sleep and bathroom was clean. Bit difficult to use their shower gel.

Restaurant/bar Restaurant was booked out so you could only eat in the bar area. I asked a member of staff what the process was regarding food. “You order at the bar,” I asked how we find out what we can order. “Oh menus are on the table,” I asked what table? “Menus are on the table.” I'm sorry can you please show me what table the menus are on? He looked and realized that no table had menus on. At this point, a hotel guest gave me his and said I got this from reception. I asked if I could grab a cloth to wipe my table because none of the free tables were clean. Either food or drink spilt on them. She tutted me and said we had to do it. I ask if you can. Her eyes rolled back in her head like a fruit machine.

The food. Now this was good. I had chicken skewer, crispy squid and mushroom soup 3starters for £21 all cooked great and tasty.

7 am wake-up call. If I had known at check-in to give you my email address I would have woken up I could have at least put my phone on silent or given a different email.

Check-out. I tried to raise a complaint, only to be told to send an email.

Breakfast. Outstanding. The staff were extremely helpful. The food was great. Cater for every type of diet dietary requirement. This would be a cracking hotel if the was better customer service.

Massive credit to chefs &...