Leonardo Hotel London Croydon — Hotel in London

I stay with your hotels very regularly. I am genuinely shocked by the service I have just received by one of your staff members. I have arrived at the hotel at 2am, very late with two young children with me. I was expecting a good service as usual having booked with Leonardo constantly. But instead I’m honestly appalled? Especially someone who is a manager? I’m glad I read her name badge so that I can mention it. Rasa was the front office manager who has just served me upon arrival. Firstly she gave me an absolute death stare as soon as I entered, as I’m about to do something wrong? Then she just looked at me in the most condescending way possible and proceeded to do my booking. She was being completely rude and unprofessional, cutting me off when I’m trying to explain my situation about what requirements I need - I.e late checkout. I ALWAYS stay at Leonardo and I request the late checkout, seeing the time I’ve arrived I think it’s very reasonable to do so? I have a number of issues with this though: 1. The late checkout she wanted to charge is £20 an hour, since when? Every other branch charges £15. Secondly, she was stuttering in her words but clearly lying by telling me that she cannot offer complimentary checkout until 12, even though I said I can pay for later than that. She has been genuinely the worst experience I have had with a customer service representative for Leonardo hotels. I am honestly lost for words. I told her I have kids with me and she completely disregarded it. I found her tone to be aggressive and unprofessional. Do NOT book at this hotel whatever you do. You will regret it. You will be made to feel like you’re doing something wrong and you might actually mistake it for a travelodge reception desk despite the fortune you’re forced to pay for a night. I paid £150 for a NIGHT. because I wanted late checkout until 12?? I regularly stay in hotels. Trust me you don’t want to regret by coming here and encountering this...

Only good things about this hotel were that the rooms were a good size and the breakfast was good.

We arrived at the hotel at 11pm and the staff at the desk were friendly but were trying to log into the system for ages which delayed us getting our room despite it already being very late at night.

When we eventually got to go up to our room, we found that we had been given an accessible room which is great that they have this option for those that need it, but neither my partner nor I required this, so everything in the room such as the sink was low (not ideal for my partner who is over 6ft when trying to brush his teeth). A mere inconvenience however which we could get over.

We found that the bed sheet did not cover the full mattress and there was no mattress protector which is concerning as I imagine 100+ people sleep on the bed each year. Also the pillow cases did not tuck around the pillows well so the pillows were exposed at times and we saw a big brown stain on one of them. In addition to this, the pillows were like thick cardboard and we both woke up with neck and upper back pain.

The walls were very thin and so we could smell what the people in the room next door were smoking and we could also hear absolutely EVERYTHING they were doing all night (perhaps celebrating an anniversary…over and over and over again…). We could also hear a lot of their conversations. I had an exam the next morning and this was so far from ideal.

The next morning, a member of staff came up to room at 11.20am to say we were late to check out (my partner was in the room whilst I was out taking my exam). My booking confirmation however showed that we had a 12pm checkout time. At this point, my partner had lost the will to even fight this and show them the confirmation.

Hygiene and a good night’s sleep are the absolute minimum, and we just didn’t get this. In all honestly, I just want a refund and would not recommend...

I booked this hotel for a weekend away for my husband's birthday and I wish I could have given this hotel a much better review, unfortunately I was extremely disappointed, living in oxford my husband and I have stayed at the leonardo hotel in oxford many times and that hotel is incredible but this location was no way near as good as Oxfords branch, didn't even come close, the reception staff here were not very friendly at all, I booked an executive room and it did not even have a double shower ( it does in the oxford branch ), instead we had a tiny low bathtub, the cafe did not have vanilla lattes the entire weekend, the restaurant only had the news on as background noise and I was told that management would not allow background music so it was either the depressing news on my date night with my husband or silence, to make matters worse there was a boxing match in crystal palace and everyone going to see that stayed at the hotel making it unbelievably crowded and noisy which was horrible ( not the hotels fault but maybe a heads up about that weekend being ridiculously busy would have been appreciated so I could have booked another weekend as my husband and I wanted to be able to come down to the bar for a nice drink without all the shouting and crowds ), the only positive thing I can and will say about this hotel is the serving staff were lovely, in particular a man named Santana, he was friendly, really lovely, so helpful and pleasant every time we saw him, he is an asset to this hotel and if it were not for him this review would have been a lot worse, I think the reception team need to have some training on customer service, or better still just ask Santana to show them, thank you Santana for making some of the experience at this hotel branch a nice one but I think we will be sticking to our oxford branch in future, the standard is much better and what you should expect when your paying...