LuisaHE
Solo Travel · November 20252/10
I have stayed at the Leonardo Royal Hotel several times before, and until now my experiences had always been positive. Unfortunately, this stay was unexpectedly disappointing and did not reflect the l...I have stayed at the Leonardo Royal Hotel several times before, and until now my experiences had always been positive. Unfortunately, this stay was unexpectedly disappointing and did not reflect the level of service I believed the hotel offered, especially to returning guests.
When I checked in, I told the receptionist that I would be going to the pool first before heading to my room. She kindly informed me that my luggage would be taken directly to my room. However, she did not inform me—at any point—that my room was located outside the main hotel building, in a completely separate structure that requires going outdoors and climbing several flights of stairs.
Because of this lack of information, I naturally assumed my room was in the same building where I had stayed on previous visits.
After finishing at the spa, with wet hair, I attempted to go up to my floor. Only then did a staff member tell me that the reason my floor did not appear was because my room was not in that building at all, but in an external annex that requires walking outside in the cold. By that time, the spa had already closed, so I could not dry my hair. I have a compromised immune system and can easily get sick from sudden exposure to cold air, so this was particularly worrying—and completely avoidable had I been properly informed.
Additionally, I have a chronic medical condition affecting my back and pelvic area that makes climbing stairs very difficult. My assigned room requires going up what feels like three to four flights of stairs, which is physically painful for me. No one at reception asked whether I could manage stairs or whether I had any health limitations, even though these factors can significantly affect a guest’s safety and comfort.
To be fair, one of the team members kindly offered to help me with my luggage during checkout the next day, but this does not change the fact that accessing the room itself is challenging for me regardless of whether I am carrying bags or not. The annex building and its stairway area also do not match the standard one would expect for a room priced at £296 per night.
What was most disappointing was the response I received when I called reception to express my concerns. The reaction was unhelpful and lacked empathy, and I was told that “this is what you booked,” which is incorrect. The Booking.com listing does not show photos of the external building, nor does it indicate that guests may be housed outside the main hotel or required to climb multiple staircases.
This is my third stay at this hotel, and I am also a spa member. Based on my previous experiences, I genuinely expected clearer communication, greater consideration, and a more supportive approach—especially given my health condition and the fact that I had just come from the pool.
I hope the hotel reviews its communication practices and room allocation procedures so that future guests receive accurate information and are treated with the level of care and hospitality expected from a hotel of this category.Show More
