Leonardo Hotel Manchester Piccadilly

I would like to make a formal complaint regarding my stay at your hotel. Firstly, I have been disappointed by the attitude of the staff. On several occasions, staff members have not greeted guests unless we greeted them first. A simple “good morning” or “good evening” is a basic standard of customer service that I would expect from a hotel. Secondly, the cleanliness of our room has been unacceptable. When we arrived, there were hairs in the bathroom that clearly belonged to previous guests. There is also a fake fingernail in the room which has remained there even after housekeeping cleaned the room. In addition, there is a piece of paper on the floor next to my bed that has also been left there after the room was supposedly cleaned. This makes me question whether the room is being cleaned properly at all. The breakfast has also been very disappointing. Most of the food has very little flavour and is of poor quality. Yesterday, there was no orange juice available, which I find surprising considering it is a basic item that most guests expect at breakfast. Furthermore, this morning (Tuesday, 4 August), while we were having breakfast, a homeless woman entered the breakfast area, helped herself to food, ate in the dining room and then took more food away with her. Several members of staff saw this happen but did nothing. I personally saw at least two employees in the breakfast area who noticed her, and she then left through the hotel’s main entrance where there were even more staff members. I have no objection to helping people in need, but I do not understand why paying guests are required to provide their room number every morning in order to enter the breakfast area, while someone who is not a guest was able to enter freely, eat breakfast and leave with food without anyone questioning it. Finally, on the second occasion that I wanted to take a shower, there was no shower gel available in the bathroom, which should have been checked and replaced by housekeeping. We travel frequently and understand that minor issues can happen in any hotel. We are usually very understanding and willing to overlook small inconveniences. However, the number and seriousness of the problems we have experienced during this stay are simply not acceptable, especially for what is advertised as a four-star hotel. The standard of cleanliness, service and overall guest experience has fallen well below what we reasonably expected, and this has been extremely disappointing. Overall, the level of cleanliness, customer service and attention to detail has been far below the standard we expected when booking this hotel. We hope these issues are taken seriously and that appropriate action is taken to improve the experience for current and future guests. We also expect an appropriate response to this complaint and a suitable resolution in light of the numerous issues described above.

2 weeks ago · via Google

An outstanding hotel with exceptional customer service. Every member of the team was friendly, professional, and always willing to help. The room was modern, quiet, and extremely clean, and the bed was one of the most comfortable I've slept in. The facilities were well maintained, and everything exceeded my expectations. I would happily stay here again and recommend it to anyone visiting the area.

a month ago · via Google

This was our second stay at a Leonardo Hotel, and once again we were extremely impressed. After a fantastic experience in Liverpool a few weeks ago, we specifically chose Leonardo for our trip to Manchester, and it certainly didn’t disappoint. At both hotels, the staff have been exceptionally welcoming, friendly, and professional, making us feel valued from the moment we arrived. The rooms have been excellent on both occasions, and the complimentary upgrade we received in Manchester was a wonderful surprise. It made us feel genuinely appreciated as guests, something we haven’t often experienced at other hotels. If we were to mention one small area for improvement, it would be the bar area in Manchester. The seating felt a little limited, and much of the space appeared to be dedicated to the restaurant. However, as the weather was lovely, we were able to sit outside, so it wasn’t a significant issue for us and certainly wouldn’t discourage us from staying again. Overall, we are extremely satisfied with Leonardo Hotels and would highly recommend them to others. We love exploring different cities, and Leonardo will always be one of the first hotel brands we look for when planning our next city break. Thank you to your team for a lovely stay

a month ago · via Google

I am from China, so my English is not very good. I went to ask a tall manager, I believe his name is Will, for help with my order. I politely asked if he could help me, but instead of trying to understand me, he repeatedly said, “No, no, no,” in a very rude and aggressive way. He also gave us a dirty look, which made us feel very uncomfortable and unwelcome. Thankfully, one of the security guards came over and helped us. He was kind, patient, and always smiling. Even though there was a language barrier, he used Google Translate to communicate with us and even offered to call the restaurant on our behalf. He stayed with us for around 20 minutes until the issue was sorted. I hope the hotel improves the attitude of some of its managers because customers deserve to be treated with respect, especially when they are trying their best to communicate in another language. A big thank you to the security guard for his kindness, patience, and professionalism. He turned a very negative experience into a positive one. God bless him.

a month ago · via Google