Leonardo Hotel Hinckley IslandCouple 3 night stayFriday 29/11/24 - check inCalled at the Triumph bar at 16.30 there was customer leaving with a pint, as I walked to the bar the barman said 'sorry we don't open until 17.00 but continued to serve people.We went to the bar opposite the Triumph bar and waited in a queue of people for over 30 mins to be served, the bar people were faffing taking turns wandering between the two bars.There were a lot of impatient customersNo welcome pack / info in the room, no mineral water or biscuits at the tea and coffee station. Saturday 30/11/24The shower gel ran out Saturday morning , I left a note for housekeeping.Breakfast was disappointing, no black pudding , no hash browns, hard fried eggs - We didn't realise you could order poached eggs etc as there was no menu / info on the tables until the third morning .We returned around 16.30 - bed made , towels changed, coffee cups still dirty and shower gel still empty.We appreciate the Hotel was busy and oversights do happen.Sunday 01/12/24We had a poor nights sleep Saturday night as there was a phone vibrating intermittently all night next door by the headboard.My partner reported this to reception on the way to breakfast on Sunday as she was worried because the phone was not answered.We returned at around 16.00 and asked what time the MPW grill was open to be told it doesn't open on Sundays but the Triumph Restaurant was open.this was disappointing as there was no mention of this anywhere pre or post booking. The room had not been serviced , bed not made, towels still in bath , still no shower gel , low on toilet roll The house keeping lady knocked on the door - asked if we wanted the room doing we declined and she gave us towels a few little tubes of shower gel and a toilet roll, she did offer to make the bed, empty the bins, and fetch more toilet rolls if we wanted.I would suggest the priority should be occupied and check in rooms first.We went to the Triumph Restaurant at about 19.30 - there was a strong cannabis smell half way down the bedroom corridor.At the entrance to the Triumph Restaurant there is a lectern and a sign that says 'Please Wait to be Seated' - We were shown to our table and a few minutes later were asked if we wanted to order drinks, when the drinks came we were asked if we were ready to order food and ordered.A few minutes later we were asked to pay - apparently the policy had changed and there is no longer table service, you now have to order at the bar and pay when you order, we refused and asked to see a manager, a supervisor came out and suggested we put our card in a lockbox behind the bar and gave us a fob to get our card back my partner agreed to avoid a scene.He offered a 10% reduction and complimentary drinks.I don't recall ever being treated so badly anywhere else, embarrassingly childish.This was the final straw.After eating we spoke to reception to express our disappointment with the whole stay , The receptionist got the duty manager to speak to us which was interesting. He treated my partner differently when I returned from the toilet.He apologised and asked what he could do to make things right. Reception then rang our room at 22.33 to check they had the correct room number for their report.The room was either too hot or too cold - I found the thermostat control on the last night on the radiator hidden by the curtain - the one by the bed on the skirting board is for the towel rail in the bathroom I think. The room was not very clean with mouldy net curtains , dead moth in light and dust all over the fabric walls by the bed.Monday 02/12/24So pleased to be leaving .I appreciate that the hotel was busy due to holiday season but there seems to be a total lack of management - the staff need motivating and managing.Maybe there are not enough staff to cope with a full Hotel, Conferences and Xmas parties ?I have stayed in a lot of Premier Inns due to work and expected better of Leonardo's , Unfortunately Premier Inns have better beds, better breakfast and better service and they don't host Xmas parties. I lived locally for over 30 years and the Hinckley Island Hotel had a reputation which unfortunately is no longer warrantied.All in all a very disappointing stay - i would advise personal travellers to avoid.
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