1 Having foolishly mistakenly booked this Leonardo Southampton rather than the Leonardo Royal down the road, the manager refused to cancel the booking so my parents could stay in the Royal Leonardo with his Grandson and great-Grand-daughter (why? - the Leonardo group would still have received at least the same amount of money)2 the taxi-driver handed reception the footrests for my fathers wheelchair on Friday evening - they were still there, unlabelled on Saturday morning, and my father had not been informed his missing footrests were available 3 We tried phoning my 101 year-old father via reception 7 or 8 times on Saturday morning; at no point was the phone answered by reception; we even tried it again when we were standing at reception on Saturday and they still ignored it4 when we asked about the wheelchair footrests, which we spotted just lying around unlabelled behind the counter, and asked why they didn't answer the phone, they said they were too busy5 the only helpful employee was Lewis on the Friday over the phone, who did try to help get the booking changed, and helped my aged parents
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