Complaint - Leonardo Royal Hotel EdinburghI stayed in the above hotel in two sessions and booked two rooms. The first session was from 15-16 April 2024. The second session was from 18-20/4/2024. When I checked in on 15/4/2024, I told the receptionist that I have stayed in the same hotel location before in 2022. The hotel’s name was Jury’s Inn. I told her the construction site at the back gave horrible noise which caused me unrest at that time. She told me the construction was still in progress but would not noisy as before. She promised me she would reserve my rooms facing the front part when I returned in the second session. When I returned on 18/4/2024, another lady receptionist told me that she was unable to give me rooms in the front part. When I told her that was your hotel’s promise, then the awful lady - Kajoi, the Duty Manager cut in at that time. She coldly told me she could not entertain any demands from customers. When I rebutted that it was not my request, it was the promise from your receptionist who represented your hotel!! If your hotel cannot fulfil any promises, why give false hopes to customers? That Kajol then gave a handicapped room to me facing the front side but without my knowledge. When I found the room was for handicapped persons, I was very angry. I’m not a handicapped person, why your hotel gave me such a room? How can you bear such an insult and humiliation !! I went back to the Reception and asked them to change back any standard rooms. That Kajoi just stood there without saying any apology words but with a cold facial expression. What sort of this poor attitude!! She is neither helpful nor hospitality. I swear I will never live in any Leonardo Hotel again. I will also ask my friends to do the same!!
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