Leonardo Royal Southampton Grand Harbour

Disappointing experience Booked here for a pre cruise night, a birthday & Anniversary special occasion and booked a junior Suite( not inexpensive as you would imagine) started well check in ok and initial room opinion very nice , had nice meal in the Marco Pierre white restaurant and that was very nice , nice touches with acknowledgement of the special occasion, however then went down hill customer service wise , we had an extremely loud air con unit. Started by contacting reception asking for it to be turned off , receptionist said would get sorted , an hour or so later no change,so again contacted same receptionist, she said would escalate to duty manager ,ok, and contact me back in 10mins,40 mins later no change or message back, so again contacted same receptionist, again told with duty manager by this time my patience was wearing thin,promised a call back in 5mins, yep you guessed it no call , So I finally called again this time not so pleasant and was told by same receptionist oh we are busy ! Ok I asked to be out through to duty manager , said would get him to call me , of course that didn’t happen , so final call before I marched myself down there and met with another gentleman on reception, who had just started shift , explained my predicament and he advised they had no duty manager on that evening ! To be fair to him he took ownership and finally approx 2/3 hours from initial request the air con was turned off centrally ( it couldn’t be done in room as controlled by them) by this time cold , tired and a bit stressed out ruining a nice start to our holiday As regular cruise couple & thought spending a bit more to add to the occasion fair to say wouldn’t be looking to rich back there in a hurry, Poor from a customer service perspective and certainly considering what we paid for the little extra luxury or so we thought, check it out before staying

Lovely Hotel….Stay out the Spa The hotel was very nice, Reception staff were helpful and polite, First impressions were very good, Our room was clean and the bed was very comfortable, Breakfast was plentiful and hot and again the staff were helpful and always smiling, We ate In Marco Pierre Whites restaurant and it was impressive, The food was to die for and filling, Overall our experience is one of pluses and would highly recommend……BUT….. We decided to use the spa which is one of the reason we chose this hotel, We were very disappointed with the whole spa, It was very dated and dirty, it needs a complete make over, The steps down to the pool were covered In hair and filthy, The family changing room was actually just a disable toilet with a chair and 2 lockers and again didn’t look like it had been cleaned for some time, We moved into his and hers changing rooms which again needed some serious attention, My Girlfriend returned to the changing rooms and stood on glass which she handed to the staff, I have to stay that staying here was great but do not attend the spa, it might well ruin your whole experience, Would we stay again ? Yes as it’s well appointed for the town and within easy reach of the amenities, Mark

Disappointing Wedding anniversary My husband and I booked to stay at the Leonardo Grand harbour hotel for our wedding anniversary. I had spoken to a member of staff a few weeks before staying asking if it was possible to send decorations to surprise my husband. After confirming it was possible to do so, I sent the decorations along with a card for my husband to be left in the room. All this was written in the parcel along with the decorations which was sent via Evri parcel service. Unfortunately upon our arrival none of the decorations were placed just a few petals from the parcel sent and most importantly the anniversary card was also not left in the room as requested. It was a very special occasion and left disappointed.... We stayed in room 202 from Friday 18th until Sunday 20th April. I appreciate it was the Easter Bank Holiday weekend so if members of staff was unable to fulfill this request because it was busy it would have been understandable, but at least leave my parcel in the room so I could either do the decorations myself and at least give my husband the card (which was most important) I have proof of delivery and very with the lacklustre effort.

5 star over night stay Top quality hotel, the hotel is spotless and so fresh looks like everything is brand new We ate at MPW restaurant a little expensive but nice treat The hotel room was spacious well equipped with what you require for over night stay Must say the staff were the most friendliest we’ve come across for a long time nothing was a problem My only criticism is the bar at the hotel is very over priced …. But saying that if they are getting away with charging high prices can’t claim them Will definitely be back to stay as soon as next cruise is booked

Our stay exceeded our expectations We stayed here the night before our cruise, it was a late booking and we had just been looking for a budget stay, however the Southampton Marathon was running, all the budget hotels had doubled their price, making our quote with the L.R.H.S.G.H attractive. From check in to check out, everything was perfect, the staff very helpful and friendly, breakfast gave a good selection, very relaxed. We used the pool / sauna also We have no complaints and would certainly recommend / stay again.