Derby: Superior Double or Twin Room for Two People with Breakfast and Welcome Drink at 4* Leonardo Hotel Derby

Not willing to help out a regular customer I have stayed at the hotel many times. On a recent occasion my plans changed and I requested to change my booking by a day. The hotel refused to help and told me that I would need to cancel the booking with no refund and then re-book. I won’t be staying there again unfortunately as I’m pretty sure they could have shown some flexibility to help me out.

Unprofessional Manager While the hotel itself is pleasant and well presented, and although check-in was slower than expected (which I appreciate may have been due to a busy period), my experience was unfortunately overshadowed by an unacceptable interaction with the duty manager on the evening of 26 February, named Manish. The underground car park arrangement is also somewhat inconvenient, requiring guests to exit onto the road before re-entering the hotel, but this was a minor issue compared to what followed. I approached a member of staff in the lobby to enquire about the ice cream tubs being sold at reception — simply to ask how much they cost and how payment was taken. Before the staff member could respond, the night manager, Manish, loudly shouted across the lobby, “That’s not free, you can’t have it,” in front of several other guests. I calmly clarified that I was only asking how to pay for it, at which point he again raised his voice, stating that unless I was part of a convention, I could not have it for free — effectively implying that I was attempting to take something without paying. This was both embarrassing and entirely unwarranted. The staff member I had originally addressed had to intervene and explain that I was simply asking about the price and payment method. Only then did the manager say that I could purchase it. However, by this stage, the situation had already caused unnecessary embarrassment in a public setting. Another couple in the lobby also commented that it was inappropriate to speak to guests in that manner. The manager’s response was dismissive, suggesting that I could “speak to his manager Daniel in the morning.” I found this interaction highly unprofessional and disappointing, particularly from someone in a managerial position representing the hotel. Being publicly addressed in such a confrontational and accusatory tone is not acceptable customer service under any circumstances. I would welcome a formal response from the hotel regarding this incident, as it significantly detracted from what should have been an enjoyable stay. A gesture of goodwill would also be appropriate given the embarrassment and discomfort caused.

Great food Excellent food and great service. Rafael was friendly and efficient.

Great service! We had the pleasure of being served by Rafael in the bar - pleasant, friendly, welcoming and efficient.

Amazing service! Our week long stay at the Leonardo was incredible. The staff was caring and accommodating. We were really impressed by the service provided by Raphael in the bar. My husband was ill one night and Raphael went out of his way to not only provide great service to us but also went back to the kitchen to request custom mild staples for my husband. All staff was polite and professional. Thank you!