maciejwF4755BQ
Business · jul 2026
“Totally disappointed No any help from hotel management at all”
I am extremely disappointed with the way I was treated at Leonardo Royal Hotel London Tower Bridge. Booking reference: 5398961 I arrived at the hotel on 17 July for a business trip. I had booked a one-night stay in an Executive Room with a View. I paid approximately £220 for the room (the standard rate was around £250, reduced through my membership discount). I am a member of the Leonardo Hotels loyalty programme and have stayed at many of the group’s hotels in the past. My previous experiences have always been very positive, which made my experience at Leonardo Royal Hotel London Tower Bridge all the more disappointing. At 3:00 pm, I collected the key cards for Room 1116. When I entered the room, the curtains were closed. As soon as I opened them, it became immediately clear that the room did not match the accommodation that had been advertised. I chose this room specifically because it was presented as having a floor-to-ceiling panoramic window overlooking Tower Bridge, as shown in the photographs and description. Instead, I was given a room with a small window set into a recess between the building’s structural pillars. The window did not extend across the entire wall, and the view was significantly obstructed by the building’s structure. The room I received was simply not the room I had paid for or had every right to expect. I immediately returned to reception. At approximately 3:05 pm, the receptionist informed me that the hotel had no alternative rooms available and that nothing could be done. I therefore requested that my reservation be cancelled on the grounds that the room did not match the advertised description. I was told that only the hotel manager could make such a decision. After waiting for around ten minutes, I was invited to speak with the hotel manager. During our conversation, I was informed that only two rooms in the hotel have the panoramic windows shown in the promotional material, and that both of those rooms were already occupied. This came as a complete surprise, as the Executive Room with a View listing gives no indication whatsoever that this feature is limited to only a very small number of rooms. I explained to the manager that I considered this to be misleading and unfair to guests. His only response was: “That’s the London standard.” I asked the manager twice whether he could offer any solution to resolve the situation. On both occasions, his answer consisted of a single word: “No.” I again requested that my reservation be cancelled. Once again, I was told that this was not possible and that no one could help me. Deeply disappointed, I returned to my room. At around 3:25 pm, I explained what had happened to my partner while trying to calm down. Unfortunately, it soon became apparent that the problems were only just beginning. While brushing my teeth, I discovered that the bathroom sink was completely blocked and would not drain. Due to an existing back condition, I was forced to use the tap above the bath instead, which was highly inconvenient. However, as soon as I turned on the water, I was sprayed by water leaking from the faulty shower head positioned above the bath. This only added to my growing frustration. My partner immediately reported all of these issues to reception. At approximately 3:50 pm, while waiting for maintenance to arrive, I attempted to place a bottle of water in the fridge. In doing so, I cut my finger on the broken refrigerator door handle, which had partially detached. At that point, I had simply had enough. Not only was the room completely different from what had been advertised, but it also suffered from several maintenance issues that significantly affected its usability. Despite reporting these problems, by 4:10 pm no member of the maintenance team had attended the room. At approximately 4:15 pm, I returned my key cards to reception and informed the receptionist that I was leaving the hotel. I explained that the room did not match its advertised description and that its overall condition made it unsuitable for occupation. I have comprehensive photographic evidence documenting every issue described above. However, the greatest disappointment was not the room itself. What disappointed me most was the hotel’s response. From the moment I reported the problem, no one attempted to offer any meaningful solution. I was not offered an alternative room, any form of compensation, or even the option to cancel my reservation. The hotel manager twice stated that he was unable to help me, and the maintenance issues I reported remained completely unattended for more than an hour. As a long-standing Leonardo Hotels customer, I have never before experienced such an indifferent and dismissive attitude towards a guest. This was supposed to be a short business stay in London. Instead, it ended in considerable disappointment and with me leaving the hotel less than an hour after checking in. I finally arrived home at around 11:30 pm. Only then did this exceptionally disappointing day come to an end. I sincerely hope that my complaint will be treated with the seriousness it deserves and that Leonardo Hotels will take the appropriate steps to address the issues highlighted by this experience.