Leonardo London Heathrow Airport

I am writing to formally express my dissatisfaction regarding the service and staff attitude I encountered during my recent stay at your hotel. Earlier today, when I requested to store my luggage, I was informed that luggage can only be kept until 4:00 PM at the latest. The staff member further stated, in a very disrespectful tone, that “you are not the only guest” and refused my request even though your reception operates 24 hours. I also suggested retrieving my luggages myself from the storage room later, but I was told it was not possible. I with my two kids and returned back to hotel need take an hours. REALLY hard time for me to hurry up back. However, when I returned to collect my luggage, I noticed that the storage room was not full at all. Furthermore, I saw another guest sitting in the lobby with a full trolley of luggage, clearly in the same situation due to this policy. This practice is extremely inconvenient for guests, especially those with late flights or schedules.( attached photo) What made the situation worse was the attitude of the morning-shift staff. One employee introduced herself as “New” and another claimed to be “in charge.” Both displayed a rude and unprofessional attitude that is unacceptable in hospitality. In contrast, the foreign staff member(brown hair) who assisted me when I collected my luggage was very polite and helpful, which highlights the poor service attitude from the morning team. I also works in the hotel industry, I understand operational challenges. However, customer service and professionalism should never be compromised. I am extremely disappointed and expect an explanation and a formal apology from the hotel regarding the treatment I received and the inconvenience caused. I hope the management will address this issue seriously and take appropriate action to ensure this does not happen to other guests in the future Staff should be well trained and more flexiable. I hope hotel can be full refund and i have just checked in hotel late evening and early morning checked out. Only for few hours to important to keep my bags only but happened dispointed experience. I will never come back if not do resonable, denfinely will tell dont book your hotel as well. Thank you for your attention. I look forward to your response.

Lack of basic toiletries like single use toothbrush set. Took 30 mins on the Hoppa bus from Terminal 3 to the hotel despite the apparent short direct distance from the airport, the hotel is practically the last stop on the route. Ok for overnight stay on a stopover.

Friendly helpful staff. Speedy check in. Rooms were very comfortable and spotless. Issue with TV sorted immediately. Didn’t eat in the hotel.

I stay at this hotel every time I go on a business trip. It has an excellent breakfast and convenient transportation, making it my top choice for business travel.

Bed very comfortable, room has all requirements, excellent breakfast , have stayed before, would stay again.

Friendly staff,value for money