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.

Cleanliness of the carpets and room was poor but location was ideal, next to the airport. I wouldn’t stay here again, the room wasn’t great.

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

We arrived late , check in was easy , having a car park that had security as well was excellent and a nice easy start the next day to get to terminal 3 . We had a family room which was perfect , would definitely book again if flying from Heathrow , takes the stress out of travelling early on the day of the flight

Booked this because we had an almost 12 hour overlay in London. The hotel is close to Heathrow Terminal 3. Staff was nice, but gave too much explanation, we only wanted to check in and go to sleep because we only had around 5 hours till we needed to wake up and go to the airport again. If we had any questions, we'd just ask. No need for staff to offer so much info, or ask us if we wanted to eat at the restaurant (even at such a late night hour). The room was ok, but not the kind we would stay in for several days. It looked like it needed some renovation. All in all, we'd book again if we absolutely needed it for a night and nothing else cheaper was available. The price seemed way over for the value or quality. But this is London.