Leonardo Royal London Tower Bridge, Minories

This was a very dirty hotel. The lobby looks nice, the room itself looks nice and updated, until you walk into the bathroom. The bathrooms are old and have not been renovated, they just keep putting silicone and caulk over problem areas. Tub is dirty. The shower is dirty. the sink is dirty. Our toilet leaked upon check-in and we complained about how dirty and unusable the bathtub was. It’s a shame that I’m not able to upload the video I took of the shower. Throughout the stay, the shower stall smelled of sulfur/farts which lingered into the room. We'd come back at night just to be greeted by the odor again. They outsource their housekeeping, and that was abysmal. We had dirty dishes our entire stay, even after complaints. I watched the cleaning lady, when she finally came at 6:00 pm on the 3rd day, wash the dishes with her bare hands and no soap, in the bathroom sink. Dirty towels were left in the bathroom in a pile on the floor without being picked up, or replaced. The tea and coffee supplies weren’t cleaned or replenished without complaining to the front desk. The bathroom amenities were not replenished either, opened packages were left on the counter, we ran out of tissues, there was such a lack of care all around. The elevators are mirrored and were dirty our entire stay, from the push buttons and the doors on the outside, to the entire inside. On our final night we were fed up asked to speak to the manager instead of the front desk. We asked for one night to be comped, but they only offered us free breakfast in the morning. For as many times as we had to complain to get service, and show photo proof of the condition of our room, this was not a fair resolution. I don’t understand how this hotel has so many positive reviews given the public spaces. Our room couldn’t have been the only one with problems, Especially since the night manager acknowledged that their housekeeping was a problem. We would not stay here again.

Leonardo Hotel Tower Bridge Stay: 17 July – 19 July (1 guest) Overall Review The hotel is in a great location and has good facilities, but unfortunately my stay was let down by several issues with customer service, room maintenance, and the spa experience. Cons * On arrival, the reception staff were not particularly welcoming or friendly. * The personalised welcome card in my room displayed the wrong name. * The cold water tap in the bath did not work properly. * The table lamp in the room was not working. * Soundproofing between rooms was poor. I could clearly hear loud music from the neighbouring room, which made it difficult to sleep. * At breakfast, there were no halal meat options, and the vegetarian/vegan selection was limited. * Some restaurant staff were unfriendly. One waiter was using their phone while clearing plates, and despite me saying “thank you”, they ignored me and did not acknowledge me. * I paid £105 for a 50-minute relaxing massage at the spa. Unfortunately, the treatment room was next to the swimming pool, and because it was the school holidays, I could hear children shouting and screaming throughout the treatment. I asked the therapist to increase the music volume, but ideally I should have been moved to a quieter room or the background music adjusted from the beginning. * Only one room key was provided. This meant I couldn’t leave a key in the room to keep the lights and power on while I was out, and I had to carry the key with me at all times to access the room. Pros * Excellent location. * A Wetherspoons is directly opposite the hotel. * Easy access for Uber and taxi drop-offs and pick-ups. * The room was well equipped with an iron, coffee machine, and other useful amenities. * The hotel offers complimentary essentials if you’ve forgotten toiletries or other items, which is a thoughtful touch. Overall The location and room facilities were very good, but several avoidable issues affected my stay. Better customer service, improved room maintenance, more breakfast options, and a quieter spa environment would make a significant difference to the overall guest experience.