Warm friendly and efficient staff, great executive double with glorious sea view made for a great two day stay. Comfortable bed and a great shower, breakfast buffet was great. Good little gym …. Saxon does an excellent job running Leo’s Bar. For the price point this hotel is excellent value.More
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My daughter is currently staying in the hotel for her anniversary. I emailed them to ask if there was anything they could do (something special) and they did not dissapoint. The hotel upgraded them to a partial sea view, but the room wasnt ready when they arrived. (14:45) They were asked to come back at 15:30, which they did. They were then told the room still was not ready. Jake, the duty manager then upgraded them to a junior suite. What an amazing room, plus a stocked mini bar, plus a lounge..wow, way to go on the customer service. My wife then called and spoke to Jake, who said I have just called her to check on the room and that they were happy!! My wife asked to pay for breakfast for them, as an extra treat. Jake then said, no problem, I will pop a note under the door to say its a complimentary breakfast for the inconvinience and didnt charge us a penny. Its service like this that is worth reccomending this hotel. Well done to Jake, and thank you for making this an unforgetable night for our daughter. Book this hotel, you wont be disapointed.
Dear TPeterGriffin75,
Thanks for sharing your views on your recent stay at the Waterfront.
I am happy that you got to appreciate so much your stay and that Jake managed to make your experience even more memorable. This is paramount to us and I will make sure to share your comments with him and with the team.
We look forward to welcoming you back very soon!
With my regards,
Jerome Pesenti
Guest Relations Manager
We stayed as competitively priced for a seafront hotel. The room was pleasant and facilities as you would expect of a four star hotel.
The beds were comfy and room was spacious and relatively quiet ( punctuated only by neighbours). We were very impressed by the manager who kindly left a small present and wished happy birthday to the youngest daughter. A very kind and thoughtful touch.
The room for once also had a Nespresso machine rather than. the undrinkable instant coffee.
The atrium was very spacious and the hotel has underground car parking in the Lanes car park.
Would recommend and next time we would like to try a se view room.
Good afternoon MonkeyMagic80,
We really enjoyed reading about your stay and that fact that the team managed to make your daughter birthday even more memorable. This is very important to us and I will make sure to share your comments with the team.
I would like to thank you for your review. It was our pleasure to have hosted you, and we hope to welcome you back in the future.
With my regards,
Jerome Pesenti
Guest Relations Manager
The room itself, a sea view executive room and the service provided by the front desk were both good. Everything else was pretty terrible.
All services, room service, house keeping, front reception, are non-existent. No one answered the phone on any of these services.
Our room was unavailable when we arrived and was not ready until after 5pm. We had to beg on bender knee to get our room cleaned the following day.
The spa was terrible. Cold swimming pool, pokey steam room and sauna, changing room floor filthy and drenched in water.
Dear timk111,
I was sorry and disappointed to read about your check in experience at our hotel and about the fact that we were unable to contact some of our departments. I would like sincerely apologise for each of the shortfalls that you experienced. Those shortfalls are not representative or our normal high standards and I will make certain to share each of your comments with the relevant Heads of department so improvement can be made.
I would like to thank you taking the time to review our hotel and hope to have the opportunity to welcome you back in the future.
With my best regards,
Jerome Pesenti
Guest Relations Manager
Great location, rooms were clean and the communal spaces are a great place to meet up (we were a group of 11 children and 5 adults). Some of the staff are lovely.
However, Friday night a long wait for food with one dish seemingly forgotten (turned up about 30 minutes after the others). But it was lunchtime Sunday that really let the hotel down. Over an hours wait for our food in a very quiet restaurant area, and no acknowledgement of the wait. When we complained the duty manager didn’t pass on that he’d given us 30% discount. The waitress asked why he’d given it (felt that was obvious), and then we encountered another suited person (lots of suited people in the hotel, but really they need to be more hands on when the staff are under pressure), she started reeling out excuses for the slow service which I wasn’t in the mood to hear (included a football team staying and an event in the conference room). She did give us a 50% discount (accompanied by a very sarcastic tone), but actually all we needed was a ‘sorry we didn’t meet a good standard of service’.
We will go back to the hotel again, we like it for lots of reasons (and have stayed a few times). But I hope they look at the service levels and coach the staff (particularly those in suits) in some basic customer care.
Dear JHPSurrey,
Thank you for staying at the Leonardo Royal Brighton Waterfront and for taking your time to share your feedback with us.
I was so sorry to read about the food service shortfall that you experienced and for the way the situation was handled. I would like to sincerely apologise for those matters. We always aim to learn from our guests’ feedback and we appreciate bringing to our attention areas that can still be improved.
We hope to have the opportunity to welcome you back at the Waterfront for a better experience.
Kindest regards,
Jerome Pesenti
Guest Relations Manager
Great stay at this hotel. But our room did not have a fridge. Comfortable beds and spacious. My friend made use of the sauna, steam room and swimming pool. She thoroughly enjoyed the facilities. I enjoyed sitting in the lounge area with amazing views over Brighton promenade to the sea. Definitely recommend this place to stay and we would come back again.
Good morning Vacation46633459480,
Thank you for taking the time to share your review following your recent stay at The Waterfront.
We really enjoyed reading about your stay and all of the aspects of the hotel which you most enjoyed, including our beds and facilities. I can also confirm that as of this month, all our rooms are equipped with a fridge. Please allow me to take this opportunity to thank you for choosing to spend your time at the Brighton Waterfront.
It was our pleasure to have hosted you, and we hope to welcome you back in the future.
With my regards,
Jerome Pesenti
Guest Relations Manager
