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Reviewed 22 September 2021 via mobile

I have stayed at this hotel before and thought things would be different now it has been taken over by a new chain…but they are not. The hotel is in a convenient location but is feeling a little tired. Scuff marks on the wall, the bathtub is chipped, lime scale marks in the shower, there were crumbs on the floor (still there after two days) the door to the room looked as if somebody had tried to get in without a key. Check in was swift, and service at breakfast was good too but service in the bar was incredibly slow even though it was not busy. I asked for an adapter for a European plug but they did not have one - quite incredible for a business hotel. I also had two parcels delivered to the hotel, which I would have expected to turn up in my room, however, the receptionist was not able to find them. So, all in all not great.

Date of stay: September 2021
Trip type: Travelled on business
Thank CorinnaV
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 5 weeks ago

Dear CorinnaV,

Thank you for taking the time to review your stay, we are glad to hear that you found the location to be very convenient and that you enjoyed your breakfast.

We are sorry to hear that you found some areas not to be of our normal cleanliness standards. Unfortunately, external factors outside of our control have made it difficult for us to deliver our usual standard of product and service. As you have no doubt become aware, the impact of the pandemic, the shortage of available labour, and faced with supply chain issues continues to present significant challenges for the hospitality industry. As a result of these factors, in this instance, we fell short of our usual cleanliness standards and for this I sincerely apologise.

We are working with our housekeeping teams to ensure that this issue does not re-occur and we hope that we can welcome you back to Jurys Inn and Leonardo Hotels in the near future.

Kind Regards
Jurgen
Customer Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 September 2021

Felt very welcome, the spa treatments were relaxing and enjoyable thanks to Albania great job, we were lucky to find an empty pool all very clean and well organized. We had early evening drink on the rooftop bar,thanks to the kind ladies making a space for us, later in the hotel bar enjoyed the atmosphere and the attention of Carol from Spain. All in all a nice break.

Date of stay: September 2021
    • Location
    • Cleanliness
    • Service
Thank 1likes
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 5 weeks ago

Dear 1likes,
Thank you for taking the time to review your stay, we are glad to hear that you felt very welcome and that you found the SPA treatments to be relaxing and enjoyable.
We look forward to welcoming you back to Jurys Inns and Leonardo hotels in the future.
Kind Regards
Jurgen
Customer Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 September 2021

Spa was lovely but there is nowhere to sit. Also the online booking did not work and it's almost impossible to get through On the phone when we did get through after 3 days and lots of emails to reception, there was only two booking slots available so out of 10 of us staying only 2 could get a treatment. That aside we had a great time and it's a lovely hotel thank you.

Date of stay: September 2021
    • Location
    • Cleanliness
    • Service
Thank 17paulak
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 21 September 2021

Good Morning 17paulak,

Thank you for staying with us and for kindly taking the time to leave a review. We are glad to hear that you enjoyed your hen party stay.

Unfortunately, the rules around self-isolation have meant we've had less staff around than we usually would so we do apologise if our guests find the front desk less responsive than they're used to. We're confident that this situation will return to the norm shortly and hope when you're next able to visit, you'll have a more typical experience.

We look forward to welcoming you back to Jurys Inns and Leonardo hotels in the future!

Kind Regards,
Blerina
Customer Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 September 2021

Would highly recommend and return, it was that nice we stayed an extra night and the service and spa is 10/10, only down fall is the breakfast is not worth £25 per person but everything else was superb, great location next to st pails cathedral and only about £10 in an Uber to Oxford st or soho, looking forward to returning, they even upgraded the room free of charge

Date of stay: September 2021
Trip type: Travelled with friends
Thank ShayM269
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 21 September 2021

Good Morning ShayM269,

Thank you for staying with us and for kindly taking the time to leave a review. We are glad to hear that you found the hotel to be in a great location; we do provide very easy access to all of London and its attractions.

We look forward to welcoming you back to Jurys Inns and Leonardo hotels in the future!

Kind Regards,
Blerina
Customer Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 September 2021 via mobile

We stayed here in June for a couple nights break, our room had an issue with the AC and was a little to warm, the hotel manager (I can’t remember her name “Latvian lady?”) Couldn’t do enough for us,, even treated us to a drink because of the problem we had. she was polite professional and worked so hard to find us another room despite the hotel being fully booked, I can’t give her enough praise!
There is another special mention to a gentleman who was working on the bar from Gohan - India , he had great hospitality skills and loved a good chat and made you feel welcome to the hotel. Was a pleasure to have met him!
Overall the hotel was clean the rooms and bathroom was clean, the staff we’re friendly
And the spa was a lovely treat

Thank you to all of you

Date of stay: June 2021
Trip type: Travelled with friends
Thank Creatzy
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 20 September 2021

Good Afternoon Creatzy,

Many thanks for staying recently and thank you for taking the time to leave a review, I am pleased to read that you found our hotel to be clean, the room and bathroom as well and the spa to be a lovely treat!

It is amazing to learn that our staff were friendly and helpful during your stay, especially the manager and the bar member. Guest satisfaction is our top priority and we will make sure to pass your warm words to them!

We would love to welcome you back to Jurys Inns and Leonardo Hotels in the near future.

Kind Regards,
Melisa
Customer Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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