Leonardo Royal Hotel Ulm

We arrived around 10pm without a booking, and the desk was staffed. The team was friendly, and everything felt convenient and clean. There was parking right at the hotel, and our room had a coffee machine. The building seemed new, with a lovely lobby and a relaxing evening atmosphere where the bar is too. Breakfast was great, with salmon, freshly baked eggs, loads of cheeses, fruit, and more. We could also get food and drinks at the hotel, and it was easy to check in that evening.

I booked and paid for four nights, and the service was unacceptable. I followed the recommendation to check in online, but when I arrived it took 20 minutes to find my booking because I was already on the check-in list. The promised faster process didn't happen. Then someone was already asleep in the room I was given. I apologized and went back to reception, where they told me to sit and wait while they checked in other guests first. It was almost midnight, and after waiting 40 minutes I still had no confirmation that I'd have a bed. They finally gave me a room with a broken basin at midnight. I've never experienced customer service this bad.

The rooms are decent and the location is good, but the service is lacking, so I'd rate it 3/5. Business travelers who need an iron or laundry should consider another hotel. For tourists, it's decent value for money.

We booked on the day, and the room was decent for the price, though the walls had some imperfections and one bedside light didn't work. Dogs are allowed, and there's an underground car park. The staff were pleasant, but service could have been better. It seemed there weren't enough staff for all the guests, so reception involved some waiting. We were told the restaurant served food, but on arrival they said a big group was in and the kitchen wasn't available. That was disappointing. One of the lifts was broken too, so getting up and down took a while. Fine for a quick stop, but I wouldn't stay longer than 1-2 nights.