Leonardo Hotel Liverpool

Housekeeping was a bright spot: Khadija did a very good job and our room was spotless, with an excellent view. Breakfast was very good as well, with more flavour to the food. Courtney was proactive and hands-on, led by example, and clearly communicated what she expected from her team. Nobody was just standing around. The reception experience was much less positive. Check-in didn’t feel very welcoming, and greeting the next guest with “Okay” wasn’t appropriate. The reception staff we encountered seemed like they didn’t want to be there. We’d booked a superior room for the first time, but apart from the view I couldn’t see a clear difference from a standard room. When I asked about the newspaper included with a superior room, I got conflicting answers: that newspapers were only in suites, or that one could be ordered for the next day. They said they’d call our room, but I told them we’d be out and asked them to email me. I never got an update. At checkout, they clarified that we should have been asked at check-in. The staff member I spoke with checked with someone else, who seemed very relaxed, almost nonchalant. After that exchange, I wasn’t surprised by what happened on our last stay here. He didn’t seem to know what the Leonardo website says a superior room includes, and I even held up a screenshot. He referred to my newspaper request, though the newspaper is part of the superior-room package. With improvements at reception, the Leonardo Liverpool could be excellent in every area.

The lobby smelled so good as soon as I walked in that I had to ask reception what it was. The location was great, and the staff made us feel welcome. I didn’t know the hotel had a spa, or we would have used it, maybe next time. I thought the food could be better for the price.

The staff were polite and helpful, but the room standard was below average. There were several stains on the carpet, mould in the bathroom, and the air-conditioning was dusty and dirty. It needs a deep clean. For three people, the wardrobe should be larger; there’s really only enough space for one.

Being so close to the Royal Albert Dock and the hop on-hop off bus stop, both about a two-minute walk away, made the location a real draw. There’s paid parking nearby with hotel validation, and our Victoria & Albert room (457) was lovely and spacious. Those are the reasons we’d come back. The reception team were kind and accommodating. When we found two dirty hand towels in the bathroom, they changed them straight away and gave us two complimentary drink vouchers as a goodwill gesture. Breakfast was basic, though the staff there weren’t especially friendly. The bar service was the low point. The staff were regularly surly, more focused on breaking glasses and laughing together than serving customers. They seemed to have little customer service skill or bar knowledge, with few cocktails available and trouble pulling a pint.