Leonardo Hotel Liverpool

Housekeeping was a real bright spot. Khadija did a very good job and our room was spotless, with an excellent view. Breakfast was also very good, with more flavour in the food. Courtney was proactive and hands-on, set clear expectations for her team, and nobody was left idling. The reception experience was much less positive. Check-in didn’t feel welcoming, and greeting the next guest with “Okay” wasn’t appropriate. The staff we met came across as if they didn’t want to be there. We’d booked a superior room for the first time, but aside from the view I couldn’t see a tangible difference from a standard room. I asked about the newspaper included with a superior room, and got mixed answers: that newspapers were only for suites, or that one could be ordered for the next day. I was told someone would call our room, but we were going out, so I asked for an email. I heard nothing more until checkout, when it was clarified we should have been asked at check-in. The staff member I spoke to consulted another person who seemed very relaxed, almost nonchalant, and didn’t know what the Leonardo website said came with a superior room. I even showed him a screenshot. He referred to it as my request, though the newspaper is part of the package. The interaction also reminded me of what happened on our previous stay. With better reception service, Leonardo Liverpool could be excellent in every area.

The lobby smelled so lovely when I walked in that I had to ask reception what it was. The hotel is in a great location, and the staff made us feel welcome. I hadn’t realised there was a spa, or we’d have used it, maybe next time. I thought the food could be better for the price.

The staff were polite and helpful, but the rooms are below average and need a deep clean. There were several stains on the carpet, mould in the bathroom, and the air-conditioning was dusty and dirty. The wardrobe was barely enough for one person, so it needs to be bigger when three people are staying.

The location is fabulous, with the Royal Albert Dock and the hop-on hop-off bus stop just a two-minute walk away. There’s plenty of paid parking nearby, with hotel validation. We stayed in the spacious, lovely Victoria & Albert room (457), and reception staff were lovely and accommodating. When we reported two dirty hand towels in the bathroom, they were replaced straight away and we were given two free drink vouchers as a goodwill gesture. The bar staff were a letdown, though. They were consistently surly, more interested in smashing glasses and laughing among themselves, and had poor customer skills and little bar knowledge. Cocktail choices were limited and they struggled to pull a pint. That’s basic bar work. Breakfast was basic too, and the staff weren’t very friendly. The room and location would bring us back.