Leonardo Hotel Nürnberg in Nurnberg

Leonardo Hotels first ignored my request not to cancel the booking, and then ignored my attempt to reschedule when I explained I had a family emergency. The lack of flexibility, empathy, and basic customer service was extremely disappointing. Definitely not the professionalism you’d expect from a hotel chain.

I had a reservation from 20jun to 22jun which I made after my stay at Leonardo Olympiapark in München. When I arrived they asked me to pay on the spot, this surprised me as in the other Leonardo hotel I paid the day before my depart, even when my reservation was guaranteed with my credit card details. Once in my room I noticed there was no air conditioning, not even installed and the temperature was 33 degrees inside. I went down to reception and they told me that the airconditioning was not working temporarily because of some kind of reparations, I do not believe it since there was no airconditioning exit or controls at all in the room and some workers were dismantling large chunks of walls and bricks. After some discussion at reception they offered me a room in the other Leonardo hotel for double price. After the recepcionists were urging me to make a decission I asked for my money back, luckily they refunded it to me. I said goodbye to the lady, and she was most probably burnout because of all guests were complaining about the ruinous state of this so called hotel. I am attaching also some photos of the neighbourhood. I will cancel my Leonardo membership inmediately. Would like to tell the staff at the front that I am sorry that they have to face those situations because of the management lack of insight.