Leonardo Royal Hotel London Tower Bridge in London

The room itself was spacious, modern and had fantastic views of the Tower of London and The Shard. The bed was very comfortable and we slept well. Two male bartenders on Sunday afternoon were the only staff who genuinely acknowledged us and were friendly.

Unfortunately, the service and overall experience did not reflect the price paid (£*** for two nights including Executive access).

Check-in lacked basic direction — no explanation of where lifts were, where breakfast is served, or how the Executive Lounge works. We ended up at the wrong lifts and had to backtrack.

The Executive Lounge was consistently understocked, with minimal snacks and limited drinks. It did not feel monitored or maintained.

Lift wait times were excessive — we waited around 20 minutes at one point and regularly used the stairs (11 floors) because it was quicker.

Breakfast service was disorganised. We were seated at tables without cutlery or condiments and had to collect them ourselves. Food replenishment was slow and we found hair in food on more than one occasion.

The spa area was good early morning but quickly became chaotic with no visible supervision. The steam room had visible mould and when the steam stopped we were told to throw water ourselves to restart it, which shouldn’t be a guest’s responsibility.

When raising concerns at checkout, there was no clear complaints process or escalation.

Overall, the room and view were great, but service standards and operational management need improvement to justify the “Executive” label and price point.