Leonardo Eden Hotel City Centre

"I rarely leave negative reviews, but after multiple attempts to resolve this situation, I feel it is important to share my experience, particularly for anyone booking this hotel through a third-party provider. I had a prepaid reservation booked through Capital One Travel/Hopper and did not check in. I want to be clear that I am not disputing the hotel's right to enforce a no-show policy or charge an appropriate no-show fee. In fact, when I contacted the hotel, they told me specifically what the no-show fee would be. My concern is the lack of communication and how the hotel handled the situation afterward. I received no communication from the hotel when I failed to arrive, no notification that I had been marked as a no-show, and no information about what would happen to the remaining nights of my reservation. I contacted the hotel before my reservation ended, with two nights still unused, hoping to find a reasonable resolution. I was not asking the hotel to disregard its no-show policy or refund everything. I asked them to consider the two remaining unused nights and any applicable taxes and fees associated with a stay that never occurred. What made the situation more frustrating was the conflicting information I received. The hotel's reservations department told me they didn't have my contact information because the reservation was booked through Hopper/Capital One Travel, while Capital One indicated the hotel should have had the necessary reservation information. As the customer, I was left caught between the hotel and the third-party booking provider. Capital One Travel subsequently contacted the hotel on my behalf to resolve the issue, but the hotel ultimately declined to authorize any refund or adjustment. Again, I accept responsibility for not checking in and am not disputing an appropriate no-show charge. My disappointment is with the lack of communication, conflicting explanations, and unwillingness to consider even a partial adjustment for the unused portion of the reservation and applicable taxes and fees. After spending so much time trying to reach a reasonable resolution, I am extremely disappointed with how this hotel handled the situation. Unfortunately, I would not consider staying at this property again. Based on my experience, I would encourage travelers to consider other accommodations, particularly when booking through a third-party provider. At minimum, I strongly recommend confirming directly with the hotel that they have your contact information before arrival."

"Clean hotel located perfect in the city centre. Tidy spacious rooms with coffee machine. Warm friendly atmosphere with helpful staff. Pool table ect is free to use for hotel guests. Good variety at breakfast with hot or continental food available. Would highly recommended and will be returning in the future. Hotel features pizza and toastie making area as well as a shop within. Rooms available with river view."

"An absolute disgrace. The room was totally unacceptable with damp, rot and dirt everywhere. I informed staff of this and nothing was done on day 1. Day 2 I asked to leave and they subsequently moved me to another room. Whilst the lobby and ground floor look nice, the actual rooms are awful. If you like a sticky carpet and the above issues, go ahead - book. Otherwise, AVOID AVOID AVOID!"