Leonardo Hotel Belfast

"I am sharing my experience based on my business. I booked several rooms for business ( group of 7 rooms) I was in touch with central reservation from Leonardo Hotels. I understand it is corporate office with 10 agents working. Every time I tried to contact someone every time I got very robotic email no sesnse of emphaty, no sense of human beeing. So I manage to communicate with central res team somehow, I tried to do upgrade of my room to JS it was like neveredning story, 3 times I have to ask them never got it. I asked them we would love to pay via bank transfer which that was provided and money were sent on 14th april. Which takes from Ireland to Northern Ireland bank transfer 3 - 4 days to hit the account so we had plenty of time to make sure money were received. On that day on 29th April I went to hotel talked to anyone on reception to make sure my group is ok and paid. There was 1 receptionist and queue of people ( probably 15 guests waiting for check in). Manger of hotel just walk arround like no my business. Next day I received a invoice from Leonardo hotel that they charge of my guest of amount 1300 pounds?? You can imagine how suprised and annoyed why ? and whats happend? after my several emails, phone calls to the reservation told me that is not their business to deal it, even I was dealing with them from beggining and I sent them money, after all this finally manager Megan comaback to me via email need to explian etc everything. She understood and now provided refund. Now on 4th of May I received email confirmation that they provide refund. I sent them email since 4th may emails to finally provided me my Inoivce which I never got it, and confirmation of refund. Today is 21th of May and still has no informaton, no single phone call from them, or no email from managment. And I also sent this complaint to their email. I cant tell you how the rooms are, but my client choose to stay in this hotel becasue they have good experience as a hotel rooms. Bur for me communication is very bad level. To bring your custommers back I would appreciated it if you work on communication skills, maybe some HR training would be great."

"Location was excellent for all activities, reception staff were wonderful, breakfast quality was good, but it gets busy with staff struggling to clear tables. Drinks at bar and choice was poor, for instance they had run out of white wine except Chardonnay. Room design is poor, no place to hang towels, no place to hang coats, limited storage, no usb ports."

"I had a booking and had to cancel at last minute because my daughter had had a breakin at her house and needed our support. I accepted I'd be charged and suffered that however 5 days after taking the cancellation fee ie full booking fee the same sum was taken from my credit card again and has not been refunded nor after 7 weeks is anyone replying to my queries. I have had to spend a lot of time now trying to take this matter up with my credit card company. It feels like everyone wants me to walk away and write off this error made by you/booking.com"