Leonardo Royal Southampton Grand Harbour

They upgraded us to the penthouse suite, which was absolutely beautiful thank you manager for doing that ,the concierge were brilliant for helping me with all my things and there was one really nice girl on reception upon check out who showed a lot of empathy I forgot her name though

I was extremely disappointed with our experience upon arrival, particularly because the main reason we booked this hotel was to use the spa facilities. At no point during our arrival or check-in were we informed that the spa facilities were closed. We were not even initially told that the jacuzzi was broken, and we certainly were not informed that the pool temperature was not meeting the required temperature, resulting in the entire spa being closed. What was particularly disappointing was the lack of empathy shown when I explained how upset and disappointed I was. Given that the spa was one of the main reasons for our stay. The communication from the one lady receptionist was also extremely poor. The receptionist greeted us on three separate occasions, asked whether we wanted to check in, despite the fact that we had already spoken to her. This did not feel like a particularly attentive or person-centred approach. She then arranged for towels to be sent to our room for the spa, despite knowing that the spa was closed. When I asked about robes and slippers, I was told that we could not have them because we were not staying in an executive room. I later discovered that robes and slippers could actually have been rented, which we would have happily paid for had we been informed. Obviously, we would not have needed them anyway had we been told from the outset that the spa was closed. I was also asked whether I wanted to use the gym instead of the spa. As someone with a disability, I found this suggestion quite confusing and inappropriate given that I had specifically booked the hotel with the intention of using the spa facilities. Unfortunately, the original room itself wasn’t great. Thar member of staff needs training on adequate communication, empathy and appropriate customer service.

Breakfast varied & dining room offered screens to eat more privately. Bonus.....beds comfy room clean, beautiful smelling toiletries provided. Cleaning staff friendly. Lovely roaring open fire with armchairs in reception. Great location. Welcome card from Martina & the cleaning team chocolates & wine in room. 🤩

Balcony door jammed shut & wouldn't open no matter what eventually opened by a cleaner. window frame wood was worn & rotted....no decaffeinated coffee available from the coffee machine directly at breakfast. Not everyone likes sachets of plain decaf.

beautiful hotel, great location especially if you going on a cruise, terminal 10 minute walk. lovely bar with great food. friendly staff and lovely comfortable rooms

stay wasn't long enough

Location great, near Shopping mall and Red Funnel ferry terminal. Staff were excellent, very friendly and helpful, although probably a little short in numbers.

Breakfast 100% DIY - it would have been nice for alternatives such as proper coffee tea made for you rather than having to use a machine. Freshly made eggs bendict fresh sliced fruit etc not available. Croissant Sunday morning were not fresh. £6 charge for room service - why?? Rather tired with threadbare carpets. "Welcome drink" consists of a rather underwhelming 2 DIY water containers, neither of which worked and there were no glasses!