"I really like aspects of the Leonardo, but their systems and maintenance seem to be letting them down.
They sent an auto-generated email asking me to do online check in before arrival. I did this, and used the online system to setup a late check out (which I paid for). The check-in website confirmed that, along with the departure date. However, when I arrived to physically check-in the reception staff and their systems did not know about the late check out- they could see I had paid a fee, but not that I had organised late check out. The reception staff believed me, and told me it was OK. But then house-keeping showed up in the morning, and reception rang me after the normal checkout time to ask why I had not left. I explained, and again they believed me - I think the hotels systems must be known to be ..... unreliable.
At the same time a lift was broken, and fire alarms went off multiple times from 7-8am. I was also given a bad room right at the top of the stairs in the section with no lift, so lots of noise as people dragged suitcases up and down.
The hotel is close to Heathrow with easy busy links. The breakfasts are very good. The hotel restaurant is OK (bit expensive, especially with a 12.5% "service charge"), but the Portuguese place around the corner with the little shop is GREAT.
For all those issues, I would probably go back. In practise I stay 2-6 times a year."
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