The Leonardo

1 N M - 2 months ago

What a terrible disappointment! Where do I start. Check-in poor. General service is poor! Rooms have a great view but that’s about it! Location is also good.

Feedback:
-reception explains nothing during check in
-no bell service to help with luggage
-elevators don’t read room keys well
-rooms are outdated (even though hotel is relatively new- cheap finishing, especially in kitchens)
-bathrooms stinks from drains
-Aircons don’t work properly had to call maintenance
-called maintenance to sort out Aircons + drains took 1 hr
-was told to combat bad drain smell I have to pour water down drains
-no bar fridge. Called for water - took 1 hr with turn down service
-after 11pm no in room dining or service - had to ask staff to get an Uber to buy water for my room
-second bedrooms door couldn’t close it was stuck!
-bathroom doors can’t lock
-bedding is cheap- this is ridiculous (no plush at all)
-not a great quality bed either
-called reception (0001) u0026 room service (0100), phones just ring!
-Staff are extremely unfriendly
-we stayed in a 2 bedroom suite … next to the front door is what I assume is a sewage pipe (enclosed) all you hear all day/night is water running!
-room service gets brought to you like takeaways which is so weird for a “5 star” establishment
-Spa doesn’t have any facilities (no steam room or sauna). Basically just a changing room
-hallways smelled of curry
-reception + elevators don’t have a pleasant odour

I cannot believe this. Ridiculous!
What an utter disappointment!
Absolutely absurd at this price point… 5 star for Africa maybe - definitely NOT world class! If you want to spend R10k+ per night on a room, I suggest go elsewhere

5 Trish - 9 months ago

A stunning hotel. I made a last minute reservation and my family and I received the best service. The apartments meet all expectations in terms of cleanliness with a modern style. The restaurant food is exceptional. We were fortunate to get a booking at the roof top bar. The views of the city is amazing. We will definitely be back.

5 Roxy Tshuma - 3 weeks ago

Room service was on point the workers are so nice and the place is amazing

4 Santhuri Poovalingam - 8 months ago

Booked for 1 night at this hotel. Has been my 6 year olds dream ever since it was built. The apartment is stunning, modern, beautiful finishings. The views are absolutely spectacular. However the biggest let down is the service. Especially at the dining areas. Booked at Aurum restaurant and it was absolutely the worst experience I've ever had. Waiters/waitresses are extremely unfriendly and unhelpful. Ordered a starter- plate of chips for my starving children at 18.10 upon being seated and requested it please be brought out for them as soon as it was done but after 55 minutes no one bothered to help. I probably asked literally 5 waiters but none returned with an answer. The 6 waiter then advised they were going to only place the order then. After hearing that we took our starving, really unhappy children to a nearby restaurant and was served happily and efficiently by the waiter.

Secondly the balcony door in my room was either not properly installed or sealed as the loud howling of the wind prevented me from sleeping the entire night, as well as the loud music from the club at 24 central.
There was no turn down service- which is a standard at every 5 star hotel.
There is no dedicated room service as the calls revert to reception.
When asked for a change of towels at 7 pm was told the linen room was closed.

The breakfast- food was good however once again we had to wait a while despite being the 2nd group there. There was a single person there before us.
Breakfast starts at 7am however, tables were only being set from 7.30.
There is no rush to serve guests or to make them feel welcomed.
Staff need to either be trained to understand that this is a service industry and that is their job to be hospitable. Failing which there a many out there who would do anything for a chance at a career in hospitality.

Unfortunately due to the pathetic service at Aurum and overall I would rate the service a 2 star.

I have stayed at 5 star all around the globe and this has by far been the worst.

I would be happy to discuss with the management of the establishment as it would be a shame that after all the time and effort that's been put in to build this hotel that it is not being occupied by its full potential due to the poor service aspect.

5 Stephen - 5 months ago

The doorman invited us inside, wich was very friendly of him to do, and the restaurant is very elegant.

5 Nosipho Baloyi - 4 months ago

Splendid stay, luxurious hotel and spa. Best value for its price.

5 Elton Gorrah - a year ago

Great food ,.friendly staff....