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“Not a good Holiday Inn”

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Leonardo Hotel London Heathrow Airport
Ranked #4 of 12 Hotels in West Drayton
Reviewed January 7, 2013

On check in staff seemed more intent on what theit colleagues were doing rather than checking you in.
Limited choice of TV channels, WiFi charged for.

Room dark, small and dingy with no natural light and the light buld produce no real light at all.

Food was cold, burger hard and the warm desert cold.

Not an enjoyable experience, you can get better at a Priemer Inn

  • Stayed: January 2013, traveled on business
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1  Thank regtraveller55
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMSTU, General Manager at Leonardo Hotel London Heathrow Airport, responded to this reviewResponded January 14, 2013

Dear regtraveller55

Thank you so much for your recent comments. I'm trying to understand what situations took place that left you feeling disappointed with our hotel. We are hospitality professionals who pride ourselves on delivering world class service and are happy doing so. For that reason, the comments are troubling and will certainly be looked into. Most importantly, I'd like to apologize for the issues you experienced at our hotel and assure you the surveys you filled out will be reviewed and most certainly replied to. We take very seriously the confidence our guests place in us and we work diligently to rectify any unsatisfactory experiences. Thank you again for your comments

Yours sincerely

Greg Stuart
General Manager

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1,189 - 1,195 of 1,742 reviews

Reviewed January 6, 2013

Stayed here before our flight.

Not the best Holiday Inn I've stayed in.
Long and thin hotel, a pain to get through all the fire doors with cases.

It's cheap enough to enjoy a good nights sleep before you fly out of Heathrow.

Rooms just OK can't say more than that. I've stayed at cleaner and better Premier Inns.

Stayed: December 2012, traveled as a couple
Thank Rolan R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMSTU, General Manager at Leonardo Hotel London Heathrow Airport, responded to this reviewResponded January 14, 2013

Dear Rolan R

Thank You for writing a review about your recent stay with us. We work very hard to ensure our facilities and service are superior. It sounds like we fell below your expectations. We take all reviews positive and negative very seriously, and your feedback will help us improve for our next guest or your next visit.

Yours sincerely

Greg Stuart
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 3, 2013

Fantastic Hotel. Very clean, very comfortable, great food and very accomodating friendly happy staff.
Stayed 1 night then left car there for 10 dyas whilst went on holiday.

Will defo stay here again when using Heathrow airport.

Very good value for money using for 1 night and car stay.

  • Stayed: December 2012, traveled as a couple
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Thank Joandbaz07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMSTU, General Manager at Leonardo Hotel London Heathrow Airport, responded to this reviewResponded January 14, 2013

Dear Joandbaz07

Thank you for taking the time to review our hotel.

We strive to give great and impressive service to all of our guests and it makes us happy to read we exceeded your expectations. We look forward to welcoming you back to our establishment. Once again thank you for the wonderful and kind words of praise.

Yours sincerely

Greg Stuart
General Manager

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Reviewed January 2, 2013

Friendly and efficient staff. Room was clean and bright - all that I could ask from an Airport hotel.

I booked the hotel package to include 2 weeks parking. The parking was well spaced and not cramped and in a very secure location. The car had been moved during my absence (which I expected) but the mileometer and computer revealed that the car had not travelled outside of the hotel complex i.e. minimal movement.

Will use again

  • Stayed: December 2012, traveled as a couple
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Thank barrie o
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMSTU, General Manager at Leonardo Hotel London Heathrow Airport, responded to this reviewResponded January 14, 2013

Dear barrie o

Thank You for writing a review about your recent stay with us. We work very hard to ensure our facilities and service are superior and we strive to be the best Holiday Inn around. It sounds like met your expectations on this visit. We take all reviews positive and negative very seriously, and I am pleased to see that you liked the accomodation and friendliness of the staff.

We look forward to seeing you in the near future.

Yours sincerely

Greg Stuart
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 1, 2013

Let me start this review with the positives---
The room was clean and the amenities were adequate.

Now the negatives---
The room we had on the first night had a tremendously loud climate control system that could not be turned off. It got so bad (loudly humming on and off every 5 minutes) that we called the front desk and asked for a different room. The guy who ultimately helped us moved our stuff was nice, but the manager initially treated us like we were crazy and didn't want to switch our room. On a positive note, our next room was surprisingly quiet considering how close the property is to the airport. Our 2nd room was never serviced by housekeeping leading me to believe that they never logged that we switched rooms.

We ate in the restaurant the first night and my hamburger was chewy and cold.

The corridors to get to your room were frigid. I can understand wanting to save power but it was ridiculously cold.

It's a hike to get to the Tube. There's a free bus to get you to Hatten Cross station but the bus runs quite intermittently. FYI----it's about an hour on the tube from the airport to central London.

There was a loud wild disco going on in the lobby one night when we got in around midnight.

The wi fi connection was slow and spotty.

The last day we were there my husband required a trip to the ER. In this case, the woman manning the front desk was very helpful. She quickly got us a cab and even packed us some portable snacks to take with us.

Overall, while I surely appreciated the help with the ER situation, it didn't negate the rude service we received previously.

One more FYI--- there are several Holiday Inn Heathrows so be sure to tell your cab driver at the airport the exact address of the Holiday Inn at which you've reserved your room. In fact our co-workers accidentally booked at one of the other Holiday Inn Heathrows so we were separated from them on this part of our trip.

  • Stayed: December 2012, traveled on business
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Thank Rachel N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMSTU, General Manager at Leonardo Hotel London Heathrow Airport, responded to this reviewResponded January 14, 2013

Dear Rachel N

Thank you for taking the time to write a review.

Firstly I do hope that your husband has made a speedy recovery from his visit to the hospital and I hope that it was not serious.

Please accept my sincerest apologies for the Air Conditioning issue you experienced. We did indeed have a problem in your first room which has been attended to following your report. I understand the discomfort this caused you. Again, I do apologize and regret that this impacted your experience at our hotel along with your dinner experience and also the noise caused by a Christmas Party.

We strive to be the best Holiday Inn in the area and it would appear we fell short of your expectations. I have sent you a private message for your attention via e mail on this site.

Again my sincere apologies for any inconvenience caused.

Yours sincerely

Greg Stuart
General Manager

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Reviewed January 1, 2013

Stayed here New Year's Eve in order to meet family arriving at 4.50 am the following morning after a long haul flight to Terminal 3. The hotel was immaculate, the staff very friendly and knowledgable. There was going to be a big party with a disco and we could join in or have another table. We did the latter and enjoyed a superb buffet meal. The restaurant staff were extremely welcoming, friendly and efficient. The room and bathroom was immaculate. We took the shuttle bus to the airport to meet family, £4.50 single £9.00 return, then returned to the hotel to breakfast and checkout.

  • Stayed: December 2012, traveled with family
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Thank Italophile1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMSTU, General Manager at Leonardo Hotel London Heathrow Airport, responded to this reviewResponded January 14, 2013

Dear italophile

Happy New Year to you.We hope that it has been a good one so far.

Thank you for your comprehensive review. You have covered all aspects of your stay and I am particularly appreciative about your comments about the waiter who served you.It is always hugely motivating when one takes the time and trouble to acknowledge the staff concerned.

Yours sincerely

Greg Stuart
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 23, 2012

After a long day flying back for New York it was good to check into a hotel that was modern and friendly. Even though we arrived late they were more that happy to prepar us an evening meal. This was very nice and the waiter was extremely friendly and helpful. The bar area was nice with a good selection of drinks, if not a bit expensive especially the boozy coffee.

The room was nice but was a bit cold even with the air-conditioning. The shower was also not up to much to be honest but the bed was comfortable enough.

In the morning the best thing was trying to order a taxi and being picked up by a brand new Jag. What a pleasant surprise.

  • Stayed: December 2012, traveled as a couple
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    • Cleanliness
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1  Thank Squeaky77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMSTU, General Manager at Leonardo Hotel London Heathrow Airport, responded to this reviewResponded January 14, 2013

Dear squeaky77

Thank you for your recent review of the hotel and for chosing us to stay. We understand that you have many choices when selecting a hotel and we strive to give great and impressive service to all of our guests. It makes us happy to read we exceeded your expectations and we look forward to welcoming you back to our establishment.

Yours sincerely

Greg Stuart
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Leonardo Hotel London Heathrow Airport

Address: Sipson Way - Bath Road, West Drayton UB7 0DP, England (Formerly Holiday Inn London - Heathrow)
Location: United Kingdom > England > Greater London > West Drayton
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Wheelchair access
Hotel Style:
#3 Luxury Hotel in West Drayton
#6 Business Hotel in West Drayton
Price Range: $72 - $126 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Leonardo Hotel London Heathrow Airport 4*
Number of rooms: 230
Official Description (provided by the hotel):
Enjoy Leonardo Hotel London Heathrow Airport for all the convenience of the airport with excellent transport links to central London. We are just 5 minutes from Heathrow Airport by Hoppa bus or taxi so staying with us is a great way to relax in a fresh and modern hotel. With our triple-glazed windows, flat screen TVs, air conditioning and free Wi-Fi in every non smoking guest room, we aim to make your stay as productive and refreshing as you require. ... more   less 
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Also Known As:
Holiday Inn London - Heathrow Hotel West Drayton
Holiday Inn West Drayton
Leonardo Hotel London Heathrow Airport West Drayton, Greater London

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