Three weeks before our arrival, I phoned the hotel to ensure: 1] our suite had 3 separate beds (twin bedded room with a sofa bed) as I was travelling with my son and nephew and none of us wanted to share a double bed, and 2] as we were booked on a coach tour to Jerusalem leaving the hotel at 6.30am the morning following our arrival, a packed breakfast would be provided for us before we left. We were asked to remind the reception staff when we checked in that packed breakfasts had been ordered.
On our arrival, the receptionist insisted that I had not ordered packed breakfasts, and as we had not ordered in advance, she could not provide them – her attitude was particularly aggressive. I managed to insist that she phone her manager, and as a result, it was agreed that packed breakfasts would be made for us.
We got to our room to find all was not well. We had been given a suite with one double bed. The room was also half the size of the one we had booked. We clambered back down to reception, where we were told in no uncertain terms that we had been given the correct room. Whatever happened to staff training in this hotel, I will never know. The receptionist then suggested they put an extra bed in the room, clearly oblivious to the fact that there was hardly room for all three of us and our luggage, let alone another bed. Further calls to the manager resulted in providing us with an additional room for that night and the promise that we would be moved to the suite we had ordered and paid for the following day. By this time it was midnight and we were all completely exhausted. This was the first trip to Israel for my son and my nephew and I was both furious and ashamed about the way we had been treated.
The packed breakfasts did turn up, albeit 20 minutes late, and we managed to join our guided tour by the skin of our teeth.
Adding to the list of disappointments was the lack of fresh towels and shower gel in the room – we had to ask on several occasions for them. The lifts were very slow, and would stop at a floor for long periods of time, which meant reaching the 17th floor, (our room), was a real crawl. My son lost patience most times and resorted to using the stairs which were quicker most times. Incidentally, he found the stairs constantly peppered with cigarette ends. Nasty!
Whilst the breakfast was a self-service buffet, which was very good for both choice and taste, the coffee was served at the table and service was poor and rude. We ordered coffee as we sat down, but had to remind the wait staff twice more as nothing had come. The coffee eventually arrived 25 minutes later, after we had finished eating. The staff had the gall to accuse me of only having ordered the coffee a mere two minutes beforehand! Perhaps the empty dirty plates on our table should have been a clue that we hadn’t made it up.
The hotel did have a few good points. The air conditioning in the suite which the hotel finally gave to us was excellent (the same unfortunately couldn’t be said for the corridors, lifts or lobby). The buffet breakfast was also excellent. The outdoor pool on the 7th floor overlooking the sea was nice.
All in all an extremely disappointing stay at a hotel and I would recommend anyone considering staying there to seek alternative accommodation. Judging by the continual arguments the management were having with other guests (my Hebrew is not good enough for exact translations) it would appear that we were far from alone with our problems. I think staff training courses in how to deal with customers would not go amiss. Perversely, it would seem, as a gesture to good customer relations, we were given a special reward card to give to the best and most helpful member of staff! Really? We managed to laugh this off and decided it should be given to the sign writer who spelt business ‘buisness’ on the metal plaques in the lifts when referring to the ‘buisness floors’ and ‘buisness lounge’. At least they made us smile.
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- Also Known As:
- Leonardo Suite Tel-Aviv Bat-Yam Hotel Bat Yam
- Mercure Bat Yam
- Mercure Hotel Bat Yam