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We recently stayed at Hotel Leonardo in Liverpool for a conference, booking three rooms for four nights. Unfortunately, my experience was marred by the awful behavior of Demi at the front desk. She was rude, confrontational, and, when I tried to explain the catalogue of errors we'd encountered during the first 12 hrs of checking in, she told me to "stop talking!" This level of disrespect is completely unacceptable for any type of role where you are customer facing. While I do want to acknowledge that the manager could not apologise enough and assured me that they would address the situation with Demi, I was dismayed to encounter her again at check-out. In my opinion, Demi is not suited for a front desk role, and she needs significant improvement and training in basics of customer service. Not once did she acknowledge the errors they had made or apologise that we were being made to move rooms again (for some of us it was the third room in 12 hrs). Although the rest of the staff were polite and professional, Demi's behavior completely overshadowed our experience, and I cannot recommend this hotel based on the way we were treated. It left such a bitter taste that I would certainly wish no one else is subjected to that level of disrespect.

We recently stayed at Hotel Leonardo in Liverpool for a conference, booking three rooms for four nights. Unfortunately, my experience was marred by the awful behavior of Demi at the front desk. She was rude, confrontational, and, when I tried to explain the catalogue of errors we'd encountered during the first 12 hrs of checking in, she told me to "stop talking!" This level of disrespect is completely unacceptable for any type of role where you are customer facing. While I do want to acknowledge that the manager could not apologise enough and assured me that they would address the situation with Demi, I was dismayed to encounter her again at check-out. In my opinion, Demi is not suited for a front desk role, and she needs significant improvement and training in basics of customer service. Not once did she acknowledge the errors they had made or apologise that we were being made to move rooms again (for some of us it was the third room in 12 hrs). Although the rest of the staff were polite and professional, Demi's behavior completely overshadowed our experience, and I cannot recommend this hotel based on the way we were treated. It left such a bitter taste that I would certainly wish no one else is subjected to that level of disrespect.

Hotel was over priced. Room was basic and clean. Bedding was clean and crisp. Pillows were uncomfortable. The Aircon did not work so the room was hot. Bathroom was clean. Overall it was significantly over priced and I would not recommend it or stay there again