Don’t stay here, find somewhere else.
Our room was okay; big tv, two queen beds and a sofa, but there was no hairdryer, cheap single roll of toilet paper, and the fan did not work. There is no air conditioning in rooms and no lifts to rooms upstairs.
The hotel is tired, furniture, paint, and decor worn and there are multiple added costs: Internet (£15 a day if you want more than basic), Parking (£7 a day), ridiculous as it is an out-of-town hotel.
Swimming is included, but you must book; with only one booking per day, and times vary. The email we were sent ahead of arrival stated different requirements and made no mention of the booking, so I was turned away when I arrived with my son.
This required a trip to reception, which was a frustrating experience: Aswin was unhelpful and uninterested, stating it was clear on the website, and we should have been provided with a welcome letter with this information in. We were not.
When challenged about the letter, he stated they must have been busy when we checked in. They were not: 2 staff just us. Only bothered on ensuring we had paid for parking…
At no point was there an apology or attempt to rectify the situation other than providing the letter we should have been given. Aswin merely grinned when I asked him if he thought we would stay in the hotel again.
Turning a bad customer experience around is possible, but requires compassion, understanding, and an interest in resolution - all of which are absent at Hilton Leicester.