Leonardo Hotel Madrid City Center Reviews

Response from Property: Good morning Mr. ZhangWe are very sorry that we did not meet your expectations and that your stay was not as you wished. I would like to clarify that at no time did the hotel try to increase the price just because, the rates in city hotels are not linear, we depend on the different events in the different cities, and that is why there are days that are more expensive than others, at no time does the hotel decide to apply to any client, a higher or lower price than the one it has on the website for the day. As we tried to explain to you at the hotel, your reservation was made through trip.com and only for one night on October 6. You may have asked at the hotel about the possibility of extending one night, and we told you that we had availability, and due to a misunderstanding between everyone, you believed that the reservation for the extra night had been processed, which did not happen, since, by company policy, whenever a client wants to extend their stay, at that same moment the new reservation is created and the charge is made, that is why we can We assure you that we had not made any reservation for you at any time. When we saw that you had not checked out on the morning of October 7, we tried to contact you. As this was impossible, from the hotel, we contacted tryp.com to verify that everything was correct and that they did not have any reservation for you, for the night of October 7 and that for some reason, it had not reached us. When trip.com confirmed to us that they had nothing, we asked them to please contact you, to inform you that your reservation was only for 1 night, and that if you wanted to extend it, we had room at the moment and that the price for that night was €380, the rate for October 7. Trip.com informed us that they had not been able to locate you either, so when you arrived at the hotel at 6:30 p.m. on October 7, that is when we were able to inform you of all this. At no time did we try to increase the price, we only gave you the price corresponding to that night, which was the same as what the rest of the clients were paying. I am very sorry for any misunderstanding caused by the lack of understanding of the different languages, but I do want to assure you that at no time was our intention to charge you more than what we owed or what was stipulated for that night. I would like to sincerely apologize for not having managed to reach an agreement and for you to have been able to enjoy what you wanted, in no case did we at the hotel want it to be that way, so I invite you to visit us again, you can contact me directly and I will personally take care of making the reservation for you and ensure that everything goes according to your expectations. Thank you very muchBeatriz AguirreOperations Manager