We stayed 4 persons/2 rooms. Compared to last visit in February, we had a number of problems that was not handled in the right way. The temperature in the hotel was far too high (estimated around 27 degrees Celsius). It counted for all areas, rooms, reception area, breakfast room, etc. When we complained about this the persons at the reception just told that they already forwarded it to technical people, but they didn't react. The reception was not experienced or on good level.
Further the bar was closed (lights out, no one present) until visitors came. During our stay in the bar there was no personal available. One evening we wanted to pay we couldn't find anyone to make the bill. The waiter was very arrogant and unprofessional.
During the breakfast the tables were very close to each other, which was uncomfortable.
I’m staying in hotels about 100 nights per year, and I’m able to make a judgment of the quality, the service at Leonardo Heidelberg was not in line with the 4 stars they claim. That’s a pity because during our visit in February 2012, we didn’t have this experience.
I would be pleased to have your reaction, before I fill in the Booking.com questionnaire.
Best regards, Jaap Bertou firstname.lastname@example.org