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Reviewed 3 weeks ago via mobile

I booked an overnight stay here through secret escapes with a spa treatment for myself and a friend. First I wanted to change my room from king to twin (you would think very simple task). I was told it could not be done through the hotel directly so I contacted secret escapes who said the same thing! But luckily they sorted the problem for me.
I then tried to book spa treatments. The phone was never picked up after numerous phone calls . I got through to their reservations department who again was no help whatsoever. The lady gave me another number that didn't even work! I then got an email address for the spa. I emailed twice with no reply.....until I cancelled my booking. A very simple spa booking and room change was made to feel stressful and almost like I was a hassle to the hotel. Never booking with them again

Date of stay: August 2021
Trip type: Travelled with friends
1  Thank claresX2635RB
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 3 weeks ago

Good morning Claire,

Thank you for staying with us and leaving a review.

I'm sorry to hear that we didn't meet our usual high standards of customer service on this occasion. There can be occasional issues when booking through a third party as they own the reservation and our customers can find themselves in the kind of frustrating situation which you describe.

We would love to be able to welcome you back so you can get the best and most relaxing use of the spa.

James
Customer Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

This was 3 rooms booked as a spa package. Tried on several occasions to book spa treatments prior to arrival but no phone calls answered. Tried sending emails. No response. At great inconvenience we had to visit the hotel in person prior to our check in date to book our spa treatments as could not make any contact with this hotel. On check in day, one of the rooms had a broken toilet on arrival and the other two rooms had no toiletries in their bathrooms. Prosecco was supposed to be in each of the rooms but we had to repeatedly ask for it. Then it only arrived in two of the rooms. Had to ask to move to a different room due to the broken toilet after it was supposed to be repaired and eventually got Prosecco delivered for that room. All in all very unsatisfactory. Spa treatments were very nice and pool area good.

Date of stay: August 2021
Trip type: Travelled with friends
1  Thank Sunshine24982256539
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 3 weeks ago

Good morning,

Thank you for your review and for staying with us.

I'm delighted to hear that you found the spa treatments to be very nice and the pool area to be good.

We're very grateful that you've been able to give some feedback here as it will give us an opportunity to improve in the future. I have passed this along to the team and we sincerely apologise for your experience. Our guests' comfort and relaxation are so important to us and we're very sorry to hear that this was not satisfactory in your case.

I hope that you'll have a chance to come back to the hotel shortly and see our standards back at their best and in line with your experience at the spa.

James
Customer Experience Team

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Reviewed 3 weeks ago

Louis made me the best pornstar martini ever even though it was not on the menu fantastic service with a smile and the girls Delina , Kathleen , carol the best waitresses ever really went out there way to make sure everyone was looked after if I had a restaurant or bar they would make the best team ❤️

Date of stay: August 2021
Trip type: Travelled as a couple
Thank 455gulsene
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 3 weeks ago

Good Morning 455gulsene,

Thank you for taking the time to review your stay, we are glad to hear that you enjoyed the bar service and that you found our staff to be friendly and helpful.

We look forward to welcoming you back to Jurys Inns and Leonardo hotels in the future.

Kind Regards
Jurgen
Customer Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

Filthy bathroom with used bottles in shower cublicle, stains and hairs! Duty Manager took photos at our insistance! Promised to rectify but we had to chase this! If they cared about cleanliness they would have jumped on this and profusely apologised but the lax attitude showed that it was a low standard they were happy to accept. Wouldn't stay again!

Room tip: Beds are really comfy, and room sizes great - however dirty bathrooms mean it's not worth the stay - even so well located!
Date of stay: August 2021
  • Trip type: Travelled on business
    • Rooms
    • Cleanliness
    • Service
1  Thank Raeileen
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 3 weeks ago

Good morning,

Thank you very much for staying with us and for leaving a review.

At any time, we aim to have the highest standards in terms of our hygiene in the bedrooms and bathrooms. During the midst of the ongoing pandemic, we are continually working hard to keep those standards even higher for the safety of our guests and team members alike. That you've left with an impression that our attitude toward exemplary sanitation was anything other than compulsive shows that we need to overcome the present challenges relating to staffing and the supply chain and we profusely apologise for the experience which you've had.

I sincerely hope you'll reconsider your decision not to visit in the future, or try another Jurys Inn or Leonardo hotel, so we can show you a more representative time.

James
Customer Experience Team

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Reviewed 3 weeks ago

Overall you have a very nice hotel and although I had room issues with no hot water you did more us the next day. The guy dealing with that was very professional.
Your bar staff did not do you any favours. We ordered drinks to the table and the waitress spilt the drinks physically on us and did not apologise, she went to get a mop but we had to ask for cloths to wipe our clothes down, we then got offered the bill, this had a service charge on which I advised I did not to pay as we had drinks spilt on us, the bar manager said I quote that is your perogative not to pay us but we did deliver them. I advised it was spilt on us to which he said accidents happen. I understand that it was the fact that an apology was not offered or the means to wipe our clothes down. Shame as the bar area looked nice. Maybe it was a bad day but I think a sorry would have ben welcome and no service charge. I personally would have provided the drinks spilt for free rather than charging me.
Saying that I would visit the hotel again it was in a great location and very nice and modern, the breakfast was very good and all staff very friendly and helpful.

Room tip: If you can get a room in the separate building you have a nice view towards St Pauls
Date of stay: August 2021
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank I2803MRseanm
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Customer Experience, Other at Leonardo Royal London St. Paul's, responded to this reviewResponded 3 weeks ago

Good Morning I2803MRseanm,

Thank you for taking the time to review your stay, we are glad to hear that you found staff to be friendly and helpful and that you enjoyed your breakfast.

Please accept our sincerest apologies regarding the incident that happened to the bar.

We look forward to welcoming you back to Jurys Inns and Leonardo hotels in the future.

Kind Regards
Jurgen
Customer Experience Team

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