Starting with check in, we had to wait a full hour to get into our room after we arrived since our room wasn’t ready. We were in Quest tower which is definitely a more budget tower, that said, it was not clean and I’d never stay again.
The property is showing signs of age and disrepair. You can tell the place hasn’t been updated for a while and is in the tropics so everything in the room is always damp. The paint is stained and damaged in many locations, the towers certainly have a "Tower of Terror" look to them. Aside from aesthetics, the hot tub is green, and the walking and lap pool has algae on the walls.
The room itself had problems with baseboards coming away from the wall, the vents are full of mould and dust, the standalone dehumidifier which needs emptying several times per day was mouldy and the filter was caked with dust. There was pretty bad water damage on the walls. There is no handle in the door for the wet room and when you shower, the bathtub was super spongey, like you were going to go through the floor. In addition, the bathroom smelt like wet sewer on occasion.
All that said, my biggest issue was the “carpet”. The flooring was plastic weave squares which I’m assuming are easy to clean however our feet were black from dirt on the floor and the squares were all scratched up from suitcases. The room was far from cozy and I couldn’t help but feel a little unclean from my stay.
What takes the cake though, it when I went to check out, they had the audacity to charge me $60 for “damaged sheets”. There was no evidence of damage or stains (which there wouldn’t be since we didn’t harm any sheets) and no communication prior to checkout that they had concerns about it. They didn’t even change my sheets the entire time we stayed there, which was 5 nights. One day, we didn’t even get room service as they didn’t show up until after 4pm to clean the room after we'd returned from being out all day and were napping. I disputed the charge and after some hand wringing that took about 15 minutes too long, they removed it. I have to mention that the manager was shown the paperwork over at his little desk, and then about 5 minutes later, meandered over to the lobby desk and then spent another 10 minutes trying to figure out what to say. It was surreal. I was on my way to the airport, so I did not have time for it.

Huge resort with nice restaurants and amenities. However, for a place to stay while working, the location is too remote. Restaurants also close early. Would be nice to have a place to sit down, have a bite and a few drinks open later than 9:00 PM.

I am active duty military and I looked at a place to reside on Leo Palace grounds. I find the place very attractive; however, customer service is terrible. The place was not freshly painted, there were holes in the walls from previous tenants, appliances were dirty and washer stopped working, and the bathroom had black stains on the caulk. The rental office personnel insisted on telling me what they were not going to do.

If I had noticed these things prior to signing lease, I would not have moved here. I’ve been a home owner, landlord and I’ve cleaned professionally and usually a fresh coat of paint and caulk in the bathrooms are a gimme after a tenant moves out. Totally unacceptable for the amount of rent we pay as military members.

Sincerely,
Totally Unsatisfied Tenant