Leonardo Plaza Hotel Jerusalem

The location was close enough to the old city to walk to. That’s the only plus point.

Being made to wait until 7pm to check in on arrival. Dirty and torn sheets which were not changed even after 3 separate requests. We had to speak with the manager for them to be changed. Our entire group was given twin rooms despite booking - and paying extra for - doubles. Safes broken in two of the rooms, one was never fixed. Doors access cards did not work and we had to be let into our rooms by security each night which took up to 30 mins. Each night! Bathrooms were dirty and toiletries not replenished. Water was not replenished in two rooms but it was in one room. When we asked for water the receptionist said she would charge for it! Staff made zero efforts to address any of the issues despite repeated requests - only speaking with the duty manager got us clean bed linens. Mattress springs poking out on the the side of the bed and I cut myself on it. Receptionist, Tehila, actually sneered and shrugged when we said we were disappointed and unhappy that things were not being fixed in our room. And said: ‘it’s not for me to do’ Stale sandwich for 12gbp when we had to wait for almost 2 hours to be checked in. Rooms were dated, bathrooms were dated and dirty. Nothing like the photos online. Terrible value for money and if this is a 5-star hotel then I’m Donald Duck.