레오나르도 프리빌레지 에일라트 호텔

We booked to take our grandchildren and their parents to this hotel for a short all inclusive break. After booking we received a communication in Hebrew which (as native English speakers) we finally worked out meant that the pool was out of service for our stay. I wrote to the hotel in English asking if there was any arrangement for nearby pool access and if there was, would there be any refreshments at the alternative pool. Having asked no less than 5 times and been ignored, I asked the Leonardo Advantage Club (we are members and have visited this hotel twice previously) the same questions 3 times - and was ignored as before. I then escalated this matter to senior Leonardo staff via personal contacts only to be told that whilst an adjacent hotel pool was available no refreshments would be available to us at the neighbouring pool. I would also add that the hotel exuded an air of tiredness and lack of maintenance. The dedicated children's area lacked the basic safety standards that exist in Europe. The communal areas, particularly the hallways in the accommodation blocks had dangerously cracked and uneven tiling. I personally saw one child trip headlong over an uneven floor. Had the child been mine I would be taking legal action against the hotel. I could add other maintenance issues with our rooms but I feel enough has been said. As I said above, we visited the hotel twice in the past but to be ignored in this way so many times when asking a simple question leaves me with no option but to conclude that customer service and safety within the Fattal is purely a fiction. This is no way to provide customer service and this chain has lost both our custom and that of our extended family who were disappointed by what should have been a great family vacation. I cannot in any way recommend this hotel and in view of our overall poor experience it is difficult to justify more than an overall score of 2/5 - and in that I feel I may be overgenerous.