Leonardo Plaza Hotel Jerusalem

Unfortunately, this was one of the most disappointing hotel experiences we've ever had, and certainly not what we expected from a 5-star hotel. The problems started at check-in. We were told we would receive a message when our room was ready, but no one ever contacted us. After spending time exploring Jerusalem, we returned to the hotel only to find out they had simply forgotten to notify us. When we asked about the pool, we were told it closes at 5:00 PM. Since we didn't receive our room until around 4:00 PM, we barely had any opportunity to use one of the hotel's main facilities. For a 5-star hotel, this is very disappointing. At around 5:30 PM we tried to rest in our room, but there was loud construction noise coming from the room above us, including drilling and hammering. We reported it to the front desk, and the manager, told us he would take care of it. Unfortunately, the noise continued. We have videos documenting the disturbance. The cleanliness was also below expectations. Some of the coffee sachets in our room had already been opened before we arrived, which raised serious concerns about the room preparation and housekeeping standards. Before breakfast we informed the staff that my wife is vegan, and we were assured there would be suitable options. When we arrived, we were told that all the vegan cheese had already run out. To make matters worse, there were rotten cucumbers at the salad station, and we have photos documenting that as well. During check-out, Fadi told us that the hotel manager would contact us on Sunday regarding our complaints. No one ever called, emailed, or followed up in any way. This wasn't a single mistake—it was a series of failures: poor communication, construction noise during guest hours, poor housekeeping, disappointing breakfast service, and a complete lack of follow-up after we raised our concerns. We expected much better from a hotel that advertises itself as a 5-star property. Based on our experience, we cannot recommend staying here, and we certainly will not be returning.