The Leonardo Hotel Liverpool has garnered a mixture of feedback from its guests, suggesting a reputation that has elements of both satisfaction and dissatisfaction among its clientele. The location of the hotel is consistently praised, being in proximity to M&S Bank Arena and the Albert Dock, which enhances its appeal for those interested in convenient access to nearby attractions. The breakfast offerings receive positive remarks, noted for its quality and variety, while the staff is frequently acknowledged for their friendliness and helpfulness. However, there are several recurrent criticisms that diminish the overall customer experience. Issues such as poor room ventilation, lack of heating, non-functional bathroom fixtures, and inadequate cleanliness are common themes. Furthermore, some guests have reported difficulties with room amenities and services, such as problematic key cards and unsatisfactory responses to complaints. The juxtaposition of a great location and good service against operational shortcomings and cleanliness issues forms the critical nexus influencing the company’s reputation.