Disappointing stay. I’ve been a loyal Expedia customer for nearly two decades. I am a current Platinum OneKey member and choose VIP Access hotels for the additional perks as advertised on the Expedia site. I booked a standard King room at the Leonardo Hotel based on a previous positive experience in April 2025, when I received a complimentary upgrade and free access to the minibar. This time, however, I was given an accessible room upon check-in without notice, even though other rooms were available. I was eventually reassigned to a regular room upon request. Neither the hotel nor Expedia customer service honored the advertised Platinum perks, which were supposed to include benefits such as free breakfast or parking, complimentary room upgrades, early check-in, and late check-out. I was told by both the hotel and an Expedia representative that my status “does not amount to anything.” The hotel’s member rate is about 20 percent higher than Expedia’s, so there’s no value in booking direct. There are many excellent hotels at Heathrow for an overnight stay, so avoid the Leonardo Hotel if you can. Zero stars for customer service. Misleading advertisement at its best. Overall, a very poor experience.