Novotel London West

It’s a shame. It’s a lovely busking but every time I’ve stayed here something is broken or the room is just run down. It has the potential to be great but the upkeep needs attention.

I would love to give 5 star to Jeff. His service is the best.

I have been visiting this hotel every year for the past three years and I feel I know the property very well. I have approximately spent atleast 12,000 GBP in the last three years staying here.

It used to be an excellent, no-frills hotel that offered tremendous value. It was one of those rare properties that had it all i.e. spacious open seating, large multi-storey conference areas, a lively bar, excellent connectivity to both the London Underground and Heathrow Airport and two bus routes located right outside.

The reason I am writing this review in the past tense is because the hotel has sadly lost much of its glory. During my recent stay, I was genuinely shocked by the now terrible standards of service.

The biggest issue was the complete lack of responsiveness. No matter how many times I called the reception, housekeeping or room service, my calls just went unanswered. Nobody answers your call, no matter what. This happened repeatedly throughout my stay and is simply unacceptable for a four star hotel.

Another disappointing experience was with the minibar. At the time of booking and again during check-in, I was assured that my room would include a minibar as it had on every previous visit. However, when I checked into my room, there was no minibar. For the next two days, the staff themselves seemed unsure whether it would be provided before finally informing me that it would not be. This was despite the clear assurances given earlier.

Also, the situation with water is almost inhumane. We were three people staying in a room and they were giving us less than 1 liter of water per request. Can you imagine this? The booking mentioned that the room comes with complimentary water. Plus they provide water in a small paper carton box which renders it useless for re-filling. Last year, whenever we needed water, they used to give us a whole crate because it was saving their own time of bringing us water again and again in addition to avoiding the inconvenience to us. But this time, it was absolutely crazy. Adding to this, one the front staff representatives was acting pricey for giving us water as if he was doing us a favor, whereas it was in their own interest to give water in one single time to avoid multiple requests.

The breakfast was also very bad. During my seven day stay, the menu remained exactly the same every single day, without even a single dish being rotated or changed. Having to eat the same identical breakfast for an entire week was disappointing and did not meet the standards I expected. The taste is so stuck to me now even after a week that I feel like throwing up typing this.

While I could have overlooked some of these issues individually, what disappointed me the most was the complete lack of accountability towards customers. Over the past three years, I had developed a great deal of trust in this hotel because of the consistent experiences. Unfortunately, this latest stay has completely changed my perception and I don't see myself staying at this hotel anytime soon.

I think because of their advantages of connectivity and conference spaces, they will probably not feel the burn of the lack of accountability. But no matter what, they will not get any business from me.

Very efficient checkin, friendly staff

CONFORT DE LAS HABITACIONES

Location is good, not far from Hammersmith station.

객실이 크고 조식이 좋음.
Underground 역이 가까이(5분내) 있어 교통이 편리함.

Location is really good. Metro station is just 8 mins walk away. With just 1 metro, you can go everywhere.

The hotel was very clean and well maintained, which I really appreciated. The staff seemed a bit tense at times and were not as warm as I expected, but everything remained professional. Overall, it was a correct stay and a good experience.
Visit from 07 06 2026 to 12 06 2026

Well located to my office. Alot of good restaurants walking distant. Close to the underground. Made use of the fitness center. Will definitely recommend and revist.

Everything was a fantastic hotel

The service from the whole team as we used two large rooms for training on floor 2 today was outstanding - the facilities, reception, catering teams all contributed above and beyond our expectations. Thank you so much