Dorsett Shepherds Bush London

Do not book to stay at this hotel! I came to stay with my 2 teenage daughters. We were going to the harry styles concert and thought this would be a great hotel for local places we wanted to visit. On checking in we were informed that the room had only been set up for 2 people and not 3 but not to worry because while we were out that the room would be made up for 3 people. On arriving back at the hotel around 12.15 am we realised the room was still only for 2 people. We went to reception and we told someone would be up with another bed in 5-10 we waited over half an hour. They brought up no bedding and we were told they would be straight back with it. We waiting another half an hour for the bedding this was at 1.30am now!!! The next morning the receptionist was really rude to me. They hadn’t given me breakfast vouchers and I had to wait in a really long queue at reception again. my 2 daughters couldn’t even get up for breakfast as they were so tired given the late night. The aircon in the room wasn’t working it was so hot. There were cracked tiles on the bathroom floor that I cut my toe on there was peeling paint on the ceiling in the room looked like there had been a leek that they hadn’t fixed. I’ve sent an email to explain my concerns and I’ve heard nothing back at all. The hotel offered me 20% discount which I thought was unacceptable. All in all a terrible stay and I would never stay here again.

We stayed at the Dorsett Hotel London (Shepherd's Bush) from 26–29 June. On arrival, the air conditioning wasn't working and the room had no window either, making it unbearably hot. I have a heart condition, and staying in these conditions was genuinely unsafe for me, not just uncomfortable.

The hotel had no alternative rooms available. Unable to sleep and concerned about my health, we had no choice but to check out between 2am and 3am on 27 June, cutting our stay short.

To the hotel's credit, the night duty manager acknowledged the issue and told us a full refund had been authorised and was being sent back to our booking agent. However, despite multiple phone calls and emails over the following weeks asking the hotel to simply confirm this in writing, we received no response. This made it very difficult to resolve the refund with our booking agent, who needed the hotel's confirmation to process anything.

The room itself, air conditioning aside, was fine, if not a little unclean — this review is specifically about the lack of a working cooling system, the safety implications of that for someone with a health condition, and the hotel's failure to follow up on a refund their own staff verbally agreed to.

If you're booking here in warmer months, I'd strongly recommend confirming directly with the hotel that air conditioning is genuinely working in your specific room before you travel.

This has been, without question, the worst hotel experience I have ever had in London. I travel to London at least three times a year, and for this trip my parents and I decided to stay at the Dorsett Shepherd's Bush for a change. It turned out to be the biggest mistake of our holiday.

The most serious issue was that the air conditioning in our room did not work. When I reported it at around 10:00 pm, I was simply told there were no technicians available and that someone would come the following morning. For a hotel that claims to be a four-star property, this is completely unacceptable. Are guests seriously expected to spend the entire night in an unbearably hot room? The only solution offered was a single small fan for three adults, which was nowhere near adequate.
I suffer from migraines that are triggered by heat, and ever since checking into this hotel I have had a constant migraine. What was meant to be a relaxing holiday has instead been ruined because of the hotel's failure to provide a basic amenity that every guest expects.

The poor service didn't stop there. Every day we had to call reception to request simple items such as moisturiser, tea and coffee that should have been replaced during housekeeping. Every time we were told, "Yes, we'll send them up," yet they never sent until we went up to the reception and waited till they sent it. The lack of urgency, communication and basic customer service was astonishing.

What makes this even more disappointing is that this stay was planned well in advance and paid for in full months before our arrival. If the hotel already knew there were ongoing issues with the air conditioning, the least they could have done was inform guests before arrival and give them the opportunity to cancel or change their booking. Instead, we were left to discover the problem ourselves after checking in. There was no apology, no meaningful attempt to resolve the situation, no compensation and no offer of a refund for the inconvenience.
We had originally considered booking one of the hotel's suites, and I am incredibly relieved that we didn't.

I genuinely cannot understand how this hotel maintains a four-star rating when it struggles to provide even the most basic expectations of a hotel stay. Air conditioning, prompt maintenance and responsive customer service are not luxuries—they are essentials.

I would never stay here again, and I certainly would not recommend this hotel to anyone. If you're looking for a comfortable, stress-free stay in London, I strongly suggest choosing another hotel. This experience completely ruined what should have been an enjoyable holiday.

I understand that the air conditioning is not functioning in any of the rooms. However, this issue has existed since I checked in, and simply apologising for the inconvenience is not an adequate solution.

The lack of air conditioning has made my stay very uncomfortable, especially given the current weather. I would appreciate it if you could explain what action the hotel is taking to resolve this issue and when it is expected to be fixed.

If the problem cannot be resolved during my stay, I would like to discuss appropriate compensation, as the room was not provided with the advertised facilities.

Very stylish, welcoming and comfortable

Good location

Dorsett Shepherds Bush London
Air conditioning not working, window can’t open, so the room is very hot and uncomfortable, even thought they prepared fans . I was informed that the air conditioning has been out of order for more than two weeks and it seems that all rooms having the same problem, some get refunded and change to others hotel, unfortunately all nearby hotels have been fully booked. We never received any notice before we check in. We have to continue suffering with the situation until end of the month . So disappointed and will not recommend and will not come back again.

Disappointing. The room was comfy, bed comfortable but the shower drain stank of rot and it was incredibly hot in the room with no access to fresh air. We had specifically asked at reception if the air con was working and were categorically told it was, although not as efficient as usual. They offered to bring fans up to the room. We asked for 2. They were never delivered to the room and we stayed for 2 nights. The room was stifling.
Breakfast was included but we felt it was poor considering how much we paid for the break. Other guests were touching food items such as bread with their bare hands which was very off putting. We felt the quality of the food was not great.
Having said that, staff were polite and helpful, apart from the air con farce. We wouldn’t revisit

Familiar with the hotel

Location is very good, nice staff and nice clean room.

Sadly disappointed and wanted to avoid writing a review but they have ignored 4 attempts to discuss our experience.

We recently stayed at the Dorsett Hotel Shepherds Bush for a visit to Wimbledon.

I don’t usually complain and like to resolve things privately but we experienced a number of issues that were frankly disappointing having spent so much for our stay.

Firstly, on arrival we were met with exceptionally long queues at reception, with only one member of staff, Twinkle, appearing to manage check-ins, enquiries and other reception duties. Whilst she worked extremely hard and remained professional throughout, it was clear that the reception was significantly understaffed. Many members walked by as people queued and become irritable. I also noticed a number of guests making complaints and changing rooms.

Unfortunately, the issues continued with our accommodation. We initially had to move rooms because the air conditioning in our first room was not functioning properly. In both Room 122 and Room 208, the bathrooms had a noticeable smell of mould, which was unpleasant and not what we would expect from a hotel of this standard.

In addition, our room was not serviced during our stay despite us specifically asking a cleaner to return later as there was no “Please Make Up Room” sign available to hang on the door. We therefore returned to an uncleaned room with no fresh towels or replenished amenities - it was late in the evening so we just went to bed.

The breakfast offering was also extremely disappointing in terms of both quality and overall experience, falling well below expectations. The tables were not attended to and the food was either over cooked (bacon all stuck together) or undercooked (sausages looked microwaved).

Finally, I was disappointed to find that a service charge had been added to my card unnecessarily and without explanation, this was subsequently removed but clearly unnecessary and left a bitter taste due to our experience.

We were unable to raise these matters during our stay as we were extremely short of time before departing and, unfortunately, the reception queue was once again very lengthy, making it impractical to wait to speak to someone before leaving.

Taken individually, some of these issues may have been manageable, however the cumulative effect significantly impacted our stay and did not represent the standard of accommodation and service we had paid for or expected.

Again I would reiterate that I would have dealt with this privately but have been repeatedly ignored.

The location was good for what I needed and close to a tube station.
For London the room was very spacious

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