OK stay. Staff in person are nice and efficient although I Could not get through to the hotel at all before the stay. The superior rooms are really basic. The beds were good and they had put in modern headboards in a very old fashioned room with artex on the walls and ceilings which had just had a paint. The carpets were filthy (they had been hoovered) with years of old stains and were very worn. For nearly £400 for two nights, this is not acceptable. I would recommend anyone going to a superior room to take slippers with them....

Very nice hotel, pleasant staff. Perfect for our trip to the Apollo. Only downside was the shower wasn’t very good. No pressure.

This is a poor hotel, staff don’t really care, rooms were dirty and on,y serviced once in my stay, not enough staff, been waiting 6 days for call from general manager

Overall very good could do with more facilities for disabled ( bed plastic sheets just in case of accidents. Bigger bags for disposal of pads that some disabled people have to wear. ) room not really big enough for me and wheelchair and carer. But I did enjoy my stay thank you.

very long check in and check out. room not cleaned on day 2

It was so bad, uncleaned room, stained carpets. No one to carry our luggage from to the room.

I was pleasantly surprised by the appearnce, location and facilities in the hotel. I especially liked the garden areas with seating and the informal bar/bistro on ground level. Breakfast was good food wise, but a silly scheme of sit where you like and no way to show the table is occupied. So every time I got up to use the buffet and get a cup of tea, cereal, more toast, I got back to find - either someone else in my seat or everything I was still drinking/eating cleared away! Very stressful when you don't have much time for breakfast. Should give everyone a card or marker that says 'in use' or 'finished', would solve this issue. also waste of staffs time to keep clearing away stuff that people are still using. i tried leaving my sunglasses as a marker but they got cleared away too. Staff on reception were polite but slow and seemed inexperienced.

Overall good stay but the room wasn't serviced for the 3 days I was there. Disappointing.

The stay was fine, but the room outdated and no cleaning service apparently during the day.

The hotel location is very good and can easily be reached by public transport. The room was clean and nice.

I am always very happy to stay at your but this time it was not quite up to the usual high standards. Would it be possible to explain why the room was not serviced on the Saturday morning ie. beds not made, and tea and coffee not replenished. I aware that these are minor complaints but I would them explained.

Nice location, reception renovated and very nice, but rooms are a bit outdated and the service was poor (no baby cot on arrival, not after the end of the day after asking reception, one day of no cleaning...).

A very quiet bedroom with triple glazing, spacious and clean. Bath wouldnt' empty and very narrow with no grab rails. Rock hard bed and pillows so didn't sleep well. Bar quite nice. Didn't eat here so cannot comment. Staff efficient and friendly.

We chose this hotel as it was hosting a convention so it would be convenient for us. Our first problem was when we arrived. We had paid for parking in our booking. We have a van and a few days before our check-in we called the hotel to ask if there were any height restrictions as if there were we would come by train. We were told there weren't any but when we arrived we weren't able to park as there definitely was a height barrier! However the gentleman on reception was helpful and as there were no coaches due he arranged for us to park there. Those answering the phone need to know the answers to questions like this. Had the hotel been busy with coaches we would have had a serious problem. The room was ok, a little tired for a 4 star hotel. We had a cup of tea from the hospitality tray and when I got to the end of the drink there was a sludge in the bottom of the mug which was rather unpleasant. Water leaked from the shower (which was in a bath) over the bathroom floor. Breakfast was adequate but not the best. The fried eggs didn't look fully cooked and the scambled eggs and hash browns were cold (this wasn't a late breakfast either) The bar area was attractive however we were very disappointed that no last orders were announced, the bar staff literally just switched the lights off at midnight. The bar was extremely busy at that point (at least 100 people were there). We could not believe that a large hotel in London would not continue to serve residents. Despite appeals to the team on reception to continue serving there were no more drinks available. We will be considering a Premier Inn next year for the convention as at least we will get what we expect. Disappointing experience.

I have been pleased to stay at several Novotel hotels in several countries and have become used to a good service for a reasonable price. In most respects I found this once again during my recent stay in the London West Novotel. The front desk staff were friendly and helpful, housekeeping staff did a good job and the rooms booked were in good condition. If left at that I would rate the hotel very highly. However when it comes to food and drinks the hotel fell to a VERY low standard. The bar staff were extremely unfriendly and closed the bar far earlier than I have come to expect for hotel guests. When then trying to order food and drinks from room service on one occasion I hung up after a 20 minute wait and the second time kept waiting for 1 hour without a response, whilst I ordered, had delivered and ate from Uber Eats. This is most certainly not acceptable and will definitely affect my choice of a hotel in the future. Kenneth Scott