Novotel London West

Novotel London West 4 stars

Customer review rating (ALL Rating) 3.9/5 500 reviews

ALLSAFE approved hotel

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Description

Hotel extras

  • Flexible meeting space for up to 1,000 people

  • 240 parking spaces and 6 Coach bays - all chargeable services

  • Pet-friendly accommodation and facilities throughout

  • Three minute walk from Hammersmith Tube Station

  • State-of-the-art gym facilities for all guests

Hotel location

Novotel London West

1 Shortlands, Hammersmith
W6 8DR LONDON
United Kingdom

  • LONDON TRANSPORT:  9 OR 10 HAMMERSMITH

  • HAMMERSMITH STATION:  PICCADILLY LINE

  • HAMMERSMITH:  HAMMERSMITH

  • By plane

    LONDON CITY AIRPORT At 30km / 18 miles

  • By plane

    LONDON GATWICK At 50km / 31 miles

  • By plane

    LONDON HEATHROW At 21km / 13 miles

  • By boat

    DOVER At 128km / 80 miles

  • By boat

    FOLKESTONE At 120km / 75 miles

  • By helicopter

    CITY AIRPORT At 30km / 18 miles

  • By car

    M1, M4 At 0km / 0 miles

  • By car

    M20, M25 At 0km / 0 miles

  • By car

    M3 At 0km / 0 miles

  • By train

    HAMMERSMITH BROADWAY At 0km / 0 miles

  • By train

    LONDON ST PANCRAS At 6km / 4 miles

  • By train

    PADDINGTON At 8km / 5 miles

  • By train

    VICTORIA STATION At 8km / 5 miles

GPS:51.492115, -0.219759

Hotel services

Check-in from - Check out up to

In summary
On site
  • Car park
  • Restaurant
  • Wheelchair accessible hotel
  • Well-being
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms

Our accommodation(s)

Spacious, contemporary design and adaptable, the Novotel room is truly a place for living. Perfect for all your needs.

Our guest reviews

Our guest reviews for
Novotel London West

100% genuine reviews from our guests

Find out more

ALL Rating  3.9/5  500 reviews

TripAdvisor Rating  4.0/5  5,215 reviews

We were kept up half the night

Customer review rating 1.0/5

Anonymous Business - Confirmed reviews ALL

On the first night if the stay there was a party running to 1am on the floor immediately beneath us with music so loud that you could hear all the words of the songs. Apparently the receptionist was supposed to inform us at check in but the did not happen. Shockingly bad service.

Dear Geoff L., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relations Executive

Room not as requested and no one willing to help

Customer review rating 1.0/5

C. R. Families - Confirmed reviews ALL

Booked a family room I called and requested two adjoining rooms and a camp bed plus a double bed in one of the rooms as have three small children I was told perfect all booked after paying more for the stay. We arrive and are allocated two rooms not next to each other and no extra bed. They have now updated the T&Cs to say rooms may not be next to each other which totally defeats the point of offering family rooms I have been advised. No one helped, reception do not answer the phone and the hotel phone number not answered either. Not family friendly at all unfortunately.

Dear R. C., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Well located and clean rooms

Customer review rating 4.5/5

Snædis F. Friends - Confirmed reviews ALL

It’s very nice, the food was okay and the rooms where clean, loved that we had the option to ask them to not clean our room everyday

Dear Snaedis f. D., We very much appreciate your comments regarding your stay at the Novotel London West. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nertila Guest Relation Executive

Good room (junior suite)

Customer review rating 4.0/5

Sharon Friends - Confirmed reviews ALL

Check in was very bad. Slow, asked to wait 30 mins for room to be ready, then check in took 20 mins only to be given wrong room. That took another 30 mins to rectify. Only one or two people on reception knew what to do. Long queue. Everything else was good.

Dear Sharon S., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Good location, couple of issues

Customer review rating 4.0/5

Kyra Friends - Confirmed reviews ALL

Excellent location for Hammersmith Apollo, close to the underground stations too. Warm welcome, lovely room with nice touches; we had a lovely view, too. Great little collection of toiletries in the bathroom. But a few issues were noticed. On arrival to our floor there was dirty crockery with a partially eaten meal (we arrived approx an hour after earliest check-in time). It was still there when we checked out the next day. We had visited the Apollo and wanted room service on our return, as we'd not had chance to eat earlier. It was late at night, but it was claimed there was a 24hr service. First of all, our room phone didn't work. My friend went to the front desk to report the issue and ask to place an order. They refused to do this, but did send an engineer up with my friend to change the phone. My friend then tried to call room service. No reply, the phone just kept ringing. Both my friend and I kept trying for almost an hour, but only getting either an engaged tone (presumably others trying too), or just ringing and ringing with no answer. By the time we gave up it was past midnight; we were tired out and so went to bed hungry and disappointed. Our experience meant we weren't inclined to stay at the hotel for breakfast, but rather check-out and go elsewhere. It was a shame, as the room was really lovely and we'd very much been looking forward to our stay.

Dear Kyra F., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you and your friend will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Superior rooms are BASIC

Customer review rating 2.5/5

Sue Families - Confirmed reviews ALL

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....

Dear Sue m., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Nice hotel

Customer review rating 4.0/5

Scott Couples - Confirmed reviews ALL

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

Dear Scott D., We very much appreciate your comments regarding your stay at the Novotel London West. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We will address and resolve the shower problem with our maintenance team. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Erald Qose Duty Manager

Dirty Hotel Poor Service

Customer review rating 0.5/5

Roy H. Business - Confirmed reviews ALL

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

Amazing

Customer review rating 4.5/5

Anonymous Friends - Confirmed reviews ALL

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.

Dear Susan M., We very much appreciate your comments regarding your stay at the Novotel London West. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. In addition I would love to thank you for the suggestions with regards to the suggestions for facilities for disabled. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nertila Guest Relation Executive

Customer review rating 2.5/5

Jerome P. Business - Confirmed reviews ALL

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

Dear Jerome P., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. Cleanliness and hygiene are two of our highest priorities, and we take feedback like this very seriously. I’ve spoken with the head of our cleaning team to review our cleaning procedures and to make sure this doesn’t happen again. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Bad experience

Customer review rating 0.5/5

Huda B. Friends - Confirmed reviews ALL

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

Very nice location, pleasant stay and good conference facilities

Customer review rating 4.0/5

Sarah T. Business - Confirmed reviews ALL

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.

Room forgotten for service for 3 days

Customer review rating 2.5/5

Rev. B. Business - Confirmed reviews ALL

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

Dear Antoine B., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

well located for the conference

Customer review rating 3.0/5

Anonymous Business - Confirmed reviews ALL

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

Well located hotel

Customer review rating 4.0/5

Aida Families - Confirmed reviews ALL

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

A decent stay

Customer review rating 4.0/5

Anonymous Families - Confirmed reviews ALL

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.

Average hotel

TripAdvisor rating 3.0/5

Laura G TripAdvisor review

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 hotel in a perfect location for Apollo Hammersmith. Would recommend.

TripAdvisor rating 4.0/5

jocularjayne Business - TripAdvisor review

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.

Incorrect information provided & no residents bar

TripAdvisor rating 3.0/5

infoB6598KB Business - TripAdvisor review

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.

From good to bad

TripAdvisor rating 3.0/5

kensc0tt2022 Business - TripAdvisor review

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

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