Novotel London West 4 stars

Stayed here for one night in February 2023. On arrival the hotel was busy as there was an anime convention on the same weekend. I'd booked and accessible room as I have mobility issue. From the car park to the room is completely step free access and the bathroom was well equipped with grab rails and perching stool. However the room its self was quite small so it was a struggle to find space for my mobility scooter. You will definitely struggle if you are in a wheelchair. I did mention this to the hotel and they suggested next time I might consider booking a suite, which I'm sure I would have to pay extra for. We decided to ask reception to book us a taxi that evening to take us to the Royal Albert Hall. This was a mistake! Oddly the receptionist had never heard of the Royal Albert Hall even though it is a major tourist attraction that is located 10 minutes away by car and I had to show her on google maps where I wanted to go. We were told that we just need to come to the foyer when the taxi was due and the driver would meet us. We alerted the reception staff when we arrived and again were told just to wait in the foyer. When the taxi was 15 minutes late we managed to get the reception staff to ring the taxi and apparently we were standing in the wrong area of the foyer! This ended up with is us being 20 minutes late for our dinner reservation. And the taxi cost us £20! Honestly, we should have just got an Uber, it's far simpler and half he price! In general the hotel its self is clean and the rooms are average. The bar area is quite pretty and it wasn't crowded. For a busy hotel it wasn't noisy in the evening. The beds are ok but not the comfiest. I don't think I'd stay here again next time I visit London though. Finally the parking is extortionate but if you do use it, don't forget to get the hotel to validate you ticket which will reduce the price slightly.

We came at 7am without a booking. They helped accommodate us even though the hotel waa fully booked The location was great for us. Using transportation we arrived everywhere we wanted really fast. You have everything you need 5-10 min walk away We will come back for sure!!

Nobody knew what they were doing. Extra charges added to the room and taken without permission. Initially told it was the room rate, then transpires that breakfast has been added and charged. Meat served to a vegetarian. Then 40 minutes taken to resolve. The staff just weren't bothered. Venue is well located and had good facilities but staff were terrible.

Difficult to get hold of staff on telephone that take ownership of your enquiry. Parking was promised and then not available upon check in.

Hotel overly hot with no ability to turn off heater. Non existent water pressure. Had to wash hair in bath as impossible to do with shower trickle. Staff seemed under-trained, definitely not able to handle the number of guests. Soon check in was asked for email without any explaining this was to sign up for Accor account. (Which I am already a member of). Felt underhanded and sneaky. No toiletries. Had shampoo, but no conditioner, when I queried with guest relations, they said it was two in one. Later asked house keeping who provided me with conditioner. More training and less making up answers required for customer facing staff. Heard nothing but complaints from others at my convention. Expected more.