Novotel London West 4 stars

Customer review rating (ALL Rating) 4.1/5 3,724 reviews

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Novotel London West - Image 1
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Novotel London West - Image 3
Novotel London West - Image 4
1 Shortlands, Hammersmith, W6 8DR LONDON, United Kingdom

Description

Hotel extras

  • A 5-minute walk to Hammersmith station for access to Central London and Heathrow Airport

  • On-site parking for 240 cars & 6 coach bays

  • Pet-friendly rooms available

  • Well-equipped gym, guest exclusive

  • 40 flexible event spaces for up to 4,000 attendees

Our accommodation(s)

Book this hotel
Room 1
See availabilities

Room

Superior room with Twin Beds

Photo out of - Superior room with Twin Beds

Enjoy modern decor and ergonomic comfort. Twin beds, ensuite bath or shower, large flexible work area, 55inch LCD TV, free WIFI, hairdryer, iron, safe, tea and coffee. Up to 2 people maximum.

  • Views:

    City View or Courtyard View

Max. number of persons
2
Area
From 24 m² / 258 sq ft

Bedding

Twin bed(s) x2

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini-refrigerator
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
  • 2 pers. max
  • 24 m² / 258 sq ft
  • Bedding 2 x Twin bed(s)
  • Views: City View or Courtyard View
See availabilities

Accessible rooms feature alarm cords, shower, bathroom grab rails, accessible bed, wardrobe, mirror and writing facilities. Audible, visual and vibrating fire alarms on request. Up to 2 people maximum.

  • Views:

    City View or Courtyard View

Max. number of persons
2
Area
From 23 m² / 247 sq ft
Accessibility
Accessible room

Bedding

Single bed(s) x2

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini-refrigerator
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Accessible bathroom
  • Bathroom doors 32 inches wide
  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room
  • Visual alarm for hearing impaired

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 110/120 V AC
  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

Enjoy modern decor and ergonomic comfort. 2 Single beds and Single Sofa bed, ensuite bath or shower, large flexible work area, 55 inch LCD TV, free WIFI, hairdryer, iron, safe, tea and coffee. Up to 3 people maximum

  • Views:

    City View or Courtyard View

Max. number of persons
3
Area
From 25 m² / 269 sq ft

Bedding

Single bed(s) x2

Single sofa bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini-refrigerator
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 110/120 V AC
  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

Enjoy modern decor and ergonomic comfort. Queen bed, ensuite bath or shower, sofa bed, large flexible work area, 55inch LCD TV, free WIFI, hairdryer, iron, safe, tea and coffee. Up to 3 people maximum.

  • Views:

    City View or Courtyard View

Max. number of persons
3
Area
From 25 m² / 269 sq ft

Bedding

Queen size bed(s) x1

Single sofa bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini-refrigerator
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 110/120 V AC
  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

Enjoy modern decor and ergonomic comfort. Queen bed, ensuite bath or shower, sofa bed, large flexible work area, 55inch LCD TV, free WIFI, hairdryer, iron, safe, tea and coffee.

  • Views:

    City View or Courtyard View

Max. number of persons
4
Area
From 24 m² / 258 sq ft

Bedding

Queen size bed(s) x1

Double sofa bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini-refrigerator
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

All our Executive rooms features with added products and services. Coffee machine, Ipod docking station, extra bathroom amenities, bathrobe and slippers, free WIFI and complimentary water. Up to 2 adults.

  • Views:

    City View or Courtyard View

Max. number of persons
2
Area
From 24 m² / 258 sq ft

Bedding

Queen size bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini-refrigerator
  • Espresso machine
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathrobe
  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Slippers
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

All our Executive rooms features with added products and services. Queen bed, Sofa Bed, Coffee machine, Ipod docking station, extra bathroom amenities, bathrobe and slippers, free WIFI and complimentary water. Up to 3 people maximum.

  • Views:

    City View or Courtyard View

Max. number of persons
3
Area
From 25 m² / 269 sq ft

Bedding

Queen size bed(s) x1

Single sofa bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini-refrigerator
  • Espresso machine
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathrobe
  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Slippers
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 110/120 V AC
  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

Located on the highest floor, a modern design with home comforts. Enjoy the 55" inch TV, free WIFI, iPod docking station, Nespresso machine, safe, extra amenities, bathrobe and rain shower. Up to 2 people maximum

  • Views:

    City View or Courtyard View

Max. number of persons
2
Area
From 24 m² / 258 sq ft

Bedding

Queen size bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini Bar
  • Mini-refrigerator
  • Nespresso machine
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathrobe
  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • Data port in room
  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Slippers
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

Located on the highest floor, a modern design with home comforts. Enjoy the 55 inch TV with media hub, free WIFI, iPod docking station, Nespresso machine, safe, extra amenities, bathrobe and rain shower. Max 3 adults or 2 adults and 2 children

  • Views:

    City View or Courtyard View

Max. number of persons
4
Area
From 24 m² / 258 sq ft

Bedding

Queen size bed(s) x1

Double sofa bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini Bar
  • Mini-refrigerator
  • Nespresso machine
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathrobe
  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • Data port in room
  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Slippers
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

The Suite includes a bedroom, living room and bathroom. It offers comfortable and flexible facilities, 2 Flat Screen TVs, Nespresso machine, iPod docking station, extra bathroom amenities, bathrobe and slippers and free WIFI. Up to 2 people maximum.

  • Views:

    City View or Courtyard View

Max. number of persons
2
Area
From 39 m² / 419 sq ft

Bedding

King size bed(s) x1

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Bottled water
  • Kettle
  • Mini Bar
  • Mini-refrigerator
  • Nespresso machine
  • Complementary in room coffee or tea

Bathroom

Bathroom Facilities

  • Bathrobe
  • Bathroom products
  • Mirror

Media And Technology

Internet Facilities

  • High speed internet
  • Wireless internet in your room

Tv Facilities

  • Satellite/cable colour TV
  • 55'/140 cm screen
  • LCD screen - Liquid crystal display

Service And Equipment

Accessibility And Security

  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Phone light for hearing impaired
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Bedding and towel
  • Blackout curtain
  • Blackout Facilities
  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Slippers
  • Soundproof doors
  • Soundproof room

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Temperature Air Control

  • Air cooling system

Working Area

  • Business Desk
See availabilities

Hotel location

Novotel London West

1 Shortlands, Hammersmith
W6 8DR LONDON
United Kingdom

GPS:51.492115, -0.219759

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
  • 630 rooms
  • 8 rooms for people with reduced mobility
  • 374 family rooms
  • 12 connecting rooms
  • 630 non-smoking rooms
  • 9 floors

Languages spoken at the hotel

  • Arabic
  • Brazilian
  • English
  • Spanish
  • French
  • Italian
  • Portuguese

Reduced mobility Facilities

100% Non Smoking Property

Elevator to all floor

Wi-Fi

  • High Speed internet
  • High Speed WiFi
  • WiFi at the hotel
  • WiFi in the communal areas

Check In & Check-out facilities

  • Express check-in
  • Express check-out
  • Late Checkout

Pets

Pets allowed Additional charge

Catering

2 Restaurants

One Bar

Room service

  • Cold snacks
  • Hot meals

Breakfast

  • Buffet Additional charge

Business

40 Meeting rooms

Family

Equipements for children

  • Bottle Warmer
  • Stroller available

Services for children

  • Board games available
  • Green area
  • Tourist guide for families

Well-being

In balance @ Novotel

  • On site
  • On site
  • Indoor parking
  • Private
  • 240 parking spaces
  • Parking opened 24/7
  • Max Limited Height: 1.8 m / 5.9 ft

  • Parking pricing: 47.35 € 40 GBP Per day
  • Parking for a month
  • Parking for a week

Services & equipment

  • Stairs

Vehicles

  • Bus parking

Security

  • Extinguisher
  • Sprinkler
  • Controled access parking
  • Parking equipped with lights

Accessibility

  • Elevators
  • Accessible parking

AROMA RESTAURANT

Photo out of - AROMA RESTAURANT

Aroma Restaurant is open daily for breakfast and dinner. Join us in stylish surroundings and pull up a chair for a delicious meal, anytime of the day. Our modern Hammersmith hotel restaurant boasts an international menu with options for all.

Cooking style
International
Capacity
210
Accessibility
Accessible service
1 Shortlands, Hammersmith, W6 8DR London, United Kingdom
Telephone +44 20 8237 7522
Menu PDF

Other informations

Services

  • Air conditioning
  • Wheelchair access
  • Free Wireless internet (WiFi)
  • Booster Seats available (for Baby)

Payment

  • Credit card
  • Apple Pay
  • Contactless

Credit cards

  • American Express
  • Mastercard
  • China UnionPay
  • Diners Club
  • JCB
  • Maestro
  • Visa

Wine and other drinks information

  • Apéritif
  • Wine by the glass available
  • Soft drinks
  • Digestifs

Accommodate food

  • Children menu
  • Gluten-free menu
  • Vegetarian menu

Aroma Restaurant is open daily for breakfast and dinner. Join us in stylish surroundings and pull up a chair for a delicious meal, anytime of the day. Our modern Hammersmith hotel restaurant boasts an international menu with options for all.

Our Mirrors Bar and Terrace is the heart of the hotel, with a warm and inviting atmosphere and indoor and outdoor seating to cater for all weather. Order international dishes, bar snacks, beer, wine, spirits or cocktails and relax.

For our guests who wish to maintain their fitness regime, whilst away from home, our well-equipped 'In Balance' Fitness Suite is the perfectly convenient place to train.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.1/5  3,724 reviews

Customer review rating 2.0/5

Charles S. Couples - Confirmed reviews ALL

Customer review rating 2.0/5

Cem O. Couples - Confirmed reviews ALL

Customer review rating 2.5/5

Christopher B. Business - Confirmed reviews ALL

Customer review rating 3.5/5

David E. Business - Confirmed reviews ALL

Customer review rating 0.5/5

Ahsan H. Business - Confirmed reviews ALL

Customer review rating 2.0/5

Cem O. Couples - Confirmed reviews ALL

The hotel's location and general condition are good, but the rooms—especially the bathrooms—are very outdated. This poor condition of the rooms was certainly not apparent from the photos. When we flushed the toilet in the room, the water overflowed.

Customer review rating 2.5/5

Christopher B. Business - Confirmed reviews ALL

Location was great to able to walk into Hyde Park or catch the underground with a very short walk. Price was very expensive for a dated room, old temperamental shower, stained carpets and thin walls. You could hear every conversation the neighbours were having. Breakfast was good value, gym was good size and quality of equipment just a shame about the total price for how old the room was, although it was a very big room.

Customer review rating 3.5/5

David E. Business - Confirmed reviews ALL

Public areas are nice, staff all really good, but the bedrooms are just a little bit tired now.

Customer review rating 0.5/5

Ahsan H. Business - Confirmed reviews ALL

My stay at Novotel London West from 1–4 October 2026 was one of the most disappointing hotel experiences I have had. What should have been an enjoyable visit to London for the BOPA 2026 oncology pharmacy conference was overshadowed by incorrect billing, contradictory information, poor communication, cleanliness concerns and an exceptionally frustrating complaints process. Misleading information before arrival Before booking, I contacted the hotel to discuss early check-in, late check-out and the half-board arrangements. I was verbally assured that additional meals would be available on my arrival and departure days and was given information about the evening meals without any mention of a £45 spending cap. However, when I arrived at approximately 2pm on 1 October, reception informed me that these arrangements would not be honoured unless I could provide written proof. I was effectively told that, because I had not recorded the name of the employee I originally spoke to and there were apparently no internal notes, nothing could be done. I found this attitude particularly disappointing. Guests should be able to rely on information provided directly by hotel staff without having to document every conversation themselves. There was also confusion amongst staff regarding the dinner allowance, with £30 initially mentioned before being corrected to £45. Incorrectly charged £134.50 for meals already included Despite booking half board and being reassured at check-in that my evening meals would be covered, I discovered at checkout that I had been charged separately for all three dinners: * 1 October: £45 * 2 October: £45 * 3 October: £44.50 I paid £833.14 when, excluding these incorrect charges, the amount should have been £698.64. Following my complaint, the Assistant Front Office Manager, Ullysius Cabral, eventually confirmed in writing that my reservation included half board and that all three evening meals had been charged separately in error. A refund of £134.50 was subsequently promised. While I appreciate this acknowledgement, refunding money incorrectly taken is simply correcting an error, not compensation for the inconvenience caused. An unnecessarily stressful checkout On Sunday, 4 October, I raised the billing error at approximately 8am. I was instructed to return to reception at 9am because the matter needed to be discussed with reservations. I had already purchased tickets for Thorpe Park and needed to depart early. Nevertheless, I rushed my breakfast and returned at 9am as instructed. I was then informed by another member of staff that reservations would not be available until Monday morning! After further discussions, including with the duty manager, I was reassured that the matter had been escalated urgently and would be addressed the following morning. I eventually left the hotel at approximately 9:30am. Combined with the subsequent traffic, this contributed to us arriving at Thorpe Park around midday, significantly reducing the time available for an activity we had already paid for. All of this inconvenience arose because the hotel had incorrectly charged me for meals that were already included in my booking. Repeated broken promises and poor complaint handling Unfortunately, the situation became even more frustrating after checkout. Despite assurances that the problem would be dealt with on Monday, 5 October, I received no promised update. I had to telephone the hotel repeatedly, endure lengthy periods on hold, explain the same issue to multiple employees and be transferred between reception, central telephone services and reservations. On one occasion, I was promised a callback that never materialised. On another, I was assured that written confirmation would be emailed within minutes. That email never arrived either. Eventually, I was told the matter required investigation and that I would receive a response within 24 hours. I found it astonishing that correcting an obvious billing error required so much effort from the customer. What made the experience particularly disappointing was not simply the initial mistake, but the repeated assurances that were not followed through. Housekeeping and maintenance concerns There were also issues with the room itself. From my observations, the bedsheets and pillowcases were not changed during my three-night stay. There was also mould-like discolouration around the shower silicone/grout and visible damage near the bottom of the bathroom wall. On another occasion, I requested a complimentary toothbrush and toothpaste from reception, only to have to contact them again because my original request had apparently been forgotten. I initially overlooked these matters because I wanted to concentrate on enjoying my trip. However, when considered alongside everything else, they contributed to an overall disappointing experience. Unresolved deposit and incomplete resolution In addition to the incorrect meal charges, a separate £100 Novotel transaction appeared in my banking application. At the time of my complaint, I had not received satisfactory confirmation explaining whether this was a pre-authorisation, whether it had been released or when the funds would become available. I also requested a corrected final invoice reflecting the admitted billing error, which had not been provided at the time of writing. Although management eventually apologised and confirmed that the £134.50 meal refund was being processed, my request for additional goodwill compensation and a full explanation of the service failures had not been substantively addressed. Overall verdict I recognise that mistakes can occur in any hotel. What distinguishes good customer service is how those mistakes are handled. Unfortunately, my experience at Novotel London West involved conflicting information, incorrect charges, unnecessary delays, repeated chasing and a lack of effective ownership of the complaint. I spent considerable time trying to resolve something that should have been dealt with promptly and professionally. For a major international hotel brand, I expected substantially better communication, accountability and customer care. The location may be convenient, particularly for Olympia London, but location alone cannot compensate for the experience I had. I sincerely hope senior management reviews these issues, improves staff communication and billing procedures, and ensures that future guests do not encounter the same problems. Based on my experience, I would struggle to recommend Novotel London West or place my trust in booking with this hotel again.

Customer review rating 5.0/5

Julie-anne B. Business - Confirmed reviews ALL

Bed was comfortable, room was quiet despite being a very large hotel at a busy location. Toiletries were good. Room was clean. Tea and coffee making facilities all good. Iron and ironing board in room too which was needed and so very welcome.

Customer review rating 5.0/5

Christian F. Business - Confirmed reviews ALL

Beautiful hotel, from the staff greeting to the cleanliness of the hotel room it’s faculties are superb, received an upgrade with free treats in the mini bar and bathroom goodies, nothing was to much trouble and then breakfast was excellent would highly recommend

Customer review rating 3.5/5

Craig M. Solo - Confirmed reviews ALL

Great location. Room was very dated and mould in the bath/shower and taps looked like they had soup stains. The sink smelt dirty and took a long time to drain

Customer review rating 4.5/5

Darren H. Solo - Confirmed reviews ALL

Room was very clean and comfortable and it was nice to have soom complimentary water in the room fridge. Nice touch

Customer review rating 1.5/5

Adebimpe A. Business - Confirmed reviews ALL

The customer service was totally poor. Some of the receptionists were very rude and attitudinal. I am not asking for special treatment, I just want my money's worth.

Customer review rating 2.0/5

Rebekah B. Solo - Confirmed reviews ALL

I stayed here as I was an event at the Eventim Apollo. The room was expensive, almost £300. My room was dated, the carpets were stained, the plug sockets didn't work. The breakfast was cold, I asked two different people where the sauces were, both told me 'in the corner' but there was nothing there, and when I asked the person to come and show me and he too found there was nothing there, he just stood there and stared at me. By which time my food had gone cold. Check out was a 12noon, yet when I was in the shower at 9:30am I had housekeeping try to come in - luckily I had the chain put across the door so they couldn't walk into the room. All in all a very disappointing experience given the price I paid.

Dear Rebekah B., Thank you for taking the time to share your feedback regarding your recent stay with us. I sincerely regret to learn that your experience did not meet your expectations and appreciate your insights as they are invaluable for our continuous improvement. I understand your concerns regarding the condition of your room and the issues you faced with the breakfast service. It is our priority to provide a comfortable and enjoyable environment for our guests, and it appears we fell short in these areas during your visit. I will ensure that your comments regarding the cleanliness and functionality of the room are addressed with our maintenance team. Furthermore, I apologize for the confusion regarding the breakfast condiments and the interaction with our staff. This is certainly not reflective of the standard of service we strive to uphold. Lastly, I regret the inconvenience caused by housekeeping attempting to enter your room before check-out time. We take guest privacy very seriously, and I will reinforce our policies with the team to prevent such occurrences in the future. Kind regards, The Novotel London West Team

Customer review rating 5.0/5

Clive N. Couples - Confirmed reviews ALL

Lovely staff, comfortable hotel, everything you could wish for

Dear Clive N., Thank you for your kind words regarding our location, staff, and comfort. We are delighted to hear you enjoyed your stay and found everything to your satisfaction. Your feedback is greatly appreciated, and we look forward to welcoming you back in the future. Kind regards, The Novotel London West Team

Customer review rating 4.5/5

Stephen H. Couples - Confirmed reviews ALL

Well priced with car park on site. Good breakfast. Comfy bed, good shower and the bath drain was hair free! Staff really warm and friendly. Absolutely recommennd and just 7 minutes walk from the Eventim Hammersmith Apollo

Customer review rating 5.0/5

Xia L. Families - Confirmed reviews ALL

Best

Customer review rating 2.0/5

Lucy S. Business - Confirmed reviews ALL

I stay at a lot of AllAccor hotels, specifically Novotel. This Novotel London West was very disappointing. The room was very dated and carpets were dirty. I won’t be returning

Customer review rating 2.5/5

Tim W. Couples - Confirmed reviews ALL

Short stay whilst my wife was in hospital. The room really needs new flooring as the carpets were very marked up which makes the room appear dirty. The room was clean enough but the first impression was not good . My other issue is the terrible 4 sachets of the very cheapest Nescafé and tiny sachets of milk. At £233/night without breakfast, some half decent in room coffee and maybe a couple of packs of biscuits would have been nice. The staff were ok.

Customer review rating 2.5/5

Jo J. Business - Confirmed reviews ALL

The rooms were very tired and old and for some reason my twin had three beds made up in it. Very little in the way of refreshement options in the room. Disappointing for return business travellers.

Customer review rating 1.0/5

Simon W. Couples - Confirmed reviews ALL

Got trapped in lift and had to be rescued by Fire Brigade, appalling communication by the hotel team during and after the incident. On check-out we were overcharged for our stay, the hotel has admitted an error but 10 days later still no refund on the overpayment.

Customer review rating 0.5/5

Dorthe G. B. Business - Confirmed reviews ALL

Good locations, ok breakfast, but remember to bring shoes when you enter the hotell room. The carpets are so dirty you do not want to walk on them barefoot, and the sofa were dirty as well, so you do not want to sit on it. Hair from former hotell guest was found under the sheets, so you will also need to bring something to wear when you sleep. The only reason to stay here will be if all other hotels are booked in the area.

Customer review rating 4.0/5

Brian Q. Solo - Confirmed reviews ALL

I have stayed at the Novotel over many years both in my association with Cathay Pacific and as an ad hoc guest. The experience has proved fine, with the location at Hammersmith being the prime selection factor.

Other web-users rate our hotel

  • 2,925 reviews 9.4/10 Location
  • 3,976 reviews 6.2/10 Room
  • 6,083 reviews 8.6/10 Service
  • 74 reviews 5.3/10 WiFi
  • 1,698 reviews 5.6/10 Cleanliness
  • 1,423 reviews 7.2/10 Breakfast
  • 90 reviews 8.8/10 Wellness Area

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