Novotel London West 4 stars

Customer review rating (ALL Rating) 4.0/5 2,278 reviews

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Description

Hotel extras

  • 40 flexible event spaces for up to 2,000 attendees

  • Onsite car and coach parking

  • 3 minute walk to Hammersmith station for access to Central London and Heathrow Airport

  • Pet-friendly rooms available

  • State-of-the-art gym

Our accommodation(s)

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Hotel location

Novotel London West

1 Shortlands, Hammersmith
W6 8DR LONDON
United Kingdom

GPS:51.492115, -0.219759

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.0/5  2,278 reviews

TripAdvisor Rating  4.0/5  5,516 reviews

Non-stable service

Customer review rating 2.0/5

Regular B. T. Business - Confirmed reviews ALL

I am a platinum member and normally I get a greeting from hotel in my room. This time nothing. Further my executive room was missing drinks in minibar, chocolate bars and snacks. After the arrival day i got in my executive room daily drinks in minibar, chocolate bars and snacks. So the service concept of the hotel failed this time

Dear P., Thank you for taking the time to review your stay. We are delighted that you found the cleanliness of our hotel to be up to the mark, reflecting our commitment to providing an immaculate environment for our guests. We are sorry that your stay did not fully meet your expectations. Our team values your status as a Platinum member of the ALL – Accor Live Limitless loyalty programme, and we deeply regret that the usual greetings and amenities were not presented upon your arrival. Moreover, we understand the importance of a reliable internet connection, especially for business travellers, and we apologize for the inconvenience caused by the Wi-Fi connectivity in your room. We will be updating your profile so we avoid these thing happening in the future. We are sincerely sorry that the service did not meet your expectations and are reviewing your comments with our team in order to improve our service. Nonetheless, we would like to highlight our hotel's advantageous location, just a short walk from Hammersmith Apollo and Westfield London, providing easy access to a wide array of local attractions and shopping experiences. We hope that you will allow us the opportunity of providing you with an improved stay in future. Best regards, Anastasios Agiannitis, Guest Relations Manager

Well located

Customer review rating 4.5/5

Kevin C. Couples - Confirmed reviews ALL

Great overnight stay in a well located hotel. Great service and facilities. Well looked after.

Dear Kevin, Thank you for taking the time to review your stay. We are delighted that you enjoyed the convenient location, attentive service, and comprehensive facilities at Novotel London West. Our team takes great pride in ensuring our guests have a seamless booking process and a comfortable stay, and it's rewarding to know that we have delivered on these aspects for you. We are looking forward to welcoming you again. All the best! Odhi Johanes, Senior Guest Relations

Worst afternoon tea experience

TripAdvisor rating 1.0/5

Abbiporter TripAdvisor review

Don’t go here. Worst experience for afternoon tea. If I could have a refund I would rather have that than stay and experience the complete disregard and incompetence I experienced today. I came for afternoon tea after booking online for my birthday. First of all no one greeted us at the entrance of the mirror bar, and when we were finally attended to after booking online we were told that we could sit at any table while they prepared a table for us. In the meantime I overheard the staff arguing that they couldn’t find our booking. We were finally seated and told that the food would only be 20mins. The waiter came and set up the table and took our tea orders. Our booking had a bottle of Prosecco and another waiter came and asked to see our voucher as they couldn’t find our booking. After nearly 50mins the afternoon tea finally came out and was completely different to the menu they had online on Groupon. When I inquired about this and our bottle of bubbly I was told that they’d get back to me. After another 20mins I was told that the menu had changed and if I wanted a vegan afternoon tea and a regular afternoon I should have booked two different single afternoon teas. Our bottle of Prosecco was only brought to the table after I had to ask twice. The afternoon teas wasn’t explained by the waiter who brought it over and the manger came over and asked how everything was after I’d complained to one of the servers and said he’d bring over desserts as the confusion about the menu was an issues and he felt bad that we were having a bad experience. After waiting over 20mins for said desserts we left because it was clear we weren’t going to receive them and no one came to update us on any delays in the kitchen etc. This whole experience ruined my birthday celebrations and left us in a bad mood for the rest of the day. Don’t book here if you want a special experience. I’ve had afternoon tea in other places and companies and honestly even making it at home would be better than having it at Novotel Hammersmith. Just awful. Will never go back. Don’t give them your money

Dear Porter, Thank you for taking the time to review your stay. We are sorry that your afternoon tea experience did not fully meet your expectations. It is concerning to hear that there were multiple aspects of your visit that fell short, particularly on such a special day as your birthday. Our goal is to offer a warm welcome and efficient booking management to all our guests, and it seems we have missed the mark during your visit. We understand how important these details are and truly apologize for the wait times and any miscommunication regarding your booking and the service of your afternoon tea and Prosecco. We also regret to hear that the afternoon tea selection did not match the menu advertised and that the options provided were not clearly explained. Furthermore, we are disappointed to learn about the delay and eventual absence of the dessert service, which is certainly not up to our standard of service. Nonetheless, we take pride in our hotel's location, just a short walk from the Hammersmith Apollo and close to the bustling Westfield London, offering our guests convenient access to some of London's best attractions and shopping experiences. We hope that you will allow us the opportunity of providing you with an improved service in future. Best regards, Odhi Johanes, Senior Guest Relations

Quiet Hotel

Customer review rating 4.5/5

Anonymous Couples - Confirmed reviews ALL

Good service and amenities

Dear Guest, Thank you for taking the time to review your stay. The satisfaction of our guests during their stay among us is very rewarding. Thank you for your kind comments about our team who work hard to ensure that we deliver the best service and always meet your expectations. We are looking forward to welcoming you again. All the best! Ashleigh Hector, Guest Relations Executive

Dirtiest hotel I have seen

Customer review rating 0.5/5

Antonia Business - Confirmed reviews ALL

I love Novotel hotels. I have been Golden member of Accor hotels before Covid and I am planning to be one again now. Unfortunately, this Novotel is horrendous. I have never seen such dirty and derelict hotel. Carpet was dirty. Bathroom was not cleaned and filled with hair from the previous guests. Orange mold in the bathroom. Broken toilet seat. A lot of rotten and broken furniture / interior. Breakfast was also very limited and not tasty. I do appreciate management taking the time to evaluate my room and returning 25% of my stay. However, I believe this hotel should be renovated. It just doesn't live up to the beautiful Novotel hotels I have seen in many countries in Europe.

Dear Antonia, Thank you for taking the time to share your review. We are pleased that you found the booking process to be quick and efficient, and that you value your membership in the ALL – Accor Live Limitless loyalty program. It is also good to hear that our management's responsiveness met your expectations and that they were able to address some of your concerns during your stay. We are sorry that your stay did not fully meet your expectations. We understand that the condition of your room, including the carpet and furnishings, was not up to standard, and we apologize for any discomfort this caused. Moreover, we regret that the cleanliness of the bathroom did not meet your expectations, and we empathize with your experience regarding the quality and availability of our breakfast options. We are sincerely sorry that the service did not meet your expectations and are reviewing your comments with our team in order to improve our service. Finally, we appreciate your loyalty to Accor hotels and your past experiences as a Golden member. We understand the importance of maintaining the high standards associated with our brand, and we take your feedback seriously as we continually strive to enhance our guest experience. We hope to be able to welcome you back for an improved stay. Kind regards, Ashleigh Hector, Guest Relations Executive

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Other web-users rate our hotel

  • 2,069 reviews 9.3/10 Location
  • 2,984 reviews 5.9/10 Room
  • 2,953 reviews 7.7/10 Service
  • 62 reviews 6.6/10 WiFi
  • 1,270 reviews 8.2/10 Breakfast
  • 1,166 reviews 5.9/10 Cleanliness
  • 54 reviews 8/10 Wellness Area

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