Novotel London West

Have been looking forward to this break for some time, booked via booking.com originally for last year but was cancelled due to covid, telephoned the previous week to check all was in order to be told yes. Arrived to be told we are not on the system after 1 hour we finally got there and realised we had been booked in for the Saturday and Sunday instead of the Friday and Saturday obviously one year ahead would change the date but not the day which reception could not work out and instead of sorting asked me to contact booking.com so on hold to booking.com in the middle of reception for a good half an hour, eventually it got sorted by changing the reservation. Was then given the key cards which didn't work, returned to reception to get them sorted, returned to the room, still not working, returned to reception and a manager then attended the room, he couldn't get in either so changed rooms, all in all, absolutely terrible service and will not be returning.

At check in the staff offered no information on the hotel such as breakfast times and location. Did you have to book in the restaurant etc. basically they handed us 2 keys when they eventually found our bookings and pointed towards the lifts. When asked could we leave bags I was sent to the ground level only for the luggage area to be unstaffed. Returned upstairs and was told just leave your bags in a public area!!! The cold water in the hotel went off on one morning no communication regards this and again the staff showed no interest. Breakfast is a complete nightmare with tables left unattended with dirty plates when people and looking for tables. The breakfast was also cold. Extremely poor service and staff.

There was a problem with my reservation at check in, it wasn’t my fault and it wasn’t down to the hotel. I could have been left high and dry but thankfully the two members of staff on the desk - Nikita and Ihjas - were on point. They explained what I needed to do and I was checked in with minimum fuss despite the hotel being very busy, they’re a credit to the company. The last time I stayed there was about 15 years ago, it’s nice to see It’s still clean, modern, spacious and quiet at night (when it matters!). The staff at breakfast deserve special mention too, it was a bit chaotic due to the numbers but nobody lost composure. No complaints at all.

Excellent welcome Nothing too much trouble Room as expected, clean Very clean, in all areas Breakfast quality was excellent, good choice of food and well presented, staff at breakfast very good, helpful and smiling. We had 4 breakfasts and same quality every morning Used the bar twice it was OK don't normally use hotel bars anyway, but again friendly staff Definitely recommend

Just arrived- check in took 20mins. Confirmation email didn’t match what staff could see. Staff didn’t know what to do. Had a drink in bar whilst it was being sorted. It took 3 bar staff 5 mins to put 3 drinks into the till.😳 I was told sorry restaurant was manic - there was only 1 table being used, rest were full of dirty plates. Room is crap as well - very shabby. Not impressed