Novotel London Excel 4 stars

Whilst the staff were pleasant they seem to be bound by poor technology! Example I go to the bar and buy a drink, I ask for it to be added to my room, it won’t allow it and I’m told you need to pay, no I would like to sign to my room, “it’s not working you will need to pay” this happened a number of times, each time I had to go to reception to try and resolve. This lack of technology and customer service started when I made my booking. Due to the rail strikes I had to change my booking and arrive a day earlier. You would think that would have been a simple change!!! They would not change my booking, I had to make a separate booking for the extra night and was told I would need to check in then check out the following day then check back in, and they made a special point of telling me I may not have the same room so I may have to move rooms as it may be needed. It still did not register that yes the room would be needed for me! Due to an error I had to have a parcel delivered to the hotel for the exhibition, which I was great full for and reception gave me a call when it arrived. On checking out I find that I was charged £5 for this service!!!!! So I conclusion if the hotel was not so well located for Excel I probably would not keep returning.

We phoned to arrange a late check in, I was then told to send an email. Seriously since when, why could the person at the reception in the phone not just make a note? Our room didn’t have tissues so we had to phone 3 times to get someone to bring us some. The pillows were cheap and hard, we previously stayed at Novotel Wembley and had proper pillows. Our room was only cleaned after 2pm. The evening we wanted to have dinner at the hotel, there were no place to sit and eat so we asked if we could then have it in our room since there were no seating available, whereby we were told to pay an additional £5 or sit on the reception couches and eat!!! Seriously who sits in a hotel reception and eat their dinner!! Overall I will never visit this hotel again nor will I recommend it

Room and other services ok, but breakfast not very satisfactory. Only two Coffee machines, too long queus to coffee, food items had to be requested from staff to fill tables.

I was worried the room would be noisy (I'm noise sensitive) - but it was brilliantly soundproofed. Had the best nights sleep! The staff are very, very helpful - great stay.

An excellent hotel due to the hard work of the staff who cope admirably as this hotel gets incredibly busy during snow season at the Excel. I stay here regularly. Sara who works behind the bar is fantastic.