Sofitel London Heathrow

Booked a clubroom for the night prior to heading off on holiday from T5. The room was spacious, maybe in need of a little updating but clean. What really sets this place apart is the clubroom, the service from Ronaldo and Schneider was nothing short of amazing. They didn’t let your glass go empty and were generally just superb. The hotel is a 5 minute covered indoor walk to T5 so is ideal if you are travelling from T5.

Noor was very pleasant and professional. Wonderful server. The curry was amazing and his suggestions for breakfast will be very helpful with a early flight scheduled. He also advised me about the complimentary drinks in the fridge and suggested I could call him to collect my tray.

A stay in the prestige suite of Sofitel Heathrow Terminal 5 and underground car park use for a long weekend away in May 2023 expose several issues with their service and products offered. I post this message as all other routes to communicate with the management is being ignored and I hope somebody in the Sofitel or ACCOR network will be able to help. If the highest level member of their loyalty programme is being treated this way, how are first time customers experiencing this enterprise? PARKING On return to pick up my car, I found that the front bonnet of my car was covered in a strange white substance that had been dripping from the exposed ceiling piping. There were splash marks all over, most of which had dried up forming circular scum marks with trails running down to the bumpers but also fresh wet patches that hadn't dried up (see photo). Once home I emailed a complaint to the hotel. 48 hours passed and so I took time to call the hotel asking for the manager but no reply to message left so I called again and spoke with the booking staff who was able to locate my original email message. Despite promises to return calls, the radio silence continues. This unidentified “chemical spillage” left a circular shaped permanent mark on my bonnet and a series of trickle marks that conventional cleaning (car wash and hand washing) could not remove and I will have to check the car in to the dealership to have this repainted. ROOM Prestige Suite was spacious with view to one of the airport runways. Sound levels were not an issue but the room was clearly well used and tired looking with many signs of wear. The Suite had an unpleasant stale odour which I would have mentioned on arrival had I not needed to get to bed right away in preparation for the early flight in the morning. The staff do not give you direction to the room and the labyrinthine corridors and poor signage ensures you will waste time locating your room. BREAKFAST Fine selection of simple breakfast food but questionable service. Charming omelette chef for individual order at his counter. Fantastically bombastic personality who livened the morning buffet for sure. Few hygiene issues however. The said chef ate the off-cuts while he cooked and served, humming tunes, loudly commenting to guests often with his mouth full with unfortunate projectiles into his preparations. Decided to miss the otherwise delicious looking omelette.

Excellent experience at Sofitel London Heathrow The hotel is ideally situated for access to the airport and is clean, well organised and the staff are friendly and efficient Special shout out to Melesio who looked after us but all the staff including Reception were fantastic

We flew into Heathrow from Texas and visited family in Essex. Then we spent ten days driving through Lincolnshire and Yorkshire to Fife and Edinburgh. I say we, but I drove the entire way. By the time we flew out of Scotland back to Heathrow - I was one big knot. My husband booked a massage at the spa. I got there early and asked to add a facial. Tanya helped me from the beginning and little did I know that she would be my therapist. What a gem! I am extremely discriminating when it comes to massages. Tanya was one of the best I have ever experienced. And the facial was beyond. I feel like a different person. I was exhausted and ached everywhere. No more! I am so grateful.