Sofitel London Heathrow 5 stars

Customer review rating (ALL Rating) 4.5/5 15,694 reviews

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Terminal 5, London Heathrow Airport, TW6 2GD LONDON, United Kingdom

Description

Hotel extras

  • The only hotel with direct access to Heathrow Terminal 5 via a 5 minutes covered walk way.

  • Direct connection to Canary Wharf within a hour via Elizabeth Line

  • 45 purpose built meeting rooms including the largest ballroom in Heathrow.

  • Best Airport Hotel by Business Traveller UK 2024

  • Rosette-winning restaurants, La belle Époque and Vivre

Our accommodation(s)

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Hotel location

Sofitel London Heathrow

Terminal 5, London Heathrow Airport
TW6 2GD LONDON
United Kingdom

GPS:51.4735, -0.4915

Telephone
Fax +44 20 8757 7701

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • 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  4.5/5  15,694 reviews

Customer review rating 4.5/5

Martin H. Families - Confirmed reviews ALL

I was travelling with a young family. Umar on front desk helped me with an upgrade to a family room to ensure we had space for young children. his professionalism and guest service was exceptional. a wonderful ambassador for the Sofitel and All Accor brand.

Dear Martin H., We very much appreciate your comments regarding your stay at the Sofitel London Heathrow. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Mohammed Serhan Hotel Manager

Customer review rating 2.5/5

Graeme Y. Couples - Confirmed reviews ALL

We've noticed a change in the front of house team. Not as good as they used to be. Restaurant staff as good as ever.

Dear Graeme Y., Thank you for your continued loyalty and for sharing your feedback. I am sorry to hear that you have noticed a decline in the Front Office experience compared with your previous stays. Your comments are important to us and have been shared with the team for review. I am pleased, however, that our restaurant team continues to provide the level of service you have come to expect, and I will be sure to share your kind comments with them. We look forward to welcoming you back again soon. Sincerely, Mohammed Serhan Hotel Manager

Customer review rating 2.5/5

Gemma A. Families - Confirmed reviews ALL

This used to be my go to hotel. I valued the slick service and luxury feel. However my last few trips have got progressively worse. Check in is hard - there are never enough desks open and rarely anyone on the priority check desk. The morning check out was chaotic - huge queues and only 2 people on desk. The food in the bar is basic and sub par. The lifts are always broken or held together with tape. General failure to acknowledge gold status - I note I was afforded an upgrade by one category - however the decision to ignore the welcome amenity is unacceptable in a flagship brand. Rooms are tired with not enough power outlets.

Dear Gemma A., Thank you for your continued loyalty and for sharing your feedback. I am very sorry to hear that your recent stays have progressively fallen below the standards you previously experienced with us. Your comments regarding the delays at Reception, bar food offering, ongoing lift issues, room condition and lack of power outlets are all concerning. I am particularly disappointed that your Gold status was not properly recognised and that the welcome amenity was missed. Please accept my sincere apologies for this oversight. Your feedback has been shared with the relevant teams, as we recognise we need to do better to restore the level of service you have come to expect from us. Sincerely, Guest Relations Team

Customer review rating 2.0/5

Robert F. Business - Confirmed reviews ALL

Of it wasn't for the location I'd never stay here. Soulless, tatty and over priced.

Dear Robert F., Thank you for sharing your feedback. While I am pleased that you found our location convenient, I am sorry that the overall experience, condition of the hotel and value for money fell short of your expectations. We appreciate your honest comments and have shared them with our management team as we continue to focus on improving our guest experience. I hope we have the opportunity to provide you with a much better stay in the future. Sincerely, Mohammed Serhan Hotel Manager

Customer review rating 5.0/5

Daniel B. Couples - Confirmed reviews ALL

Excellent room excellent service excellent food. We always stay here when flying from Heathrow and never have we had a bad stay. Keep it up team Sofitel

Dear Daniel B., We very much appreciate your comments regarding your stay at the Sofitel London Heathrow. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Mohammed Serhan Hotel Manager

Other web-users rate our hotel

  • 5,057 reviews 9.3/10 Location
  • 9,574 reviews 7.6/10 Room
  • 8,388 reviews 8.5/10 Service
  • 163 reviews 4.1/10 WiFi
  • 2,252 reviews 8/10 Cleanliness
  • 2,057 reviews 4/10 Value
  • 1,375 reviews 8/10 Breakfast
  • 8 reviews 0/10 Sustainability

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