Sofitel London Heathrow 5 stars

Customer review rating (ALL Rating) 4.6/5 15,891 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  4.6/5  15,891 reviews

Customer review rating 2.0/5

Joyce J. Families - Confirmed reviews ALL

I booked 3 rooms at this hotel for our family as a special treat at the end of our European holiday. The hotel rooms are very expensive in comparison with other airport hotels. However, I thought it would be worth it as it is a short walk to and from the terminal and we were arriving on a late evening flight at Heathrow and leaving early the next afternoon. This was our last night together for some time as we all live in different parts of the world and had long flights ahead. I hoped it would be as comfortable and pleasant as possible. Our young grandson has special educational needs, so I had booked 2 adjoining rooms for us so we could help look after him, and assist our daughter on keeping an eye on him. Unfortunately the hotel reception were initially unable to accommodate this and finally could only find a wheelchair access room which had no shower. The staff refused to offer any discount on this despite the lack of facilities. . The taps in the bathroom were very difficult to turn on and off and despite all efforts the extremely hot water kept running - making it very difficult and unsafe for our grandson to bathe. Also there were no power sockets near the bed - our grandson requires an electronic device next to his bed to sleep and we adults were unable to charge our electronic devices. Overall it was a disappointing experience.

Dear Joyce J., Thank you for taking the time to share your feedback. I am very sorry to learn that your stay did not meet expectations, particularly as this was intended to be a special occasion for your family at the end of your holiday together. I understand how important it was for your family to have adjoining rooms, especially given your grandson's needs, and I regret that we were unable to accommodate your original request as planned. I also appreciate your disappointment regarding the alternative room arrangement and the lack of shower facilities in the accessible room provided. Furthermore, I am sorry to hear about the difficulties you experienced with the bathroom taps and water temperature. I fully understand your concerns regarding both comfort and safety, particularly when assisting a young child. I also regret the inconvenience caused by the lack of conveniently located power sockets for both your grandson's device and your family's personal electronics. While I am pleased that our location was convenient for your travel plans, I am sorry that the overall experience did not reflect the level of comfort and service you expected. Your comments have been noted and will be shared with the relevant teams for review and improvement. Thank you again for bringing these matters to our attention. Sincerely, Guest Relations Team

Customer review rating 2.5/5

Dean K. Families - Confirmed reviews ALL

We had our room set to 17.5 degrees the coolest the AC could go and it was barely blowing any air out (definitely not cool air) and my wife, baby and I had the most uncomfortable sleep trying to stay cool. I called reception for a fan which they don’t have any of. They asked if maintenance could come up and take a look at 10pm which we declined due to our baby sleeping and we had an early flight. A restless sleep for an early flight wasn’t what we planned or paid for with a baby. One other piece of feedback is to send better instructions on how to locate the exact hotel from incoming travellers vs sending multiple emails to upgrade our room which was already expensive for what we received

Customer review rating 4.5/5

Ian W. Couples - Confirmed reviews ALL

Excellent location for Heathrow travellers with helpful and efficient staff

Dear Ian W., 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 4.5/5

Carol S. Solo - Confirmed reviews ALL

Travelling alone the hotel was ideally located. The booking was easy and I was made to feel very happy on arrival. The room was spacious and comfortable.

Dear Carol S., 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 1.5/5

Michael R. Business - Confirmed reviews ALL

I stay with you often and this wasn’t great. Shower overflowing, sofabed setup so was having to climb over it and weird smell in the room. Luckily only there for 6 hours. Tbh given that I’m with you monthly I’d appreciate some room credit.

Dear Michael R., Thank you for your feedback and for your continued loyalty to our hotel. I am very sorry to learn that this stay did not meet the standards you have come to expect from us. Please accept my sincere apologies for the issues you experienced with the overflowing shower, the sofa bed arrangement, and the unpleasant odour in the room. As one of our regular guests, I particularly regret that we let you down on this occasion. We greatly value your continued custom, and it is disappointing to hear that your experience was impacted, even during a short stay. Your comments have been noted and will be shared with our housekeeping and maintenance teams for immediate review and follow-up. Thank you for taking the time to bring these matters to our attention. We appreciate your continued support and look forward to providing you with a much-improved experience on your next visit. Sincerely, Guest Relations Team

Other web-users rate our hotel

  • 5,052 reviews 9.3/10 Location
  • 9,610 reviews 7.8/10 Room
  • 8,421 reviews 8.6/10 Service
  • 138 reviews 4.5/10 WiFi
  • 2,263 reviews 8.1/10 Cleanliness
  • 2,046 reviews 4.2/10 Value
  • 1,396 reviews 8.2/10 Breakfast
  • 7 reviews 0/10 Sustainability

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