Sofitel London Heathrow 5 stars

Customer review rating (ALL Rating) 4.5/5 14,840 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 2023

  • 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  14,840 reviews

TripAdvisor Rating  4.5/5  20,062 reviews

Certificate of excellence 2024

Walk way a plus everything else a minus

TripAdvisor rating 2.0/5

Drew keira leah K TripAdvisor review

So I'm not one for writing negative reviews but feel that the sofitel has earned it which is a shame as staying at other sofitel i have always had positive experiences.i was going on family trip to california something we had saved up for for a year long and as it was my 40th birthday we thought we would go all out and treat ourselves to a bit of luxury the day before our flight. We arrived about an hour before check in which is 4pm but asked at the desk if the rooms (2 rooms) were ready the girl at the desk got alittle flustered trying to sort it out and after 10 minutes had to get the girl next to her to do it as she didn't seem to know what she was doing. After an upwell for an upgrade to suit which we declined as it was to expensive we were booked in and our parking ticket was issued as we payed to leave our car at the hotel unfortunately one of the rooms was not ready but we thought it shouldn't be to long we will take our bags up to the room we have and the girl at the desk said we will ring up to you to let you know your other room is ready so no problem I put my card in the card reader paid and we went up to the room.the room was fine alittle dated and a strange drainey smell in the bathroom nothing to wow about but was fine we waited about an hour and half and I said ill check the front desk as no one had let us know about the second room yet.i went to the front desk and they said yes it was ready I said I was waiting for someone to call up but no call came she said sorry but it was fine as we were excited to get some dinner and settle for the evening for our flight in the morning.the second room was the same as the first room dated and a strange smell in the bathroom for a luxury hotel given the price I've actually stayed in some better premier inn or travel inns. Just before we were about to go for dinner a phone call came to the room from the front desk asking me to come down as my payment card had not gone though even though I had put it in the reader and my card was accepted etc I checked my online app it said the hotel the amount and it ws in the pending.so I went to the desk and showed them my online account they took photos of it to chase with there account team which were not available but assured me it would return to my account in 5 days if not sooner and I had to pay again.my total was In advance of £700 so i was not happy about this as it was coming out my holiday fund which the hotel manger was not that bothered about even though I explained to him my concerns he just wanted to get me away from the front desk as quickly as possible.it put abit of a dampener on my evening as I just wanted to relax so I went back to the room tool a shower the temperature on the shower was alittle to be desired either red hot or cold and despite advertising mirror image on the tv we couldn't connect to it with any of our devices and even in the other room no one could connect either.we tried to sleep for the night but the noise of people coming and going was awful we must have woke up 4 or 5 times I would have thought there would be better sound proofing as this is a rated almost a 5 star hotel.we che ked out in the morning and walked along the walk way to the terminal which is this hotels best quality and we enjoyed our holiday.while I was away the amount on my card stayed in my pending and it still in my pending today nearly a month on I have spoken with my credit card company and they say the sofitel have a hold on it but have not collected yet and that it will time out in 30days if they don't collect.when I returned we went to exit the car park the ticket didn't work so I pressed the help buzzer the lady on the phone said try a different barrier which was hard as I had a car behind me so I had to ask them to move went to another barrier which also did not work and after 5 to 10 mins of messing about with the lady on the intercom they raised the barrier and I was on my way. On my return I contacted the hotel to tell them about the pending transaction I was told someone will email you about it 3 days later someone emailed me to talk about the wrong thing so I emailed back given exact details and supporting documents for them to resolve this and after 3 weeks and almost 25 emails back and forth as no one wants to talk with you on the phone we our still not resolved infact the last email I had blamed the credit card company and also gave me the wrong digits for the card in question. Sofitels customer service is awful there urgency to resolve any issues is next to none existent no wants to speak with you and your left just waiting for email responses which could be days to get back to you. So to summarise the sofitel heathrow nice hotel abit dated in need of a good uplift wouldn't say it's any better than a budget hotel in which I have stayed in some better ones not the luxury I was hoping for celebrating my birthday with my family and the rooms need a make over and maybe the drain system needs addressing but the noise from the hall ways also needs sorting.the big plus is the walk over to the terminal that was great but is it worth the money the answer is a big fat no next time I fly from Heathrow I will differently will be choosing some where else as this place just isn't worth it and customer service is like the M25 a joke

Very convenient T5 hotel

TripAdvisor rating 4.0/5

rubiety TripAdvisor review

Rooms are a bit dated, but the hotel is extremely convenient to Terminal 5. Check-in was also very efficient, which I appreciated. I'd definitely stay here again primarily due to the convenience. We didn't get the change to eat any food, so I can't comment on that.

Great Experience

TripAdvisor rating 5.0/5

Sorcha R TripAdvisor review

The hotel was great! Good amenities and a really good nights sleep. I had dinner in the bar and Jose, my server, went above and beyond to make sure I was happy! The location is great for Heathrow and there are plenty of places to eat and drink around. Would recommend.

Discriminatory treatment. Not suitable if you have a gluten intolerance or allergy.

TripAdvisor rating 1.0/5

Peter J TripAdvisor review

I recently stayed at Sofitel Heathrow and was disappointed by the lack of consideration for guests with gluten intolerance. Despite it being 2024 this hotel fell short in offering suitable meal and beverage options. There was no separate gluten free menu. No gluten free beer and the allergy guide was clearly out of date because it didn’t match the menu! In the bar, the waiter would not serve us olives due to “cross contamination? and was quite frankly rude and unhelpful. While mainstream restaurants are making strides in catering to gluten-free diners, it’s disheartening to see a prestigious hotel like Sofitel failing to keep pace. I strongly suggest that the hotel introduce a dedicated gluten-free menu for meals and drinks, as this has become a standard expectation in most reputable establishments. Additionally, the staff need thorough training on gluten intolerance, genuine cross-contamination risks, and how to provide informed, but importantly - inclusive service. Although I have a gluten intolerance, I should never feel excluded or discriminated against because of a lack of effort or understanding! Until these improvements are made, I cannot recommend this hotel for anyone with gluten intolerance.

Good

TripAdvisor rating 5.0/5

Go35699824398 Families - TripAdvisor review

Jose, served us really well in the bar. We had lovely food and a great experience. The atmosphere was lovely and great food and drink. The pizzas were lovely and so was the wine and there was Guinness. The wings and fish and chips were really tasty.

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Other web-users rate our hotel

  • 4,885 reviews 9.3/10 Location
  • 9,179 reviews 7.9/10 Room
  • 8,309 reviews 8.1/10 Service
  • 89 reviews 4.9/10 WiFi
  • 2,219 reviews 8/10 Cleanliness
  • 1,972 reviews 4.6/10 Value
  • 1,496 reviews 8.4/10 Breakfast
  • 38 reviews 2.1/10 Pool

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