Sofitel London Heathrow Hotel

First Class especially after opening the previous day. Everything worked well.

Stayed one night on way to Greece from terminal 5. Accommodation great with king size bed but long queue for check in. Also couldn’t get a meal as restaurant booked until 9.45 pm which was too late for us. Slept well.

Waited over two hours for food. No response from reception, head restaurant manager or hotel manager. Food when arrived was wrong.

Location is excellent, price was good, quality of rooms is fantastic. Unfortunately we have been let down by the services received at the bar and in the restaurant. At the bar, we have waited for a somebody to sit us down at a table for more then 10 min (although tables were available) and nobody showed up. We have entered by ourselves and took seats at a dirty table. A waiter finally appeared and I had to ask him to clean it. I think they were short-staffed or at least that is the impression they left us. At the restaurant, similar experience. Although we had the table booked in advance, we had to wait for more then 1 hour until the starters arrived and because of the open kitchen layout we had to listen to the argument between chef and the rest of the staff. Not very pleasant and also not a 5 star experience. Food was good in the end but after a very long wait.

I last stayed at Sofitel Heathrow in November 2019 and stayed in a suite that provided access to the club lounge. It was a treat for my father and we enjoyed it so much I booked again for my mother and I to stay in before a flight. Unfortunately, we weren't told the club lounge was not available so that was disappointing - I think that should have been communicated on your website. The replacement is really not comparable to what was previously offered. The dinner snacks offered in Tea 5 were lacklustre and the breakfast the following morning was not great - the scrambled eggs were grainy and tasteless; the waiter that specialised in tea didn't even know what types of tea were available. The room service meal was great but it took several tries to get room service. Eventually a concierge said he'd get them to call me back. One of the towels in the room had a stain and I called Reception almost ten times to try to get a replacement but no luck. The screen share did not work in the room even though we got staff to check it. For what I paid, the service should have been a lot better - it's unacceptable to not be able to reach anyone to change a stained towel. It was disappointing because I'd really looked forward to sharing the visit with my mother. I hope the drop in service is just because of Covid and that it'll be better the next time I stay although, at the moment, I'm in no rush to return.

Short stay to catch early flight. Slow ish check in and bar busy and full and slow. Short staffed.

Fast check in process. There were a few people when we arrived at the reception but the hosts were quite fast and the waiting wasn’t as long as I had feared. Our room was waiting and sofa bed already made for my 2 children. That was much appreciated after a long tiring trip. The hotel is conveniently located right by T5. Literally a few minutes walking distance. For dinner, we ordered pasta and curry to the room, the service was pretty fast and food was tasty. I however did not enjoy the breakfast served at the buffet restaurant. Overall, I would stay here again for the location and service but skip the breakfast.

We had an early flight the following morning and our room wasn’t available until 21:30. Barely anything on the menu and one lousy drink vouchers by way of an apology for us having to wait hours for our room.

We always stay at Sofitel whenever possible but this time we were extremely disappointed by having to wait until after 5.30 pm to check into our room . Check in supposed to be available much earlier. We had to wait in the bar , we were given a voucher for one drink each either a beer , soft drink or glass of house wine. This was for a three hour wait. The wine was very unpalatable from our prospective. Each time we asked how long our room would be we were told that reception had no idea. This is not acceptable. We were however not charged for our upgrade which was some compensation but still very annoying. Dinner was extremely disappointing, we both had a Caesar salad which consisted of a lettuce cut into 4 , very little dressing and no croutons…..these are always part of the dish. Difficult to believe the restaurant has won awards for their food. Breakfast service was slow and the kitchen seemed to be in absolute chaos. Not to be recommended.

We checked in with their online system a few days before our arrival day. On the check-in day, we also got a text from the hotel telling us our key will be ready at the priority desk at 2 PM. Once we arrived at the desk at 3PM, the gentleman looked us up in the system, and went inside to talk to someone, and then came back to tell us that our room is not ready and should be ready in 30 minutes. Because we were overnighting in London, we only had a few hours to take our 5-yr-old son to see Big Ben and Tower Bridge. We explained the situation and asked if the wait would be over 30 minutes, to please let us known and we would just go into city without waiting for the room. The check-in gentleman was nice and okayed the request. We suspected that they gave away our room to someone else. That's why we got the text but he needed to speak to his supervisor first. 30 minutes later, no answer. We waited in line again, and this time it was a different person, a lady. Her attitude wasn't as nice. When I explained the situation, and showed her the original text, she asked "who sent you the text?" I said, Okay, I don't know, I guess, your hotel system? After I explained our situation about only having a few hours for sightseeing, and asked her if it's possible to give a rough estimate so we could make a decision of either to wait for the room, or go ahead and leave, she just told us that she was sorry, but she couldn't give us any more information. I could understand that sometimes they might not be able to tell us anything more, but the attitude was just not something you would expect at a 5 star hotel. Maybe, because we were not dressed as nice as others with business attire? Perhaps, if the person we dealt with also had experiences traveling with small child, they would understand, and be more polite and sympathetic? Since we had only a few hours to spend in London, before coming back to sleep for a few hours for a very early flight, we decided to check our bags and to go ahead to our river cruise in London. By the time we got back to the hotel around 10 PM, we were exhausted and ready to go to bed. When we tried to get our keys, the gentleman at desk told us they did not have our room, and the only option was to put us in a taxi and stay at their 3-star sister hotel. They claimed they were short staffed, and couldn't have the rooms cleaned. They said that other guests in the lobby waiting were having the same issue. At that time, we could understand that the lady e

Arrived around 19.30, and was shocked that rooms were not ready. There was no system to contact guests once a room was available. After multiple visits to reception I finally got a room key at 21.30. Totally unacceptable considering I needed to wake up at 4.00 for my flight.

Smooth check in. Clean and comfortable room. Good bar and food experience. Shame the Champagne Bar and Belle Epoque restaurant have not yet re-opened

The only hotel to consider when travelling via terminal 5. Heathrow

I was traveling with my colleague, we both had prepaid reservations. I was granted a room, and checking in 20 minutes later, he was not. So for the first time in 15 years of traveling globally on business together my CEO slept on the floor of my room. And to add insult to injury, the front desk just offered a 50% refund. So Sofitel London Heathrow, can take my reservation, but can't hold the reservation, which is really the most important part. Since they are the only property attached to T5 at Heathrow, they know they can offer an awful product and will still get business.

I arrived for check in at 4pm - 2 hours after checking opened. My room was not ready and I waited until 5.15pm - this is not an ideal start to an overnight stay and a cheap glass of wine to apologise does not address the fact that most people checking into an airport hotel have had a long journey to get there and/or an early start the next day. However, that in itself was not sufficient to say we were dissatisfied with our stay. We then proceeded to the Millesime Lounge. When we arrived there was one other couple there - soon after 3 or 4 more arrived. We waited for 15 minutes and then had to flag the attendant down for a drink. One of the drinks was undrinkable and we asked for a replacement - the attendant said we'd have to wait, fair enough. No sign of any canapes. By the time we left in frustration at 6.15pm - we had not received the replacement drink and only one table had been given any food - this table seemed to the 'favoured' group in the lounge.... The duty manager spoke to us briefly, offered us another glass of house wine and said he'd investigate - heard nothing further. I appreciate you have just returned from being a COVID hotel but you charge a premium price and therefore guests expect to receive a service matching. That was not the case on 10th September and as people who have enjoyed Sofitel Heathrow and and Gatwick on a number of occasions we felt let down by basic stuff. We will be returning to LHR to stay on our way back from holiday on Sunday 26th so we will see if it is better. If not we will just have to elsewhere in future.