Novotel London Brentford Hotel 4 stars

One night stay at Brentford! Jaguar XF wheels damaged on way into underground car park due to size of car park. Pool not available. Room looked nice. When retired to bed - most uncomfortable mattress ever. Had to lie horizontally across the bed and still did not sleep well. When informed reception at check out was told we should have come to reception to change rooms! Have then been charged twice for the room and am still awaiting payment back to account. They took it out immediately but amazingly it takes 2-3 days to return!!!! Will absolutely not be booking here again!

I booked the hotel for a family trip. In the hotel description it says you have a games area and a outdoor play area But that was incorrect so we were disappointed.

Stayed for 2 nights but no water in the fridge, towels weren’t changed, which we weren’t told about. Pool wasn’t clean and smelt, swimming lessons taking place which we found bizarre but this meant you couldn’t relax in there as it was uncomfortable with parents watching their children

Excellent service all staff warm welcoming ❤️

Fantastic welcome on arrival, lovely bedroom, great breakfast ( although little cold), fantastic seating area for breakfast. My son loved the couch with TV. Great swimming pool which opened early so was a big hit with my little boy. Disabled parking right outside hotel. Would stay again, only downside no cleaner to the room to replenish coffee/tea, towels etc. Think we must have been missed. Would not affect us staying here again though.

Good experience, nice staff.

Generally it was a good stay we had issues with items we requested that came a day late also rude swimming instructor.

We specifically booked this hotel because it had a pool. On arrival we were told that there were no slots left and we didn't get to use the pool. Family quite upset about this. That aside, the hotel is clean and comfortable.

Everything was neither good not bad. My children and I only checked in for the night but if I’m honest it was just ok. There was little things that I struggled with. For example When we went swimming there was swimming lessons going on. I wasn’t informed that there would be lessons going on. The reason I say this is not being I was unhappy for other children to have swimming lessons but because I felt like I had to keep my children quiet just out of respect the lessons going on. We was there for an 1hr in which I’d witnessed two lessons near enough back to back. I wasn’t mad as my children still have fun but I felt it was important to keep the noise down so not distract the children from their lesson. As I’ve visited this hotel (Novotel Brentford) a number of times I now have come to know your standards and what’s normal to what’s not. The pool was very mercy and greeny. Also was very salty. Even my youngest child asked why it tasted like the sea. In our room the mini fridge was blinking and flickering on and off. I had to place three towels over it is it was very distracting in a pitch black room. Now from what I was happy with. I was very thankful to the person at the front desk as I had to ask for help twice. My eldest wasn’t feeling well so packing and getting everyone ready to be out for 12 felt impossible. I asked if we could check out later and he gave us a hour. Thank goodness. The next thing he helped with was the because my child was unwell I couldn’t leave the room and leave my children in the room alone. I asked that when the food Ive delivered come if he could bring it to my room. So for that I was thankful as I was struggling. Over all like I stated my experience was neither good nor bad.

We had a great time at Novotel Brentford. Hotel really well located.

We are regular visitors to this hotel and on this occasion it was a disappointing visit. This hotel is usually a hidden gem - it has great facilities, good modern rooms, great location and very attentive staff. But on this visit over the August Bank Holiday weekend we have to say we were really disappointed with our stay. The cleanliness was the main issue - our room was not cleaned at all during the course of our 3 night stay and we had to call guest services to replenish towels/toilet roll/shower gels and shampoos etc. Our room had a used cup left under one of the pull out beds and we found sweets by the curtains. The swimming pool is starting to look a little worse for wear and there doesn't appear to be anyone cleaning that or the surrounding areas and changing rooms very often. I had to tidy the gym up on one occasion as dumb bells were left strewn everywhere (although I acknowledge this is a guest issue and not a hotel staff issue). Our television barely had any channels working, just a few BBC channels only. Guests were not adhering to the "masks in public areas" rule. A church service on Sunday evening made it very difficult for the children to settle as we could hear the live music being played in our room. As I say, and as an ALL member, we are normally very happy with this hotel but it looks as if the effects of Brexit and the Pandemic are taking its toll on the staff and procedures that the hotel are trying to implement. We may put off visiting for a while until everything begins to settle down a bit. Compliments to the front of house staff who were working that weekend - I think they had a rough ride at times with the demands of some of the guests and with how busy the hotel was. They did a good job under the circumstances.

As regular visitors to this hotel we were disappointed with the lack of cleanliness despite the ALL claims in their current publicity campaign and emails received prior to our stay. Our room was not cleaned during our stay and we had to call Guest Services each day for the things we required (towels, toilet roll, shower gel and shampoo etc). The swimming pool was in an awful state on a couple of days and the gym was in a mess each time I used it (although I appreciate thats down to the customers and not the hotel staff). Our room (332) had items from previous occupants on the floor (a dirty cup under the bed and some sweets by the curtains) and our television only had a few BBC channels working. Hardly any of the guests were wearing a mask in the public areas as per the hotel. There was a church service in the conference room on the Sunday evening of our stay and the live music from this could be heard in our room meaning the children were finding it hard to settle down to sleep. Prior notice of this would have been nice to prepare ourselves . I have to commend the chap working the reception on Sunday, Monday and Tuesday of our stay as he was working very hard to ensure he provided a great service (apologies, I didn’t get his name). Please ensure he gets the credit he deserves for dealing with what looked like a very hard weekend to work and providing the service I would expect from an ALL staff member.

The place is ok. A bit on the expensive side. Room looked ok, clean and an upside-down table. Nothing major. Staff is ok.

No room service despite being reminded. Sauna did not work for whole duration of stay.

Cards didn’t work, breakfast cold, given lipstick stained cups on two occasions, sauna not working or at temp, no bathroom mat, had to request it H&S issue, cancelled Accor hotel booked for Dubai later on this year, still haven’t received invoice been 5 days