Novotel London Brentford 4 stars

Dear Ashley H, Thank you very much for your detailed and candid review, as well as for your continued loyalty over the past three years. We greatly value our regular guests and it is concerning to hear that you have noticed a decline in certain aspects of your experience with us. Please accept my sincere apologies for the issues you have highlighted. We appreciate your recognition of our reception team, restaurant, and overall room cleanliness, but I am very sorry that maintenance, facilities, and amenities have not been to the standard you—and we—expect. Your comments regarding bedding condition, mattress comfort, and the upkeep of lockers were immediately shared with our housekeeping and maintenance teams to be addressed. I also take note of your feedback on the gym and pool. We understand how frustrating it must be to find equipment out of service and to have restricted pool access during your stay. The pool towels are now given at reception when you make the booking so apologies if this was not communicated to you. We have since reviewed our communication around pool bookings and our approach to third-party usage to improve the experience for all hotel guests. With regard to our executive rooms, we are grateful for your honest perspective. Similarly with the communication about the pool we have also reviewed to ensure we highlight all the added amenities other than the ones you mentioned, such as access to SKY package on the TV, added toiletries and higher floors. Your feedback is invaluable, especially as a long-term guest, and I assure you that it will be used constructively to improve our guest experience. I hope we may have the chance to welcome you again and restore your confidence in us. Please do feel free to contact me directly prior to your next visit, so we can ensure it is a much more enjoyable one. Warm regards, Terence

Dear Mr. Burton, Thank you for your review following your recent stay with us. I am truly sorry to hear that your stay did not meet expectations, particularly with the room temperatures when you first checked in. Please accept my sincere apologies for the inconvenience and frustration caused. I am happy to know that our team did their best to assist you in moving rooms until you found one that best matched your temperature expectations, however I completely understand how frustrating it must have been for this process to consume the first 2 hours of your stay. We also take note of your comments about the complimentary water we offer in the bedrooms. While our current policy only provides it on the first night, it is worth mentioning that we offer a permanent water station in the lobby and unlimited refill at the bar. It is disappointing to know that despite the efforts of our staff, you left with such a negative impression. Your comments are very valuable to us, and we will use them to ensure improvements are made. Should you wish to give us another chance in the future, please feel free to reach out to me directly so we can ensure a more comfortable stay. Thanks again for your feedback and hoping to welcome you back to the hotel in the near future. Kind regards, Terence

Dear AndyL_NFFC, Thank you for staying with us during your recent trip to London. We’re so pleased to hear that our location worked well for your plans to visit Kew Gardens and Wimbledon. We are also pleased that you enjoyed a clean, comfortable room and the warm welcome from our reception team. Your kind words mean a lot to us, and we’re especially glad to know you'd be happy to return—that’s the best compliment we could receive. We look forward to welcoming you back whenever you're next in West London. Warm regards, Terence

Dear Kofi K, Thank you for sharing your feedback. We're genuinely sorry to hear that your stay did not meet your expectations, particularly in regard to room size, bedding options, and your experience with our front desk team. We understand how important comfort and courteous service are—especially for families—and it’s disappointing to learn that you felt let down on both fronts. While our rooms are designed with a modern, compact style that may not suit all group sizes, we regret that we weren’t able to find a more suitable solution for you during your visit. We’re especially concerned to hear about the interaction with our front desk. All of our team members are expected to offer attentive, respectful service at all times. Please be assured that we addressed this feedback internally to ensure better guest interactions moving forward. We appreciate you bringing these matters to our attention, and we’re sorry that your experience fell short of the standards we strive to uphold. We would appreciate the opportunity to improve the service you received on a future stay with us, so when you next plan to visit London please contact me direct. Kind regards, Terence