Novotel London West

Our check-in was remarkably quick, with almost no wait and no hassle. Ms. Sunanda at the Front Desk was warm, professional and very supportive, and her efficiency made us feel valued. Her personal attention made arriving in London a genuinely surprising pleasure and exceeded what we expected. Thank you, Ms. Sunanda, for such a smooth welcome. We look forward to returning and highly recommend the hotel.

Breakfast had a good selection of fresh fruit, and the view from the 11th floor was lovely. We also really enjoyed the Christmas decorations in the lobby during our weekend stay. The service was very friendly, but the room felt dark and dated, with carpeted floors that I really dislike. Hopefully the rooms get renovated soon. Still, it was a nice place to stay.

The rooms could use better sound insulation, since we could hear neighbours and people in the corridor quite easily. Apart from that, we had a very pleasant stay. The hotel is lovely and the service was very good. Waqas was especially professional, attentive and helpful, and his care made the visit more enjoyable. A big thank you to him.

The biggest problem was the bar and restaurant. Staff in both were generally rude even though we spoke politely, and an “optional” service charge was added automatically to purchases. When challenged, staff argued and told us to “just pay it.” I even took a sandwich from the self-serve fridge to the counter myself, after a staff member told me to bring it there, and was charged 12% service for it. That's quite a way to reward a customer for doing the fetching themselves. Later, at a restaurant that wasn't busy, we waited an hour for our orders to be taken and the food to arrive. Half of it was stone cold, two dishes were missing, and when we mentioned that, staff rolled their eyes and called the assistant bar manager. To be fair, the assistant bar manager was lovely. Check-in was fine and the room was clean, though the shower pressure was poor. I was there for a hotel event over the weekend, but I won't spend £361 for two nights here again. I'd rather try the Premier Inn five minutes away, next to a steakhouse I highly recommend.