Novotel London Brentford — Hotel in London

Review from recent stay 2025: Stay with this brand regularly and second stay to this particular hotel. Booked well in advance a room with a bed and a sofa bed aswell as £40 early check in. Received an email day before stay offering early check in for £20, bit of a sting when I’d already agreed to pay £40. Early check in is advertised at 8am, on the day of my stay I called the hotel as I always do to confirm my arrival time and early check in, I confirmed my arrival time of 9:30am and was told this was fine. Arrived and was told I couldn’t check in until 2pm as that is their procedure. I explained I had booked the early check in and already called to confirm this and was told it my room would be ready. I agreed to go and get some food and return a short time later, when I returned there was another customer requesting a room with early check in, she was given the room and told the early check in fee would be waved due to the time. I was still waiting for my room and still paying for my early check in. Once finally checked in I was told I was given a ‘free upgrade to an executive room’, we arrived at the top floor room and were instantly disappointed, we only had the double bed and no sofa bed, the sky tv did not work and the light switches around the bed were not fully functional, there was only one towel and the toiletries in the bathroom were almost empty, there was also loud music coming from other guests on this floor. We decided to just put this all to the back of our mind and go out and enjoy the evening we had in planned in London before an emotional day of cleaning our family graves at the local cemetery the next day. When we returned in the evening, we requested an extra duvet as we had been out in the rain all evening, we were told it would be brang up, however an hour later it wasn’t and we went to ask again, we were questioned on why we would need an extra duvet and it was eventually brang to us another hour later. That evening I was alerted to a number of fraudulent transactions by my bank and had to cancel my card, for some reason this had caused Novotel to refund my payment for the hotel and then attempt to take it another 6 times around 2am. On checkout I went to the desk with another card, attempted to explain the situation and make the payment again. The lady at the desk made me feel like I was a criminal, asked me repeatedly if my card was presented at check in, which it was and why the card had declined, when I explained about the fraudulent transactions and that I had actually been a victim of a break in in the days leading up to my stay, I was sighed and eye rolled at. I was asked if my stay was okay, but judging the attitude I was obviously being viewed with, I decided this wasn’t an appropriate time to complain, I felt like I was being treated like a criminal and just wanted to leave. I wasn’t even thanked for my stay or said goodbye to and then honestly spent the drive around my home town, the town I grew up in, in tears on the way to my family gravesite. I’ve never felt so unwelcome. Currently I will be cancelling all my future stays for the year with all Accor, and will be extremely reluctant to book this hotel again when I return home again next year.

Review from previous stay in 2024; Stayed for an event in Gunnersbury park so location was perfect for us, stayed in the executive room with early check in, room was ready on arrival, comfy bed, great air con, sound proofed windows so noise from the roads outside, lovely bathroom and shower with toiletries. Staff were very friendly and helpful, will definitely be returning next time we...

I was supposed to stay at this hotel on the 12th of July as I was coming to visit my son from Newcastle, I had booked the hotel 2 weeks prior and the money was taken out of my account and I was really looking forward to staying there as I have never had any issues with the Novotels I have stayed in the past…until now, I was given the sad news that my brother passed away on the 6th of July and because of this devastating news my trip to London was cancelled, I called the hotel the following day and spoke to a female who’s name I can’t remember however she was very civil and understanding and showed empathy towards the sad situation I was in, she then informed me that she was going to speak to her manager and get me a refund due to my circumstances as what also helped my situation was the fact I never booked through a 3rd party and I have given them plenty of notice. So today on the 8th of July I decided to call the Novotel in Brentford to double check that the refund was definitely going ahead and I spoke to a male I believe was the hotel supervisor called Victor Mendes, and when I explained to him that I spoke to one of his colleagues a couple of days prior regarding my situation and he said he knew nothing about this and I will not be getting a refund and he said I dont know who you spoke to but I’m telling you your not getting a refund and the only option he gave me was to stay in the hotel if I ever come back, the man spoke to me like a child and was not sympathetic towards my circumstances and didn’t want to hear me out and repeatedly talked over me, I asked to speak to a manager and he said there was no manager…which I find hard to believe!!! and he is the supervisor and I will not be getting a refund, I had this man on loud speaker and even my wife could not get her head around how he was speaking to me, all I can say is that if this is how the staff treat you in this hotel then I would completely avoid it is clear they don’t care and I won’t be staying at a Novotel again which is a shame because I have been happy in the past and I travel a great deal with work and have never had a problem until today as I was getting spoken to like a child and the supervisor they have seemed to pass the buck to the women I spoke to 2 days prior and he made me aware she shouldn’t of informed me I was getting a refund, I would of thought realistically that anyone who does work at the Novotel would no there job and no how to treat customers in the hospitality sector. My friends recommended this hotel to me and they still stay there regularly with work and they have made me aware that because of the way I was treated off the supervisor the will be no longer staying...

For the most part, the staff was courteous and friendly. Had an issue where we seemed to have experienced colorism, and four of the staff members who were supposedly managers, treated us downright rude. Hence the reason I am giving 3 stars for the Service.

The room was not bad, however, the pillows were dirty and for the 9 days we were there, the cleaning staff only made the bed by straightening the comforter not the fitted sheets and neither did they change the sheets. We had to request towels and bath rugs.

Breakfast was not included in our booking because they stated we didn’t book directly through them but rather through Priceline. Therefore if we were to have breakfast with them it would be an additional $21 pounds per person, daily. With 8 of us traveling, that wasn’t going to work out in our best interest. We ate once in their restaurant and again the service we received from the staff was very poor and unimpressive, so we just ate out every night. We did try to bring food back to the hotel and as a group tried to eat together but was told by a manager that we are only allowed to eat outside food in our rooms as we would have to reserve and pay for the conference area if we wanted to eat or get together, even though we cleaned up and didn’t leave any mess and this was after 10/11pm at nights when there was no one using that area.

The positive was that one night manager Youssef, who, if it weren’t for him, as well as Georgia, one of the day staff, I would totally give this hotel TWO STARS. Youssef, after hearing our complaints, profusely apologized and offered us complimentary drinks and a private area to hang out.

The hotel itself was nice and the area it was in was walking distance to the bus stops, underground train stations, restaurants and grocery stores and also about 17 to 20 minutes away from Heathrow Airport. The view wasn’t great because the room we got was facing the dumpster and the road.

We all asked if we could be assigned rooms on the same floor and were blatantly denied, stating that they were booked to capacity, however, my sister and husband had an issue with their room being very filthy and requested it be changed after showing the manager pictures, because the other staff that she was making the complaint to, initially refused to change their room, so he was very apologetic and accommodating.

Would I be booking into that hotel again? Not at all. I’ve gone to less fancier hotels and gotten better service than this one. Would I recommend it to anyone? Not the first...