Novotel London West

Checking out.

Arrived at 1130pm, we had reserved a twin room with two single beds roughly one month in advance of our stay. Our room had been given to someone else as the hotel assumed we were not arriving. We were not told this at reception by the condescending check in assistant. We found this out when we arrived in our room. We also discovered stained sheets when we arrived. We called down to the manager to come up and resolve this. I had purposely booked single beds due to personal reasons, to share a double was not acceptable. The manager was reasonable and offered to refund 50% of the stay. Considering they had double booked, they weren’t losing any money so really this was the least that should’ve been done. Sheets were also changed. During check in I was told that the transaction on my card was authorisation only and we’d be charged when we checked out, it was not, they took the full amount for the stay in advance. I believe this was based upon my appearance, and was solely down to a judgmental receptionist. FYI this is not an expensive hotel, I stayed here for convenience only. I was having major surgery the following day, and was dressed in a hoody for comfort. Not because I’m a reprobate. The following morning I complained to a new batch of condescending receptionists regarding the refund, I was fobbed off again. No full apology for our inconvenience and treatment has been made. I’m still waiting. It also took four days after check out for the refund to appear. I would never recommend a Novotel again. There was no excuse for the way we were treated and frankly you should all be disgusted, and retrained in the correct way to speak with customers ( oh and humans in general). You could also do with giving the hotel a good clean, it’s gross.

ok breakfast ok location

rooms too hot