Novotel London Brentford

Firstly, the hotel rooms, the hotel and the restaurant were great value for money and could not fault it. However unfortunately the end of the stay was ruined due to poor customer service. On checking out, I was informed I had accidentally been charged an extra parking payment, but it had been refunded, this would take 2-3 working days to go back in my bank, accidents happen so this was fine. On return home, I opened my online banking to find out I’d been charged £147 not £15. I initially panicked wondering where this charge came from. I phoned the hotel and was told due to me using 2 cards for when I booked and when I checked in, there had been some sort of crossover. I asked for management to phone me back the next day, which they didn’t, so I wrote an email. I heard back the night after so 48 hours in all. I received a half hearted apology. I’ve since realised that it wasn’t one payment of £147 but 2 they took out. I have emailed them again, and still waiting to hear back. I just do not think this is good enough and think it’s extremely poor customer service and has put me off using the hotel again.

We were only just one day, but everything was clean and perfect. Good and fast at the front desk. The beds were comfortable

I called room service to request a Coke in my room, but no one answered. I then called reception, where the staff were unhelpful and refused to deliver it, telling me I had to go downstairs to collect it myself. Truly terrible service.

Good size, quiet rooms, comfy bed and good value (only £10.00 dearer than the Premier Inn next door) didn’t have the breakfast so can’t comment on the food. Would definitely stay again if in the area.

Stayed here before, will stay here again. Appreciate the free upgrade to the executive room.

The hotel exceeded my expectations. It smelt lovely on arrival. Friendly efficient

The people that hang around in the area of the hotel can be off putting but overall we love the hotel - and having Sainsburys local so close is really useful Breakfast options are brilliant - love the mini pain au chocolats

The room was excellent and a very good size

Good location for Gunnersby Park. Had a lovely meal in the restaurant and drink at the bar. Comfortable night stay.

Good location, clean, good service.

Very slow check in

Great room Great staff Great Breakfast Also used the pool and sauna Great as well during our stay would recommend this hotel to anyone who needs a hotel in this area exceeded all expectation

U feel well looked after and staff are quick and efficient Rooms are neat and have been well cleaned Corridors dont smell Breakfast options are amazing

Was clean and staff were friendly.

Fantastic stay. Couldn't fault it. Thank you.

Amazing hotel in a great location, our room was upgraded which was an amazing surprise, clean, quiet and comfortable.

Comfortable and clean room! Lovely staff

I had a flight canceled with a new flight out in two days. This Novotel was available. I took a chance booking a room and I’m glad I did. The location was perfect to visit Kew Gardens. The hotel offered a great breakfast buffet and a diverse lunch and dinner menu. I would stay here again if I had a few days layover in London.

Great hotel - great restaurant - far away from rail station Uber very good

Enjoyed it!