Novotel London West

Novotel London West 4 stars

Customer review rating (ALL Rating) 3.9/5 514 reviews

ALLSAFE approved hotel

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Description

Hotel extras

  • Flexible meeting space for up to 1,000 people

  • 240 parking spaces and 6 Coach bays - all chargeable services

  • Pet-friendly accommodation and facilities throughout

  • Three minute walk from Hammersmith Tube Station

  • State-of-the-art gym facilities for all guests

Hotel location

Novotel London West

1 Shortlands, Hammersmith
W6 8DR LONDON
United Kingdom

Telephone +44 20 8741 1555

Fax +44 20 8741 2120

Contact email

  • LONDON TRANSPORT:  9 OR 10 HAMMERSMITH

  • HAMMERSMITH STATION:  PICCADILLY LINE

  • HAMMERSMITH:  HAMMERSMITH

  • By plane

    LONDON CITY AIRPORT At 30km / 18 miles

  • By plane

    LONDON GATWICK At 50km / 31 miles

  • By plane

    LONDON HEATHROW At 21km / 13 miles

  • By boat

    DOVER At 128km / 80 miles

  • By boat

    FOLKESTONE At 120km / 75 miles

  • By helicopter

    CITY AIRPORT At 30km / 18 miles

  • By car

    M1, M4 At 0km / 0 miles

  • By car

    M20, M25 At 0km / 0 miles

  • By car

    M3 At 0km / 0 miles

  • By train

    HAMMERSMITH BROADWAY At 0km / 0 miles

  • By train

    LONDON ST PANCRAS At 6km / 4 miles

  • By train

    PADDINGTON At 8km / 5 miles

  • By train

    VICTORIA STATION At 8km / 5 miles

GPS:51.492115, -0.219759

Companies

  • L'OREAL 0 km / 0 mi
  • WALT DISNEY 0 km / 0 mi

Hotel services

Check-in from - Check out up to

In summary
On site
  • Car park
  • Restaurant
  • Wheelchair accessible hotel
  • Well-being
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms

Your meetings and events

Meeting@Novotel, making your meetings a success. Whatever type of meeting you are organizing, you can optimize the chances of its success by benefiting from the Novotel network Our years of experience have let us build a great expertise in meetings organization. Take a virtual tour here: https://tour.theatro360.com/tour/Z9-L2HA

Room descriptions and layouts

26 

meeting rooms

From 1 to 1,000 

attendees

  • m / m²
  • ft / sq ft
Configuration is not available for these requirements

  • Unsure of the capacity needed for your event?

  • Convert different units of measurement and make organising your events easier.

  • This hotel is not suitable for your event?

    Look for another hotel

Our accommodation(s)

Spacious, contemporary design and adaptable, the Novotel room is truly a place for living. Perfect for all your needs.

Our guest reviews

Our guest reviews for
Novotel London West

100% genuine reviews from our guests

Find out more

ALL Rating  3.9/5  514 reviews

TripAdvisor Rating  4.0/5  5,213 reviews

Dated hotel, aircon doenst work

Customer review rating 1.5/5

M Business - Confirmed reviews ALL

In desperate need of a refurb, probably ok in the winter but dont stay on a warm day as the air con doesnt work

Dear Matthew C., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely,

Food very poor

Customer review rating 2.0/5

Tom Solo - Confirmed reviews ALL

I use this Hotel all the time but feel it has really gone down hill. Room was very tired looking and the food in Restaurant really poor. Both breakfasts were stone cold, plates cold, no butter, no sauces which I feel is very inadequate for such a large Hotel.

Dear Thomas J., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem with our food and beverage departments. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Phillip Whooley Hotel Duty Manager

Well located, good stay

Customer review rating 3.5/5

Anonymous Business - Confirmed reviews ALL

Business trip, surficed for the brief stay.

Dear Sharon D., We very much appreciate your comments regarding your stay at the Novotel London West. It is always a pleasure to receive positive feedback. I will share your concerns of room amenities and bathroom cleanliness with our housekeeping department. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. I will also share this information with our sales team to see if you qualify for a corporate rate. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Phillip Whooley Hotel Duty Manager

Far from great

Customer review rating 1.0/5

Anonymous Business - Confirmed reviews ALL

- Long check in / check out time - didn't receive the booked room at first - was charged an additional night despite the original book was only two night - no joy when calling the hotel - so far no reply on emails Overall far from a great stay. Not what I expect from a Luxury brand hotel

Needs some professionalism

Customer review rating 3.0/5

Spencer Business - Confirmed reviews ALL

The reception counter is crowded but there is no attention nor matter of logic. Check-in as member, no attention, no drink coupon. I was so fedup I didn't even bother. This room was Ilse the least clean I have had of all stays in the hotel. Bad luck? Black spots on the carpet etc...

Ageing, needs improvement

Customer review rating 3.0/5

Umesh P. Business - Confirmed reviews ALL

I was their for a Conference for 3 nights and I must say that they are not equipped to cope in terms of HR, though it is a big hotel. One doesn't get a comfortable feeling overall.

Poor stay

Customer review rating 1.0/5

Mg Business - Confirmed reviews ALL

I arrived for a 2 night stay for business and was put into a uncleaned room which was dusty, rotten food on the floor. The heating was not work so was given a radiator after 2 hours very poor. They didn’t move my room to my disgust, the hotel was recommended to me as I travel very regularly with the company and it’s on our preferred supplier list. I was do disappointed with the service the following day when I asked for the room to be cleaned or changed I was told nothing was reported. I will not return to the chain unless my trust and confidence is restored.

Dear Manjit G., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. Cleanliness and hygiene are two of our highest priorities, and we take feedback like this very seriously. I’ve spoken with the head of our cleaning team to review our cleaning procedures and to make sure this doesn’t happen again. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relations Executive

Customer review rating 4.5/5

Anonymous Families - Confirmed reviews ALL

Excellent

Dear Keith D., We very much appreciate your comments regarding your stay at the Novotel London West. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Warm regards, Lea Manalo Guest relation Manager

Hotel is fine - but service isn't up to scratch

Customer review rating 3.0/5

Garrya Business - Confirmed reviews ALL

2 night stay. Check in process is too long and tedious - if you are going to have people on reception have them servicing the check-in queue rather than talking on the phone. I wanted to charge drinks to my room but was told I hadn't added any credit to my account. During all the time at check in (for a pre-paid booking) where I had to show ID and the payment card there was no mention of the need to open room credit.....Its all just a bit poor. Check out was equally slow? Why do I have to ask for a paper copy of my receipt? You have me email on the booking - why not confirm at check in that you'll email my receipt so all I need to do at check out is drop my room key. Why do you inisit on making me stand around reception....

Dear Garry A., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

We were kept up half the night

Customer review rating 1.0/5

Anonymous Business - Confirmed reviews ALL

On the first night if the stay there was a party running to 1am on the floor immediately beneath us with music so loud that you could hear all the words of the songs. Apparently the receptionist was supposed to inform us at check in but the did not happen. Shockingly bad service.

Dear Geoff L., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relations Executive

Room not as requested and no one willing to help

Customer review rating 1.0/5

C. R. Families - Confirmed reviews ALL

Booked a family room I called and requested two adjoining rooms and a camp bed plus a double bed in one of the rooms as have three small children I was told perfect all booked after paying more for the stay. We arrive and are allocated two rooms not next to each other and no extra bed. They have now updated the T&Cs to say rooms may not be next to each other which totally defeats the point of offering family rooms I have been advised. No one helped, reception do not answer the phone and the hotel phone number not answered either. Not family friendly at all unfortunately.

Dear R. C., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Well located and clean rooms

Customer review rating 4.5/5

Snædis F. Friends - Confirmed reviews ALL

It’s very nice, the food was okay and the rooms where clean, loved that we had the option to ask them to not clean our room everyday

Dear Snaedis f. D., We very much appreciate your comments regarding your stay at the Novotel London West. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Nertila Guest Relation Executive

Good room (junior suite)

Customer review rating 4.0/5

Sharon Friends - Confirmed reviews ALL

Check in was very bad. Slow, asked to wait 30 mins for room to be ready, then check in took 20 mins only to be given wrong room. That took another 30 mins to rectify. Only one or two people on reception knew what to do. Long queue. Everything else was good.

Dear Sharon S., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Good location, couple of issues

Customer review rating 4.0/5

Kyra Friends - Confirmed reviews ALL

Excellent location for Hammersmith Apollo, close to the underground stations too. Warm welcome, lovely room with nice touches; we had a lovely view, too. Great little collection of toiletries in the bathroom. But a few issues were noticed. On arrival to our floor there was dirty crockery with a partially eaten meal (we arrived approx an hour after earliest check-in time). It was still there when we checked out the next day. We had visited the Apollo and wanted room service on our return, as we'd not had chance to eat earlier. It was late at night, but it was claimed there was a 24hr service. First of all, our room phone didn't work. My friend went to the front desk to report the issue and ask to place an order. They refused to do this, but did send an engineer up with my friend to change the phone. My friend then tried to call room service. No reply, the phone just kept ringing. Both my friend and I kept trying for almost an hour, but only getting either an engaged tone (presumably others trying too), or just ringing and ringing with no answer. By the time we gave up it was past midnight; we were tired out and so went to bed hungry and disappointed. Our experience meant we weren't inclined to stay at the hotel for breakfast, but rather check-out and go elsewhere. It was a shame, as the room was really lovely and we'd very much been looking forward to our stay.

Dear Kyra F., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you and your friend will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Superior rooms are BASIC

Customer review rating 2.5/5

Sue Families - Confirmed reviews ALL

OK stay. Staff in person are nice and efficient although I Could not get through to the hotel at all before the stay. The superior rooms are really basic. The beds were good and they had put in modern headboards in a very old fashioned room with artex on the walls and ceilings which had just had a paint. The carpets were filthy (they had been hoovered) with years of old stains and were very worn. For nearly £400 for two nights, this is not acceptable. I would recommend anyone going to a superior room to take slippers with them....

Dear Sue m., Thank you for taking the time to tell us about your experience at the Novotel London West. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Novotel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Nertila Guest Relation Executive

Nice hotel

Customer review rating 4.0/5

Scott Couples - Confirmed reviews ALL

Very nice hotel, pleasant staff. Perfect for our trip to the Apollo. Only downside was the shower wasn’t very good. No pressure.

Dear Scott D., We very much appreciate your comments regarding your stay at the Novotel London West. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. We will address and resolve the shower problem with our maintenance team. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Erald Qose Duty Manager

Dirty Hotel Poor Service

Customer review rating 0.5/5

Roy H. Business - Confirmed reviews ALL

This is a poor hotel, staff don’t really care, rooms were dirty and on,y serviced once in my stay, not enough staff, been waiting 6 days for call from general manager

Average hotel

TripAdvisor rating 3.0/5

Laura G TripAdvisor review

Nice location, reception renovated and very nice, but rooms are a bit outdated and the service was poor (no baby cot on arrival, not after the end of the day after asking reception, one day of no cleaning...).

Dear Laura G, Thank you for taking the time to share your review It really means a lot to know that you appreciated our location and our reception, however, we are sorry that you felt not all aspects met your expectations, Please allow me to express my sincerest apologies, At Novotel, we strive to provide a superior service experience for every guest and your feedback is very important to us. I would like to confirm that we are taking the appropriate measure to address your concerns and prevent future occurrence. We appreciate your sharing your concerns, and it is hope that you will give us the opportunity to better serve you in the near future. Kind regards, Lea Guest Relation Manager

A very quiet hotel in a perfect location for Apollo Hammersmith. Would recommend.

TripAdvisor rating 4.0/5

jocularjayne Business - TripAdvisor review

A very quiet bedroom with triple glazing, spacious and clean. Bath wouldnt' empty and very narrow with no grab rails. Rock hard bed and pillows so didn't sleep well. Bar quite nice. Didn't eat here so cannot comment. Staff efficient and friendly.

Incorrect information provided & no residents bar

TripAdvisor rating 3.0/5

infoB6598KB Business - TripAdvisor review

We chose this hotel as it was hosting a convention so it would be convenient for us. Our first problem was when we arrived. We had paid for parking in our booking. We have a van and a few days before our check-in we called the hotel to ask if there were any height restrictions as if there were we would come by train. We were told there weren't any but when we arrived we weren't able to park as there definitely was a height barrier! However the gentleman on reception was helpful and as there were no coaches due he arranged for us to park there. Those answering the phone need to know the answers to questions like this. Had the hotel been busy with coaches we would have had a serious problem. The room was ok, a little tired for a 4 star hotel. We had a cup of tea from the hospitality tray and when I got to the end of the drink there was a sludge in the bottom of the mug which was rather unpleasant. Water leaked from the shower (which was in a bath) over the bathroom floor. Breakfast was adequate but not the best. The fried eggs didn't look fully cooked and the scambled eggs and hash browns were cold (this wasn't a late breakfast either) The bar area was attractive however we were very disappointed that no last orders were announced, the bar staff literally just switched the lights off at midnight. The bar was extremely busy at that point (at least 100 people were there). We could not believe that a large hotel in London would not continue to serve residents. Despite appeals to the team on reception to continue serving there were no more drinks available. We will be considering a Premier Inn next year for the convention as at least we will get what we expect. Disappointing experience.

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