Novotel London Heathrow Airport T1 T2 and T3 Hotel 4 stars

Very helpful staff and willing to help in every situation. Very useful that bus stops are located right outside the hotel both from or to Heathrow Airport. Excellent room facilities and quiet during the night!

A great night's sleep before heading off on a long haul flight to Australia. Very comfortable bed - lovely room - great breakfast. Thanks

The food at the restaurant is really delicious. All the staff is really nice and helpful. I enjoyed my stay.

When we needed a place to be safe during the Covid-19 outbreak in London we found our refuge at this hotel while waiting to return to our home country. The staff were wonderful and remained calm and professional despite the situation and their own personal circumstances.

I had rushed to get back to UK from Japan in today's difficult environment and had to take a flight via Moscow arriving at LHR on Tuesday 24th March at around 9pm. I had booked the Novotel Heathrow as I wanted to sleep and make my way home the next day after an almost 24 hour travel schedule. My flight arrived early and I waited 30 minutes for the Hotel Hoppa bus which took me to the Novotel via T5 and several other hotels. Upon arrival I walked into a crowded lobby full of Middle Easter travellers with masses of suitcases and baggage stacked around. I should add that the Hoppa bus does not drop people off at reception but at the car park corner and I had to drag my suitcase, golf bag and carry on luggage over myself. I presented my reservation confirmation which had advised you in advance that my arrival would be at about 10pm and I was told that the hotel was closing down due to Government instructions and I had been re booked to the Holiday Inn and a taxi would take me there. I asked for clarification having checked online that there was no Government guidance on the subject nor had I received any email confirmation from Novotel. In the midst of chaos and with a taxi waiting I decided to take my luggage and go to the Holiday Inn where I was warmly received. At no time did any Novotel staff offer to assist with the cases. I enjoyed my stay at the Holiday Inn which will now be my first choice for mid range travel as I subsequently ascertained that in fact Novotel Heathrow is operating but apparently had been block booked by Qatar airlines for their travellers impacted by the virus and that when I arrived, it was overbooked. That explains why when I questioned the closure, one member of the reception staff did try to see if a room was available but she was quickly overruled by her male supervisor who had originally told me the misinformation. I understand we are in difficult times and I did end up in a satisfactory hotel. I do however resent being told lies when clearly the UK Government is not closing down hotels and such disinformation could add to the already heightened panic. I also resent not being informed of the cancellation of my booking by email or text as I could have gone directly to the Holiday Inn and saved myself about an hour in getting there. I am a seasoned traveller and can deal with the truth but I cannot abide people who lie to customers and blame an already pressured Government when the reason for non availability was purely commercial and or overbooking. So you asked for my experience when I didn't even get to stay at the hotel, now you have my answer and perhaps you would be good enough to respond with a clear reason why you refused me a confirmed room and why I was not advised of the rearrangement prior to my arrival?