Honest review. We paid £180 for one night for room, Not at value for money and service is very poor Please note below points 1. Air conditioning was not working for Many rooms, tried contacting hotel reception few times and follow up but, no use, around night 12.30pm with electric fan. Be careful if booking during summer time 2. Staff not friendly, room service is pathetic. Shower not working properly. Do not recommend this to family

The hotel is quite nice and the employees did everything to make us feel welcome. Especially Waqas made our stay very enjoyable. Thank you! The metro Station is very close and Shops are in the neighbourhood. The room is nice and clean, everything works.

Love staying here for its convenience to public transport. Good well lit car park. Dogs can stay (there is a charge). Rooms clean and well appointed. However, shower leaves much to be desired. Not much oomph. Good breakfast available. It does get busy, but staff friendly and helpful.

Initially surprised by the interior, nothing too fancy but much better than I had expected. That’s where the positives pretty much stopped. Took 40 minutes to check in despite a short queue. One staff member on the front desk was incredibly rude ignoring guests and wandering off. No apologies or I’ll be right back and never once made eye contact with a guest. Eventually got checked in but given no information on breakfast details, just here’s your key. Found our room and it was alright, bed uncomfortable but that’s personal preference. Very loud out in the corridor, a lot of road noise and shouting from other guests that were in a plaza which the room overlooked. Staff at breakfast friendly and efficient. A lot of choice for breakfast but all the supposed hot items were cold so wasn’t particularly pleasant. Great in terms of location but definitely wouldn’t go out of my way to stay here again.

The hotel is a standard business focused hotel so I wasn't expecting something special. It is conveniently positioned closed to the station and is easily accessible. Communication can improve. We wanted to add post booking early check in, hence we called to arrange this. We were told that the hotel can not guarantee early check in (despite this been offer during the booking process for an additional charge £20), however we could call the day before or day of arrival and the hotel could advice if they can offer it. We called on the day checking in to be told that shouldn't be a problem since the hotel is not fully booked. Arriving at the hotel for early check-in at 12, only to be told that they can not offer early check in since no room was available. This was a really big hassle for us having to return back from central London to check in at 3. Overall the communal used areas of the hotel (reception, lobby, restaurants) are been looked after more rigorously compared to rooms. The room we were given does not met the expectations of a 4-star hotel room. Carpets were very worn, bathroom had dirty extractor vents. Tiles and sealant had black mold marks at the base of the bath tap. Not felt very happy about the cleaning state or overall state of the room. Bed sheets were smaller than the matress and part of the matress was exposed. The conference I was attending was hosting lunch as well offered by the hotel, unfortunately the quality did not improve there either;sweet and sour pork had barely any pork in it and the two pieces of meat were inedible. Definitely will not return back.

Overall was a great stay. All the staff were friendly and helpful. Ideal location for the Apollo, but also Kensington / central London. Room seemed clean. We were also very early for check in but we were able to go to an available room, which was great. A recommendation would be to make it clearer about dinner, as we booked a room which included dinner, but on arrival it wasn't made clear and again when we ended up ordering dinner, just seemed complicated for something simple. And if I'm being really picky, some better pillows and cases (personal opinion). Definitely recommend staying here.

Currently staying here and biggest mistake I have ever made with a hotel. Service is a disgrace. Three family members booked in and room only ready for two. Reception of no help. Went to them 5 times looking for assistance and all they did was send you in search of someone else. Took us a day to confirm we had a reservation for Christmas Dinner after I had booked over a week earlier. Again Reception had no idea or list of bookings only got it confirmed an hour before we were due to eat and the dinner was cold at over 50 pounds a head for a self service absolute joke. Avoid this place like the plaque.

Welcoming, clean and comfortable stay. We booked for an overnight stay and had no problems whatsoever during our stay. We came across friendly staff at all times. Bed and pillows were very comfortable. Room has all basic amenities. Thank you for the cake and the welcome card.

We had a very pleasant stay on this hotel. The staff was friendly and efficient. The breakfast is great value and good quality, however you might get tired of the same menu if you stay too long. Something to correct is that the hallways are full of plates and bins from room service and they stay there for a couple days. This is a safety hazard that should be addressed. In general very good experience with this hotel and the location is great.

I was concerned about this stay having read the reviews but I’m pleased to say that my experience was nothing but positive. The welcome was friendly and my room was ready ahead of time. The room itself was clean, well maintained and quiet. The beds were firm but had a soft topper to make them comfortable. Breakfast was also very good, with a large selection of food stuffs and the waiting staff were very helpful. I was able to leave my luggage in the secured room, which is vast and always managed. All in all it was a great stay, I’d definitely recommend it and will look forward to staying here again.

Decor of the hotel was to an excellent standard, breakfast was a cut above what I was expecting (e.g. Brewers Fayre). Seemed an odd choice to have reception on the 1st floor as opposed to the ground floor. Bed wasn't comfortable but of course that's personal preference. No road noise to speak of. Shower was nice and hot, with plenty of flow. Receptionists were polite and attentive, if a bit hard to understand their heavy French accents.

Since the arrival, I was enveloped by a wave of warmth and hospitality. The staff at Novotel West are absolute stars - every single one I encountered radiated smiles and genuine friendliness, all while maintaining a level of professionalism that put me at ease instantly. It felt like checking into a friend's charming home rather than a hotel, with everyone eager to ensure I had a comfortable and enjoyable experience. The interior is a feast for the eyes - beautifully decorated with just the right touch of elegance and personality. Every corner is impeccably clean and tidy, with a meticulous attention to detail that elevates the experience even further. If you're looking for a place to stay that feels like a welcoming embrace, with professional service and a charming atmosphere to boot, look no further. This is a haven of hospitality, and I can't recommend it highly enough. Five out of five stars, without a doubt!

Should be 2-star instead of the 4-star as claimed. Room shower area is a bit cramped and should be larger. It also does not help that the shower area is not fully partitioned (it is in the bathtub area) to prevent the water from spilling out to the toilet floor. Furthermore, Toilet bowl flushing is faulty, as the flushing water will spill out of the toilet bowl for a full flush. Strengths: 1.location; 2.quiet if not facing the main road; 3.room heating system is working fine. 4.consistent breakfast quality

I’m here for 2 nights but I was made to feel so welcome and the greeting was so friendly from Nara that I wanted to give my feedback immediately! After a long day it was great to relax in my room and order room service. The food was great too! I will definitely mark Novotel London West as a favourite and I’ll be back…

Mixed experiences with this hotel - After my first visit, I told myself I’m never booking again due to a few factors. Customer service upon arrival gave the impression that they had a long day and just wanted to go home, the room smelled like someone smoked in it (no smoking room) and had burn marks in the carpet and when trying to get some food which they advertised as 24/7 available for room service, most was not available and then the worst sandwich (??) I’ve ever seen arrived (it was around 9/10pm). Because the hotel is close to offices where I work, I chose to give it another try and my second stay was much better. The receptionists were very kind, the bar staff is great (every time) and room service was good (I ordered around dinner time the second time around 6pm ish)

The staff were helpful in resolving a booking error before my stay. The staff member initially serving us, with assistance, was in training and did a really good job of making us feel looked after - great to see some thorough training for new starters in action. The room was comfortable enough and clean without fault, but the air conditioning simply did not work. Switching it on on the lowest setting just make the room even warmer, and the windows looked out onto the traffic which meant we were woken up a few times by sirens and alarms or by the room overheating if the window wasn't open. Overall a nice enough stay with comfortable beds, but please make sure your air conditioning works!

I stayed here just over a week ago, and it's was one of my most favourite UK hotels I've stayed at so far! The hotel itself was really cool and inviting with the decor, every single staff member was so friendly and helpful, and my room was super nice, cosy and clean! It's about a 10 minute walk to Hammersmith station, and has things nearby like popular restaurants and things to do. The breakfast has lots to offer buffet-style, and there are two restaurants, the Artisan and Aroma, which they food and drink there were absolutely delicious! A very high-quality experience. The dining staff especially were friendly and welcoming, but a special shout out to Jyothish for being so accommodating and nice!

Stayed here for 1 night, on checking in was told we had been given a room upgrade, the room seemed OK, mini bar was free so always a bonus however found that the bottle of orange juice in the mini bar was already opened and was half empty, the leads me to question the overall cleanliness of the room. Although checkout wasnt until 12pm housekeeping tried to enter our room in the morning before we had checked out making my partner and I feel uncomfortable. The location of the hotel however was perfect for what we needed. Not sure we would stay here again.

Check in on arrival was efficient but not very friendly, not personable. The downstairs reception by the lifts looked very elegant, with the Christmas decorations. The reception and restaurant/bar area was also very well presented and should be praised. I did call ahead of time to confirm that the room was for one adult and one child but upon arrival the sofa bed was not made up. A quick trip down to reception resolved this though and I was impressed how quickly the issue was then resolved (within 15 minutes). The room was adequate and bed comfortable although we did hear our neighbours get up at 6am through the blocked off connecting door which hadn't been sound proofed very well. Considering the location and the price I paid, I was happy and would return.

Had a super friendly experience staying at this hotel, Wagas helped us to check in early as we had a wedding to get ready for. Was a lovely modern hotel, breakfast had a wide range of options and a huge 60 inch TV & fridge in the room was just what we needed on a hungover morning. Would definitely recommend!

Excellent experience. Check in was very efficient. Manny was very professional, caring and helpful. All staff were pleasant and friendly. The room was really great. Clean, spacious and comfortable. Excellent mini bar and tea and coffee selection. Would definitely recommend this hotel to others and would definitely stay here again.

This review is based on my outstanding experience with the front desk receptionist Rachel. I didn’t have any reservations at this location and she was able to get me into a room last minute. She also let me know if the membership discount for first time users so I applied for membership as well. She was cordial, attentive, helpful, and very polite. I even must up pronouncing her name as I am Spanish I accidentally called her by the Spanish equivalent to her name multiple times. Rachel is an outstanding customer relations person and deserves to be recognized for her efforts in a time where good customer services is hard to find. Thank you Novatel and Rachel, I will be coming here again.

Location is very convenient with buses and trains 2 minutes away. Whilst staying the reception staff were great. However, trying to phone them before my stay proved impossible. Our 'superior' room needed an upgrade. They had put in good beds and headboards but the carpets were filthy from years of ingrained dirt and there was artex on the walls and ceilings.

Room was big and the bed comfortable. Carpet was somehow dirty and I was missing the usual bathroom stuff and hotel book to read. Service was very good. Breakfast too. Meeting rooms would need some improvement to feel comfortable bit luckily the bar was great and of a great comfort

great 5 day stay. the hotel is in walking distance from the hammersmith station. rooms are clean, comfortable, and quiet. the desk staff is very friendly and helpful... answering all my questions and addressing any concerns i had very quickly, in the lobby there is a restaurant that served food including breakfast. they also have a bar/lounge located inside the lobby. the interior design looks goos as well and the landscape architecture on the outside of the building. overall good experience

A very useful location just outside the congestion charge zone to meet colleagues. Plenty of underground parking on site. Large open plan restaurant and wine bar in massive modern foyer. The staff are happy to chat and help with enquiries. Nicely appointed inside, modern, spacious and airy.

We had a great time at Novotel place. The communication was super easy and quick and the place looks exactly like it does on the pictures. The neighborhood is very conveniently located and although it’s a lively neighborhood the apartment is very quiet! Very tidy and lovely room equipped with everything you need. A good bed and nice bathroom with really clean towels. We had a great stay!

Our stay here was excellent the off street parking is handy as you know how parking can be in London. Staff were friendly breakfast was good with lots of selection to choose from. Rooms were kept very clean and for the price we paid it felt luxurious. I will definitely be staying here again no doubt as it’s in good location a few minute walk from the tube station. Soaps were lovely and felt expensive I wonder where you can buy that as I’d love to buy some for ourselves. Thank you

I stayed on business and the hotel was almost blocked booked due to the sheer number of staff on arriving at 11pm the reception could not find my booking, despite the reference number, they asked if I could call and wake up my colleague for information. The manager found the booking as it was a different system but took a long time and no apology just you can't stay. We had to leave to be on site at 4am the next day, I requested a breakfast box as breakfast was paid for but obviously wouldn't b e open at that time. Was told there is nothing we can do. When I returned to my room the cleaner obviously didn't like emptying cups and had left the dirty crockery in the room. On my final day I again had to leave before the breakfast started. I ordered a breakfast box from the restaurant and the reception booked against my room number. When I got to reception to check out and collect breakfast I was told we don't have anything like a breakfast box. The gentleman on reception didn't even ask my room number. The food was mediocre, pasta class and prawns had no prawns in it all. Its like everything is too much trouble and no on wants to help. Nice room, good location. Awful experience

Staff were fantastic here couldn't be more helpful. The communal areas and breakfast were outstanding however the rooms are very tired and could do with some updating. Beds weren't very comfortable but the rooms were spotlessly clean. Overall it's a very good hotel and I would stay again at the right price.

When we stayed at the Novotel West London hotel last month, we had a nice stay there. At the check-in desk, we coincidentally met the Duty Manager, Ryley. We were truly touched by his welcoming and customer friendly nature. His passion to provide a great service to customers is commendable. He made sure that our stay was enjoyable and pleasant. Ryley's leadership skills are amazing. He leads by example. It felt like he was a role model for his team and a great team leader. He makes every effort to motivate, coach and support his team to work hard and demonstrate a 'can-do' attitude, always serving with a smile.

Everything went well after the check in. The location of the hotel is spectacular and the room itself is in the acceptable standard. Unfortunately, we faced an issue of the shower which was super hot and cannot be adjusted. We went downstairs to the reception hoping to get a quicker assistance than calling from our room. However, we had been waiting for half and hour, so we went to the reception again and were asked to wait for the maintenance team. We was exhausted from the 13hr flight and wanted to take a shower before going out for dinner. It took about 1 hour for the maintenance staff to show up. The staff named Vivek was very nice and was able to fix the issue very quickly. Thank you so much for a very impressive assistance from Vivek!

The hotel was nice, staff friendly, check in easy, etc. One major gripe - the rooms were way too hot. I had to sleep with no cover all night because it was far to stuffy in the room. When I mentioned it to the front desk the next morning, she just said "even here at the front desk I sometimes get too hot." Well, you're not trying to sleep at the front desk, are you... I thought. I recommend that the hotel find a way to make the rooms cooler. There was an A/C but of course it didn't work. They should really tell you that at check in to save you having to battle with it at 02.00 am. Also, it is better to open the window (since the A/C doesn't work anyway), or keep it shut? Which would make it cooler? The hotel should find out and share that with people checking in. Even a couple of degrees could have made all the difference. Lovely hotel, but please try and make it cooler. Thanks

I attended London Dance nights. The venue was absolutely fabulous from parking the car, having refreshments while waiting and then the main event and then been shown to my table. The staff were friendly, attentive and keen to ensure an enjoyable customer experience. The food and drink was wonderful and the event (not run by Novotel) was a fun filled. Overall a fabulous Saturday night and I left with a big smile. Thanks Novotel and London Dance nights.

Great food and Good service!! I stayed here to get easy access to my project in Hammersmith and my experience has been lovely. The rooms are quite comfortable. Servers were friendly. Can't forget the lovely breakfast ( perfect bacon and sausages) I had every morning before I went to work,also loved the breakfast spread and fruit counter. I usually ate the dinners outside but on my last evening had the chicken burger which was amazing. Fully recommend

Stayed for a night and the overall experience was positive. The best part was the friendly staff of the hotel. I was supported by Parshad who provided a seamless customer experience for me. Excellent breakfast Rooms could be better in terms of noise insulation.

Executive rooms are spacious, comfortable and with fantastic complimentary offerings. Front desk staff (Waqas) always attentive & very helpful with any requests I have made. The buffet breakfast is also extensive and popular at peak times but the staff managing this are very efficient ensuring food is replenished and that tables are cleared quickly.

Great hotel with a great location for the Apollo. It’s literally a 5/10 minute walk away, so you can enjoy your evening and not have to worry about the chaos of the tube. Great friendly staff, and nice rooms. I stay here often and it’s always a lovely experience. Thank you to all the staff.

The hotel is in a great location with easy access to central London. The entrance, lobby area and the restaurants are lovely with friendly and helpful staff. The hotel rooms feel a little outdated but are clean, functional and the bed was very comfortable, which is why I gave a slightly lower score. All in all it’s a good hotel and would recommend…

We were upgraded to 9/F for our stay, 9/F rooms are much nicer then other floors (which we stayed for many times so we could tell the difference). Check in process is fast, nice and warm service by duty manager Ryley. Great breakfast buffet choice, time is 06:30-10:30 and foods are still sufficient and fresh at 10:30 (which is not in most other hotels…). We’d choose to stay in this hotel again for our next stay :)

Everything was excellent. Hustle free check in, quick room service and good amenities. The bar was buzzing and the buffet for dinner was very decent for a 4 star hotel. I would like to mention Lea, who treated us as VIP throughout our stay. Definitely we will come back for Christmas

Rooms were very small, outdated decor and carpets stained. AC/fan didn't work. The food there was a hit and miss. Somethings were very good, other things very dry and bland. The location isnt the best however it is walking distance to a few good markets and restaurants. The customer service here though was amazing!

Attended a 4-day medical training course here in the Mezzanine suite area (downstairs at the back). It was spacious and clean, perhaps a bit dated decor-wise and dark, but overall very fit for purpose. We also used some of the upstairs meeting rooms which were, on the contrary, very modern and bright - complementary pencils/paper/water etc. I was struck by how enormous the place was with regards to meeting rooms. Did look into staying at the hotel for the duration of the course however the price for 4 nights was too expensive, with no obvious discount for those attending the course. As I walked in I noticed opposite reception an impressive 'shop' area which sold cans/bottles of beer, snacks etc at a reasonable price which would be great if you were staying at the hotel. A short walk from Hammersmith tube station and also there's a national express coach stop very close by if you're coming from the west.

We had the most amazing stay. We had an executive room on the top floor. Nice and spacious and immaculately clean. Complimentary minibar which was wonderful. On arrival the reception staff were incredibly friendly and welcoming. We had breakfast which was worth every penny. Plenty of choice and all of it delicious. Again the staff were incredibly friendly and welcoming. On the Sunday I asked to stay until 5pm as I was going to another concert that night. I spoke to a lovely young receptionist called Nara who, after talking to her manager Steve, agreed I could stay until 5pm. Nara is a credit to your team, she was both very professional and polite. We will definitely stay at this hotel again. It's a short walk to the Eventim Apollo and the local shopping centre. A big thank you to Novotel for making our weekend extra special.

I didn't stay in the hotel, attended a conference there. Lots of staff available to welcome and guide visitors. Main conference room we were in was well set up and audio equipment was good quality for the speakers, no issue hearing them. Decent but not outstanding lunch.

Booked over the Christmas period. Poor customer service; unable to attend to our concerns and we were given confusing information about pet friendliness. Staff were not communicating with each other and staff look like they are not aware of their own policies. Poorly ventilated room. A/C not working and when escalated, the response was 'it should be working' without even sending someone to take a look. Minimal to no amenities - surely for an expensive room, toothbrushes should have been included. All ice machines are not working on the fourth floor. Rooms clean but toilet needed work. Had to dust off the walls and ceiling ourselves. I would not come back and definitely would not recommend.

When I booked the extra night for an existed booking, I rang to do so despite paying more than booking on line since I was hoping that speaking to a staff would make sure my request is received by the hotel. My request was that my two guesses can stay in the same rooms to the end of their staying with the next booking to make sure my guesses do not have to pack their bags in the middle of their staying. This is a request made well in advance. But the hotel told me that they needed my guesses move to different rooms since they could not find my request anywhere! The receptionist spoke to me as if she found my request absolutely outrageous. Even at the end, only one of my guesses needed to move, but it is very disappointing for such quality of service by the Novotel.

As a family of four, we often book Novotel during our travels. This particular location had a good spot, within walking distance to the subway station, but the service was lacking compared to other chain hotels. We encountered an issue this time: upon check-in, I specifically inquired about the parking fees, was informed it was hourly but wasn't told that to get the quoted price, we had to report our room number at reception before paying. We paid directly at the parking machine, as usual, only to be charged more than double the original quote. After taking photos and speaking with reception, the staff member was dismissive, coldly stating that notices were posted on the parking machines, pushing all responsibility onto us. This was incredibly frustrating; it's natural not to scrutinize every piece of text on a machine, much like how the brain ignores online ads. Moreover, the notice was only in English, which seems unwelcoming to non-English speakers; it's unfair to rely solely on a small English sign to absolve from overcharging parking fees. My final rating was higher than anticipated because a manager eventually addressed the issue satisfactorily upon my insistence. However, I'm very dissatisfied with the indifferent staff member who failed to consider the guest's perspective, making us feel foolish and significantly dampening our travel mood.

Jessica who checked us in was thorough, efficient and answered out inquiries on transport links to Heathrow, including getting us a taxi quote. She was cheerful. The room was excellent with good space, comfortable bed and clean. The hotel is well situated in the heart of Hammersmith. Will come again