Novotel London West

Conveniently located a stone's throw from the Hammersmith Tube stop, this is definitely a corporate friendly hotel. Never a fan of food in the UK, I was pleasantly surprised at the quality and calibre of the newly renovated restaurant located adjacent to the lobby. Guest rooms are simple and clean (standard universal Novotel rooms as I have experienced many and even the furniture matches across oceans) - good for short corporate stays.

I stayed for one night as attended a conference there. The rooms are a very good size..the largest London hotel room that I have stayed in. Bed very comfy and linen/towels spotless. Breakfast was superb with an extensive choice and tasted great as did our hot buffet lunch. I would recommend this hotel if you are there on buisness in that area or en route to Heathrow. I had some concerns before going there after reading various reviews but I guess some people are hard to please! My experience/stay was a positive one.

I booked and paid in full for 4 days B&B about a week before my visit. I booked online direct with the hotel for an executive room which advertised free WIFI service. This service was a key factor in my decision to stay at the same hotel which held the internet marketing conference. Upon arrival I was given a smaller room than that which matched the online photo and the bathroom had just a hand held shower in the bath which I considered inapproproate for an executive room at £150 per night. Eventually I was moved to an executive room which matched the online description.

Every morning there was a breakfast queue due to inadequate tables for the number of guests. Every morning there was 15 to 20 minute wait for a table. Almost everyone commented about the long wait in the communal areas and lifts.

After waiting 20 mins in the breakfast queue on the first morning I provided my room number and was told I hadn't paid, so was refused entry to the breakfast area. Despite informing the breakfast staff that I had paid and asking them to call reception, they refused. I was told to go to reception and resolve!. I was embarrassed in front of a queue of waiting quests. I waited at reception for some 20 mins whilst a large party were booking in. Reception staff apologised and were polite and promised to inform the breakfast staff that I had paid for breakfast.

I returned to the breakfast area and was told to wait by the side of the queue until reception called to confirm I had paid. Some 5 minutes later I was shown a table but told not to eat until they had received confirmation from reception. With no news some 10 mins later I asked if reception had called. No - they had forgotten! I was told that I could have breakfast and when finished to return to the till area. Now late for my seminar I had a quick tea, returned to the till area and informed staff that I had to dash and would be back tomorrow. Despite staff's insistant that I stayed I left to attend the seminar on the ground floor. After the conference I phoned reception from my room and was informed the matter had been resolved. Next day the same thing happened - queued, told not paid, refused entry, referred to reception, back to the queue. This upset me and ruined breakfast.

BUT UNBELIEVEABLY this same fiasco happened on FOUR consecutive mornings despite daily reassurances from various reception staff that my room details had been changed to confirm that I had paid for breakfast. On the fourth morning I was questioned by the same breakfast member I had met on the first morning! No apology was given at reception just an OK I'll inform staff. APPALLING CUSTOMER CARE!

Although executive rooms are advertised as free WIFI this is not the case. I was unable to access the internet from my room until the 4th morning despite support calls to reception. The hotels IT guy advised that I couldn't use WIFI only the plug in via the hotel mouse at a minimum fee of £7.99 per hour. (Cheaper for longer)

I very rarely complain so for me to do so shows how bad it was!

I hope the Manager reads this and is aware that lack of WIFI internet access and 20 min breakfast queues alienate customers!

EX CUSTOMER