Novotel London Heathrow Airport hotel

"Looking after the details - how when you don't the whole experience comes apart"

19th May 2012, Princeville, Hawaii, USA

We took an executive room - the fan in the bathroom didn't work; the sink was essentially blocked and the internet connection was, in todays world, a bit of a joke, when it worked, which it didn't for a majority of our stay - nothing executive here.

"Noisy room"

13th May 2012, Tunstall44, Larnaca, Cyprus

book the value package but cost more I thought, the mini bar was so expensive I was frightened just to look at it, extra charges for parking, internet and extra to log on in the bar area, dinner was awful, 2 star food at 5 star prices, frozen chips and vegetables, all you can curry night what a joke, looked like (and probably was) it had been left out for hours If you stay here, bring your own food and ear plugs, as accor card holder, this wouldn't be my first or second choice of hotels at Heathrow, until its really cheap, it's the primer inn next time

Management responseThank you for taking the time to post your comments on Tripadvisor. I am very sorry to read that the hotel has not met with your expectations. We do try our best to honor all our guest requests, but on occasion this is not always possible. Thank you once again for taking the time to share your experiences online. Kind regardsBernard PanisseGeneral Manager
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"Good hotel, food could be better."

4th May 2012, Driecus, Blackpool, United Kingdom

Spent only 1 night with dinner and breakfast. Friendly staff. Nice and clean hotel. Excellent room. Cannot recommend the sea bass combined with nearly raw vegetables wrapped in paper. Breakfast could be better (sausages, beans, mushrooms, and eggs were luke warm, as well as the coffee). Housekeeping missed making the bed properly, since there was no mattress cover between the thin sheet and the aged mattress fabric.

Management responseThank you for taking the time to share your experiences online. I was disappointed to read that your experiences in the restaurant and breakfast did not meet with your expectations. We usually receive positive feedback regarding the level of food and professionalism of our staff and I am sorry this was not your experience.Thank you once again for taking the time to share your comments. Bernard PanisseGeneral Manager
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"Good stay at Novotel Heathrow"

3rd May 2012, Bleaty, Melbourne

A nice convenient hotel ( 5 min shuttle bus ride from Heathrow) Very good reception staff, good room, nice breakfast - big range - only downer was that it wasnt near anything else at all - needed to take bus back to Heathrow to then connect with tube. We stayed here because we had flown directly from Oz, knew we would be tired and wanted a good nights sleep before collecting the hire car next day. All in all good value for a nice hotel that suited our purposes

Management responseDear Guest, Thank you for taking the time to share your experiences online. I was very happy to read that you found the service excellent and enjoyed your stay overall. Thank you once again for your great comments.Kind regardsBernard PanisseGeneral Manager
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"Very good"

1st May 2012, glennmandrews, Hatfield, United Kingdom

nice and clean very handy, however web page did not make it clare what i was booking and booked a day rate instead of a evening rate

Management responseDear Guest, thank you so much for the short compliment. I am glad you enjoyed your stay and we hope to welcome you back again soon! Kind regards, Bernard Panisse General Manager
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"Heathrow Business Trip"

27th April 2012, Bartman1969, Barnsley, United Kingdom

Due to excessive Hotel prices in London, we decided to take advantage of the excellent transport and price benefits around Heathrow.

Management responseDear customer, thank you very much for your short and kind feedback.Kind regardsBernard PanisseGeneral Manager
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"Good choice for a pre-flight overnight."

27th April 2012, Saint Albans, United Kingdom

Needed an overnight at Heathrow as we had a morning flight and didn't trust M25 traffic. Chose Novotel because we had used the brand before and always been fairly satisfied with all aspects of the stay. Novotel West Drayton didn't disappoint as it was well placed for easy access to terminals 1-3 and 5 and just off the M4/M25. Checkin very easy, rooms fine and fairly quiet for an airport hotel. Used the restaurant in the evening, fairly basic menu but all you would need in the circumstances. Can't comment on breakfast as didn't take it. We were put off the bar by the usual constant football on TV which is really a pain if you don't want it.Would definitely use this hotel again for another pre-flight stay.

Management responseDear Guest, Thank you for taking the time to share your experiences online. I was very happy to read that you found the service excellent and enjoyed your stay overall. Thank you once again for your great comments.Kind regardsBernard PanisseGeneral Manager
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"Spacious Room"

25th April 2012, MrGET77, London, United Kingdom

The reason I stay in Novotels is that the rooms always have a good bit of room in them. Nothing worse than having to shimmy around a bed in a room. Good size bed sperate toilet to Shower and Batch. A sofa and a swing desk gives you plenty of room to work and play.

Management responseDear guest, thank you very much for your nice review. I am glad that you enjoyed your stay and we look forward to welcome you back in the near future. Kind regards Bernard Panisse General Manager
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"Good stay ---- but...."

25th April 2012, Col_12879, Melbourne, Australia

Have stayed here many times so we must think it suits our needs. This time however on a four night stay we paid for an exra person to stay in the room. Had to ask for extra cup (never delivered) and towel twice. I believe that for a hotel of this standard it should be a given that if there is an unexpected change in the booking the internal housekeeping organisation at the hotel should be able to adjust. It didn't this time.Will stay there again due to its proximity to terminal 3 and ease to get luggage to departures.

Management responseDear guest, thank you for taking the time to write a review and I was disappointed to hear that your stay was not as expected. Please rest assured that I will speak personally to the reception and Housekeeping team to avoid such mistake again. . We hope to welcome you back again in the near future!... Kind regardsBernard PanisseGeneral Manager
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"Great value--but isolated from everything--especially food"

25th April 2012, DiscerningTasteGal, Orange, California, USA

We would have preferred the premiere hotel because it's next to the gas station and McDonalds--We had to eat at the hotel--which was good, but very pricey food--6 pounds for a baked potato--imagine? Also, they didn't have available a converter for the outlet, so we couldn't use our laptop or charge phones or kindles--that was very disappointing.The pool was nice, as was the back garden. The desk staff was very friendly and helpful, although one could hardly speak English, which made communication difficult. None of them seemed to know there way around the local vicinity, so they couldn't give directions to the airport, car rental return, or even McDonalds-which turned out to be pretty close and would have been a god send to us had we only known it was there. I like Novotel--the bed was super comfy, and they had 2 computers you could use for free without paying for wifi. I think wifi should be complimentary in any business hotel, but we couldn't plug in our lap top anyway so it didn't much matter.If you need a hotel by the airport, this is a good value. We preferred the Novotel by Gatwick and the convention center, as the rooms were bigger and it was right by the train.

Management responseThank you for taking the time to share your experiences online. I was disappointed to read that your experiences on reception did not meet with your expectations. We usually receive very positive feedback regarding the level of service and professionalism of our staff and I am sorry this was not your experience.Thank you once again for taking the time to share your comments. Bernard PanisseGeneral Manager
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"good value hotel"

17th April 2012, Mike B, Lincoln, United Kingdom

Well placed hotel for Heathrow, also close to Legoland. Good sized room, clean, service was very good. Good value overall, would revisit.

Management responseMany thanks for the positive comments; I’m happy we were able to make your stay with us so enjoyable. I hope we can welcome you back to the Novotel London Heathrow again very soon. Kind regards, Bernard Panisse General Manager
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"Would definitely stay again!"

14th April 2012, patggoole, Goole

I stayed here with my husband, son and partner, daughter and boyfriend and grandaughter before flying out to meet my son and wife in Florida.We arrived at 7.30 and enjoyed a snack and a few drinks in the bar. The prices were ok - more than we pay at home but we were in a Heathrow airport.Check in was swift and the receptionists were helpful and polite.As the 'Hoppa' bus was £4.00/£7.00 (return), we asked for information on taxis - we needed 2. We were told £25 for 2 taxis so this was a much better option and more convenient - an extra 15 mins in bed!! The taxis ended up costing £30 but was still by far the best option.We did not have breakfast - expensive - but were pleased to have coffee and biscuits in the room which were fine till we got to the airport.Rooms were fine with toitetries provided. bed was ok.If we had arrived earlier, some of our party would have taken advantage of the small indoor pool. It looked very inviting!We paid about £50 for a double and the same for a triple room. We paid £89 for our double room and 8 days on site parking which we thought was very good value. (Booked through money saving site so this gave us 10% off)If we fly from terminal 3 again, we shall definitely stay here!

Management responseThank you for your kind comments. I am delighted that you enjoyed your stay at Novotel London Heathrow and we look forward to welcoming you back again soon. Kind regards, Bernard Panisse General Manager
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"food & clean"

14th April 2012, osamafs54, Portsmouth, United Kingdom

i have suggested before to you if you DO look on your guest list you will find lots of Muslims, Jews and others who need kosher/halal food.i found you ignored this on the food menu and specially on breakfast,as you don't offer alternatives to suss-ages,ham,bacon to other users.we had to change the first room as it was stunk. may be you should open windows when the cleaner is cleaning the rooms and use room fresheners.

Management responseMany thanks for your comments. We appreciate all feedback . Please rest assured that I will take note of your comments and the matter will be addressed. I hope we can welcome you back to the Novotel London Heathrow in the near future. Kind regards Bernard Panisse General manager
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"Small things spoil the stay"

14th April 2012, Grif65, Sydney, Australia

Keys not working all the time meant frequent trips back to reception to have the Key Cards reprogrammed. Not many TV channels worked even the ones advertised.Apart from these small things its a great place to stay.

Management responseDear Guest, Thank you for a brief yet detailed account of your stay with us. We look forward to welcoming you back to the hotel soon for either a business or leisurely stay. Kind regards Bernard Panisse General Manager
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"Feedback of an eventful & Happening stay"

13th April 2012, GKEasaw, Ipswich, United Kingdom

We reached the Hotel on Good Friday evening. No parking available even though we specifically enquired calling the Hotel if parking is there and we were convinced ample parking - Parked on the kerb side on Road and went for Check inWe were given Room 149, Informed then on Saturday 3 of my cousin is also joining and please ensure all are on same floor - Response "no problem will be taken care".Went to room all well, Time to sleep and thats when the AC in the room started making noise and it was like vaccum cleaner being used. As my kids were sleeping we could not change room so parents had a horrible time (No Sleep)Informed @the reception and they happily changed room. Cousins come in the evening and we are all spread on 3 floors, 3rd , 2nd and 1st and what we were told that due to Good friday weekend The car park as well as teh hotel is full.Anyway they moved us also to 2nd floor so finally the extended family on two floors.then we realised my wife has left one of her "Sandals" (shoes) in room 149 and even though the room was given to some one else the house keeping never found it and that shows the effort in cleanliness part. It was next to the safe.Anyway we were told they cannot disturb the Guest and we have to wait till 1200 hrs so we waited till 1100 hrs but then proceeded to go to nearby kew gardens, Half way we got a call the guest left and they found the Sandals, So we had to rush back to get the sandals.So all in all No Sleep, no customer service, failed commitments and promises.Premier Inn is better than this in service and the Novotel Heathrow can be compared to a Travel lodge.

Management responseMany thanks for your comments. We appreciate all feedback . Please rest assured that I will take note of your comments and the matter will be addressed. I hope we can welcome you back to the Novotel London Heathrow in the near future. Kind regards Bernard Panisse General manager
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"Airport Hotel"

11th April 2012, Coventry, United Kingdom

This is just off the main Heathrow airport hotel strip; although not to far away. Very good value for money. Also used thier parking service; secure, good value and easy to use.

"Jim B"

11th April 2012, Plymouth, United Kingdom

Stayed at this hotel on previous occasions and that is why i booked in on this occasion. I feft the hotel was looking a little tired although it had obviously had a bit of a paint job since my last visit. My room was clean and tidy and the bed was queensize and extremly comfortable. The breakfast was also excellent. I had dinner at the hotel, I thought the menu choice was limited and quite expensive. I had to park at the hotel overnight and was charged £10 for the privilege which i felt was outrageous.

Management responseDear Guest, Thank you for taking the time to write a brief yet very positive review online. I was happy to read that you enjoyed your stay and I look forward to welcoming you all back to the hotel soon. Kind regards Bernard Panisse General Manager
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"Great value !"

9th April 2012, Bath, United Kingdom

Very good value with an overnight stay and 8 days parking costing only a few pounds more than parking alone. Half hourly shuttle to T5 was useful.

"excellent airport stay"

3rd April 2012, London, United Kingdom

this hotel is in a good location, and I consider it to be good value for money and a pleasant stay. I would definitely recommend it to others and would not hestitate in using it again.

"Good Location & value for money"

3rd April 2012, Wellington, New Zealand

Stayed at the Novotel on our way out to New Zealand and again on the way back to Scotland via Heathrow.My partner is coeliac and when we talked to the girls in the restaurant about this they arranged for the chef came out to see us and she discussed what she could amend or make for her to ensure she had a gluten free meal, first class and thanks girls.The rooms, location and price were 1st class and would not hesitate to recommend themBill & Cath, Scotland

"Heathrows best kept secret!"

21st March 2012, Vancouver, British Columbia, Canada

Very conveniently located, professionally run operation. Ideal for overnight stays between flights! Great value for the money.

Management responseDear Guest, Thank you for taking the time to write a brief yet very positive review online. I was happy to read that you enjoyed your stay and I look forward to welcoming you all back to the hotel soon.Kind regardsBernard PanisseGeneral Manager
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"Amazing value - except for the bus to the airport"

9th March 2012, Valletta, Malta

I have stayed at many grand hotels. This is not rand, but it is just as good. The room was clean and well equipped, the desk and chair well-placed and comfortable, the bed was big and comfortable, and there was a bath. I was slightly disconcerted that the toilet was in a separate room from the rest of the bathroom, but it didn't matter. This may be no frills, but who needs frills? My only real gripe is that the bus to the airport took considerably longer than I expected (almost forty minutes) which was cutting it rather fine. Next time, I might just take a taxi.

Management responseThank you for taking the time to post your comments online. I was happy to read that you found the rooms to be of a very good size. I have noted your comments regarding the Hoppa Bus and I will personally pass your comment to their Manager. Thank you once again for taking the time to share your feedback. Kind regardsBernard PanisseGeneral Manager
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"excellent stay at Novotel Heathrow"

28th February 2012, Nurmijärvi

... I didn't expect any less....hotel accessories were good (swimming pool etc).room service worked fine - menu is covering all the tastes.taxis were fast received and connection from heathrow airport to london city was good.

Management responseDear Guest, Thank you for a brief yet detailed account of your stay with us. We look forward to welcoming you back to the hotel soon for either a business or leisurely stay.Kind regardsBernard PanisseGeneral Manager
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"a very standard superior"

12th February 2012, abertillery

We booked a superior Queen size room with convertible couch what we got seemed to be a standard room with Queen size bed and no convertible couch.Quite a misleading description!As an overnight stay it was fine check in was smooth .The hotel is well situated for terminal3

Management responseDear Guest, Thank you for taking the time to post your feedback on Tripadvisor. I was delighted to read that you found the hotel convenient for the purposes of your stay. I have noted your comments regarding the room, all our rooms are the same size with queen size bed and all of them have convertible couch.We look forward to welcoming you back to the hotel soon. Kind regardsBernard PanisseGeneral Manager
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"Great value for money"

29th January 2012, Island of Hawaii, Hawaii, USA

Used as a stopover near the airport and would recommend to stay for onward trip...............................................................................................................................

Management responseDear Guest,thank you so much for the short compliment. I am glad you enjoyed your stay and we hope to welcome you back again soon! Kind regards,Bernard PanisseGeneral Manager
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"nothing works"

28th January 2012, Toronto, Ontario, Canada

The internet was down for a full day. The TV went down with it. Needed to flush the toilet 4 or 5 times after every use (typical British plumbing). All people were nice but really didn't know anything. Question 'Are there any good restaurants nearby' answer 'You have to go into London'. The gym was simple but worked fine.

Management responseDear guest, thank you for taking the time to write a review and I was disappointed to hear that your stay was not as expected. Please rest assured that we are looking into the issues you had and will do our utmost to fix them as soon as possible. We hope to welcome you back again in the near future!... Kind regardsBernard PanisseGeneral Manager
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