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Reviews of Novotel London Heathrow Airport - M4 Jct 4

4 out of 5
Novotel London Heathrow Airport - M4 Jct 4
Cherry Lane, Junction 4m4, West Drayton, England

Reviews

7.8

Good

Rating 10 - Excellent. 323 out of 1001 reviews" "
Rating 8 - Good. 389 out of 1001 reviews" "
Rating 6 - Okay. 157 out of 1001 reviews" "
Rating 4 - Poor. 74 out of 1001 reviews" "
Rating 2 - Terrible. 58 out of 1001 reviews" "

8.2/10

Cleanliness

8.0/10

Staff & service

7.6/10

Amenities

8.0/10

Property conditions & facilities

6.4/10

Eco-friendliness

Reviews

2/10 Terrible

Sarah

Stayed 1 night in Apr 2022

2/10 Terrible

Frances

Travelled with family
Disliked: Staff & service
Get your UK act together Hotels.com
Arrived for a 2 night stay to be told our second night was cancelled due to government take over of the hotel. No call/email warning us of this so we arrived with two tired children and couldn’t then check into our room for three hours whilst I called hotels.com to try and sort it out. Hotel staff were useless and wouldn’t even make eye contact or offer help. Ended up ringing the USA for hours as hotels.com don’t have a UK switchboard. Abysmal service
Stayed 2 nights in Nov 2021

2/10 Terrible

Daniel

Stayed 1 night in Nov 2021

2/10 Terrible

Lems

Travelled with family
Disliked: Amenities, property conditions & facilities
Great hotel but sadly my room had a blocked toilet
Stayed 2 nights in Nov 2021

2/10 Terrible

Rasan

Business traveller
Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service
Bad hotel
I was stay at the room 4 days last 4 days no house keeping no coffee or tea , bin overflow . After 2 days report it to the reception no one care about that One of the waste hotels service I ever seen my life
Stayed 4 nights in Nov 2021

4/10 Poor

Parveen

Stayed 2 nights in Nov 2021

2/10 Terrible

John

Disliked: Cleanliness, staff & service, room comfort
No transfer shuttle available as promised
Hi, don’t be fooled by the offer of an airport shuttle as this service has been withdrawn by the hotel but continues to advertise it as available. The staff are kind enough to offer a taxi number which is more expensive than 2 other numbers and thankfully we didn’t fall for this. The room was really basic and not that clean. Shower mixer tap was broken with parts missing. The menu was poor and breakfast had been cooked a day or so before by the dried out taste. Not my best stay in a hotel as you may have guested.
Stayed 1 night in Nov 2021

4/10 Poor

Verified traveller

Travelled with family
Disliked: Staff & service, property conditions & facilities, room comfort
The room had faulty heating after complain they provided portable heater which wasn't big enough to warm the room. They charged separately for breakfast but most of the items were finished by time we came for breakfast both juice machines were off and only one coffee machine was fully working. 4 star hotel with 2 star service.
Stayed 1 night in Nov 2021

10/10 Excellent

melissa

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Legoland stay
Great facilities. Wide variety of choice for breakfast, however queues were aroubnd 30-40 mins wait during peak times i.e 9am. Would avoid if needing to set off for legoland early. Room clean. Parking expensive@ 15 per night.
Stayed 2 nights in May 2021

6/10 Okay

Ana

Travelled with family
Liked: Cleanliness, property conditions & facilities
There wasn’t enough pillows, milk, sugar and there was no way to contact the reception.
Stayed 1 night in Jun 2021

8/10 Good

Mark

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Pleasant and friendly.
The food was a little pricey for what we got but it was good quality, the breakfast made up for it though, it is a quiet Hotel and looks well maintained, staff were very helpful and always with a calm friendly manner, a good Hotel indeed.
Stayed 1 night in Jun 2021

8/10 Good

Raymond

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Heathrow Airport stay
Good stay very busy on the Bank Holiday weekend especially at breakfast Ideal place to stay and catch the train into london Only down side is parking at the hotel should be included in the price of the stay
Stayed 5 nights in May 2021

2/10 Terrible

Philip

Travelled with family
Disliked: Staff & service, property conditions & facilities, room comfort
Not good
No social distancing enforced by staff. No attempt to accommodate my requirements by email or in person at the hotel. Room was in poor state. We stayed for 2 nights and no tea/coffee/milk were replenished. We used the WhatsApp to request more and also an extra towel and then 2 hours later had to go reception to ask as nothing turned up. A real shame as we had stayed at Novotel Excel a few times and had great experiences.
Stayed 2 nights in May 2021

2/10 Terrible

Verified traveller

Stayed 1 night in May 2021

4/10 Poor

Verified traveller

Travelled with family and small children
Liked: Staff & service
Disliked: Cleanliness
bed sheets, towers even toilet papers haven't change until complain
Stayed 11 nights in May 2021

10/10 Excellent

Charlotte

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in May 2021

6/10 Okay

Nicholas

Business traveller
Liked: Staff & service
Stayed 1 night in May 2021

8/10 Good

Naheed

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Apr 2021

8/10 Good

Emelita, Central London

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room is very clean and and the room lay out is nicely planned especially the built in furnitures and the ambiance of the place is amazing with nice view outside. I highly recommend to friends and family.
Stayed 1 night in Jan 2021
Response from AS on 27 Jan 2021
We very much appreciate your comments regarding your stay at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

8/10 Good

Verified traveller

Travelled with family, Business traveller
فندق عادي جدا بس قريب من المطار وهذا الي يميزه والبركنج بفلوس والغرفه عاديه جدا فيها ثلاجه وكاويه كباقي الفنادق العاديه
Stayed 1 night in Jan 2021
Response from AS on 27 Jan 2021
We very much appreciate your comments regarding your stay at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

10/10 Excellent

Susie

Stayed 1 night in Oct 2020
Response from AS on 27 Jan 2021
We very much appreciate your feedback regarding your stay at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2021
Response from AS on 13 Jan 2021
THANK YOU FOR YOUR REVIEW

10/10 Excellent

Dharmendra

Stayed 14 nights in Dec 2020
Response from AS on 29 Dec 2020
We very much appreciate your comments regarding your stay at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

2/10 Terrible

Lorena

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2020
Response from AS on 25 Dec 2020
Thank you for taking the time to tell us about your experience at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

4/10 Poor

Shirley

Travelled with family
Disliked: Staff & service
Reviews not permitted if negative.
My trip was cancelled due to the Pandemic. When I booked I used my Tescos clubcard vouchers. I lost them all because Novotel wouldn't give a refund. I never asked for the Pandemic but Novotel were unreasonable. I will not use them again or recommend. Very disappointed
Stayed 1 night in Nov 2020

10/10 Excellent

Varinder

Stayed 1 night in Nov 2020
Response from AS on 23 Dec 2020
We very much appreciate your comments regarding your stay at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

10/10 Excellent

Naomi

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2020
Response from AS on 17 Nov 2020
We very much appreciate your comments regarding your stay at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

6/10 Okay

Gerard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
COVID - no social distancing & optional face masks
Room was okay, nothing special but including breakfast good value for money. Very worrying was the disregard for mandatory face coverings in the lobby and particularly restaurant area in the morning. Self service restaurant with residents moving around freely with no regard for social distancing and some not wearing face masks. At no stage did staff remind the guests
Stayed 1 night in Oct 2020
Response from AS on 25 Dec 2020
Thank you for taking the time to tell us about your experience at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

10/10 Excellent

Breeanna

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Used it to picked up a friend from the airport, large well appointed room, clean and comfy. Everyone was handling never Covid 19 procedures very well. Roomservice was great. Very easy and quick to get to the airport.
Stayed 1 night in Oct 2020
Response from AS on 17 Nov 2020
We very much appreciate your comments regarding your stay at the Novotel London Heathrow Airport - M4 Jct 4. 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, Agnello Silveira

8/10 Good

Yvonne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pleasant stay. Staff very friendly. Comfortable room. In the light of covid , the hotel and staff did an amazing job. Only draw back to this hotel is you have to pay for the car park, as we were guests , you would expext the parking to be free . This was not pointed out at the time of booking.
Stayed 1 night in Oct 2020
Response from AS on 28 Oct 2020
Thank you for your review. I am so pleased that you enjoyed your stay with us. I am glad to read that our team looked after you, please be assured that your review has been duly shared with the team. Car park charges are similar to all the hotels around Heathrow. Prices are mentioned about the car park with an asterisk symbol on all the websites. I hope to have the pleasure of welcoming you back soon in the future. Kind regards Agnello Silveira

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel was good. But please be aware if you are taking your car as the parking is £12 per day, even if you are just staying for the night as we checked in at 9pm and left 8am next morning.
Stayed 1 night in Oct 2020
Response from AS on 20 Oct 2020
Thank you for taking the time to review our hotel. We appreciate you leaving us a rating and we hope to welcome you back again soon. Car park charges are similar to all the hotel around Heathrow. Kind Regards, Agnello

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Oct 2020
Response from AS on 20 Oct 2020
Thank you for taking the time to review our hotel. We appreciate you leaving us a rating and we hope to welcome you back again soon. Kind Regards, Agnello

2/10 Terrible

Rey, London

Business traveller
Disliked: Staff & service, property conditions & facilities
Dirty. Made us wait 1 hour to check in at 5pm. Room was not cleaned. Toilet room had not been cleaned and had poo in the bowl. When the manager came he flushed the toilet and said it’s okay know I had to make him clean the whole room absolutely disgusting. Staff can barley speak English and rude. Not anywhere close to the executive room that I paid for. Will never use this Hotel again.
Stayed 1 night in Oct 2020
Response from AS on 13 Oct 2020
Dear Mr Rey, Thank you for your review. First of all, I am sorry that your stay was not up to your expectations. We checked our CCTV and concluded that your check in was done within 5 minutes, the delay was due to your car park payment. When you reported about the cleanliness of your toilet, our team member did come to your room however no one opened the door. When manager did come to your room, he asked to give couple of minutes to get the chemicals to clean the toilet which was cleaned in no time. Furthermore one of the occupants in your room were seen entering in the back areas of the hotel where he was not supposed to be. He was warned once and seen again during the late hours of the day. Nevertheless, We have already given amenities which were given to the same occupant in the room as form of compensation. Welcome letter was also given at check in explaining the limited services in the hotel due to Covid-19. Should you need to discuss any of this further, please do not hesitate to contact us. Kind regrards, Agnello Front Office Manager

6/10 Okay

alastair

Disliked: Cleanliness, staff & service, property conditions & facilities
Stay was different due to the current pandemic situation. The room was not clean, surfaces dirty. Restaurant although trying to following government guidelines, tabled not cleaned and food not great.
Stayed 4 nights in Oct 2020
Response from AS on 8 Oct 2020
Thank you for your review. Please accept my sincere apologies for any shortcomings experienced. Your feedback is very appreciated and it assists us in making improvements to our services. I hope you reconsider and return to give us a chance to restore your faith in the hotel. Kind regards, Agnello Silveira

10/10 Excellent

Michael

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice place today
Stayed 1 night in Sep 2020
Response from Fezan on 3 Oct 2020
Thanks for staying with us. We appreciate your feedback!

8/10 Good

Deanna

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2020
Response from AS on 27 Sept 2020
Thanks for staying with us. We appreciate your feedback!

10/10 Excellent

Sarah

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very comfortable stay
Kids have asked to go back it was such a comfortable stay! Great check in with friendly staff, Covid adaptations in room were fine, sofa bed was extremely comfortable, kids loved the twirly shower and the full English breakfast was delicious.
Stayed 1 night in Sep 2020
Response from AS on 27 Sept 2020
Thanks for staying with us. We appreciate your positive feedback, i will share with my team and i am sure they will be very happy

8/10 Good

Zainab

Stayed 3 nights in Aug 2020
Response from AS on 27 Sept 2020
Thanks for staying with us. We appreciate your feedback!

10/10 Excellent

chloe

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2020
Response from AS on 31 Aug 2020
Thank you for taking time to share this review, it was a pleasure to have you as our guest and I am glad you had a pleasant stay with us. Please be assured that your review has been duly shared with the team. Having said that, I do hope we will have another opportunity to serve you again in the future. Best regards, Agnello Silveira

6/10 Okay

Chris, Bridgend

Travelled with family and small children
Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
Dirty rooms , beds not made room bins wernt empty, sticky tables in reception ,rooms grubby carpets hall gruby. And insult to receiving parking charge of 12 pounds
Stayed 1 night in Aug 2020
Response from AS on 31 Aug 2020
Thank you for your review. Please accept my sincere apologies for any shortcomings experienced. Your feedback is much appreciated and it assists us in making improvements to our services. I hope you reconsider and return to give us a chance to restore your faith in the hotel. Kind regards, Agnello

6/10 Okay

Ryan

Business traveller
Liked: Room comfort
Disliked: Staff & service
rude staff and park Headache
I found the check-in staff to be very rude and paying for my parking was an absolute nightmare
Stayed 2 nights in Aug 2020
Response from AS on 31 Aug 2020
Thank you for your review. Please accept my sincere apologies for any shortcomings experienced. Your feedback is much appreciated and it assists us in making improvements to our services. I hope you reconsider and return to give us a chance to restore your faith in the hotel. Kind regards, Agnello Silveira

8/10 Good

Asim

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2020
Response from AS on 31 Aug 2020
Thank you for taking the time to review our hotel. We appreciate you leaving us a rating and we hope to welcome you back again soon. Kind Regards, Agnello

4/10 Poor

Gurraj, Huddersfield

Travelled with family
Liked: Cleanliness, amenities
Disliked: Staff & service
At the front desk the service was poor. Only one person present, long queues. On booking my room it said it was a queen size bed plus a sofa bed. When we arrived we asked for the staff to put the sofa bed out however they said the room did not have one (clearly did). Spoke to the front desk in the morning who did not say anything or apologise.
Stayed 1 night in Aug 2020
Response from AS on 31 Aug 2020
Thank you for your review. Please accept my sincere apologies for any shortcomings experienced. Your feedback is much appreciated and it assists us in making improvements to our services. I hope you reconsider and return to give us a chance to restore your faith in the hotel. Kind regards, Agnello Silveira

8/10 Good

Timothy

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2020
Response from AS on 31 Aug 2020
Thank you for taking time to share this review, it was a pleasure to have you as our guest and I am glad you had a pleasant stay with us. Please be assured that your review has been duly shared with the team. Having said that, I do hope we will have another opportunity to serve you again in the future. Best regards, Agnello Silveira

8/10 Good

Gary, Essex

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
hotel was very clean and staff were really helpful and friendly. considering the lockdown conditions still in place, everything that was available was excellent. a couple of small gripes were that the swimming pool was open but there was no lifeguard and although there was a camera in place, clearly no one monitored it as a family came in jumping around and pulling the life saving equipment into the pool - no one came in!!! other than this it was a very good and comfortable stay and would use again.
Stayed 2 nights in Jul 2020
Response from AS on 31 Aug 2020
Thank you for taking the time to review our hotel. We appreciate you leaving us a rating and we hope to welcome you back again soon. Kind Regards, Agnello

10/10 Excellent

James

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Staff were excellent, friendly and extremely helpful Going above and beyond, a fantastic asset to Novotel they are very lucky to have such great people on their team .
Stayed 1 night in Jul 2020
Response from AS on 31 Aug 2020
Thank you for taking time to share this detailed review, it was a pleasure to have you as our guest and I am glad you had a pleasant stay with us. Please be assured that your review has been duly shared with the team. Having said that, I do hope we will have another opportunity to serve you again in the future. Best regards, Agnello Silveira

2/10 Terrible

Verified traveller

Stayed 1 night in Jul 2020
Response from AS on 31 Aug 2020
Thank you for your review. Please accept my sincere apologies for any shortcomings experienced. Your feedback is much appreciated and it assists us in making improvements to our services. I hope you reconsider and return to give us a chance to restore your faith in the hotel. Kind regards, Agnello Silveira

10/10 Excellent

Gurpreet

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2020
Response from AS on 31 Aug 2020
Thank you for taking time to share this review, it was a pleasure to have you as our guest and I am glad you had a pleasant stay with us. Please be assured that your review has been duly shared with the team. Having said that, I do hope we will have another opportunity to serve you again in the future. Best regards, Agnello Silveira

2/10 Terrible

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2020
Response from AS on 31 Aug 2020
Thank you for your review. Please accept my sincere apologies for any shortcomings experienced. Your feedback is much appreciated and it assists us in making improvements to our services. I hope you reconsider and return to give us a chance to restore your faith in the hotel. Kind regards, Agnello Silveira

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jun 2020
Response from A on 25 Jun 2020
Thanks for staying with us. We appreciate your feedback!