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Reviews of Sofitel London Heathrow

5 out of 5
Sofitel London Heathrow
Terminal 5, London Heathrow Airport, West Drayton, England

Reviews

8.8

Excellent

Rating 10 - Excellent. 1804 out of 2910 reviews" "
Rating 8 - Good. 619 out of 2910 reviews" "
Rating 6 - Okay. 265 out of 2910 reviews" "
Rating 4 - Poor. 115 out of 2910 reviews" "
Rating 2 - Terrible. 107 out of 2910 reviews" "

9.4/10

Cleanliness

9.0/10

Staff & service

8.8/10

Amenities

9.0/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

6/10 Okay

Julia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I arrived at 11 pm to an empty airport terminal. There were no signs directing me to the hotel and no one to ask. I had gone online ahead of time and saw video or would have had no clue at all. A stock boy at store directed me to a lift that went no where. Another person also searching for the hotel and I finally found the right lift (with first mention of hotel we had seen). I had requested a room on ground floor and/or near lobby. Was given accessible room on third floor with strange and unnecessary set up. No instruction at all for lightening or other necessities. Asked for new room and was given an upgrade which was much appreciated. The hotel tries to be very upscale modern, but lacks instruction on the basics that accompany that. Just help finding the hotel would be a good start.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Julia, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Nils

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Easy checkin, friendly staff, great rooms. Not as british as a breakfast as I had hoped, but I enjoyed it nonetheless :)
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Nils, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

mark

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A very nice hotel with great staff and a walkway to t5
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Mark, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

8/10 Good

Derek

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Only negative was having to wait about 30 minutes to check into the hotel. Long line at 11pm at night after a long day flying.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Derek, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Lami

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Lami, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Connected to Heathrow Terminal 5 for easy walk to hotel from airport
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Mark, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

6/10 Okay

Alexandros

Liked: Amenities
Nothing really stands out
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Alexandros, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

6/10 Okay

Ceri

Business traveller
Great location but WiFi and data dreadful and tv kept turning off
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Ceri, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Jaya

Travelled with family
Very nice stay, excellent staff courteous and knowledgeable
Stayed 2 nights in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Jaya, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Kathryn

Liked: Cleanliness, staff & service, property conditions & facilities
5 minutes to checkin for BA
Stayed 2 nights in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Kathryn,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

4/10 Poor

Jason

Business traveller
Liked: Cleanliness
Disliked: Staff & service
Appalling check-in facility, late in the evening huge lines not enough reception staff, and lack of instructions once you finally reach check-in. Also saw a customer move to the front of the queue as he offered to upgrade the room he had booked.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Jason, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

SALEEM

Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Saleem,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Close to travel facilities
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 26 Apr 2024
Dear Mark, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

4/10 Poor

Alfonso

Disliked: Staff & service, property conditions & facilities
Rooms are really old. Service is bad
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Alfonso, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Kenneth, Calgary

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Walking distance to departure terminal
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 26 Apr 2024
Dear Kenneth, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

christopher

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent option for night before flights, good value and very comfortable.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 26 Apr 2024
Dear Christopher, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

John

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
Sign posting for hotel could be more obvious, ended up in T5. Once at hotel everything is good and access to airport is very simple
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 25 Apr 2024
Dear John, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. Unfortunately we are restricted with the quantity, size and location of external signage of the hotel, from Heathrow. But will continue to voice our guest’s feedback. I do apologise that other aspects of your stay was not to your expectation, and rest assured we will be looking into your comments and raising with the relevant departments. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Gail, Corvallis

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent hotel by T5
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 24 Apr 2024
Dear Gail, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

6/10 Okay

steven

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Took 4 tries to get key card to work properly. Line to check in was huge with only one person working at desk. Took ages for room service to answer the phone. Seems to be very understaffed for night shift.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 23 Apr 2024
Dear Steven, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Martin

Liked: Cleanliness, staff & service, property conditions & facilities
Very quiet
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 23 Apr 2024
Dear Martin, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Jane

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Very handy for T5
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 23 Apr 2024
Dear Jane, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Deniz

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Most convenient hotel at terminal 5.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 23 Apr 2024
Dear Deniz, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Matthew, Gosport

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 23 Apr 2024
Dear Matthew, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Neal, Edinburgh

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really nice and clean , convenient for T5 and couldn’t hear the planes at all. Will stay again for sure
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 23 Apr 2024
Dear Neal, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Ricky

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Quick and easy check in and also very convenient for T5
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 19 Apr 2024
Dear Ricky, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Derrick

Everything was great except the restaurant did not honor my dinner reservation when my flight was late. Less than an hour late.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 16 Apr 2024
Dear Derrick, Thank you for your recent review, we are pleased you enjoyed your recent stay with us and truly appreciate your comments. I do apologise that other aspects of your stay was not to your expectation, and rest assured we will be looking into your comments and raising with the relevant departments. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Helen

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property had all I needed, and I appreciated the complementary mini bar. Scales to weigh luggage somewhere would be useful.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 16 Apr 2024
Dear Helen, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Yuanyuan

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 16 Apr 2024
Dear Yuanyuan, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Noel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
An excellent hotel: very comfortable room and good dining options. The hotel is ideal for flight connections at Terminal 5.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 14 Apr 2024
Dear Noel, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

James, Miami

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 14 Apr 2024
Dear James, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Richard, Port Hueneme

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel, convenient, clean, and quiet. This is the place to book if you have an overnight layover between flights. Oh, and good food too!
Stayed 1 night in Mar 2024

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 14 Apr 2024
Dear Jessica, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

8/10 Good

Sally

Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Sally, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Mark, Surrey

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Helpful staff good but i had another traveller come in to the room as one of the he receptionist double booked the room that I was in. This should not happen and direction could be clearer to get to the hotel on the site.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 Apr 2024
Dear Mark, Thank you for your recent review. I am disappointed we did not meet your expectation during your recent stay with us. Rest assured I have raised this with the Front of House Manager, to review your comment with their team to better understand how the double booking occurred and to ensure this is not repeated. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Patrick

Liked: Cleanliness, staff & service, property conditions & facilities
Ok
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 11 Apr 2024
Dear Patrick, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Gregory, Craigavon

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Only a short walk from terminal 5 arrivals which was very convenient. I found the room & bathroom very clean with the room being very suitable for the business user as all the connection facilities are there. I stayed here as I was checking in for another flight the following morning, which I guess is what most of their guests do. Hotel recommended.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 10 Apr 2024
Dear Gregory, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Karen

Stayed 1 night in Mar 2024
Response from Mohammed Serhan on 1 May 2024
Dear Karen, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Gail

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely accommodation and international restaurant and walkable to Terminal 5 LHR
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 10 Apr 2024
Dear Gail, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Alexander

Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Alexander, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Jennifer

Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Jennifer, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Denise

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed here several times before flying out from terminal 5. It’s so convenient just a short walk from the terminal. Rooms are clean and well equipped and the breakfast is vast. Parking on site is expensive, but you pay for the convenience.
Stayed 1 night in Mar 2024
Response from Mohammed Serhan on 10 Apr 2024
Dear Denise, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Elizabeth

Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Elizabeth, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

6/10 Okay

Christina

Travelled with family
Liked: Cleanliness, staff & service, amenities
It was very difficult to find this hotel. They should send guests a map before check in. I also booked two rooms together at the same time under my expedia account and the rooms were nowhere near each other, that was confusing.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 10 Apr 2024
Dear Christina, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

2/10 Terrible

Ronald

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities
I made a mistake on the dates by a day. My bad. St check- in, they offered me a downgrade from our 3-day Prestige Suite booking at the same price. Remarkably, tried to argue that I couldn’t even get the room I paid for after the first ( erroneous) day. My booking started the next day but I couldn’t get the room I paid for!!! Then they lost our stuff, including the personal belongings of a high-ranking staff member of a well known bank and her business laptop which they insisted to put in their safe because the room safe didn’t work but then just left all the belongings out including credit cards, overnight. The day manager refused to accept responsibility for the night manager. “ We don’t share responsibilities “ Never ever again!
Stayed 2 nights in Apr 2024
Response from Mohammed Serhan on 9 Apr 2024
Dear Ronald, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Michael

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the fact that the Hotel was accessible by walking from Heathrow Terminal. It is a bit of a long walk (approx. 10 to 15 minutes) but it still was great that we didn't need to find any taxi or public transporation to access the Hotel. The room interior was a bit dated and we had an issue with not being able to charge our cell phones. This was rectified with a call to the front desk and a nice maintenance man came and fixed our electrical issue and gave us a plug in charger for UK outlets so we could charge our phones. The breakfast buffet was top notch with so many choices and high quality items that there was no way you would ever be able to try everything. Also there was an omelet bar where you could get custom omelets made for you. The price per nice was a bit price $200 USD per night but we were happy overall. Also the hotel room was quite well insulated and the beds very comfy. We did not hear any airport noise during our stay at the Hotel.
Stayed 1 night in Mar 2024
Response from Mohammed Serhan on 8 Apr 2024
Dear Michael, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

2/10 Terrible

Ed

Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Ed,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Sunil

Stayed 1 night in Mar 2024
Response from Mohammed Serhan on 9 Apr 2024
Dear Sunil, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Yesenia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk customer service is excellent, breakfast is lacking options and the housekeeping is not doing proper job, there was not toilet paper in the bathroom , they didn’t replace the last customer use of toilet paper not toiletries either! I wonder if they even cleaned the bathroom at all or Theron for that matter … I guess they only changed the sheets if I was lucky, and that was it !
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 8 Apr 2024
Dear Yesenia, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, especially with Housekeeping; reiterating the importance of ensuring the bedroom and bathroom are to the highest standards. As we aim to work on the issues you have highlighted. With regards to our breakfast, we have made extensive changes and enhancements to the offering, catering to all guests needs. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

2/10 Terrible

Natasha, Brockenhurst

Travelled with family and small children
Disliked: Staff & service, amenities
We had booked a family room so that we could go straight to our very early flight and were travelling with two young children. We went to our room to find that it only had one double bed which was covered in rose petals and towel swans spelling out ‘love’ very nice but obviously intended for us. We went back to reception, just thinking they would correct the mistake but no, they insisted it was a family room. In the end I had to take a picture of the room for them to believe us. We were then told that housekeeping would sort it out. It took three more visits to reception for us to get one not two beds made up. At 11.55 we gave up as we had to go to bed. At this point to be fair they did offer to move our room but our children were asleep and it was too late. Three hours of nightmare lack of service from a gentleman who said that he was the manager. The restaurant staff were very nice but to be honest we were not planning to take two little children out to eat at 9.30, we only did so because there was no-where we can sit in the room.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 8 Apr 2024
Dear Natasha, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

PATRICIA

Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Patricia,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager