Dorsett Shepherds Bush

Recent Reviews: 2842

• User:Julia B

  Trip type: Solo travel

  Impossible to contact and disgusting smell

  05 Jun 2026

  I booked a room via booking.com for 1-4 June. The room was cancelled at 10am 2/6 without contact as I had planned to check in that morning. I immediately called the number provided who advised me that the room booking was still visible but could not be reinstated unless I emailed in. I immediately emailed the email address provided and info Shepherd’s Bush email listed on your website. I received (and still haven’t) no response. Unwilling to travel up without confirmation I waiting to hear back as I had done what I was advised to. At some point in the afternoon the booking.com messaging service replied it could reinstate the booking if I provided an arrival time which I did. Then once again I waited for a response (which still hasn’t arrived). On Wednesday 3/4 I travelled to the hotel without any confirmation or response as it was impossible to contact the hotel and checked in. The room was pretty bad and smelled heavily of sewage but at this stage so much money had been wasted on a booking I could not access I decided to go on with my plans in London. I checked out with no problem. Now I have been charged £108.99 for my one night stay (out of 3 nights paid for) where I didn’t eat or use any services.

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• User:chiddick

  Trip type: Couples

  Great location but services are lacking.

  25 May 2026

  We stayed 3 nights at Dorset in Shepherds Bush last week. I am a wheelchair user so had an accessible room.I've stayed at this hotel before because of its brilliant location for Shepherds Bush Empire. This was my first time staying here as a wheelchair user.I stayed in room 361 which was inexplicably behind an extra fire door which is not great for wheelchair user.My room was good, It could use a bit of a bit of refreshing but was clean and functional. The accessible bathroom was a good size and had adequate equipment.The minus points awarded in the bathroom for lack of storage. The towel rails are very far away from the action and a shower curtain would be good to stop the water going too far into the rest of the bathroom.In the bedroom there was enough room but the box spring went right down to the floor which is not great for an accessible room especially for people who need to use a hoist or anything which needs to extend under the bed.Since my first stay at Dorset a couple of years ago The facilities in the hotel have been scaled back. The bar was not open very long which was disappointing. The restaurant in the hotel was completely closed. The breakfast is quite expensive but was reasonable quality.The location of this hotel for people going to Shepherds Bush Empire is second to none; it's literally 25 metres away. This is a good quality hotel but I don't understand why the services have been cut back. I hope that this is just a short term thing. Francois Zissel, Other at Dorsett Shepherds Bush London, responded to this review Thank you for taking the time to share your detailed feedback. We’re pleased to hear you appreciated the hotel’s excellent location and found the accessible bathroom spacious and functional. However, we’re sorry to learn that certain aspects of the room layout and hotel services did not fully meet your expectations. Your comments regarding accessibility features, bathroom storage, bed design, and the reduced bar and restaurant services have been noted and will be shared with the relevant teams for review. We truly value your continued support and hope to welcome you back again soon for an improved experience.Kind regards,Dorsett London Shepherds Bush

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• User:MoJo2507

  Trip type: Solo travel

  Gloomy and Soulless

  18 May 2026

  Stayed here for one night for a gig at the Shepherds Bush Empire a couple of doors down. It is a perfect location for that. But although the lobby is plush, the room was very small, and had no outside view. Instead it looked onto an internal atrium, meaning no natural light, and I felt I had to keep the curtains shut the whole time. It was very disconcerting. When I arrived, I had to give out my phone number and email verbally to reception staff, and of course any passers by who were listening. I ordered a room service dinner, which was pretty expensive but which I ordered due to circumstance. However it took almost an hour to arrive despire the app saying much quicker. It was lukewarm when it arrived, and while it was edible, a mcdonalds would have been better. I felt privileged I had an ensuite bathroom with walls, because my daughter and her boyfriend were in a room nearby and they only had a glass partition between their bedroom and the ensuite - what an appalling lack of privacy. If we ever visit the Empire again (which is unlikely), we won't stay at the Dorsett despite how handy it was. Francois Zissel, Other at Dorsett Shepherds Bush London, responded to this review Thank you for taking the time to share your detailed feedback following your recent stay with us.First of all, I am pleased to read that you appreciated our convenient location near Shepherd’s Bush Empire. However, I am truly sorry that many aspects of your experience did not meet your expectations.I regret that the room felt too small and lacking in natural light for your comfort. While some of our rooms do face the internal atrium as part of the hotel’s architectural design, I fully understand that this atmosphere may not suit every guest and may feel uncomfortable during the stay.I am also sorry to read about your concerns regarding the check-in process and the privacy of personal information shared at reception. Your comments are important and will be reviewed carefully with the team.Regarding your room service experience, please accept my sincere apologies for the long waiting time and the quality and temperature of the meal received. This is certainly not the standard of service we aim to provide, especially considering the price and convenience expected from in-room dining.I also understand your disappointment concerning the bathroom layout in your daughter’s room. Our room designs are different depending on the category, but I appreciate your honest feedback regarding privacy, and I understand why this was frustrating for your family.It is very disappointing to know that we left such a negative overall impression, and I truly regret that we were not able to provide a more enjoyable stay.Kind regards,Dorsett London Shepherds Bush

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• User:RockPrincess168

  Trip type: Business

  Horrible. Stay away!

  15 May 2026

  I was allocated a room without a proper window. The only window available was so small and inaccessible that even my cat would struggle to reach it. Upon arrival, I also discovered a large crack across the bathroom mirror, and the room itself was in an unacceptably dirty condition.For a hotel that presents itself as a four-star establishment, the overall standard was deeply disappointing and far below expectations. To make matters worse, the front desk staff were unprofessional and unhelpful throughout my stay.I would strongly advise others to avoid this property. Unfortunately, the experience was further undermined by an exceptionally poor hot breakfast, which was equally disappointing. Francois Zissel, Other at Dorsett Shepherds Bush London, responded to this review hank you for taking the time to share your feedback, even if I am truly sorry to read about your experience.Please accept my sincere apologies regarding the condition of your room upon arrival, especially the cleanliness issues and the damaged bathroom mirror. This is absolutely not the level of standard and attention we aim to provide to our guests.I am also very sorry to learn that the room allocation did not meet your expectations. We understand how important comfort and natural light are during a stay, and I regret that we failed to make you feel comfortable with the room provided.Furthermore, I am disappointed to read your comments about the attitude of our front desk team and the breakfast experience. This is certainly not the impression we wish to leave, and your remarks will be shared seriously with the relevant departments to ensure immediate follow-up and improvement.We always value honest feedback as it helps us identify where we must do better. I truly regret that your stay was so disappointing from beginning to end.Kind regards,Dorsett London Shepherds Bush

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• User:Freezerfrost

  Trip type: Family

  Awful stay

  27 Apr 2026

  Unfortunately, our experience was affected by a number of significant issues. Firstly, the suite description states that each suite includes separate bedrooms and living areas, making them ideal for families. However, upon arrival, we found that there was only one bedroom. The second “separate” room did not contain a bed due to its size and instead had a single four-foot sofa bed. As my family consists of four adults, my grown-up children were expected to share this inadequate sleeping arrangement. Although my wife raised this concern, we were not offered an alternative suite; instead, a camp bed was placed in the lounge area.In addition, the room temperature was uncomfortably high throughout our stay. Despite setting the air conditioning to the lowest possible temperature, there was no noticeable effect. We attempted to open the windows, only to find that they were sealed shut. As a result, we endured these conditions for the duration of our two-night stay.Further issues arose the following morning when we discovered that only one bath towel had been provided. At approximately 7:15 a.m., I attempted to contact reception using the in-room telephone, only to find that none of the phones were functioning. I was therefore required to go down to reception in person to request additional towels. After waiting an hour without any delivery, I had to return to reception to follow up. Given that our room was located on the eighth floor—served by only one lift, with others only reaching the seventh floor—this proved particularly inconvenient. The towels were eventually delivered approximately 20 minutes after my second request. The lift issues persisted throughout our stay, which was especially problematic as my wife is disabled and unable to use the stairs.Another issue occurred on our second evening when we returned to the hotel after attending a wedding. None of the three key cards issued to us were functioning. We were advised that this may have been caused by the cards being kept near a mobile phone; however, this was not the case, as they had been stored separately in their own pocket.Overall, our stay was repeatedly disrupted by these ongoing problems. I must express that I felt reluctant to settle the balance for the second night given the circumstances, although I ultimately did so. It was particularly disappointing to receive a reminder letter under our door regarding payment, given the numerous unresolved issues we had experienced.Having travelled extensively for both business and leisure, I can confidently say that this was one of the most disappointing experiences I have encountered at a hotel of this supposed standard. Francois Zissel, Other at Dorsett Shepherds Bush London, responded to this review Thank you for taking the time to share such a detailed account of your recent stay with us. I was truly concerned to read about the number of issues you and your family experienced, and I would like to sincerely apologise for the disappointment and inconvenience caused throughout your visit.I completely understand your frustration regarding the suite configuration, the uncomfortable room temperature, the lack of towels upon arrival, the non-functioning telephones, the repeated inconvenience with the lifts, and the problems encountered with your key cards. Most importantly, I am especially sorry that these issues impacted your wife’s comfort and accessibility during the stay. This is certainly not the level of service or experience we aim to provide to our guests.I also appreciate your comments regarding the communication surrounding payment during your stay. Given the circumstances you described, I understand why this added further frustration to an already disappointing experience.Please be assured that your feedback has been taken very seriously and will be reviewed thoroughly with the relevant departments to ensure these shortcomings are addressed appropriately.I would greatly appreciate the opportunity to speak with you personally and learn more about your experience. Please feel free to contact me directly at frontoffice.shepherdsbush@dorsetthotels.com, and I will be more than happy to assist you further.FrancoisRoom Division Manager

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