Novotel London Brentford

Recent Reviews: 1513

• User:Natalie H

  Trip type: Family

  Adequate hotel

  25 May 2026

  Good hotel could be improved arrived to watch a Wembley final and parked up parking is £15 a night quite expensive and you can only park in spots marked H very limited spots we arrived back from Wembley and my daughter wanted to use the pool and we were told you could not and must be pre booked we were not informed of this prior to arrival which I think would be useful for people the breakfast cost is 21.50 with children free which for the two nights we stayed comes to £86 which I feel is excessive we went across the road to premier inn and got breakfast for £10.99 each and children free the rooms were adequate coolAnd comfortable as it was a heatwave done staff were very helpful on reception other not so especially regarding the pool would probably not stay again but if you get good price is adequate for stay into London Terence Beach, General Manager at Novotel London Brentford, responded to this review Dear Natalie H,Thank you for your feedback following your recent stay with us whilst attending the Wembley final.I was pleased to read that your room was comfortable, especially during the heatwave and that our reception team were helpful throughout your stay. Your comments regarding the comfort and cooling of the rooms are greatly appreciated.I am however, sorry to read that certain aspects of your experience did not meet expectations. I understand your frustration regarding the limited availability of hotel-designated parking spaces, especially on event days. I also apologise for the disappointment you experienced accessing the pool, as our pool operates on a pre-booking system to ensure guest safety and comfort. I appreciate that this could have been communicated more clearly prior to arrival.Sorry that you felt our breakfast pricing did not offer the value you expected. Guest feedback regarding pricing and facilities is taken seriously and helps us review our overall offering and price points.Thank you once again for your constructive comments. While I am disappointed to read that you may not choose to stay with us again, I do appreciate your feedback and hope you will reconsider when you next visit west London.Kind regards,Terence

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• User:varsh g

  Trip type: Business

  Disappointing Stay – Unwelcoming Service and Concerning Treatment

  11 May 2026

  My stay was extremely disappointing, mainly due to the staff’s attitude and the overall guest experience. From the beginning, the service felt cold and unwelcoming—there were no basic courtesies like greetings or smiles, and responses often came across as abrupt.What was particularly uncomfortable was the difference in how guests seemed to be treated. As Indian guests, we felt that we were not given the same level of warmth, attention, or responsiveness as others. Staff appeared more friendly and accommodating toward non-Indian guests, while our interactions often felt dismissive or delayed. This created a strong sense of being treated unfairly, which was very disappointing.At this price point (around £150 per night), the lack of basic amenities was also surprising. Toiletries like shower caps had to be requested, while dental kits and slippers were chargeable. Even bottled water was not provided as standard.Simple requests were also handled inflexibly. When we asked for cling wrap to take fruit to our room, it was denied citing hygiene reasons, and an alternative was offered that did not respect our dietary preferences as vegetarians. This could have been handled with more understanding.Additionally, interactions at reception were not smooth. There were unnecessary delays in addressing our queries, and the tone sometimes felt as though assistance was being given reluctantly rather than as part of normal hospitality.Overall, the experience lacked the warmth, fairness, and professionalism expected from a hotel. The perceived difference in treatment based on background was particularly concerning. I hope management takes this feedback seriously and works toward creating a more inclusive and respectful environment for all guests. Terence Beach, General Manager at Novotel London Brentford, responded to this review Dear Varsh G,Thank you for your review regarding your recent stay with us. I am sorry to read that your experience did not meet your expectations and that you left feeling disappointed.I therefore apologise for the service interactions you described that contributed to you feeling this way. I am especially concerned that you felt treated differently based on your background, more so as most of the persons you interacted with share similar ethnicity and background. I want to assure you that inclusivity and equal treatment for all guests are fundamental principles of our hotel, and so your comments have been careful reviewed and acted upon with further staff training.We also appreciate your feedback regarding the amenities provided in the room and the handling of your requests during your stay. The standard room that you booked does not include the amenity items you were requesting. While some items are available upon request or as chargeable extras in line with hotel policy, we understand that clearer communication and a more thoughtful approach could have improved your experience.Constructive feedback such as yours helps us identify areas where we can further improve, and so we appreciate you bringing these matters to our attention. We have since reviewed your concerns and taken steps to improve the experience of both our staff and our guests.Kind regards,Terence

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• User:Augmented

  Trip type: Family

  New and convenient

  17 Apr 2026

  The Novotel Brentwood is a new contemporary and clean hotel convenient to the underground and rail lines into the city. We slept in more than 10 beds during our tour of England and the Novotel had the most comfortable beds of all. The staff who cleaned and refreshed our room each day did an amazing job. The on-site restaurant offered tasty pizza and decent burgers. We did not eat breakfast at the restaurant because they were hosting a youth football event and it was just too crowded.The hotel is not without it’s negatives, however. We were in England during a warm, but not hot, weather pattern. I inquired about the air conditioner upon arrival because our room was very warm. Instead of looking into the problem, they sent someone up with a fan. After spending a really warm night with a very loud fan, I inquired again on day two. As far as I know, no one looked into it. After spending another very warm, loud night I complained and this time a maintenance person came to inspect the unit. The maintenance person told us that we were lucky because there were other rooms that were even warmer than ours and that this is as good as it’s going to get (it was 22° C, warmer in our room than outside). He offered to send up a second fan. This was really disappointing. Additionally, if you are using the parking garage you must remember the scan the QR code in the lobby each day (you can’t pay for more than one day) or you’ll be fined. I didn’t get fined but it’s inconvenient. That said, along with being new and clean the hotel is just off the motorway, a one mile walk to the Underground and a ½ mile walk to the train. There is a Sainsbury’s Local next door and a coffee shop across the street. Terence Beach, General Manager at Novotel London Brentford, responded to this review Dear Augmented,Thank you for TripAdvisor review following your recent stay. We’re very pleased to hear that you enjoyed our convenient location, comfortable beds, and the cleanliness of the hotel. We are also glad that you were able to enjoy the restaurant offerings during your stay.At the same time, I’m sorry for the discomfort you experienced with the room temperature and for the frustration caused by the handling of your concerns. This is certainly not the level of service we aim to provide. Your feedback has been shared with our maintenance and front office teams so that we can review both the system performance and how concerns are addressed more proactively in the future.We also appreciate your comments regarding the parking process and breakfast experience. We understand how these aspects could feel inconvenient, and your feedback helps us identify where we can improve communication and overall guest experience.Thank you again for your valuable feedback. We do hope to have the opportunity to welcome you back and provide you with a much more comfortable and seamless stay next time.Kind regards,Terence

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• User:ourvan

  Trip type: Friends getaway

  Nice stay - met our needs

  04 Apr 2026

  First, the good stuff - friendly staff, safe area, clean surroundings, comfortable beds, nice breakfast, great coffee. The hotel was just what we were looking for in the neighborhood where my daughter lives, and was walkable to her flat, so that was a bonus. I would stay there again on my next visit just for those conveniences.As for the bits that were not 5 star - there was a slight odor of sewage in the room, one time it actually woke me up. If we kept the toilet seat down it was quite improved. The see-through, albeit cloudy wall between the room and the bathroom caused a bit of awkwardness from time to time, as we were 2 friends traveling. Knowing that one could see a silhouette of the other showering was a bit angsty. (That's when I headed downstairs for some of that good coffee). In another situation, I had to shower in the dark because my friend was sleeping right next to the wall, and if I'd have turned on the light it would have awakened her. I don't know if there are options to select a room without that feature but I would certainly do so next time if that's a possibility. Terence Beach, General Manager at Novotel London Brentford, responded to this review Dear Ourvan,Thank you for taking the time to share such a detailed review following your stay with us. We’re delighted to hear that you enjoyed our friendly team, comfortable beds, breakfast, and coffee—and that our location worked perfectly for visiting your daughter. It’s great to know we met your needs overall and that you would choose to stay with us again.At the same time, I’m very sorry to read about the issues you experienced in your room. The odor you described is certainly not acceptable, so I have shared this with our maintenance team who investigate and addressed the issue.We also appreciate your honest feedback regarding the bathroom design. We understand that the layout may not suit every type of stay, especially the frosted bathroom glass wall when sharing with friends. Thank you again for your valuable feedback—it truly helps us improve. We look forward to welcoming you back and ensuring an even more comfortable stay next time.Kind regards,Terence

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• User:43khalidi

  Trip type: Couples

  Great location

  27 Mar 2026

  We had a pleasant 5-night stay. The room was clean and modern. A special thanks to Mubarra with a great knowledge of surrounding and for being incredibly helpful during our stay—we will definitely come back. Terence Beach, General Manager at Novotel London Brentford, responded to this review Dear Kish,Thank you for your lovely review and for choosing to stay with us for five nights. We’re delighted to hear that you enjoyed our location and found your room clean and modern.A special thank you for highlighting Mubarra—she will be truly pleased to know her knowledge and helpfulness made such a positive impact on your stay. I will be sure to pass along your kind words.We very much look forward to welcoming you back again soon.Kind regards,Terence

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