Novotel London Heathrow Airport T1 T2 and T3

Despite the multiple large signs on the road saying ‘come on in’ and ‘welcome’, welcome you are not. We were stopped immediately at the door by a security guard as though we were criminals, just for trying to enter this hotel for a drink at the bar. We were turned away due to the hotel not being open to the public, despite no signs or anything else to advise this. Avoid!!

Appalling and horrendous customer service. Which hotels dose not allow visitors to use their public toilet. What kind of rubbish is that? Had to go to McDonald’s across street.

Very nice hotel, has a nice shisha lounge as well

It is a great service for a good price. Definitely worth 5 out of 5. The staff are friendly. Clean room and good restaurant. However, I wasn’t happy about charging me £50 right at the beginning as an insurance. It wasn’t mentioned in my booking. I was surprised! I hope they made it clear.

Currently checked in for " hotel quarantine." Room is adequate, TV, small fridge, all the usual amenities. Nice touch was the cleaning / disinfectant chemical and cloth left for us as well as loads of bottled water. Staff seem pleasant and are very helpful, I think it's what you make of it. Food portions are enormous with 3 options to choose from for each meal time. our meal last night was delicious!

Had a pleasant stay here. Room was very comfortable with staff courteous and helpful. Breakfast was good, not the biggest selection but enough for most. Only slight shame is that the viewing Gallery on the upper floor was closed, but I guess most folks won't mind amount that.

Absolutely disgusting service. We booked months in advance and had email confirmation on arrival which was shown to reception. We were told they could not find our booking and was asked to wait in the Seated area. We had small children and it was close to midnight, the reception was very busy and we noticed a number of other familys also seated in the waiting area. We waited for 15minutes with no further information and so called for the manager who after arriving a further 10minutes later was very uninformative and asked us to continue to wait in the seated area. After a short exchange of words the manager was asked if they had our rooms or any rooms spare if there was an issue with the booking only for him to admit they were fully booked and would not have a room for us. The other family's in the area also were told the same with one family waiting for over an hour with no information. This left us all needing to find alternative accommodation past midnight with small children. We received no apology or any offer of help from the staff, only a "not our problem" attitude. Absolutely disgusting customer service

Wouldn’t recommend nor stay here again! Firstly I was waiting nearly 2 hours just to check in after check in time and when they finally started letting guest check in because “the rooms weren’t ready” the receptionist checked people in who arrived after us and that didn’t wait as long as us. I also didn’t get the superior room that I was upgraded to through the booking company I used - instead I got a regular double room because apparently they had no availability and limited rooms. During my stay, I found bugs on 3 different days and occasions in my room which the one I recorded looked like some sort of roach. I had requested to move rooms when I found the one in the video because we wasn’t able to kill it. But to conclude, I wouldn’t recommend and think that it definitely isn’t worth the money, the customer service also wasn’t the best as the staff seemed so unbothered and weren’t I particularly friendly.