Novotel London Brentford

Well located for access into London. We went to Kew Gardens which was just a short taxi ride away.

Restaurant and room were brilliant

Pool extremely small and hotel was difficult to find/access. Also, money kept being taken from our credit card as duplicated payments during our stay, which was frustrating to resolve!

The room was very big and comfortable.

Paying for parking

On a positive note, the hotel facilities and accommodations left a great impression. The room itself was exceptionally spacious, clean, and well-maintained, offering plenty of comfort throughout our stay. We also thoroughly enjoyed the hotel's overall scenery and public areas, which added a pleasant touch to the atmosphere, even though the pool area felt quite small for the property. Above all, we truly appreciated the helpful and attentive staff members particularly the kitchen manager on duty Monday and the outstanding housekeeping team who consistently went out of their way to provide warm, professional service.

While a few members of the team made our stay enjoyable, our overall experience was severely tarnished by the unprofessional and hostile behavior of a receptionist. We want to extend our sincere gratitude to the man managing the kitchen on Monday, who provided excellent service, as well as the wonderful housekeeping staff who were exceptionally helpful and attentive. Unfortunately, the service at the front desk was appalling. One staff member in particular a short Asian lady whose name we regrettably missed was extremely rude, addressed us using aggressive gang-like slang, and lacked any sense of professionalism. Most concerningly, her conduct left us feeling targeted and mistreated because of our skin color, which is entirely unacceptable for a hospitality establishment.