Dao by Dorsett West London

Unfortunately, this was a disappointing stay, mainly due to the poor customer service and lack of staff training. Our room had already been prepaid, which the receptionist confirmed during check-in. We were told that only a security deposit would be held on my card and refunded after checkout. However, I later discovered that the hotel had incorrectly charged my card for the night’s stay as well. I emailed the hotel to query the charge and received no response for over a week. When I eventually phoned, I was initially told they couldn’t find my booking and that I would need to email instead. After explaining the situation all over again, I was finally transferred to someone else, who apologised and confirmed the incorrect charge would be refunded. The whole process was unnecessarily frustrating and poorly handled. The check-in experience wasn’t much better. We arrived just 10 minutes before the official check-in time but were told they wouldn’t check us in early or even take our details so they could prepare our keys once the room was ready. Instead, we had to come back 10 minutes later, rejoin the queue, and then wait another 30 minutes just to check in. The reception staff were rude, unhelpful and came across as poorly trained. The room itself was very basic, and we were allocated an accessible room without any explanation. The only real positive was the location. It’s close to Westfield Shopping Centre, making parking convenient, and there are Tube stations within easy walking distance, making it a good base for getting around London. Overall, the location couldn’t make up for the poor service. Between the unhelpful check-in, the incorrect charge, the lack of communication and the general feeling that staff were not properly trained, I wouldn’t choose to stay here again.

Great space and comfort in the studio, although the pillows need replacing. Close to both train and bus, this was very handy. Staff were friendly and helpful. Breakfast just adequate.

Good location. Bus stop just right in front of hotel. Short walk to tube, overground and Westfield. Spacious rooms. Repeat stay. Does seem like the standards have gone down. The shower had three bottles labelled shower gel, conditioner and shampoo, but they all contained the same liquid (likely the shower gel).

Housekeeping below average also not easy to contact the operator as they don’t pick up the phone