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“More staff training needed”

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Sofitel London Heathrow
Ranked #2 of 21 Hotels in Hounslow
Certificate of Excellence
GreenLeadersSilver level
Reviewed August 11, 2008

Stayed at this hotel as it is the most convenient if you are flying from terminal 5. It is only a 5 minute walk to the terminal and all undercover. The hotel has only just opened but none of the staff in any department appear to have adequate training. There are plenty of staff around and are all eager to help and are very friendly but I felt very sorry for them particularly on reception. It took 3 people to arrange a simple check in and 2 to check us out. Each procedure taking 10 to 15 minutes longer than normal. The prices in the restaurants were expensive but probably what you would expect from the standard of the hotel and location. The prices in the bar were outrageous!!!! £9.00 for a small glass of wine and £15.00 for a 50ml shot of basic brandy!!!!! Overall I think this hotel needs to take more time to train its staff and rerview the prices in the bar!!!

  • Stayed: August 2008, traveled as a couple
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1  Thank waleslovesun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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11,098 - 11,104 of 11,534 reviews

Reviewed August 10, 2008

Very large and quiet room, however the hotel atmosphere is quite cold and breakfast way too expensive. Good for a 1 night stay when waiting for the next flight.

  • Stayed: August 2008
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Thank gd2to
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 4, 2008

Stayed there August 2-one night. Booked two adjoining rooms for a family of four. I have teens for children. They loved all the gizmos-so did my husband. I loved the bedding and top notch design. We had a blast exploring terminal 5. At the terminal there is the coolest grocery store and game room on the lower floor. You can hop a train and go anywhere you want to.

One mistake is not giving myself , once again, enough time to shop the tax free shopping and enjoy the Virgin lounge.

This hotel has a kind of noise that is similar to a sound machine. It gave me the best nights sleep I had in 8 days. The pillows and bedding is what you expect from all Sofitels. The restaurants are exactly where I would have my business meetings or just a fun night out. It is expensive but we wanted to try them anyway. There are options all through the airport if you want to eat somewhere else. Did not see the pool wanted to but missed it.

We will stay here, for sure, everytime we fly through Heathrow. We also liked the Radisson SAS at Manchester too.

We have family that live in the UK so we are there a lot. By the way, we love Virgin airlines they are great in everyway.

  • Stayed: August 2008, traveled on business
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Thank Need2ski2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 3, 2008

I stayed here for one night on a trip to London. I flew in and out of Terminal 5, so wanted the most convenient place to leave my bags.

The hotel itself is around a 5 minute walk from the arrivals area through a wooden panelled tunnel attached to the car park. It would have been nice if the reception was nearer to the terminal.

I arrived at midnight and it took the reception staff 35 minutes to get me a room key - all the rooms were erroneously showing as occupied for some reason. They offered me a free drink voucher, which I accepted, but they couldn't find any, so I was given a voucher for 25% discount in the bar or restaurant instead - but both had closed at midnight, so I just went to my room.

The room was freezing cold, and the controls for the aircon and lights were so high-tech that it took while to figure out. The lightswitches are fiddly, and not best suited for operating in the darkness of night, nor by the elderly or easily befuddled.

The room itself was fine, ample sized bed, desk, bathroom with bath and separate shower, but the showerhead was fixed high from the ground, and not on a sliding pole as is usual elsewhere. I'd challenge anyone under about 5'10" to be able to adjust it without standing on something.

The hotel advertise cabled and wireless internet in all rooms, but neither were working the next morning which meant I couldn't do any work. I didn't bother pursuing this, and went sightseeing instead.

I asked for a safety deposit box at reception for my laptop and camera, but the first two staff I spoke to had trouble understanding what I meant. I was saved by the incredibly helpful aussie reception manager who explained the boxes had never been used before (the hotel has only just opened), but overall, the hassle was excessive for something which should be very simple in a luxury hotel.

This hotel was in a soft opening phase throughout July, so when I checked out on 1st August, I would have expected all the staff training issues to have been smoothed out, but it seems they are not.

Overall, this is a nice hotel, and will no doubt be a pleasure to stay at once all of the staff are up to speed and their technical issues are resolved. Avoid for now.

  • Stayed: July 2008, traveled on business
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3  Thank mesnard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 3 days ago
Google Translation

  • Stayed: October 2017, traveled on business
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Review collected in partnership with Sofitel.com
Thank V6155ZLantoniop
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Reviewed 1 week ago via mobile
Google Translation

Stayed: October 2017, traveled on business
Thank Anne-Laure S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelT5, General Manager at Sofitel London Heathrow, responded to this reviewResponded 1 week ago

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Reviewed 4 weeks ago
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Stayed: May 2017, traveled with family
Review collected in partnership with this hotel
Thank alfreds626
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelT5, General Manager at Sofitel London Heathrow, responded to this reviewResponded 4 weeks ago

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Additional Information about Sofitel London Heathrow

Address: | Terminal 5, London Heathrow Airport, Hounslow TW6 2GD, England
Phone Number:
Location: United Kingdom > England > Greater London > Hounslow
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Hounslow
#1 Spa Hotel in Hounslow
#1 Romantic Hotel in Hounslow
#1 Business Hotel in Hounslow
#2 Family Hotel in Hounslow
#2 Green Hotel in Hounslow
Price Range: $172 - $369 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sofitel London Heathrow 5*
Number of rooms: 605
Official Description (provided by the hotel):
Only Heathrow Airport hotel with direct access to Terminal 5 via a covered walkway and Terminals 1, 2, 3 / Terminal 4 via courtesy Heathrow Express / Connect rail connection and only 21 minutes from Central London by train. Sofitel London Heathrow boasts 605 non-smoking bedrooms including 27 suites. All rooms include the famous Sofitel MyBed, plasma screen TV and double glazed windows (rooms facing outside have triple glazing). All bathrooms include separate walk-in shower and bath. For your meetings and events, the hotel's conference centre boasts 45 meeting rooms including three executive boardrooms, a tiered theatre and a main room for up to 1,300 delegates. The hotel food and beverage outlets include: La Belle Epoque - 3AA Rosette restaurant serving gourmet French cuisine with contemporary world influences; Vivre - with its open theatre kitchens, Sphere Bar, the Le Bar Parisien invites you to experience classic and trendy cocktails, as well as Champagne selection, and the Tea 5 salon serves delicious cakes and lunch options. Leisure facilities include the hotel's Zen Garden, a 24-hour gym as well as a hydro suite with vitality pool, sauna and steam room (chargeable). A hair salon is located on the ground floor. For travellers arriving by car, the hotel offers on-site underground car park as well as Park & Fly packages for up to 15 days. We do also offer transportation to and from the hotel. ... more   less 
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Also Known As:
Sofitel London Heathrow Hotel Hounslow
Sofitel Hotel London Heathrow
Sofitel Hotel Hounslow
London Sofitel

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