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“Nice room, need to train staff to support guest needs”

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Sofitel London Heathrow
Ranked #1 of 23 Hotels in Hounslow
Certificate of Excellence
GreenLeadersSilver level
Canton, Georgia
Level Contributor
35 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Nice room, need to train staff to support guest needs”
3 of 5 bubbles Reviewed February 15, 2014

I stayed there for 1 night last night. It is right at the airport at Terminal 5. I needed to depart from Terminal 4 this morning and when I checked in I asked where I needed to go. The response wasn't detailed so I asked again this morning when I left. Again I did not get a good response - the man actually said he wasn't exactly sure where I needed to go. It is a hotel in the airport - 100% of their guest are arriving or departing from the airport and they should be trained on how to tell their guests the best way to get to their terminals. Also last night I needed a diet coke and nothing was open and I was told the only option was to order one from room service. It was over $21 for 2 cokes - that is just ridiculous. Also it was delivered in a bottle and the bottle opener in the room did not work. The room was very nice though.

  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Debi O
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 review, February 18, 2014
Dear Guest,

Thank you for taking the time to write a review on our hotel.

I was disappointed to read that our staff could not provide you with precise information about the directions to Terminal 4. I truly understand your frustration and please accept my apologies for this service shortcoming. Please be assured that this has been addressed with the team and additional training has been provided to prevent similar situation from happening in the future. I have passed your comments on to our Front of House Manager, Vikramjit Singh, who will be more than happy to discuss your feedback further. Should you wish to share your experience with him, please do not hesitate to contact him via e-mail vikramjit.singh@sofitelheathrow.com.

For our guests’ convenience there is a gift shop in our hotel lobby that is open until 21:00 and our Sphere bar which is open until midnight daily. After these hours, food and beverages can be ordered via room service and a tray charge is applicable for room delivery. I am very sorry to read that you found our charges to be high.

We do place bottle openers in every room, and I am sorry to read that yours was faulty. I have passed your comments to our housekeeping department who will check all bottle openers and ensure they are in good working order.

For our guest’s convenience Hoppa Bus service which travels through all Heathrow Terminals, stops at the front entrance of the hotel. The service operates daily from 4.48am until 11.34pm at 30 minutes intervals.

On a positive note, I was pleased to read that your room was to your liking.

I hope we will have the opportunity to welcome you back to the Sofitel London Heathrow again soon.

Yours Sincerely,


Anna Marie Dowling - General Manager
Sofitel London Heathrow
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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Michigan
Level Contributor
219 reviews
66 hotel reviews
common_n_hotel_reviews_1bd8 93 helpful votes
4 of 5 bubbles Reviewed February 15, 2014

Nice hotel adjacent to Heathrow. Obviously, great to stay here while traveling through the airport. Efficient check-in. Very nice rooms with udpated furniture and amenities. Very nice bathroom with separate tub and shower. Quiet.

  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LoveToVacateMichigan
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 review, February 18, 2014
Dear Guest,

Thank you for taking the time to write a review following your most recent stay with us at the Sofitel London Heathrow.

I was delighted to read your kind comments, I was pleased that you found our rooms to be well appointed with enjoyable amenities.

I hope you had a safe and pleasant onwards journey and we look forward to welcoming you back to the Sofitel London Heathrow in the near future.

Yours Sincerely,


Anna-Marie Dowling – General Manager
Sofitel London Heathrow
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sussex
Level Contributor
258 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 138 helpful votes
5 of 5 bubbles Reviewed February 14, 2014 via mobile

Clean, quiet, warm, lovely toiletries, helpful staff and clearly signposted from terminal 5. Breakfast pricey; head back to terminal for food. No airport noise at all. Comfortable bed, bath robe, tea and coffee, fridge with water included. This is an excellent choice if you have an early flight or late arrival. Will def. book again.

Stayed January 2014, traveled as a couple
Helpful?
Thank The_1st_Lady
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 review, February 18, 2014
Dear Guest,

Thank you for taking the time to write a review on our hotel following your most recent stay at the Sofitel London Heathrow.

I was delighted to read your kind comments on our hotel and found us to be an excellent choice for guests having an early flight or late arrival into Heathrow.

May I for future reference point you in the direction of our website where you will find various special offers and stay packages some of which include breakfast.

We hope to have the opportunity to welcome you back at the Sofitel London Heathrow in the near future.

Yours Sincerely,


Anna-Marie Dowling – General Manager
Sofitel London Heathrow
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Level Contributor
17 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed February 14, 2014

Stayed at the Sofitel either side of a recent trip to Dubai from Terminal 5. Very accessible from the terminal. Efficient quick friendly check in and out. Loved the room. Was upgraded to a slightly better room on the way back with the TV in the bathroom. Best bed I have ever slept in. Like sleeping on a cloud. Wish I had a similar one at home! Perfectly quiet. Excellent shower. Power sockets in all the right places. Free WIFI for 24 hours. Loved it! Didn't eat there, so cant comment on the food. Can't wait to return again in July prior to my next flight from T5.

  • Stayed February 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank eli138
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 review, February 18, 2014
Dear Guest,

Thank you for taking the time to write a review on our hotel following your most recent stay at the Sofitel London Heathrow.

I was pleased to read your comments and that you found our hotel to be fabulous, very accessible and you had a great night’s sleep.

I shall share your kind comments to the team here and we look forward to welcoming you back to the Sofitel London Heathrow in July.

Yours Sincerely,


Anna-Marie Dowling – General Manager
Sofitel London Heathrow
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Colchester, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed February 13, 2014

Location is the major plus for this hotel, as it's within terminal 5 itself. Reception was friendly, though rather inefficient (English was not the receptionists first language, which led to a slight delay in booking in).
Room was well-appointed, comfortable, and wonderfully quiet, athough we could see the planes lift off overhead, and the cars slide past on the airport's access road outside the window.

Buffet breakfast was delicious & comprehensive, except for the mushrooms, which tasted liked they were tinned, even though we were assured they were not.

Given the expensive price, it was disappointing to find there was no pool. However, convenience is second to none given the airport (& underground & rail links to London) proximity.

If you're on a tighter budget, and don't mind a short 5 minute bus ride (free!), the nearby Premier Inn is also pretty wonderful.

Room Tip: All rooms appear to be quiet & comfortable, essential given its airport location.
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  • Stayed January 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank gmckissock
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 review, February 18, 2014
Dear Guest,

Thank you for taking the time to write a review on our hotel following your most recent stay at the Sofitel London Heathrow.

I was pleased to read you found your room to be well-appointed, comfortable and wonderfully quiet.

We pride ourselves in Vivre restaurant for having a great variety of dishes available and using the best ingredients, I shall pass on your comments to our Food and Beverage Manager to see where we can improve with regards to the mushrooms.

Unfortunately we do not have a swimming pool however we have a great hydro pool which is very popular especially for guests who have just endured a long flight.

We hope to have the opportunity to welcome you back at the Sofitel London Heathrow in the near future.

Yours Sincerely,


Anna-Marie Dowling – General Manager
Sofitel London Heathrow
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Claverdon, United Kingdom
Level Contributor
95 reviews
65 hotel reviews
common_n_hotel_reviews_1bd8 176 helpful votes
5 of 5 bubbles Reviewed February 12, 2014

A very well run hotel. Staff most helpful and courteous. All said hello or goodbye. Reception was efficient and room was large enough and comfortable. Food at Vivre was very good and the service was excellent.
We stayed overnight on our way on holiday and had a day room on the way back.

Room Tip: Spilt into 4 wings. 1 and 2 are a bit of a walk. All are quiet.
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  • Stayed January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Michael R
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 review, February 15, 2014
Dear Guest,

Thank you for taking the time to write a review on our hotel following your most recent stay at the Sofitel London Heathrow.

It is a great pleasure to read your comments of praise for the rooms, facilities and our breakfast in Vivre.

I am delighted to read that you found our location to be convenient for your onward journey.

We look forward to welcoming you back to the Sofitel London Heathrow again soon.

Yours Sincerely,

Anna-Marie Dowling – General Manager

Sofitel London Heathrow
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sofitel London Heathrow

Property: 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 Spa Hotel in Hounslow
#1 Romantic Hotel in Hounslow
#1 Luxury Hotel in Hounslow
#1 Business Hotel in Hounslow
#2 Family Hotel in Hounslow
#2 Green Hotel in Hounslow
Price Range (Based on Average Rates): $$
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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