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“Sheraton Heathrow - superb customer-centred service”

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Sheraton Heathrow Hotel
Ranked #10 of 12 Hotels in West Drayton
Nottingham, United Kingdom
Level Contributor
108 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 68 helpful votes
“Sheraton Heathrow - superb customer-centred service”
Reviewed 23 May 2012

My husband and I stayed at the Sheraton Heathrow at the start of a wonderful 16 day trip to Hawaii and California. I'd read reviews that placed this hotel very much behind its smarter sister hotel, The Skyline, and I agree that the Reception area caused my heart to sink (it looks to more like a cross between a bank and a detention centre!), but from the moment we checked in we were treated throughout the whole hotel with note-worthy charm, so much so that I'm writing this review from The Sheraton Los Angeles en route to Hawaii rather that wait until we get home in June!

Shabby and tired, some reviewers said and it's true that parts of the hotel did look in need of redecoration. The hotel is big and some of the rooms take all of three minutes to walk to - shocking! But if you re-focus on what really matters in a hotel, then The Sheraton Heathrow does it in spades: a bed that felt like sleeping on a heavenly smelling cloud, TICK! A quiet, peaceful room, TICK! One of the tastiest, piping hot, imaginative and senses-thrilling meals I've ever had: (okay, forgive the hyerbole, but Yummy just didn't do it justice!) TICK!

I've stayed at prettier hotels and been ignored. It's to the credit of all staff at the Sheraton Heathrow that this customer writes of their superb service, and I have no hesitation in recommending them most warmly.

  • Stayed May 2012, travelled as a couple
    • Value
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Helpful?
2 Thank Bumblestraw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guest_Relations-SH, Manager at Sheraton Heathrow Hotel, responded to this review, 24 May 2012
Dear Guest,

What an amazing review! With a very warm welcome, this is how we are aiming to attend all our guests. We are really happy to read you enjoyed your stay with us and it was our team of associates, who made the difference. We hope to see you back very soon again. In the meanwhile we wish you a safe journey, full of extraordinary experiences.

Warm regards,

Antoni
Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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UK
Level Contributor
138 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed 20 May 2012

Recently stayed on a overnight hotel stay and parking deal which was very good. However eating in the restaurant I was charged £16 for fish and chips. Now at that price I would expect fresh, flakey and tasty fish. However what I got was frozen, watery and tasteless. Extremely poor.

  • Stayed May 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TravellingMole
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guest_Relations-SH, Manager at Sheraton Heathrow Hotel, responded to this review, 21 May 2012
Dear Guest,

Whilst it is great to read the parking park & fly deal at the Sheraton Heathrow was good value, we are very sorry that you didn’t enjoy our fish and chips. At The Orchard Restaurant we definitely aim to offer the very best quality to our guest. The fresh cod we use for the fish and chips gets delivered daily, except Sunday and Monday and our chefs prepare it with the utmost care. The fish and chips is, next to the Wagyu burger, one of our best selling items on our menu and we usually get very good comments.

We apologize for the inconvenience and would love to be able convince you of the quality of our dishes, when you come back to the Sheraton Heathrow.

Best regards,

Antoni
Executive Assistant Manager
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Copenhagen, Denmark
Level Contributor
12 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 18 May 2012

One of the best thing about this Sheraton hotel is its location and the international atmosphere. The staff offers great service and are always happy to help, with a smile. The hotel got everything you need; In room dining, restaurant, bar, dry-cleaning - basically everything you need in between flights.

  • Stayed October 2011, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ejner S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guest_Relations-SH, Manager at Sheraton Heathrow Hotel, responded to this review, 22 May 2012
Dear Guest,

Thank you for your excellent review of our hotel. We are happy to read that we meet all your expectations and are especially proud of the good comments you have written about our team. We aim to extend a warm welcome to all our guests and certainly look forward to see you soon again at the Sheraton Heathrow.

Warm regards,

Antoni
Executive Assistant Manager
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London, United Kingdom
Level Contributor
20 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 18 May 2012

Stayed for one night after flying back into Heathrow.
Nice comfortable clean room, perhaps a little on the small side. Hotel is also a little older.
Wonderful staff.
Easy to get to on the Hotel Hoppa from the airport too
Room service was very speedy as well!
Complimentary toiletries and decent sized bathroom and great shower/bath. No bathrobe though.
Would definitely stay here again :)

  • Stayed May 2012, travelled solo
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ClareB77_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guest_Relations-SH, Manager at Sheraton Heathrow Hotel, responded to this review, 22 May 2012
Dear Guest,

Thank you for your great comment about your stay at the Sheraton Heathrow. Thank you especially for the very nice feedback about our team. We look forward to welcome you back at our hotel very soon.

Warm regards,

Antoni
Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Truckee, California
Level Contributor
127 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 121 helpful votes
Reviewed 17 May 2012

We stayed at the Sheraton Heathrow on an overnight layover trying to get from Europe back to the United States. Through a last-minute website we received a good rate (about $80 US) but we were shocked when we had to pay 29 Pounds to take a taxi from the airport to the Sheraton (I'd guesstimate 1.5 miles away). Then, we paid another 15 Pounds to get back to the airport a mere 7 hours later.
We were lucky to be given a Club room which was decent although, overall, this hotel seemed dated & tired. I noticed stained, faded carpeting & scuffs throughout the hallways. Our room, however, was updated & the bed was SO comfy. Additionally, I could not find info from the Sheraton on how/best way to get to them from the airport & that was frustrating. Perhaps there was a less-costly way, but it was not clearly communicated.
For our purposes (catching a few hours sleep before a flight & a warm shower) the hotel was fine but know that it's not a fresh-looking hotel & certainly is not in a super easy/inexpensive proximity to the Heathrow Airport.

Room Tip: Ask for a Club room. Remember to ask for non-smoking too, if that is important to you.
See more room tips
  • Stayed May 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nicole R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guest_Relations-SH, Manager at Sheraton Heathrow Hotel, responded to this review, 22 May 2012
Dear Guest,

Thank you for your feedback on your room and your trip to the Sheraton Heathrow. We are very sorry to read you had to pay so much for a taxi from the airport terminals, which are not very far away. An easy way to get here is with the Hoppa Bus, which would charge you GBP4.50 per trip. It takes 10-15min from any terminal to the Sheraton Heathrow. Another option is to take the free public buses, which stop not too far from the hotel. You can find more information about this on the hotel web site or our concierge will be more than happy to give you the necessary details, if you call the hotel.
There is some information about the Hoppa Buses in our guest services directory, but we still have to improve the signage about transportation at the reception, I apologize, if this caused so much trouble.
We have furthermore noted your comments about the corridors. We have planned for improvement works to be done there later this year.

Your feedback helps us to improve. Thank you for taking the time to write on TripAdvisor.

Best regards,

Antoni
Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
9 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 17 May 2012

se often stay at this hotel forma night or two when in Heathrow and there wasnt a single time i was disappointed in anything. its not brand new but room sizes and cleanliness are amazing. the Quennbed is also the most comfortable bed i ever slept in
bathrooms are good sized and clean with complimentary toiletries
its located close to HeathrownT5 or 1,2,3. can get there by bus in less than 10 mins
continetal breakfast is great, good choice and fresh food, staff are friendly and very professional
would recommend this hotel if you are staying in Heatrow this and only this!

  • Stayed April 2012
    • Value
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Helpful?
Thank Preciousfox
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guest_Relations-SH, Manager at Sheraton Heathrow Hotel, responded to this review, 18 May 2012
Dear Guest,

WOW – What a great review. We are really happy, that you enjoy staying with us. Thank you especially about the comments regarding our associates. We hope we can welcome you soon again at the Sheraton Heathrow and we can count on your feedback on what we do well and what we can improve.

Warm regards,

Antoni
Executive Assistant Manager
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Los Angeles
Level Contributor
41 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 17 May 2012

We had a great stay here but with rather small rooms, we were really happy we got the club room and had more space to run around. We had requested a crib in our room and it was ready and set up upon arrival. The desk staff was very helpful in ordering a cab for us to the airport. Fitness center is solid, breakfast in the club room was better than expected, rooms were nice and comfortable. Only criticism was it was hard to get the front desk on the phone from our room and at check in there were no bellman at the desk so we had to haul five bags up to our room ourselves.

Room Tip: Get a club floor room!
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  • Stayed May 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank djrhoffman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Guest_Relations-SH, Manager at Sheraton Heathrow Hotel, responded to this review, 21 May 2012
Dear Guest,

Thank you for your honest feedback about your stay at the Sheraton Heathrow. Good to read you took advantage of our Club Rooms and the Club Lounge and that you enjoyed the complimentary offerings and snack we serve to our guests in the morning and evening. Regarding your comments about the bellman and switchboard, we have reviewed them with our front office team. This is not the level of service we want to offer our guests and trust next time you are staying with us, we will prove to be better hosts.

Warm regards,

Antoni
Executive Assistant Manager
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 Sheraton Heathrow Hotel

Property: Sheraton Heathrow Hotel
Address: Colnbrook By Pass, West Drayton UB7 0HJ, England
Phone Number:
Region: United Kingdom > England > Greater London > West Drayton
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Wheelchair access
Hotel Style:
#7 Luxury Hotel in West Drayton
Price Range (Based on Average Rates): £
Hotel Class:4 star — Sheraton Heathrow Hotel 4*
Number of rooms: 426
Official Description (provided by the hotel):
Sheraton Heathrow Hotel is located less than a mile from Heathrow Terminal 5 and is only minutes away from any of the terminals. The Sheraton Sweet Sleeper Bed, The Link at Sheraton, Sheraton Club and Sheraton Fitness powered by Core Performance make it a comfortable choice where guests find a home away from home. A welcoming team of talent always strives to make guests feel special and to create a warm sense of community to be enjoyed by all. ... more   less 
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Also Known As:
Sheraton West Drayton
West Drayton Sheraton
Sheraton Heathrow Hotel West Drayton, Greater London

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