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“Beautiful”

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Sofitel London Heathrow
Ranked #1 of 23 Hotels in Hounslow
Certificate of Excellence
GreenLeadersSilver level
Romford, United Kingdom
Level Contributor
70 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
“Beautiful”
5 of 5 bubbles Reviewed 23 August 2013

Stayed one night, again chose this exceptional hotel. Not cheap at £144 per night, but what service, standard and comfort. Receptionists were charming, efficient and friendly, I was given an upgrade to a superior room (3212). Room was absolutely spotless, the bathroom massive with a separate bath and walk in shower. Large flat screen tv and the bed was uber-comfortable. My friend and I had dinner in the International restaurant, though pricey, the food was very enjoyable. Check out the next morning was very quick and hassle free. I would not hesitate to stay here again and for those of you reading this review and wondering, should I pay that amount of money, for comfort and convenience, DO IT !

Room Tip: All rooms are beautifully appointed, completely noise proof too.
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  • Stayed August 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rich A
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, 27 August 2013
Dear Guest,

Thank you for taking the time to write a review with such positive comments and I am pleased that your recent stay with us was a pleasant one.
We strive to provide all our guests with a friendly, comfortable and enjoyable stay and I am pleased that you experienced this during your stay with us.
May I take this opportunity to thank you for recommending our hotel to other Trip Advisor users.

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

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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10,358 reviews from our community

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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
Traveller tips help you choose the right room.   Room tips (1,461)
Date | Rating
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English first
Manchester, UK
Level Contributor
111 reviews
105 hotel reviews
common_n_hotel_reviews_1bd8 127 helpful votes
1 of 5 bubbles Reviewed 23 August 2013

Stayed here for one night in August. Arrived at about 10 pm on internal flight and caught 7 am to the Far East the next day. Very convenient location next to T5 with only a short walk between the terminal and the hotel reception.

Reception was, however, where the issues started. There was a huge queue of people trying to check in and the queue was badly managed. Like it is so often - too few staff for too many people. When we got to the front, there was a problem. Our reservation (wrongly) stated that we were booked into a day rate with no overnight stay. The girl on the desk said that we would need to pay on extra £75 per room to stay overnight - we had two rooms. The duty manager (Tomás) was called. This guy was possibly the worst hotel manager I have ever encountered. His approach to customer service was truly unique and not a model that any HR or training department should teach or copy! He admitted that we had documents that suggested an overnight stay, but insisted that we needed to pay extra. When we refused, he said that we should find another hotel. After a very significant argument, he finally relented and began to book us in. We then handed over our credit card and he without explanation took payment for more than the agreed room rate. We politely enquired why and he then angrily stated that he hadn't taken taken payment but had taken a pre-authorisation. Then in a final flourish, he started to hand over our room keys only to say that he had changed his mind, he was doing us a favour and taking a risk checking us in at the agreed rate and that we should find another hotel after all. We were flabbergasted. He then, just as quick, changed his mind again and handed over the keys. If it had not been so late, we would have gone elsewhere, but our options were pretty limited.

As a very frequent traveller, I have not come across a manager with such a poor sense of customer service. He seemed to think that it was funny to mess around with tired and weary travellers. It was definitely NOT amusing and we left with a sense of disbelief in how a hotel can treat it's guests in such a disgraceful manner.

The rooms themselves were OK, but not that special. And definitely not worth over £200 per night.

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank rreece
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, 28 August 2013
Dear Guest,

Thank you for taking the time to review your recent stay at the Sofitel London Heathrow. First and foremost please accept my sincere apologies for the shortfall in service you experienced.

I was most concerned to read that you faced some significant challenges at check in with regard to confusion with your reservation. I would like to ensure this is investigated more fully, to that end I would be most grateful if at your convenience you could contact our Front Office Manager – Mark Van Schalkwijk on H6214-FO@Sofitel.com.

Once again I apologise for the inconvenience caused to you after a long and tiring journey and I do hope you will return to stay with us enabling us to restore your faith in us.

Sofitel London Heathrow
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
Abu Dhabi, United Arab Emirates
Level Contributor
30 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
5 of 5 bubbles Reviewed 23 August 2013

Everything was perfect, staff, rooms, food quality was good (though it was a busy evening and it took a long time), check in procedure, helpful concierge and porter, think some other hoteliers should come here to see how the professionals operate!! Will definitely stay here next time we're flying out of heathrow

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jenna7jenna
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, 30 August 2013
Dear Guest,

Thank you for your review of our hotel.

I am delighted to read that your recent stay with was an enjoyable one and the room, and other amenities were to your liking.
Our aim is to provide every guest with a warm and friendly welcome and I am pleased that you experienced this during your stay with us.

May I also take this opportunity to thank you for recommending our hotel to Trip Advisor users.

We look forward to your next stay with us.

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
Los Angeles, California
Level Contributor
968 reviews
117 hotel reviews
common_n_hotel_reviews_1bd8 416 helpful votes
5 of 5 bubbles Reviewed 22 August 2013

Perfect Location, amazing accommodations, spotlessly clean, fantastic room service. Easiest Access to and from the airport.


Luxury Luxury Luxury.....No Airport Noise The most comfortable beds, clean spacious bathrooms

The staff at check in was fast, courteous, and upgraded our room just because ( I have no idea why and didn't ask.)

Room Tip: They are all great
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  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AARDVARKKILLER
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, 27 August 2013
Dear Guest,

It was a pleasure to read your review and may I thank you for taking the time to write a review with such positive comments.

Our aim is to provide every guest with a warm, friendly and comfortable stay and I am pleased that you experienced this during your stay with us.

We look forward to welcoming you back to the Sofitel London Heathrow in the not too distant future.

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
Oakville, Canada
Level Contributor
143 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
5 of 5 bubbles Reviewed 22 August 2013

We had missed our flight due to late arrival and since we were very tired, decided to "take a chance" on this one.
Wow, what a surprise!
Checkin was a dream, it took mear seconds.
The room was very large and beautifully appointed. The Bathroom with the glass shower was amazing. The room was completely soundproof and the airconditioning worked perfectly and was so quiet.
The entertainment system was the one you hook your computer into it and you can use the large tv to watch your movies or review your photos.
Only regret was we had to leave at 6am!!
Would love to stay there for a few days and will on our next trip to England

Room Tip: I can't imagine there would be a room that wasn't great. Even though we were at the Airport...
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  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GaryTravels
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, 27 August 2013
Dear Guest,

Thank you for your review of our hotel.

I am delighted to read that your recent stay with was an enjoyable one and the room, and other amenities were to your liking.
Our aim is to provide every guest with a warm and friendly welcome and I am pleased that you experienced this during your stay with us.

May I also take this opportunity to thank you for recommending our hotel to Trip Advisor users.

We look forward to your next stay with us.

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
San Antonio, Texas
Level Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed 22 August 2013

The hotel is huge and makes you think you are in a futuristic building. It is located right near Terminal 5 of the Heathrow Airport. The bedroom was very comfortable with a very comfortable king-size bed. Bathroom was exceptional with separate shower and bathtub.
Most outstanding was their breakfast buffet. There was food for every nationality preference even Indian and Chinese. I only wish I could have tasted each offering - I was too full to do that.
At dinner time one could see how all the cooks are working - as the kitchen is totally open.

Service was exceptional - very helpful. We were treated with much kindness and respect .

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank HelenA60956
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, 27 August 2013
Dear Guest,

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

I am delighted to read that you had such an enjoyable stay with us and you found the room, bathroom and amenities to your liking.
Perhaps on your next visit you will be able to taste some different dishes that are available on the buffet.
It was a pleasure to read that the service you received was exceptional and our staff were helpful, our aim is to provide all our guests with a warm and friendly service and I am pleased that you experienced this during your stay with us.

We hope to welcome you back to the Sofitel London Heathrow again very soon.

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
Glyfada, Greece
Level Contributor
35 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
4 of 5 bubbles Reviewed 22 August 2013

The convenience of this location can not be beaten for a T5 flight!
However, the hotel is not as good as it once was when first opened or it could be that all services are somewhat reduced during August Tourist/Holiday period!
Although Vivre Coffee Shop serves quite good food, One would expect that the Restaurant should have been open and operating as part of the service expected from a Sofitel and one of the world's major airports but it wasn't.... Definitely a downside! .... And requested early morning newspaper was not delivered!

Apart from this, the hotel provides a good, convenient and comfortable place to stay for your T5 departure/arrival without the need of Taxi or shuttle bus as within an easy walking distance and under cover.

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank Yorgoadvisor
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, 27 August 2013
Dear Guest,

Thank you for your review.

I am pleased you found our location convenient and you enjoyed our Vivre restaurant.
At our hotel we strive to improve consistently and I appreciate you taking the time to let me know about the points of your stay that did not meet your requirements.

I am sorry the fine dining restaurant La Belle Époque was not open on the evening you stayed. We do endeavour not to close the restaurant without prior notification although due to historically low demand, the restaurant does not open on Sunday evening.
We look forward to welcoming you back to the Sofitel London Heathrow soon.

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:
Region: United Kingdom > England > Greater London > Hounslow
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre 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 Business Hotel in Hounslow
#1 Spa Hotel in Hounslow
#1 Romantic 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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