Dorsett Shepherds Bush

The location was good. Terrible customer service. We got woken up by somebody trying to break into our room at 1:00 am. They then came back with security in the middle of the night because a drunk person thought it was their room. They hadn’t even checked the reservation system. The aircon didn’t work and it was about 40 degrees celcius in the room. Avoid if you can. When asked anything, the night staff was rude and aggressive.

The location was good. The staff was good. The room was very average. The shower smelled of the sewer. I was only sleeping one night, so I only told the staff at check-out.

Incredible space, looked so amazing all the way through

It was clean and well decorated No air con but had a fan

Nice spacious lobby, like the refillable water stations and was relatively quiet The air con was poor, while there were individual controls, adjusting this didn’t seem to make any different. Room and bathroom were clean but shower had rust on it and could do with being replaced. Staff were friendly enough but very slow on both check in and check out.

Easy to get , good location Very warm, A/C was not working

Superb

Bad

The place!its convenient I like all

The place looks nice Air conditioning throughout the hotel was broken. I was made aware of this by a colleague who was staying here. I reached out to the hotel to ask to cancel as I hadnt checked in yet, and they refused to refund, even though they admitted the airconditioning was not working and it was over 30 degrees heat in London. The windows don't open in the rooms either! Terrible service, used technicality that you cant cancel on the day with booking.com - room not as advertised. Not worth its stars.

Bad

Very convenient location The bathroom smelled really badly

Exceptional

Good

Location The rooms air conditioning did not work,and the breakfast food was not replenished quickly enough.

Great location with lots of shops and restaurants locally. Transport was really easy with the underground a short walking distance away and buses available just outside the hotel. The staff on the desk who id spoke to were really friendly when I had some issues and looked into it Overall my experience was very disappointing. I booked the stay as part of a birthday present for my niece. The room itself is not cheap and when we arrived after spending around 30 minutes queuing to check in, our first room was unsatisfactory. It was very unclean, with visible stains and dust everywhere, the air con didn’t work, and the drain in the shower smelt terrible. I had to go back to the desk to ask for a new room, which they did facilitate. The second room was slightly cleaner and overall condition was better, the air con seemed to work a bit better but I had started to unpack and went to take a shower and the shower did not work. For the third time I called the guest service desk and they again switched me to another room, the shower worked but the air con didn’t. We didn’t realise the air con wasn’t working properly until after we got back to the hotel late at night and by this point we were too tired to deal with yet any other issue. I felt these were all very basic standards that we expect of a supposedly 4 star hotel. The overall reviews and images from the reviews on booking.com were misleading slightly when I had booked it a few months back. It was not worth the price at all and they most definitely should not be charging people 5% service fee, for that reason. It became apparent the hotel were aware the air con wasn’t working which explains why there were portable ones and fans dotted around outside certain rooms, but this hasn’t been communicated to guests.

Exceptional

Not much! Hotel is classed as a four star but is four star in facade only. Service and room facilities more two star, if that!! Air conditioning in allocated room not working, requiring us to change rooms Replacement room was an "accessible" room. Not a problem for us as we are not disabled but room was not wheelchair bound friendly. Staff attitude not pleasing Insufficient storage space (drawers) for anything more than one change of clothes (four very narrow drawers only in whole room). Breakfast poor. We didn't book breakfast but we were in a party of four families. Two families relocated to an adjacent hotel because air conditioning not working in their rooms and one room flooded. One family booked breakfast but we were told it was nearly inedible. Our "accessible" room would not be fit for someone in a wheelchair. There was no circulation space around the whole room, the bathroom towel rail was inaccessible from a wheelchair (top of towel rail over 2m high) The bath taps were too close to the wall to get a good grip to turn. Bath water temperature control very "temperamental" We booked for two nights although in two separate bookings. As recorded above we had to change our allocated room due to the air conditioning in this room not working. On the morning following our first nights stay the Housekeeping Manager knocked on our door and asked what time we would be checking out. We explained that we were staying a second night in our reallocated room, which he was unaware of. We were attending a wedding reception on the second day and evening. When we returned to the hotel our key card had been blocked and we had to go to Reception to ask it be reprogrammed. The receptionist did not apologise or make any other comment. It appears there was no communication between reception staff or house management staff. The reception staff told us that air conditioning was not fully functional because of the excessive outside temperature and we believe many guests were complaining. Not acceptable for a four star hotel.

Modern hotel. In the right location for our activities. No air con and couldn’t open windows.

Very poor