Dao By Dorsett West London

Nice property, looks nice, good room size - No hot water for 4 of 6 nights(!) - Hotel’s solution was for us to shower in a room in another wing of the building. This required us to get queue up for a room key for this other room from reception, get accompanied to this other room, which on arrival had not been cleaned since last guests were there and was c.35degrees. Went back to reception with the staff member who disappeared for another 10 mins arranging another key for us. This all took 45 mins total at which point we gave up and went upstairs for a cold shower in our original room - Every time we went to reception there was a long queue of people waiting to complain. You had to wait at least 10 mins to speak to anyone at reception - The staff at the desk are the most shambolic, disorganised hotel staff I have ever seen. Nice folks but totally disorganized. Writing down requests and compliants on little scraps of paper, giving out incorrect and / or confusing information, takes 3-4 of them to resolve simple things, etc - E.g. was not cleaned on day 2. We waited at reception and were told that there is no room cleaning every day, that there would only be one day of cleaning during our stay. We pointed out that if that was the case, it was very unhelpful of them to clean the room on our first day of 6… they kindly agreed to clean the room the next day. But when nobody cleaned the room the next day and we went to complain, we found out the information about cleaning only once during our stay was incorrect… which means that for two days in a row, nobody came to clean our room because of (don’t know - failure to organize, no system, etc) - It is almost impossible to speak to reception on the phone. They simply never pick up because they are continually dealing with complaints. Very often someone will pick up and immediately hang up again - Unfortunately this last point became very painful because (upon agreeing to refund me due to no hot water; see above) even booking.

Stylish hotel , modern apartment and bathroom Booked an apartment with a twin room as I was traveling with my 12 year old daughter, got the confirmation for that, but when I checked in they mysteriously didn't have any twin rooms,so they gave me a double and told me that they were making the sofa bed up, which in the end they never did. I ended up sleeping on the sofa, luckily it was only for 1 night

Breakfast was same everyday and not very good. Soap and toilet paper not replaced on time. Otherwise hotel is ok. Breakfast

Great location, great price, friendly staff. Gym was closed for renovations. Breakfast was subpar and definitely not worth whatever they're charging for it (27 pounds per person per day during my stay), switched rooms 3 times because AC wasn't working in the first 2 (thermometer kept throwing up an error message that I had to YouTube to figure out), showers all smelled like piss (all 3 rooms we were in plus the room my sister was in on a different floor) I think due to their plumbing.

During my stay, the air conditioning was not functioning properly, making the room uncomfortable. In addition, the sink was clogged and could not drain properly, which affected the usability and cleanliness of the room. These issues substantially impacted the quality of my stay and the accommodation did not meet the standards advertised at the time of booking. I would appreciate a refund or appropriate compensation for the inconvenience caused.

All the staff were very welcoming! The area it was located wasn’t what I expected.

Firstly, as a member, I should have some privileges, especially since I stayed here for a long time in 2023 and it was much better then. I requested early check-in two hours in advance, but they refused. I requested a late check-out one hour in advance, but they refused. They asked me to pay for each hour. There were no toothbrushes, no toothpaste, and none of the basic amenities that were previously available. I requested a room for one night with two separate beds, but the beds were stuck together, and the beds were very small to separate. The service was poor, and the cleanliness was poor; there was hair on the sheets. I requested luggage delivery to my room, but they asked me to pay for it. I only had two suitcases and a very small bag meant for the airplane's overhead compartment. It was a bad experience, unfortunately. The rooms need renovation, and the view was of a building adjacent to the hotel. The facilities are very worn out and have changed for the worse since 2023.

the location to the bus made uber pick up and drop off difficult .

Great location, close to public transport options and the Westfield Shopping Centre and not far from Olympia. Comfortable rooms, great to have an iron and full size ironing board in the room. Good service from staff. Breakfast felt a bit expensive for what it is. Would be great to offer different pillow types. The room I stayed in is starting to feel a bit tired for a four star hotel, but still comfortable.

The most thing I like is The location. The marble touch in the whole hotel in the kitchen in the bathroom in the entrance. Like the cleanliness of the place even it wasn’t daily in the room. I recommend it & I hope I can back again 200 £ as insurance which it didn’t mentioned in my reservation??

Kind staff Comfortable rooms Location not the best from London center

The location is closes to the public transport (buses /underground), restaurants and shopping mall. The apartment is fully equipped with the kitchen, microwave, oven, … etc. Just need a fitness center and to fix one of the laundry machines. Also one of the elevator is not going to the basement because the basement button is not working.

The room was spacious and clean. Comfortable bed Nothing

Location is good. No outdoor noise. Helpful staff. Rooms are not standard. Daily cleaning is not super good but overall ok. If it rains, top floor outside material has a noise.

It was good but if you take a cab he can’t park in front of the hotel because of the bus lane but it’s nothing they can control

Excellent location - very close to buses and trains. Westfield Mall was a block away. The room was a good size. Didn't use the kitchenette but it was nice to have. Housekeeping was practically non-existent. They made the bed and changed the towels but nothing else. The room wasn't vacuumed or swept the entire time we were there. The hand wash was watered down so much that it was practically useless. Shampoo and body wash bottles were completely empty in the shower and were not replaced. Had to ask the front desk for shampoo, body wash, hand soap, tissues, toilet paper and water. Certainly was not expecting to have to do so at a 4-star hotel!

But what truly pushed me over the edge was what happened after I left. I accidentally left a personal item behind and realized it about an hour after checking out. I immediately tried calling, but no one answered. I then emailed both their front office and reservations inbox right away. Since then, I’ve sent three separate emails, contacted them through Booking.com, Instagram, and Facebook, and still haven’t received a single reply. Not one. When you try to call, you’re put on hold forever, sometimes up to 25 minutes, only to have the call disconnected. Over three days, I called ten times: four on Sunday, two on Monday, and four on Tuesday. The times that I was able to get someone on the phone they’d say things like “My manager will respond within the hour,” “We’re contacting housekeeping,” or “We’re waiting for security.” Every single promise was an empty one. Nobody followed up. Eventually, they claimed they didn’t find anything, which, given their total lack of communication and accountability, I find very hard to believe. This is hands down the worst customer service I’ve ever experienced at any hotel. The complete disregard, lack of communication, and dishonesty are appalling. If you’re thinking about staying here, don’t. Save yourself the frustration. This place operates with zero professionalism, and calling it a 4-star hotel is an insult to every property that actually earns that rating.

Large rooms, helpful staff, easy access to public transportation. No windows are opening, thus you feel airlessness , AC is noisy and only keep room cold (we were there in autumn and we had to ask a heater, they brought in a short while)

We had a comfortable stay once some details had been sorted out. Good location close to Westfield shopping centre and underground stations. First studio we were given did not have dining area, hair on pillow, only one bathrobe. Appears this studio was possibly for one person. After speaking with staff at reception we were relocated from 1st floor to 5th floor. This studio had dining area. The range hood over stovetop was not working. Went to reception and reported. Maintenance came to room and advised they were waiting for spares and nothing could be done to fix it and to cook on stovetop anyway. No tea towels to wipe dishes etc., reported to reception. Next day 2 face washers were left in kitchenette. Again went to reception requesting tea towels and next 2 hand towels left in kitchenette. Gave up and used hand towels to wipe dishes etc. One night we had no hot water and reported this to reception 2 or 3 times and they advised it had been reported to maintenance. No one from maintenance came to our room that night. In the morning the water was hot. Maintenance came to our room in the morning regarding no hot water. Told him it now appeared to be OK. Communal laundry room had 5 washing machine and 5 dryers. Three of the washing machines were out of order and remained so for the 10 nights we were there.

Very enjoyable stay, very friendly and helpful staff, I enjoyed the stay even more because of the staff Nothing