**Absolutely unacceptable experience — nowhere near a 4-star hotel** My stay at the Dorsett London was an absolute disappointment from start to finish. For a hotel of this category, the overall standard is simply unacceptable. The **condition of the room was disastrous**. It was clearly poorly maintained and far from what you would expect from a supposedly high-end hotel. The room did not feel comfortable, properly maintained, or worthy of the price being charged. The **air conditioning situation was particularly shocking**. The hotel advertises air-conditioned rooms, yet during extremely hot weather, the AC was not working and there was **no genuinely acceptable alternative**. Being given inadequate cooling solutions that do not actually solve the problem is simply not good enough. A hotel has a responsibility to provide a reasonable level of comfort, especially during extreme heat. The **breakfast was also extremely disappointing** — poor quality, limited choice, and absolutely not what I would expect from a hotel of this supposed standard. To make matters worse, the **staff were unhelpful, incompetent, and appeared completely unprepared to deal with the situation**. Instead of taking responsibility and offering a proper solution, the response felt dismissive and full of excuses. This hotel seems to be trading on its name and location while allowing its standards to deteriorate significantly. **The price, the advertised facilities, and the actual experience simply do not match.** I would strongly advise anyone considering staying here to think twice. There are plenty of hotels in London where you can expect a much better standard of service, room quality, and basic comfort for your money. **One of the most disappointing hotel experiences I have ever had. Definitely not worthy of its rating or price.**
Dorsett Shepherds Bush
Address: 58 Shepherds Bush GreenAvailability
Facilities
Reviews
⭐⭐⭐⭐⭐ This is my favorite hotel, and I have been staying here since 2018. This was my fifth stay, and every visit has been a wonderful experience. I would especially like to thank Joanna at the reception. She was incredibly kind, friendly, and helpful. What impressed me the most was that before we even checked in, she personally went up to our room to make sure everything was ready and to check that everything was in order. This was such a thoughtful and caring gesture, and it truly made us feel valued as returning guests. I would also like to thank her wonderful colleague at reception, who made my daughters so happy by giving them two lovely teddy bears. It was such a sweet and thoughtful gesture, and they absolutely loved them. ❤️ Thank you, Joanna, and thank you to your wonderful colleague for your kindness, care, and excellent hospitality. You both made our stay even more special and enjoyable. We truly appreciate it and look forward to coming back again! ❤️⭐️
We had a really great experience at the Dorsett Shepherds Bush! We arrived very early at around 9am and we were accommodated for a luggage drop. Joanne was very very kind and lovely to assist us and they even gave my baby a teddy bear! When we checked in at the hotel, we figured that one of the other AC is not working. I have reported it at the Reception about 4 times because our hotel phone was not also working. Fortunately Sam was very very kind to assist us and he moved us in to the Dorsett Apartment where the AC is working! Thank you so much for your hospitality! People like Joanne and Sam are the kind of staff that make a the hotel a good service!!
From the moment I arrived, I knew this was going to be a special stay. After a long flight, I got to the hotel much earlier than check-in, and Joanna was an absolute angel. She went above and beyond to help me check in early and even upgraded my room, which was such an unexpected and thoughtful gesture. Her kindness, and genuine care completely turned my day around. The hotel itself is absolutely beautiful spotlessly clean, comfortable, and incredibly welcoming. The location couldn’t be better either. It’s just a short walk from Shepherd’s Bush station and only around 10 minutes from Notting Hill What really made this stay unforgettable, though, was the service. Joanna made me feel genuinely looked after, not just like another guest. It’s rare to come across someone who cares so much about making your experience exceptional, Thank you, Joanna, for such a wonderful experience. I’ll definitely be staying here again
We just stayed at the Dorsett Hotel in Shepherd's Bush and had a very positive experience overall. On arrival, we were initially assigned a room with a large bed instead of the two single beds, and there was also a slight smell in the room. After mentioning this to reception, the staff were incredibly polite, understanding, and helpful. They arranged a room change very quickly, and we were extremely pleased with the second room. It was clean, comfortable, and exactly what we needed for our stay. The customer service throughout our visit was excellent. We weren’t rushed to return the key cards from the first room, and when we accidentally locked our key cards inside our room later on, the staff resolved the issue promptly and without any fuss. Another great touch was the hotel kindly storing my suitcase for a few hours after check-out, allowing me to enjoy the afternoon without having to carry my luggage around. This was especially convenient given the hotel’s fantastic location. Westfield London is only around a five-minute walk away, making it ideal for shopping, and Shepherd’s Bush Market Tube Station is also very close by, providing easy access to the rest of London. The price was very reasonable considering the location, quality of the rooms, and level of service provided. We felt it offered excellent value for money. The only minor criticism I would mention is that I wish the rooms had windows that could be opened slightly to allow some fresh air into the room. This wasn't a major issue, but it would have made our stay slightly more comfortable. Overall, the hotel was clean, comfortable, reasonably priced, and well located, but what really stood out was the helpful and professional staff, who ensured that any issues were resolved quickly and efficiently. I would happily stay here again and would highly recommend it to anyone visiting the area.
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