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Reviews of Sofitel London Heathrow

5 out of 5
Sofitel London Heathrow
Terminal 5, London Heathrow Airport, West Drayton, England

Reviews

8.8

Excellent

Rating 10 - Excellent. 1885 out of 3037 reviews" "
Rating 8 - Good. 645 out of 3037 reviews" "
Rating 6 - Okay. 273 out of 3037 reviews" "
Rating 4 - Poor. 121 out of 3037 reviews" "
Rating 2 - Terrible. 113 out of 3037 reviews" "

9.4/10

Cleanliness

9.0/10

Staff & service

8.8/10

Amenities

9.0/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

10/10 Excellent

Dale

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
Very helpful and friendly staff. Very comfortable room and restaurant was excellent.
Stayed 1 night in May 2024

10/10 Excellent

Linda

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We thoroughly enjoyed your hotel! So so nice, clean, great food! Was even more impressed when we got there. GREAT way to end our trip!
Stayed 1 night in May 2024

10/10 Excellent

Liane

Liked: Cleanliness, amenities
Excellent location. Staff were friendly.
Stayed 1 night in May 2024

10/10 Excellent

Mark

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best airport hotel. Convenient and amazingly comfortable bed. I always go there if I have to stay overnight at Heathrow.
Stayed 1 night in May 2024

4/10 Poor

Susan

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Very disappointing for a Sofitel. Brusque receptionist. On checking in after 10pm, I was not informed that room allocated had disability bathroom, that sole lift to reach it was through Convention and Events area, nor that room key activation of lights was unusually configured - after dark I had to use my own torch to work out that the key slot was horizontal. Bathroom basin and mirror low for wheelchair access; shower not enclosed leading to flooding; no hairdryer discoverable. On arrival, bathroom floor had dirty shoeprint marks. Request after finding state of bathroom to change rooms was met with "none available" as hotel fully booked. This room had been booked more than 5 months before this stay. Have stayed at several other airport hotels in other cities, all much cheaper and better experiences. Only good point was that bed was comfortable.
Stayed 1 night in May 2024

8/10 Good

Maria

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in May 2024

10/10 Excellent

Kurt

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It's a relatively new and modern hotel that is accessible directly from Heathrow Terminal 5. For a traveler who is in and out of London within a day or two, it's super convenient. It's easy to travel in and out of the city via Paddington Express (15-20 minutes)or the Picadilly Subway Line, though that ride takes a good 45 minutes. Otherwise, it's an excellent, clean, well run, well kept hotel that feels very comfortable.
Stayed 1 night in May 2024

10/10 Excellent

TARLOCHAN

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
EXCELLENT, In every way
Stayed 1 night in May 2024

6/10 Okay

Ann Marie, Minocqua

Travelled with group
Liked: Cleanliness, property conditions & facilities
Very rude hostess at restaurant.
Stayed 1 night in May 2024

10/10 Excellent

Guy

Liked: Cleanliness, staff & service, property conditions & facilities
Superb
Stayed 1 night in May 2024
Response from Mohammed Serhan on 22 May 2024
Dear Guy, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

MORVEN

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had another lovely stay at the Sofitel. Swift check in, a complimentary upgrade and a spacious and comfortable room were gratefully received by us. A very early start meant we couldn’t manage dinner but maybe next time!
Stayed 1 night in May 2024
Response from Mohammed Serhan on 21 May 2024
Dear Morven, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Brian

Liked: Cleanliness, staff & service, property conditions & facilities
Slow checking in. No phone charging by the bed. Otherwise it was super.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 20 May 2024
Dear Brian, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

William

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy walk from airport terminal to hotel. Convenient for our overnight layover.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 20 May 2024
Dear William, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Triscilla

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best airport hotel I’ve stayed in . . , clean and modern. Very well maintained despite the significant traffic in and out of this hotel. The only area of improvement would be a lack of staff friendliness in the bar restaurant. Our waiter was a bit rude. No complaints about the rest of the staff we encountered.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 20 May 2024
Dear Temasz, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. I have addressed your comments about the rude waiter with the restaurant team to remind the team of the importance of guest satisfaction.I do hope to welcome you back soon. Kind regards. Mohammed Serhan Hotel Manager

2/10 Terrible

Arronveer

Disliked: Cleanliness, staff & service, property conditions & facilities
Had to sleep in lounge with my family including 3 year old son because the hotel over booked, despite me paying for my reservation weeks in advance
Stayed 1 night in May 2024
Response from Mohammed Serhan on 21 May 2024
Dear Arronveer, Thank you for your recent review. I have since made direct contact with you via email. I look forward to hearing back.Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Dale

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Sofitel is a great hotel and the staff very friendly and helpful.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 20 May 2024
Dear Dale, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

susan

Liked: Cleanliness, staff & service, property conditions & facilities
V convenient
Stayed 1 night in May 2024
Response from Mohammed Serhan on 20 May 2024
Dear Susan, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Sheena

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best hotel to us for terminal 5, staff are all so helpful and friendly always use for my USA flights.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 20 May 2024
Dear Sheena, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

6/10 Okay

Frederico

Travelled with partner
Liked: Staff & service
Great Staff service. However the price for what you get is not the best.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 16 May 2024
Dear Frederico, Thank you for your recent review, we are pleased you enjoyed your recent stay with us and truly appreciate your comments. I do apologise that other aspects of your stay was not to your expectation, and rest assured we will be looking into your comments and raising with the relevant departments. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Teri, Cortez

Travelled with group
We enjoyed our stay. I plan to stay there the next time I fly in to T5 Heathrow. Much better than the hotel at T3.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 15 May 2024
Dear Teri, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Jeremy

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms starting to look a little tired
Stayed 1 night in May 2024
Response from Mohammed Serhan on 14 May 2024
Dear Jeremy, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

THEODORE

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice
Stayed 1 night in May 2024
Response from Mohammed Serhan on 14 May 2024
Dear Theodore, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Joanna

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel at the airport, next to terminal 5. Clean, comfortable, good dining options, bar. Very nice stuff. Great breakfast. It’s a little more expensive than other hotels in the Heathrow area but if you value comfort and quality, this hotel is for you.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 14 May 2024
Dear Joanna, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Rhonda

Liked: Cleanliness, staff & service, property conditions & facilities
So wonderfully and peacefully quiet!
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 14 May 2024
Dear Rhonda, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

4/10 Poor

Colin Scott

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
The housekeeping staff needs work. We called for towels having arrived after 22:00, and no one delivered the towels. I then called the Reception, Housekeeping Guest Services, and the Concierge, and no one answered the telephone. We had to dial the hôte from the outside.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 13 May 2024
Dear Colin, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Doug

Stayed 1 night in May 2024
Response from Mohammed Serhan on 14 May 2024
Dear Doug, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Colin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I was late and the check in was smooth. Excellent room and an easy check out
Stayed 1 night in May 2024
Response from Mohammed Serhan on 13 May 2024
Dear Colin, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Patricia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Mmm
Stayed 1 night in May 2024
Response from Mohammed Serhan on 13 May 2024
Dear Patricia, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Tim

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 May 2024
Dear Tim, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Rouiza, Canoga Park

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Walkable from terminal 5 of Heathrow Airport
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 May 2024
Dear Rouiza, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

8/10 Good

Mehran

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I have stayed at the LHR Sofitel many many times. The property is well maintained and the location is ideal for travelling through LHR with one or more night stays. I was somewhat disappointed this visit as I had booked a room with two double beds and instead they gave us a room with one queen bed and one twin roll a bed which had cramped the space in the room to the extent that the comfy chair, ottoman and the coffee table had to be shoved under the work desk. We had to request the removal of the roll a bed which they did. Nevertheless I was disappointed to see Sofitel not giving me the room that I had actually booked.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Mehran, Thank you for your recent review, we are pleased you enjoyed your recent stay with us and truly appreciate your comments. I do apologise that other aspects of your stay was not to your expectation, and rest assured we will be looking into your comments and raising with the relevant departments. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Derek, Katy

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Extremely good for Trrminal 5 flights
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Derek, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

2/10 Terrible

DAVID

Disliked: Cleanliness, staff & service, property conditions & facilities
Staff were indifferent - room was dirty no lights until someone came up to explain how to use them. The elevator was not explained. The staff did not want to listen to my concerns and just blew me off! I would like a refund!!!!!! How do I take care of getting the refund started. In the meantime I will contact the credit card company to dispute the entire charge for this one night stay.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 16 May 2024
Dear DavidThank you for your recent review. It is disappointing to hear of your experience. We will shortly reach out to address your concerns.Kind regards Mohammed Serhan. Hotel Manager

8/10 Good

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Mark, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

CATHERINE

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Catherine, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Victoria

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent access for airport
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Victoria, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

6/10 Okay

Todd, Valley Center

Travelled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
Convenient to gate 5 at Heathrow, but bathroom was disappointing. Shower door scraped floor and could not be closed, which let water into bathroom, as there is no basin to catch water. There was no soap at the sink. They had put shampoo or other container, with broken spout. The rooms have a strange lighting system. You have to insert your card and control most lights with a central controller. The problem… you can’t read the controller in the dark. So finding the bathroom light button on a little control panel, which requires insertion of the security card, is inconvenient and potentially dangerous at night.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Todd, Thank you for your recent review. I am disappointed we did not meet your expectations during your recent stay with us. Rest assured I have raised this with the relevant departments, as we aim to work on the issues you have highlighted. I do hope this has not deterred you from visiting us again as we do hope to welcome you back to Sofitel London Heathrow. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Lesley

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Mohammed Serhan on 12 May 2024
Dear Lesley, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Carla

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very handy at Heathrow T5 and easy access to London good business hotel!
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 May 2024
Dear Carla, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

8/10 Good

Sophia, Grand Cayman

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Nothing more to share.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Sophia, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Monica

Liked: Cleanliness, staff & service, property conditions & facilities
Great hotel to stay in if travelling from or to Heathrow Terminal 5. I would definately recommend.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 May 2024
Dear Monica, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Bello

Liked: Cleanliness, amenities
Very convenient access to T5 connecting flight.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 May 2024
Dear Bello, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good hotel
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear David, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Deniz

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Getting old. I'll write a more detailed review later
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Deniz, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Sylvia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Sylvia, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear David, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Elizabeth

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff were very helpful and nice. Easy walk to Terminal 5
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Elizabeth, Thank you for your lovely review, we are pleased you enjoyed your recent stay with us and truly appreciate your continued support and loyalty. We look forward to welcoming you back soon. Kind regards. Mohammed Serhan Hotel Manager

10/10 Excellent

Mindy

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very comfortable room.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Mindy, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager

10/10 Excellent

Joel

Stayed 1 night in May 2024

10/10 Excellent

Anna

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 May 2024
Dear Anna, Thank you for the 5 out of 5 review. We look forward to welcoming you back soon. Kind regards Mohammed Serhan Hotel Manager