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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. 1855 out of 2990 reviews" "
Rating 8 - Good. 635 out of 2990 reviews" "
Rating 6 - Okay. 271 out of 2990 reviews" "
Rating 4 - Poor. 119 out of 2990 reviews" "
Rating 2 - Terrible. 110 out of 2990 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

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

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

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

10/10 Excellent

Ana

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Very quiet and comfortable
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 12 May 2024
Dear Ana, 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

Corinna

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely property would definitely stay here again. Great for walking to T5
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Corinna, 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

John

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Very nice and comfortable beds and linen but otherwise pretty average. Hugely expensive for what it is.
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear John, 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

8/10 Good

JANET

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenience and quality
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Janet, 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

Guy Harvey

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 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

10/10 Excellent

Lucy

Liked: Cleanliness, staff & service, property conditions & facilities
It was a comfortable, convenient place to stay before my long haul flight.
Stayed 1 night in Feb 2024
Response from Mohammed Serhan on 12 May 2024
Dear Lucy, 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

Rebecca, Federal Way

Liked: Cleanliness, staff & service, property conditions & facilities
Super nice and convenient for an overnight at Heathrow
Stayed 1 night in May 2024
Response from Mohammed Serhan on 12 May 2024
Dear Rebecca, 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

Julia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I arrived at 11 pm to an empty airport terminal. There were no signs directing me to the hotel and no one to ask. I had gone online ahead of time and saw video or would have had no clue at all. A stock boy at store directed me to a lift that went no where. Another person also searching for the hotel and I finally found the right lift (with first mention of hotel we had seen). I had requested a room on ground floor and/or near lobby. Was given accessible room on third floor with strange and unnecessary set up. No instruction at all for lightening or other necessities. Asked for new room and was given an upgrade which was much appreciated. The hotel tries to be very upscale modern, but lacks instruction on the basics that accompany that. Just help finding the hotel would be a good start.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Julia, 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

Nils

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Easy checkin, friendly staff, great rooms. Not as british as a breakfast as I had hoped, but I enjoyed it nonetheless :)
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Nils, 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

mark

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A very nice hotel with great staff and a walkway to t5
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Mark, 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

Derek

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Only negative was having to wait about 30 minutes to check into the hotel. Long line at 11pm at night after a long day flying.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Derek, 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

Lami

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Lami, 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

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Connected to Heathrow Terminal 5 for easy walk to hotel from airport
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Mark, 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

Alexandros

Liked: Amenities
Nothing really stands out
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 1 May 2024
Dear Alexandros, 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

6/10 Okay

Ceri

Business traveller
Great location but WiFi and data dreadful and tv kept turning off
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Ceri, 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

Jaya

Travelled with family
Very nice stay, excellent staff courteous and knowledgeable
Stayed 2 nights in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Jaya, 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

Kathryn

Liked: Cleanliness, staff & service, property conditions & facilities
5 minutes to checkin for BA
Stayed 2 nights in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Kathryn,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

4/10 Poor

Jason

Business traveller
Liked: Cleanliness
Disliked: Staff & service
Appalling check-in facility, late in the evening huge lines not enough reception staff, and lack of instructions once you finally reach check-in. Also saw a customer move to the front of the queue as he offered to upgrade the room he had booked.
Stayed 1 night in Apr 2024
Response from Mohammed Serhan on 28 Apr 2024
Dear Jason, 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