"I recently stayed at Dorsett Shepherds Bush with my boyfriend to celebrate our anniversary. This was our second time in London, and before booking, we carefully read reviews on Tripadvisor and Booking.com. To be fair, most of what we saw on Tripadvisor was negative, and reviews on Booking.com were very mixed. Despite this, we decided to give the hotel a chance because it looked decent in photos, and we both work in the hospitality industry (specifically hotels), so we try to be open-minded and understanding.
Unfortunately, the stay was only “okay”and definitely not at a 4-star level. Service was poor and unprofessional throughout our visit.
We stayed for five days. Upon check-in, we were asked to provide our email address and phone number without being given any form to fill out or explanation as to why this information was required. From our experience in 4–5 star hotels, there is usually a clear and professional procedure when collecting confidential guest information. This was the only 4-star hotel we’ve experienced that handled this process so casually.
When we arrived, there was construction happening outside, and our room was facing the street where the work was taking place. On the second night, we asked if it would be possible to move rooms due to the constant noise, especially since we were staying several more days. A manager or supervisor handed us a key to another room on the first floor. When we checked it, the room was clearly smaller than our current one essentially a downgrade. When we pointed this out, we were told it was the same size, just a different layout. However, it was visibly smaller. In the end, we were left with two options: stay in our current noisy room or move to a smaller one.
We also asked whether the hotel had prior knowledge of the construction. The manager/supervisor said they had no information about it. We found this difficult to believe. Working in hospitality ourselves, we know that hotels are typically informed in advance about nearby construction or disruptions, especially if it affects guest experience. If management truly didn’t know, that in itself reflects poor communication. And if they did know, it should have been handled proactively or at least acknowledged properly when guests complained.
Breakfast was another disappointment. The setup was confusing, with different stations placed far apart (for example, bread located far from butter, ham, and cheese). The fruit did not taste fresh and seemed like leftovers mixed with new batches. Overall, the quality did not meet 4-star expectations.
The location is also quite far from central London, and during peak season you should expect heavy traffic.
The only positive aspect of our stay was the bar area and the young lady working as the bartender. We didn’t catch her name, but she was very sweet and made excellent cocktails.
Overall, the hotel has potential, but it clearly needs better management, more professional service, and greater attention to guest experience. Sadly, based on our experience, I would not recommend staying here."
