Dorsett Shepherds Bush

"Sadly disappointed and wanted to avoid writing a review but they have ignored 4 attempts to discuss our experience. We recently stayed at the Dorsett Hotel Shepherds Bush for a visit to Wimbledon. I don’t usually complain and like to resolve things privately but we experienced a number of issues that were frankly disappointing having spent so much for our stay. Firstly, on arrival we were met with exceptionally long queues at reception, with only one member of staff, Twinkle, appearing to manage check-ins, enquiries and other reception duties. Whilst she worked extremely hard and remained professional throughout, it was clear that the reception was significantly understaffed. Many members walked by as people queued and become irritable. I also noticed a number of guests making complaints and changing rooms. Unfortunately, the issues continued with our accommodation. We initially had to move rooms because the air conditioning in our first room was not functioning properly. In both Room 122 and Room 208, the bathrooms had a noticeable smell of mould, which was unpleasant and not what we would expect from a hotel of this standard. In addition, our room was not serviced during our stay despite us specifically asking a cleaner to return later as there was no “Please Make Up Room” sign available to hang on the door. We therefore returned to an uncleaned room with no fresh towels or replenished amenities - it was late in the evening so we just went to bed. The breakfast offering was also extremely disappointing in terms of both quality and overall experience, falling well below expectations. The tables were not attended to and the food was either over cooked (bacon all stuck together) or undercooked (sausages looked microwaved). Finally, I was disappointed to find that a service charge had been added to my card unnecessarily and without explanation, this was subsequently removed but clearly unnecessary and left a bitter taste due to our experience. We were unable to raise these matters during our stay as we were extremely short of time before departing and, unfortunately, the reception queue was once again very lengthy, making it impractical to wait to speak to someone before leaving. Taken individually, some of these issues may have been manageable, however the cumulative effect significantly impacted our stay and did not represent the standard of accommodation and service we had paid for or expected. Again I would reiterate that I would have dealt with this privately but have been repeatedly ignored."

"On arrival we were informed air conditioning was broken and that we couldn't open our window in the room. This was after it took them 30 minutes to find my reservation. I was then told I needed to pay £50(!) "room holding fee" incase I caused any damage?? I have never had to do that before anywhere else! I was told that would be refunded 48hrs after I checked out. It's almost a month later and I'm still waiting I'm also still waiting on my 50% refund I was told I would be receiving due to the air conditioning malfunction. I have emailed and received no response."

"I chose this hotel for the location for an event I was attending and because it advertised that it was air conditioned. Well that certainly was not the case. We arrive early in the morning and used the luggage service. When we came back after touring for the day at 6 pm we were told the a/c was weak and they would give us a fan. Or we could get a refund and go somewhere else. Like that was an actual option???? The a/c was non existent! The fan helped a little while sleeping but not moving around the room. Also, housekeeping did not service our room the first day. Not at all! Then we found out that some rooms were given portable a/c units. We were never told that was an option. One was given to us but it did NOT work. The amount of money I paid was a ripoff."