Dorsett Shepherds Bush

"Do not book to stay at this hotel! I came to stay with my 2 teenage daughters. We were going to the harry styles concert and thought this would be a great hotel for local places we wanted to visit. On checking in we were informed that the room had only been set up for 2 people and not 3 but not to worry because while we were out that the room would be made up for 3 people. On arriving back at the hotel around 12.15 am we realised the room was still only for 2 people. We went to reception and we told someone would be up with another bed in 5-10 we waited over half an hour. They brought up no bedding and we were told they would be straight back with it. We waiting another half an hour for the bedding this was at 1.30am now!!! The next morning the receptionist was really rude to me. They hadn’t given me breakfast vouchers and I had to wait in a really long queue at reception again. my 2 daughters couldn’t even get up for breakfast as they were so tired given the late night. The aircon in the room wasn’t working it was so hot. There were cracked tiles on the bathroom floor that I cut my toe on there was peeling paint on the ceiling in the room looked like there had been a leek that they hadn’t fixed. I’ve sent an email to explain my concerns and I’ve heard nothing back at all. The hotel offered me 20% discount which I thought was unacceptable. All in all a terrible stay and I would never stay here again."

"We stayed at the Dorsett Hotel London (Shepherd's Bush) from 26–29 June. On arrival, the air conditioning wasn't working and the room had no window either, making it unbearably hot. I have a heart condition, and staying in these conditions was genuinely unsafe for me, not just uncomfortable. The hotel had no alternative rooms available. Unable to sleep and concerned about my health, we had no choice but to check out between 2am and 3am on 27 June, cutting our stay short. To the hotel's credit, the night duty manager acknowledged the issue and told us a full refund had been authorised and was being sent back to our booking agent. However, despite multiple phone calls and emails over the following weeks asking the hotel to simply confirm this in writing, we received no response. This made it very difficult to resolve the refund with our booking agent, who needed the hotel's confirmation to process anything. The room itself, air conditioning aside, was fine, if not a little unclean — this review is specifically about the lack of a working cooling system, the safety implications of that for someone with a health condition, and the hotel's failure to follow up on a refund their own staff verbally agreed to. If you're booking here in warmer months, I'd strongly recommend confirming directly with the hotel that air conditioning is genuinely working in your specific room before you travel."

"This has been, without question, the worst hotel experience I have ever had in London. I travel to London at least three times a year, and for this trip my parents and I decided to stay at the Dorsett Shepherd's Bush for a change. It turned out to be the biggest mistake of our holiday. The most serious issue was that the air conditioning in our room did not work. When I reported it at around 10:00 pm, I was simply told there were no technicians available and that someone would come the following morning. For a hotel that claims to be a four-star property, this is completely unacceptable. Are guests seriously expected to spend the entire night in an unbearably hot room? The only solution offered was a single small fan for three adults, which was nowhere near adequate. I suffer from migraines that are triggered by heat, and ever since checking into this hotel I have had a constant migraine. What was meant to be a relaxing holiday has instead been ruined because of the hotel's failure to provide a basic amenity that every guest expects. The poor service didn't stop there. Every day we had to call reception to request simple items such as moisturiser, tea and coffee that should have been replaced during housekeeping. Every time we were told, "Yes, we'll send them up," yet they never sent until we went up to the reception and waited till they sent it. The lack of urgency, communication and basic customer service was astonishing. What makes this even more disappointing is that this stay was planned well in advance and paid for in full months before our arrival. If the hotel already knew there were ongoing issues with the air conditioning, the least they could have done was inform guests before arrival and give them the opportunity to cancel or change their booking. Instead, we were left to discover the problem ourselves after checking in. There was no apology, no meaningful attempt to resolve the situation, no compensation and no offer of a refund for the inconvenience. We had originally considered booking one of the hotel's suites, and I am incredibly relieved that we didn't. I genuinely cannot understand how this hotel maintains a four-star rating when it struggles to provide even the most basic expectations of a hotel stay. Air conditioning, prompt maintenance and responsive customer service are not luxuries—they are essentials. I would never stay here again, and I certainly would not recommend this hotel to anyone. If you're looking for a comfortable, stress-free stay in London, I strongly suggest choosing another hotel. This experience completely ruined what should have been an enjoyable holiday."