Dorsett Shepherds Bush

"Awful customer service! Took a £50 security deposit which I still have not received. Don’t answer phone calls and when they do they pawn you off. Emails are never replied to either. Avoid!"

"We decided to stay at Dorsett when we were going to a concert at 02 Sheperds Bush. Nice area to live in, short distance to Portobello Road, Notting Hill and not least Westfield shopping. Cozy pubs and lots of exciting places to eat to choose from. But if you want to enjoy London's other attractions, it involves a lot of travel underground. Dorsett hotel was not the cheapest hotel in the area and we probably expected a bit higher quality than we got. Bad. With a constant sewage and urine smell from the bathroom, it was almost like going to public toilets in the city. Every time we opened the bathroom door, the smell came out into our room. Air conditioner. It was constantly at 16 degrees and high speed, but the room remained warm. Glad we didn't live here in the summer. Breakfast. Quite OK, but not impressive. Small selection. A plus is their contribution to the environment with water stations in the corridors to refill drinking water, and that you could skip cleaning rooms to get a £7 voucher at the bar. Good bed and pleasant service."

"The room looked run down and poorly kept, and poorly cleaned. The carpet floor was covered in various old stains, the walls had scratches, black marks and other stains, the bathroom floor, sink and shower also had strange faint white stains. The toilet seat was loose and kept sliding around whenever anyone sat on it, and the shower utterly reeked of what I can only assume to be sewage or mildew. The shower door was not sealed properly and so whenever you used the shower, it would flood the entire bathroom. There were also small black stains as well as rust in the shower, and I even found black spots/grime INSIDE the shampoo dispenser. The shower hinge was falling out of the wall it was attached to. The windows in the room cannot be opened at all, (we asked the staff if they could open it for us since it required a key to do so, which they said they do not open them) which meant that the only way for us to get fresh air was to leave the room, and the AC barely worked to cool the room while making the air incredibly dry and stuffy. My partner woke up several mornings with a sore throat from the conditions, whereas I ended up with a respiratory infection- I am somewhat immunocompromised, this was NOT a good experience for that. The hotel website says there was in-room dining and they had a QR code with a menu inside the room, but the QR code sends you to a blank site, and when we asked about in-room dining the staff said "we do not do room service." even though they claim to do so online? They could not even provide basic cutlery for us to eat our own food with. Staff were nice, but they do not pick up the room phone, and so you have to walk down into the lobby for any assistance. TV in our room was old and the remote was out of battery, so we asked for new batteries so we could actually watch, as the buttons on the TV itself could not change channels. They said they would bring us new batteries, but they didn't. We asked them for batteries multiple times for 2 days in a row and then eventually gave up and had to buy batteries from the lobby vending machine. Even after changing batteries, the remote was almost entirely unresponsive. Near useless TV. Kettle was faulty too. Water would spill out from the handle and burn your hand. Basic room cleaning was done inconsistently and not every day, and never at the same times. If they came in while we were present, they would leave without even asking if we needed anything. Understandable, but poor service, especially since when we asked for anything, it would not get done. Good location, but very poor otherwise."