DAO by Dorsett West London

"Awful experience. I arrived at 5:30pm and was told my room was not ready, with staff asking me to return in 10 minutes. An hour later, the room was still unavailable. I had to leave for a work event, and upon returning to the hotel, I found several other guests also being turned away because the hotel was overbooked. The staff were extremely unhelpful and unprofessional throughout. Furthermore, a colleague who did manage to get a room mentioned that it was dirty."

"We were extremely disappointed with our recent stay and will definitely not be returning. Check-in was an absolute mess and an exercise in frustration. Despite there being seven staff members standing behind the reception desk, the process took forever. To make matters worse, staff kept disappearing into the back room mid-process without explanation—by the time we finally got our keys, we had been passed around and checked in by three different people. When we finally made it to our room, things went from bad to worse. The cleanliness was unacceptable—it was so filthy that we couldn't stay in it and had to go right back down to request a room change. Overall, between the chaotic, unprofessional service at reception and the unacceptable hygiene standards, this fell far short of what a hotel should be. Save your money and book elsewhere."

"Unfortunately, this was a disappointing stay, mainly due to the poor customer service and lack of staff training. Our room had already been prepaid, which the receptionist confirmed during check-in. We were told that only a security deposit would be held on my card and refunded after checkout. However, I later discovered that the hotel had incorrectly charged my card for the night’s stay as well. I emailed the hotel to query the charge and received no response for over a week. When I eventually phoned, I was initially told they couldn’t find my booking and that I would need to email instead. After explaining the situation all over again, I was finally transferred to someone else, who apologised and confirmed the incorrect charge would be refunded. The whole process was unnecessarily frustrating and poorly handled. The check-in experience wasn’t much better. We arrived just 10 minutes before the official check-in time but were told they wouldn’t check us in early or even take our details so they could prepare our keys once the room was ready. Instead, we had to come back 10 minutes later, rejoin the queue, and then wait another 30 minutes just to check in. The reception staff were rude, unhelpful and came across as poorly trained. The room itself was very basic, and we were allocated an accessible room without any explanation. The only real positive was the location. It’s close to Westfield Shopping Centre, making parking convenient, and there are Tube stations within easy walking distance, making it a good base for getting around London. Overall, the location couldn’t make up for the poor service. Between the unhelpful check-in, the incorrect charge, the lack of communication and the general feeling that staff were not properly trained, I wouldn’t choose to stay here again."