Sofitel London Heathrow

Booked via hotels.com for 2 adults and a child, turn up at hotel to find the child's bed costs £35 more - we weren't the only ones confused in the line. The queue itself was long and took over 30 mins to be seen to check in. The room was ok, light switches in need of repair as not functioning correctly, but everything seemed clean and beds were fine. Best thing about this hotel is that it's a short walk to T5.

It was supposed to be a family room for 3 people but they only catered for 2

A/c didn’t work and we arrived late for only one night. No time to deal with. Also the linens on the bed smelled like another persona noticed it when I was sleeping and turned the pillow over. Another family had no air also per our discussion in the elevator the next morning. No water in the room as standard proceedire

The Sofitel at T5 is always my preferred choice. I usually business lounge which is a great way to have some food and drink without formality of the restaurant. This aspect was disappointing this time. Very little available during the day and even less in the evening. The fridges were empty and the afternoon tea options were poor. The cookie jar was empty and never replenished. The coffee machine kept needing staff interaction. It’s a shame as I use this hotel a lot. Also people bringing noisy kids into the lounge was disappointing. I’ve paid a lot for this elite aspect. The rooms are fine but outdated. No charging by the beds. This is surely a standard requirement now.

Had to sleep in lounge with my family including 3 year old son because the hotel over booked, despite me paying for my reservation weeks in advance

The staff were very good and help. I was traveling with twi babies ans they assisted tremendously.

We had booked a family room so that we could go straight to our very early flight and were travelling with two young children. We went to our room to find that it only had one double bed which was covered in rose petals and towel swans spelling out ‘love’ very nice but obviously intended for us. We went back to reception, just thinking they would correct the mistake but no, they insisted it was a family room. In the end I had to take a picture of the room for them to believe us. We were then told that housekeeping would sort it out. It took three more visits to reception for us to get one not two beds made up. At 11.55 we gave up as we had to go to bed. At this point to be fair they did offer to move our room but our children were asleep and it was too late. Three hours of nightmare lack of service from a gentleman who said that he was the manager. The restaurant staff were very nice but to be honest we were not planning to take two little children out to eat at 9.30, we only did so because there was no-where we can sit in the room.

lovely staff, great location if you have a super early flight with kids

Stay in UK was shortened due to a death in the family. Expedia was unable to reschedule to an earlier date and Sofitel declined to change my booking to the earlier date causing me to pay twice for one stay. Reason given was Expedia does not allow changes.

I’m sorry to say that there were a couple of issues with our recent one night stay at T5. Service at the restaurant was poor - after having to ask to order we watched an unbooked couple arrive after us, get served with a pizza each, enjoy some drinks and leave before we were served our main course. Manager seemed in a daze. Our room’s bathroom light switch failed - engineer left in permanently on, saying we could shut the door at night. Later, having unpacked and got into bed we found main room lights would not turn off. This time the engineer failed to effect a repair. After several calls to Reception they suggested we moved rooms, which we did. We had had an exhausting day travelling and had to be up early for a Boston flight in the morning. Moving rooms was undignified and stressful as we needed to sleep before a busy travelling day. On checking out, I again stressed we had not had a good experience and the Manager was to be informed at 8.00am. I suggested we had some sort of compensation. We travel to Boston a couple of times a years and have found staying overnight at Sofitel good and convenient. But our experience on our third visit will make us think about whether we want to repeat the itinerary in the future. I will definitely not recommend Sofitel to friends again, as I have done often in the past. A disappointing start to our trip, that was stressful when it should have been relaxed, as we prepared to spend Christmas with close family in Maine, USA.