Dorsett Shepherds Bush

Though reception and the common areas look quite appealing, the rooms are like something you would see in a youth hostel at best. We had requested 2 rooms close to each other as our kids were staying in a separate room, but were given rooms on the 2nd and 5th floor, I asked if we could at least be on the same floor, but were bluntly told the hotel was full and this wasn’t possible. I explained this to my husband so it was audible to staff and went to the first room where we received a call to say they did have a room available on that floor. Both rooms were in a poor state of decor and didn’t feel clean (see photos). On our final morning, housekeeping tried to enter our room twice without knocking while we were still in bed. The staff weren’t that friendly and if I hadn’t paid for this hotel in full prior to arriving I would definitely have gone somewhere else.

I loved the property, it's a converted Cinema that I used to frequent as a child growing up in the area, so it was unique for me to come back and stay here. The staff were lovely, friendly and helpful at all times, particularly the staff during breakfast service. I was in a room on the 7th floor, which on first impressions was very nice, but unfortunately it had a continuous damp smell to it as you entered. Upon entry, you placed your room key in a slot by the door, which activated the electrics in the room, which in turn meant you could adjust the temperature on the air conditioning, as it was usually set to 'warm' most of the time. I just can't sleep in a hot room as I get migraines, so this was a problem for me. It really didn't seem like the room would cool down much at all, as being on the top floor, heat rises from the rest of the hotel and also with the room key turning the electrics off and temperature back up each time I left, I was fighting a losing battle there anyway. There wasn't any ventilation in the bathroom either which wasn't helping the damp smell and so I left the door open when showering which seemed to help a little, plus the windows didn't open, due to safety reasons I guess. Overall the room was pleasant enough, the WiFi was great, the bed was comfortable except for the pillows. They were very disappointing and hard, which I was surprised by, as most hotels supply very plush soft and feathery ones and the TV pixelated constantly when it was on.

My recent stay was marred by unprofessional reception staff and poor room cleanliness and lack of attention as well as disrespect for the elderly. Despite the appealing appearance of the hotel, the behavior of the front desk employees was obnoxious and dishonest. Throughout my stay, they provided misleading information and displayed a dismissive attitude towards guests' concerns. Furthermore, the cleanliness of the room was severely lacking. Coffee stains were still present on the table and in mugs upon arrival, indicating a lack of thorough cleaning. Shockingly, there were even fecal matter stains on the toilet seat and floor, which is completely unacceptable especially having an infant with us. Overall, my experience was disappointing. The combination of disrespectful and dishonest reception staff and inadequate room cleanliness significantly detracted from the quality of my stay. I hope the management takes immediate action to address these issues and improve the overall guest experience.

Arrived earlier than check in but were allowed to our room at no extra charge. Unfortunately booking was only showing as 2 adults and no child so no sofa bed . Spoke to reception , no quibbles bed put in room made up with towels whilst out . Breakfast on tv screen served till 10.30 am as did cooked breakfast menu . We went for breakfast about 9.45 to be told breakfast finished at 10 am . We were told we could not have cooked but to be quick with buffet as they were clearing it away . As it was we were able to order cooked but it all felt a bit rushed and they were clearing away whilst some were still eating . The food we did have was lovely though . Overall a great stay, great location for our needs and close to tube station

Room falling apart. Stains everywhere. Phone and fridge were broken. Ac was broken. Housekeeping just fold wet towels left in the bathtub instead of replacing them so they are still wet when you come to use the, (and not clean). Housekeeping also failed to replace TP leading to some improvisation. Strange periodic loud whistling noise that sounded like a kid playing a recorder in the room with you. The whole building has the heating turned on, even in summer. Breakfast is mediocre, the sausage is cheaper than something severed at the worst school dinner. Plus sides, the curtains are very good at blacking out the light.

Nice hotel. Room on the smaller side. Traveling with two kids, was promised a sofa bed. Didnt get one, but had two foldable single beds. Took up most of the floor space. Apart from this, no complaints. Would definitely book again

Second time in this hotel but for family purpose. Book a room for 2 adults + 2 kids (10 and 13). Have one queen size bed, and one extra single bed. After arguing , get an extra bed for my second child in the same space. The exective room become a very tiny room with these 2 extra beds. Second bad experience, at the breakfast, where we wait 40 minutes for 3 pancakes. They probably forgot us!! So yes the hotel is looking great, but the services can be at least upgraded

Although we booked bigger room as family, 2 adults and 2 kids, the sofa bed was not set up when we checked in. Also the towels are for only two people. So I asked the hotel to set up the bed and bring more towels. But one of the hotel staffs told to pull up the sofa to make the bed. Why did I need to do it? The hotel should have prepared it. Even though I did it, there were no pillows and no blanket for the sofa bed. Plus there was a big bug flying in the room when I checked in. I was not able to open the window so I kept the front door open for a while. The location was so good that I booked this hotel but I was disappointed at many issues.

I booked accommodation for 3 adults - confirmation states Executive Room- 1 king size bed and 1 Double sofa bed and charged for 3 adults.. Unfortunately when we arrived at the hotel discovered that there was no sofa bed but a camp bed. It was only suitable for a child and not the weight of a full grown adult. I went armed with the booking confirmation and pointed out that the room did not match the booking and we needed alternative accommodation for the price I paid.. I was told that hotel were no longer using sofas beds and were replacing them with single camp beds where accommodation was being booked for an extra adult. I argued that I didn’t book or pay for a camp bed but the receptionist I dealt with did not and would not offer me an alternative. I resorted to removing the mattress from the camp bed frame and putting it on the floor and made up a bed there for our daughter which worked better. Such a bad start to our May Bank Holiday in London. Very poor customer service received - shame on them.

Lovely service when checked in. Lovely clean room. Called room service as had single cover for double soft bed, they said they’d send a double and it didn’t turn up so my children had a rubbish night sleep. Breakfast was a shambles, was told we hadn’t booked then got put in another room as the small restaurant was full so quite a walk to get tea coffee toast etc!