Shepherd's Bush accommodation with spa

No breakfast

Perfect base for seeing lindon and staff extremely helpful definitely book again

Vijay, porter in reception was super helpful.

A very large hotel, just off Russell Square and only a few minutes walk from Russell Square tube station. The hotel was busy and seemed popular with international visitors. The room was comfortable and had all the amenities you need. The washbasin in the bathroom was a bit small and the tap quite high (good for filling water bottles), but if you're not careful you will splash water everywhere. Staff didn't mention breakfast at check-in. I don't think I booked it, but a reminder about breakfast could have been useful, although there are plenty of shops nearby. Some of the decor in communal areas and corridors is quite dated, but rooms themselves are in better condition.

I like the location as it is convenient and close to lots of interesting things. But the hotel itself is very old. The toilets were not flushing properly. It was hot in the rooms and we had no control on the thermostat. The entrance smell like fish all the time.

Dear Hotel Management, I am writing to express my disappointment regarding the handling of my recent booking and cancellation request at your hotel, where I have stayed regularly for the past 15 years whenever visiting London. After the Middle East conflict began, my flights were cancelled and I contacted the hotel requesting cancellation of a booking, but I never received any response. Recently, I again chose your hotel for a one-night stay. Due to flight delays, I arrived at 6 am and appreciated the late checkout extended until 5 pm. After my London–Rome flight was cancelled, the airline initially rebooked me two days later, so I extended my hotel stay for 3 nights through Expedia at a cost of about AUD $1600. Only 30 minutes later, the airline advised I could depart the same day. I immediately spoke with reception and was told the booking could be cancelled, and I was given a cancellation number so Expedia could process the refund. However, when Expedia contacted the hotel, the cancellation was rejected. Expedia is now asking me for the receptionist’s full name and role, which I find unreasonable. Guests should be able to trust information provided by hotel staff. This situation has seriously damaged my trust in the hotel. After 15 years as a loyal guest, I feel this matter has been handled unfairly and I respectfully ask management to review and resolve it fairly.