A holidaymaker had "the worst hotel experience ever" when he was left to wait more than four hours to get into his room because he claims there is a lack of staff to clean them, with some people telling him they were checked into an unmade room.
Peter Sarris arrived at the five-star Sofitel London Heathrow Hotel on September 8 when he learned on arrival that his and other customers' rooms were not yet ready.
He claims that "most people in the bar in the evening were waiting for rooms" and that he fears it will be the same for customers who are due to arrive.
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Due to the impact of coronavirus, the Sofitel Heathrow hotel was closed on April 25 and reopened on September 3.
On Tripadvisor, the hotel has a 4.5-star rating and many customers sung its praises, prior to its shutting.
Sarris explained that he was expected to arrive at the hotel at 3pm but was instead three hours late and arrived at 6pm. When he arrived he said that his room was not ready and he didn't receive one until 10pm.
Sarris also explained that the service in the restaurant was so slow that he got his food for free.
He said: "I will never stay here again. My worst hotel experience ever. Total jokers and an utter disgrace.
"Chatting to the staff the issue is chronic. There's a lack of house cleaning staff and general staff shortages.
"Apparently, when they reopened a staff member told me that there were 500 people booked in with almost no rooms ready.
"They were largely sent to the bar with vouchers where there were only three barmen.
"The same member of staff told me they have kitchen porters doing the cooking and some table service."
He talked to one couple at 10pm who were heading to Croatia the next day. They had arrived at 6pm and still hadn't received a room. They told him they were "upgraded" and checked into an unmade room, and then given another that was again unmade.
Another customer review left on September 4 said: "We waited 30 minutes for our drinks in the bar and when they finally came the co*cktails were disappointing.
"We booked a table for dinner but it wasn’t ready till 15 minutes after our booked time. It then took a further 30 minutes before our table was provided with tap water and 45 minutes before we got our drinks."
A recent customer from Jersey also wrote: "Apparently we were some of the first guests in the hotel since it’s reopening following housing of quarantining travellers.
"The reception staff were really lovely and super helpful.
"The bed was ok but in my opinion not up to normal Sofitel standards."
BerkshireLive has contacted Sofitel London Heathrow Hotel for comment, but it had not responded by the time of publication.
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FAQs
Aerotel London Heathrow, Terminal 2 & Terminal 3
Offering free WiFi, Aerotel London Heathrow offers accommodations inside of Heathrow Terminal 3 and is a 10-minute walk from Heathrow Terminal 2.
Can I stay overnight at London Heathrow Airport? ›
Heathrow does offer combined hotel and parking packages, which include overnight stays, along with Heathrow's Official Long Stay or Meet & Greet parking.
What hotel is walking distance from Heathrow Terminal 3? ›
The Hilton Garden Inn is the only hotel located within walking distance Heathrow T3.
Which hotel can you walk to Heathrow Terminal 5? ›
Welcome to Sofitel London Heathrow
The only hotel directly connected to Heathrow Terminal 5 via a 5-minute covered walkway.
Where is the best place to stay in London for first time visitors? ›
Top Pick for South of the River: Southbank, Southwark, or London Bridge. If you're looking to stay in a central location with great transport connections but without quite so much hustle and bustle, then south of the Thames is the way to go.
Is 2 hours enough for Heathrow? ›
Make sure you arrive at the airport: at least 2 hours before a short-haul flight. 3 hours before a long-haul flight.
How much is a sleeping pod at Heathrow Airport? ›
There's nothing free. I think only Terminal 3 has airside sleeping pods (with a shower) but they charge from £20/hour for a single bed with a minimum of 3 hours, which includes lounge access. Even then, they turf you out at about 10:30pm as airside begins to close down, so it's not an overnight possibility.
Why does Heathrow close at night? ›
Night-time (23:30 - 06:00) operations at Heathrow are heavily restricted by the Government, which sets a limit of 5,800 night-time take-offs and landings a year. A night quota limit is also in place, which caps the amount of noise the airport can make at night.
What can I do with a 5 hour layover in Heathrow? ›
Making the most of a short layover at Heathrow (0-6 hours)
- Enjoy a meal in our huge range of restaurants.
- Indulge at some of Heathrow's exclusive shops.
- Relax in one of our premium lounges.
- Refresh with a relaxing spa treatment.
Terminal 3 offers designated rest zones with sofas and lounges, making it an excellent option for sleeping. It is important to note that overnight, security may guide people to one central area, potentially affecting your sleep quality.
We're connected to Heathrow Airport Terminal 2 via a covered walkway, with access to Terminal 3 by a pedestrian underpass.
How far is the London Heathrow Marriott from airport? ›
Located 2 miles from Heathrow Airport, the London Heathrow Marriott offers a relaxing retreat for business and leisure travellers with onsite parking available.
Why is the Sofitel London Heathrow closed? ›
Due to the impact of coronavirus, the Sofitel Heathrow hotel was closed on April 25 and reopened on September 3. On Tripadvisor, the hotel has a 4.5-star rating and many customers sung its praises, prior to its shutting.
How to spend a night at Heathrow Airport? ›
You cannot stay airside at Heathrow Airport overnight. You can however remain in the public areas and try and sleep (I wouldn't, as I would worry about my belongings getting stolen). There are no "sleeping couches", just ordinary seating. If you are worried about visa requirements though, you may be exempt.
Can you walk from Sofitel to T5? ›
Sofitel London Heathrow T5 - London
Sat on the doorstep of Heathrow's Terminal 5, the hotel is roughly a three-minute walk from reception to Terminal 5 check-in. It's also a stone's throw from overground and underground connections which can whisk you away into the centre of London.
How far is the Hilton Heathrow from the airport? ›
We're three-miles from Heathrow Airport's Terminal 5, and the Heathrow Hoppa Service travels from our hotel to Terminal 5 every 30 minutes during peak times. Our onsite amenities include a fitness center, business center, meeting space, and electric vehicle charging stations.
Can you walk from Premier Inn Terminal 5 to the terminal? ›
The Premier Inn Terminal 5 Heathrow is one of four Premier Inn hotels serving Heathrow airport located around the airport perimeter. As its name implies this Premier Inn Terminal 5 is best located for those using Terminal 5, though note it is not within walking distance of Terminal 5.
