Novotel London Wembley

"Decent hotel. Rooms comfortable. Beware the amount you are being charged at the bar following events at the stadium. The staff over charge for drinks as well as adding a 12% service charge to every bill. They are meant to inform guests but they don’t. So check every invoice before you pay!!"

"I have never come across a company so obnoxious and unwilling to speak to, let alone assist a customer. I booked this hotel by mistake, not realising there were 2 troubadero theatres at opposite ends of london. Absolutely my mistake, but I called an hour later to try and sort this 8 weeks ahead of the stay. I was told as I booked non refundable rate they would not refund. I have an autistic daughter that would not cope with a 46 min tube journey after a show, so asked if I could at least just switch to the novotel canary wharf paying the extra. They would not speak to me - so hotels.com who i booked with kindly spent time explaining the situation to them and asking them to switch us. They refused point blank. I have tried and tried to speak to customer services and it does not seem to exist. I have even used resolver and they have thus far ignored me there too for the last 5 weeks. In the end I donated my stay to a family member as no way was I going to let them sell it again, and booked a second room at Tribe, canary wharf for me and my daughter. (Which was lovely!) Shocking customer service and completely unnecessary. For the sake of £150 refund or even making more money from me to switch to another hotel of the same brand that had rooms available, which i was very happy to do - they've now permanently lost a customer and I will tell everyone that will listen how awful they have been to deal with. This has caused me so much stress for weeks, and I have been completely blanked by accord. I stay away alot - both professionally and personally and i have never experienced such shocking customer service. Accord/Novotel - sort your customer service out."

"Just wanted to give a shoutout to Rodrigo the sales executive- honestly has gone way above and beyond to help me and so friendly and approachable to THANK YOU! Rare these days!!"