Dorsett Shepherds Bush

"Poor customer service Lack of Customer care from Reservations department No response to emails and calls * PLEASE BE AWARE OF ANY BUISNESS THAT DOES NOT PROVIDE A CUSTOMER COMPLAINTS EMAIL * Before booking any Hotel read the lower reviews first."

"The hotel was comfortable and clean, although on both my visits there has always been inflexibility with the check-in process. Even if there are clean rooms available on arrival - after a very long flight from Australia - they aren't prepared to check you in until the official check-out time has clocked over in the system, and on both occasions l had to sit in the foyer for 3 - 4 hours! Considering the Dorsett's Star Rating, l find this ridiculous and unacceptable. This is a big negative for me when l consider my next hotel in Shepherds Bush. However, on a much brighter and more positive note, the Breakfast experience was outstanding! - especially with the welcome and personal service from the wonderful Abdell and his Team. This was my second stay for my son's band concert at the Empire next door, and even though it had been a year, Abdell remembered me and welcomed us with open arms. Apart from being looked after so well, the breakfast was outstanding, and probably one of the best we've had in a long time. Thankyou! Amanda Robinson"

"Nafia Shabazz Reservations agent hello Nafia I don’t have the original email as the only way I was given to make a reply was via your website and the form your hotel Requires you to fill in so once done and you send no copy is returned . If I was given a more direct way to contact, I would have done so and kept a copy. The essence of the complaint was: We, my partner and I, the booking was probably in my partners name Mr SL Mack we stayed at the hotel in Shepherd's Bush London from 1-5 July. During this time, we had no air conditioning in our room, the room was below standard that we would have expected especially the bathroom and shower area which needed a little attention. All the time staying in the room we had no aircon and we were given a fan which only moved around warm/stale air. There were no opening windows in the room which essentially made it a square sealed box, with no way of getting cool Fresh air into our room , which made it very uncomfortable and unpleasant and difficult to sleep. This really is not acceptable, I complained on several occasions, The last been on checkout. The receptionists couldn't get me out of the hotel quick enough and gave me a form explaining how to leave a complaint as I mentioned earlier. Returning home I felt un-well, I have underlying health conditions of which I have COPD I had a sore throat and beginning of a chest infection which I started a rescue pack of steroids and antibiotics. This really isn't acceptable . If you have a problem with your air conditioning system and you advertise all rooms have air-conditioning, you should advise your guests before they arrive so they can decide to book elsewhere that can provide good clean air quality. I find it deceitful that your hotel didn't do this. Also, the fact that's it's taken so long for a reply rather than been brushed of by your staff which really all put together spoiled our short break away. This is the essence of the original E-Mail sent via your web-form Sent this to the hotel July , now three times . It’s now the 25th August and still had no reply . This really is not acceptable. I wouldn’t even stay there if they paid me to.in today’s market to ignore guests is foolish David"