Novotel London Wembley

Recent Reviews: 2010

• User:natalie w

  Trip type: Family

  Perfect location for Wembley stadium

  17 Jun 2026

  Perfect location for the stadium. The hotel is only a few mins walk from the steps. Stayed in executive room for a family of 4. Teens slept on the sofa bed which they said was comfortable. The main bed was also comfortable but a lack of plug sockets next to the bed. Only one socket at the bedside. There were two sockets on the desk but only one worked. The bathroom doors are made of glass. Were it not for the location, this would be a reason for me not to book this hotel. The glass has a gap and the doors don’t have any magnetic closing so they gradually open. Not the most private bathroom! The shower was over the bath and water leaked on to the floor as the shower screen didn’t sit flush. Our room faced on to the main walkway to Wembley so it was good to people watch. Breakfast was mediocre. The sausages were quite poor snd the mushrooms were a little over done. Due to having a disability and struggling on my feet all day we asked if possible to have a later checkout and they allowed us to stay in the room until 1pm which was incredibly helpful. No parking at the hotel so we booked a driveway close by through just park. I would stay again for a concert etc Samrat Wadhwa, Guest Services / Front Office at Novotel London Wembley, responded to this review Dear Baileysandgreys,Thank you for taking the time to share your detailed feedback. We're delighted you enjoyed our convenient location, found the room comfortable, and that our team could assist with a late check-out to make your stay more comfortable.We also appreciate your comments regarding the plug sockets, bathroom design, shower, and breakfast. Your feedback is valuable and will be shared with the relevant teams as we continue to improve our guest experience.We're pleased to hear you would stay with us again for a concert, and we look forward to welcoming you back soon.Sincerely,Troye FernandesReception SupervisorNovotel London Wembley

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• User:James B

  Trip type: Family

  Disappointing stay room smell unacceptable for children

  14 Jun 2026

  We booked this hotel as we were attending a concert at Wembley stadium. We checked in after the concert at 11pm as when we arrived we were too early for check in so we left our bags. On entering the room the overwhelming smell of smoke hit us it was absolutely disgusting . Tried to find a phone to ring reception there was no phone in the room . Eventually managed to find a number so rang but the hotel was fully booked so nothing they could do . We had a very unpleasant night in a room that made us feel extremely sick due to the overwhelming smell. We were also allocated a room we didn't book not only the incorrect room type but we booked a landmark view instead we had a view of scaffolding right outside the window due to work being done on the hotel. Our room overlooked the back of the hotel and until the early hours there was constant noise of banging and things being wheeled from the hotel . Tried to use the hairdryer in the morning and it was broken phoned for a replacement one never arrived. The sink in the bathroom was blocked. All in all 365 for a one night and the room we got was not acceptable . I would never stay here again . Samrat Wadhwa, Guest Services / Front Office at Novotel London Wembley, responded to this review Dear James,Thank you for taking the time to contact us regarding your stay on 6 June.Please accept my sincere apologies for the issues you experienced during your visit. I was very disappointed to read about the condition of your room and can completely understand your frustration, particularly given the rate paid for your stay and the special occasion you were attending.The strong smell of smoke in the room is clearly unacceptable, especially when travelling with a child who suffers from severe asthma. I am sorry that this issue was not resolved on the evening of your arrival and that, due to the hotel being fully occupied, we were unable to offer you an alternative room. I have asked our housekeeping and maintenance teams to investigate Room 121 immediately to ensure this issue is addressed.I am also sorry to learn that your room did not match the room type advertised and booked, specifically the absence of the sofa and landmark view you were expecting. In addition, the noise disturbance, uncomfortable bed, and failure to provide a replacement hairdryer after it was reported all fell well below the standards we aim to deliver.I am pleased to hear that you found our team and restaurant staff welcoming and that other aspects of the hotel met your expectations, but I fully appreciate that these positives do not compensate for the disappointment you experienced with your accommodation.Thank you for bringing these matters to our attention. Guest feedback is invaluable in helping us improve, and I assure you that your comments have been shared with the relevant departments for immediate review.Once again, please accept my apologies. We hope you will give us the opportunity to restore your confidence in the future.We have also emailed Claire separately and are still waiting for a response.RegardsSamrat WadhwaReception ManagerNovotel London Wembley

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• User:O8295OXmarkd

  Trip type: Friends getaway

  Decent but beware

  01 Jun 2026

  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!! Samrat Wadhwa, Guest Services / Front Office at Novotel London Wembley, responded to this review Dear Mark,Thank you for your feedback. We're pleased to hear that you found the hotel comfortable and enjoyed your room.We would, however, like to clarify that our bar prices are displayed on the menu, and the 12% discretionary service charge is clearly shown on the bill. This charge is entirely optional and can be removed upon request at any time.We are sorry if this was not clear during your visit and will continue to remind our team of the importance of communicating this to guests. We appreciate your comments and hope to welcome you back again in the future.RegardsSamrat WadhwaReception ManagerNovotel London Wembley

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• User:Melissa C

  Trip type: Family

  Terrible customer service - avoid.

  27 May 2026

  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. Samrat Wadhwa, Guest Services / Front Office at Novotel London Wembley, responded to this review Dear Mr & Mrs Craig,Thank you for taking the time to share your feedback.We are sorry to hear about the frustration and disappointment caused by your booking experience. We appreciate that booking the wrong hotel location was an honest mistake and understand the challenges this created for you and your daughter.As your reservation was made through a third-party travel agent on a non-refundable rate, we were bound by the terms and conditions agreed to at the time of booking. While we understand this was not the outcome you had hoped for, exceptions to these conditions are unfortunately not always possible.We regret that you felt unsupported throughout the process and that our communication did not meet your expectations. Providing a professional and responsive service is important to us, and your comments regarding the handling of your enquiry have been noted and shared with the relevant teams for review.Thank you for bringing your concerns to our attention. We wish you and your family all the best and are sorry that this experience has left you with such a negative impression.RegardsSamrat WadhwaReception ManagerNovotel London Wembley

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• User:MEH276

  Trip type: Family

  Rodrigo is amazing!

  26 May 2026

  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!! Samrat Wadhwa, Guest Services / Front Office at Novotel London Wembley, responded to this review Dear Meh,Thank you so much for your kind words and for taking the time to share your experience.We are delighted to hear that Rodrigo made such a positive impression. Providing friendly, approachable, and attentive service is something we strive for, and it's wonderful to know that Rodrigo went above and beyond to assist you.We will be sure to pass on your compliments to him – recognition like this means a great deal to our team. Thank you again for your feedback, and we look forward to welcoming you back in the future.RegardsSamrat WadhwaReception ManagerNovotel London Wembley

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