Dao by Dorsett West London

It was very late when we checked in the hotel due to flight delayed in Bangkok, thankfully the check-in process was very smooth and it made my day. The reception staff Shadaar was very friendly and helpful, when he knew that it's the first time that we visited London, he kindly reminded us to stay alert when traveling in town, and offer us complimentary drink and breakfast. That was really so heartwarming. The room is quite spacious compared to most of the hotels we stayed in other European countries. Hotel location is between two subway lines, both within 3-5 minutes' walking distance to stations. There is a big shopping centre next to train station which is a big benefit for tourists. The quality of breakfast is very good, the croissant is one of the best I had. I'm very glad that I choose Dosett, it was a very pleasant experience and a good start for our first trip to London.

So, we came with high expectations but the bad service started at the checkin. 2 weeks before the checkin I called the hotel and asked to add the name of my spouse to the booking as she was supposed to arrive earlier than me, at that same call I was convinced to upgrade the room to a 1 bedroom with park view. Eventually I arrived first, however my name wasn’t in the booking anymore, apparently the hotel replaced my name with the name of my spouse, so checking in was possible only after lots of discussions and only after I presented a photo of the passport of my spouse, vacation started on a bad note. Once arrived to the room, it had no park view, went back to the reception and the receptionist said he doesn’t have any other room to give however he will do the needful to change our room the following day. This reply repeated itself also the following day while in the 3rd day an other receptionist said that a 1 bedroom suite doesn’t exist with park view, meaning we were fooled to upgrade to something that doesn’t exist. That same day and the following day I asked to speak with a manager, waited for him/her at the reception in vain till I asked that the manager will call our room upon his availability, that never happened. The bad experience continued the following day in which we discovered that the hotel provides housekeeping services only once a week, doesn’t even enter the room to clear the trash, bring fresh towels, toilet paper, etc. Never again in this hotel!

Lovely room and friendly staff

We stayed in the apartment section of the hotel and our room was great. Breakfast is also very good. They have a laundry facility in basement, but in the evening the housekeeping staff use many if not all washers etc, to wash hotel towels. Come on Dao, you can do better. Hire a commercial laundry and let guests use the facility that is meant for them.