Novotel London Wembley

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I have never come across a company so obnoxious and unwilling to speak, 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 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. Shocking customer service and completely unnecessary. For the sake of a refund or even making more money from me to switch, they've permanently lost a customer and I will tell everyone that will listen how awful they have been to deal with. We stay away alot - and i have never experienced such shocking customer service.

Expensive for one night. We wanted it for the location

Hotel was good for where we needed to go i.e. Wembley stadium. We also found a few issues with our room one of the lights wasn't switching off properly which affected our sleep in the first night. The bathroom (although gorgeous), the glass doors were a room design flaw (they made a horrendous noise when closing them!!!).

Nice property. very rough people outside and you do not feel safe going out at night

Came for 1 night after spending the day at Harry Potter Studios and chose this hotel because it was central to Wembley and walking distance to the Mundo Pixar Experience. Parking is available on site for £26 per night. The reception staff were very helpful, they offered pre booked breakfast for just £10 per person and our son was free. We got an executive room on the 5th floor which had a queen bed and the sofa bed for our son was already set up for when we arrived. It was a good sized room with 2 large windows looking over Box Park and the stadium. It had 2 TVs and plenty of sockets to charge devices etc. The only issue was we found is that you couldn't keep the bedside lights on, they turned off with the main lights. Breakfast in the morning was nice, with a choice of cooked or continental breakfast. I would stay here again because its such a good location and great value.

Staff were lovely, but I stayed on Sunday night and because it's next to Box Park it was very noisy

Clean and spacious room- great location

You had to ask for

Convenient location, quiet rooms

We stayed for the fa cup semifinal, perfect location, very helpful and pleasant staff and Beaty Clark room. Would definitely stay again.