Sofitel T5 Review

A very professional hotel. Great staff and excellent food. I would greatly recommend.

We loved the convenience of the location, the elegant lobby, the well designed rooms and the foresight to know what the traveler needs before the traveler even knows himself.

Nice rooms, dreadful meal for delayed passengers. Worse than mass catering

Ultramodern, yet comfortable place. Beautiful from the reception area to the rooms. Conveniently located at LHR T5.

good service, comfortable room great accessibility to airport

We decided to stay here as we were due for an early flight out of T5 the following day and really glad we did.
Very friendly staff, good size room and a 5 minute direct link to the terminal which was a total bonus. Would definitely recommend.

This hotel is located right at Heathrow Terminal 5 -- a short walk from the exit. Rooms are large -- by European standards they are huge. Large comfortable beds, lots of desk space, comfortable sitting chairs, etc. A good place to stay the night before an early morning flight.

Good experience. Nice welcome. standard rooms. Restaurant is good
We leaved earlier, we appreciate to have the possibility to get a breakfast box

I booked to stay here just before my flight in early December 2020 to make use of the test and rest covid service. This service is excellent and good value for money, I cannot fault it.

The hotel rooms are large and modern however some plug sockets near the bed would have been useful and none of the rooms have opening windows. My room was extremely hot and airless. I called the reception several times about this issue and it took them over three hours and multiple calls and visits for them to eventually agree the room was overheated and agree and move me to a cooler room, by this time it was already past midnight - not the service I would expect from a 5* hotel. Also there was no one manning the reception phone line, I had to call the concierge line instead to get hold of someone.

Great for conference, have many boardrooms, food is amazing

A very comfortable and enjoyable stay. Staff were friendly and efficient.

The welcome hall is bright and luxurious, the service staff is warm and welcoming, full of smiles, group guests and special welcome rest area, the room is clean and comfortable, the lighting is soft and comfortable, I recommend you can choose to stay here and enjoy this wonderful time.

I was caught up in the awful BA debacle. The gentlman serving me was kind, compassionate, and managed to get me a room when I was desperate, so I am extremely grateful. The room was very comfortable, however a toothbrush in the toiletries area would have been helpful!

Great for an overnight stay ready for an early flight from Heathrow. Very expensive though.

Comfortable, with quick and easy access to the terminal

Great aesthetics, however a bit lacking in keeping facilties clean.

Very clean and well appointed room. It seems as though the bathrooms have been renovated. Nice design and comfortable bed. It's very quiet, perfect for a tired traveller, who needs quality sleep. Internet though needed a number of phone calls and at least 20 minutes trying to get it to work (was a technical problem at the server end). Finally they gave up and offered a guest login.... Why not use that system to begin with?

The hotel is just a few steps on Heathrow T5. Very convenient if you have an early or late flight . Two restaurants for a wonderful meal and the breakfast is to die for with so many hot and cold options to choose from. The room and bathroom are very comfortable and the best is a very nice bath tube to relax after or before a long flight.

Nice, clean and quiet. SOME wonderful staff. Very helpful and polite, like Kelly Fernandes. I must also mention this tall guy in the Sports bar, with tossed hai, who was so wonderful, keeping me updated about the great Joshua/Klit... fight.....from overheard conversation. You need more staff like these two. Wonderful! They understand how a lone guest needs the care of hotel staff to unwind.

I have stayed with you many times as I have family in the USA. The staff are always very accommodating and professional with good personalities. I love to stay at the Sofitel before and after my flights as I live in Harrogate in the North of England and my flight is just too long to get from the North to London and on to the States all in one day I now so enjoy my nights at the Sofitel and really look forward to my overnights.

Our experience was great. The staff was incredibly helpful and friendly. The rooms were clean and the bed comfortable. Thank you!

Amazing customer service from check-in staff. Rooms overpriced and too small. Bar and breakfast should be included in the price.

It is a very good hotel with a friendly and efficient welcome. It is also ideally situated at T5 and good parking deals etc are also available which make it a great place to stay.

Excellent service, although signage in and out of the car park to hotel could be much better!

The close connection and easy to see good signage to the hotel after arriving at T5 was fantastic. Breakfast was terrific with a good range of choices. The only fusppoinyment was with the Club Millesame because it was so small and crowded with a large number of children spread out lying on couches leaving no seating. Parents were there but there was no other supervision.

Guaranteed quality of service, responds to the expectations for a Sofitel Hotel. Perfect for stopovers in London Heathrow Terminal 5, of course. Professional staff, large and quiet rooms and common areas. Clean and tidy. Expect kettle in the rooms but not an espresso machine. Complimentary water in the fridge (both still and sparkling). Luminous (important if you are working).

We booked this hotel for one night before an early morning flight and was such were hoping for three things - for it to be next to the airport, to have a good night's sleep and to have a nice meal in one of the restaurants to mark the start of our holiday.

The hotel delivered only one of those - by virtue of being a 5 minute walk to the terminal.

The restaurant was clearly having a bad evening. The food was late and when it did arrive one of the dishes was missing some ingredients. The portion size was tiny, too. It seemed like many other guests were complaining that night as well.

The mattress on the bed was cheap and uncomfortable - it was a spring mattress, so if you move while in the bed, the whole mattress shakes and bounces. Not great when you're sharing a bed.

Overall, not the quality you'd expect from a 5-star hotel. Go to the Premier Inn around the corner - you'll get a better night's sleep for a third of the price, and a better meal for a fifth of the price.

When we arrived there was a HUGE conference being held and the check-in desk was very busy with attendees of the conference. A fantastic gentleman by the name of Nick (head of security, I believe) saw that we were just regular guests, took our bags, and then took us to an exclusive lounge so we could grab a drink (on the hotel), relax, and wait until he personally found a check in agent - then came back and informed us they were ready for us. We had a little bit of difficulty checking in (my fault for playing online with the reservation before our arrival) but Sara was absolutely fantastic and patient with us. Based on how this hotel staff treated us, I very highly recommend this hotel and the location is perfect for an early flight out. I look forward to the next time I have the opportunity to stay here!!

High quality room with exceptional staff. Good hotel amenities but very easy to reach T5 if you just want something basic . Have used a couple of times now and the one key thing is that the beds ag all Sofitels are very comfortable. Though we could see the runway we couldn't hear it. Would use again without hesitation

It was busy when we arrived but we were quickly checked in. We dined at the Vivre Restaurant where the meal was excellent. The next day we had an easy stroll to the airport terminal and progressed without stress or delay through to airside.

As usual, a very pleasant stay - nice, genuine staff, good and relaxing rooms. Only spoilt this time by having to pay for room service despite all charges being on the room and having this confirmed at check-in.

I spoke to staff at reception on my return back to T5 who sorted it for me without any fuss. Received a refund a few days ago.

Great hotel - very convenient location for T5 and train to other terminals

This is simply nowhere near 5* quality. The bed sagged, there was very little natural light into the room and the strong smell of carpet cleaning product permeated the hallways. Location is excellent for terminal 5, but thats the only redeeming quality.

Absolutely lovely hotel, amazing rooms and food and literally on terminal 5 doorway. Stayed overnight and used the on site car park which is very handy. Location easy to get to although rooms a little pricey. Also attended professional event there which was with around 250 people and they coped well. Staff friendly and as a venue I totally cannot fault it. 5*'s

I stayed for one night in between two flights; I chose the hotel for its proximity to T5.

While the hotel itself was gorgeous, and the staff very warm and friendly, I was shocked at some of the incompetence, and basic necessities that lacked during my stay.

The lights in my room did not work properly, and I was surprised that there was no plug next to the bed for charging one's cell phone. The A/C was uncomfortably high, and when I inquired as to whether the hotel had extra blankets I was informed the hotel was full and so they did not. That is absolutely SHOCKING to me for a five star stay. The most troubling part of my stay though is the morning I was meant to leave, I called the reception and concierge for about 15 minutes and nobody picked up the line. I finally ad to go downstairs to request a luggage trolley in person and although there was only one woman being served in front of me (and two staff people) I had to wait an additional ten minutes. This was followed by the elevator not working and me getting stuck in between two floors for ten minutes.

For the price paid I expect more. Finally the room service menu was limited with no fresh or healthy options.

I always enjoy my stay at this hotel its always a great start or end to a business trip or holiday

Great hotel . You can walk to T5 in about 5-10 minutes

Hotel in exceptionally good condition, very clean, good customer service, good food in Vivre, the more casual restaurant, and good drinks in the hotel bar. Best soundproofing I have experienced in an airport hotel. I never heard a plane although the hotel is adjacent to Terminal 5.

My recommendations are that the ambiance in both Vivre and the hotel bar be enhanced. Food and service in Vivre were good, but it was loud and the lighting was bright -- not very relaxing. In the bar, the seating in the large room with a small TV was not comfortable at all -- and nothing about the room was cosy. Both of these two spaces could be improved in their decorating.

Overall, however, this was a great hotel! Thank you to the staff.

great food , team, the perfect stop over!!
also very quiet would never know close to airport -

nice surroundings, lovely food and drink in a quiet atmosphere

Rooms were comfortable and clean. Check-in was quick. The hotel feels a bit dated and limited number of lifts. Breakfast was fine, with extensive choices. Servers in the bar were excellent with good choices.

Happily recommended for a meeting-hotel or an overnight before flying out.

We have stayed with you on a number of occasions and as always were completely satisfied with the service, the room and everything about our stay.

Very luxurious, in the lobby was however more rush, which was however professionally treated. The lady who checked us in was new, so very slow, but ok. The food in the restaurant was definitely not worth the money! For a star deduction!

There were long queues at reception both at checking-n and checking-out.
Breakfast started much too late for those with early flights.

Love this hotel. The bag drop on check out is a great idea.

Following a very long week of work I decided to stay at sofitel terminal 5 for one night 22nd MaY 2017 before my flight on 23rd . However i accidentally booked the wrong night of 21st and payed for it in advance- this could be due to jet lag or just an honest mistake.

When I arrived i was told my money would be taken as I did not show up for the night before. I was rather upset as if I had not paid in advance this would not have been an issue.

So I paid 155 pounds for my first reservation and 219 pounds for the night I needed- 22nd . The receptionist was totally blank with me, did not speak good english, and just said there was nothing she could do. Of course there is always something you can do in a situation where this has happened. I expected the money to be refunded to be honest as I had not used your services.

I travel regularly and have always wanted to try the terminal five hotel. the experience left me feeling bitter about the way I had been handled. Consequently I will not be using your hotel again.

We had a flight very early in the morning so we spent the night before here. Really happy with everything, our room was gorgeous and everything was very clean.

It was awesome experience all staff members are very courteous...

Excellent location at London Airport Terminal 5. Very quiet and luxurious rooms, staff friendly and very helpful.

Accessed directly from terminal 5 building, but hard to find. You need a lift opposite Mark's & Spencer. Superb breakfast. Large comfortable room.

High class service and car rental on site. Felt very spoilt

Comfortable hotel, excellent location for T5, friendly and, overall, welcoming staff.

The room service was absolutely delicious and the entire hotel feels very luxurious, especially the rooms. It was a little difficult to find the hotel after getting off our plane. It would have been nice as well if there was an accessible vending machine instead of having to call the front desk.

Hotel is beautiful. Beds, linens, baths, towels, robes etc. all first class. Friendly and professional hotel staff made our stay excellent and nothing too much trouble. Hotel has zero noise pollution despite proximity to runway and airport/busy-ness. Had bad experience last year - not Hotel's fault at all - Expedia who had booked my room the wrong week - never did get a refund from them. Thanks to the hotel's professionalism and a manager getting involved and emailing me, I felt their service deserved loyalty and a return trip. Nothing disappoints here. Bar, Food, Services throughout all exceptional. Great! Thank you!

Nice hotel and rooms. Service is poor. Staff don't really care. Just turning up for a shift.

Couple things
1. Left my pillow and large bottle of shampoo in hotel room. I rung the day of check out to inform that I left my John Lewis tempur pillow and large bottle of speacial shampoo in the room, I wa stole they would ring be back after a week no one called so I called again and reported it again which I was told someone would call me back and again 4 days later no one has called me back.
2. There was a power cut and we had no access to our room for over 3 hrs and had to go find dinner else where in dirty cloths. I was told someone would email me with some sort of offer and again no one sent email.
3. Ordered drinks at the bar and was told to sit down they would bring the drinks to us, after over 15min someone came to me and asked they forgot what we ordered and waited a further 15min before the drinks came.

The only faults were our bathroom light cutting out and not much options in the spa as no one was working that day

The hotel looked amazing and the service was great

Hotel is dismal. There is no vitality. Crowded with travelers. The coffee place closes the fifth hour. There is no alternative place. London is an hour away by train or car. I do not recommend it at all

Expensive because of proximity to Terminal 5. Staff were excellent but by Jove finding the room was hard work. Had to leave before breakfast started so they gave me a great picnic breakfast.

Rooms are clean and quite well appointed. Restaurant and bar areas were very busy and we were unable to be seated. Room service wasn't as quick at we'd hope and required a callback from another department

First class service, I had to say for 1night and to get a Covid test. The staff were so helpful, without there help everything would have been a lot harder. The hotel is very nice, nice rooms, with the Covid situation reastruant and bars are closed, so you have to use room service, which was good. The only down side is getting in to the hotel from T5 this due to small signage in T5. Overall a very nice hotel with friendly and helpful staff

Lovely hotel, though a little out my price league on a normal stay.
Great facilities, even with multiple glazed windows still heard the planes
If there is a next time, will have to drink a little more.
Great place to start or end that special trip with your loved one !

This place is in desperate need of cleaning. Dirty carpet, the mirror in the toilet had spots all over it. Room had this smell of moisture when I walked in, staff was alright, a little bit of friendliness won't harm anyone. The only good thing about the hotel was the breakfast, very friendly chef who made my omelette, 10/10 for breakfast.

When I arrive the reception staff are friendly and efficient. My room is excellently equipped. I am usually offered an upgrade due to my repeat visits.

Really enjoyed my stay, just wish I'd had longer to enjoy the room. Only snag for me was I couldn't turn off the air con, or the flashing lights on the desk. I forgot toothpaste, so was disappointed there wasn't a complimentary mini tube, but understand this isn't common in most hotels anyway. The bath products provided were brilliant though.

Wonderfully contemporary and luxurious feel to lobby and, at first glance to room. But, upon closer observation, certain furnishings in the room show some obvious wear. Figuring out room lighting is also a problem, at least initially. Club Millesime Lounge relaxing, with some nice food presentations passed around by the friendly lounge attendant. Overall, the clear choice for an overnight at Terminal 5, although one does pay handsomely for the privilege, especially compared to some of the nearby competition. But, leave no doubt, the Sofitel is superior to that competition.

Very clean, contemporary and good restaurants. Lively atmosphere but a good quiet night's sleep.

We stayed only one night and had a great experience from the beginning to the end.

Very nice hotel. I came here to the car rental station, but was very impressed when walking into the hotel. The staff were very professional and were adhering to the government safety guidelines.

Nicely designed, well-equipped, spacious, bright and quiet rooms! :) Staff is polite, helpful and well trained. The hotel has two restaurants, the kitchen is excellent! I can only recommend!

Short stay overnight between flights. Very convenient for T5, helpful staff, room spacious and comfortable, very quiet.

Its really nice to stay in there if you prefer to get tube . Easy access directly to the train station when you are leaving. Guys also do a very good job at the entrance

After a very long flight that was delayed by an hour and another long wait in the passport check queue, it was such a pleasure to be greeted quickly at reception and shown to an elegant room with comfortable leather furniture and a great bed. The bathroom was gorgeous too. I was traveling alone and it was late by the time I checked in, so I ordered a room service dinner and also breakfast. The food was excellent and the wait was short. All the staff I met were friendly and efficient. I enjoyed a long bath and slept well without any noise from the airport.
My only suggestions for improvement would be thicker, more cushioned carpeting in the bedroom for comfort and that guests arriving from Terminal 5 be advised that they can take their airport luggage trolleys all the way to the hotel reception desk, which I didn't know. It's a bit of a walk from the terminal to the hotel reception, which can seem farther if one is already tired and has more than 1 bag to carry or pull without using the trolley.

Good quality room and bathroom. Quiet night sleep and easy access to Terminal 5.