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Reviews of Grantly Hotel, London Shepherd's Bush

3 out of 5
Grantly Hotel, London Shepherd's Bush
50 Shepherds Bush Green, London, England

Reviews

7.4

Good

Rating 10 - Excellent. 117 out of 532 reviews" "
Rating 8 - Good. 228 out of 532 reviews" "
Rating 6 - Okay. 103 out of 532 reviews" "
Rating 4 - Poor. 41 out of 532 reviews" "
Rating 2 - Terrible. 43 out of 532 reviews" "

7.4/10

Cleanliness

8.0/10

Staff & service

7.2/10

Amenities

7.2/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

2/10 Terrible

Karen

Disliked: Staff & service
Arrived at the hotel for my 8 night stay in the evening, to be informed the booking had been cancelled months before and I should have been told and refunded.
Stayed 8 nights in Nov 2023

2/10 Terrible

David

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2023
Response from Eva on 25 Jul 2023
Hi, David! Thank you for taking your precious time to check us out. We apologize for the disappointment and we will surely make every effort to keep to your standards in the future. Regards, Eva

2/10 Terrible

Holly

Stayed 1 night in Jun 2023
Response from Noah on 15 Jul 2023
Hi, Holly! We regret the unpleasant experience you had with us. We will try to make your next stay comfortable with us with continuous improvements. Looking forward to hosting you soon with a delightful stay ahead. Regards, Noah

2/10 Terrible

Nicola

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
DO NOT BOOK WE TRAVELLED HUNDREDS OF MILES TO ARRIVE AND THEY SAID THAT THE HOTEL WAS CLOSED TO THE PUBLIC THEY OFFERED NO SUPPORT OTHER THAN TO TRY AND CHARGE US £344 TO BOOK US ELSE WHERE ON TOP OF THE £288 WE HAD PAID WE WERE TWO WOMEN TURFED ON TO THE STREETS WITH NO WHERE TO GO
Stayed 2 nights in Apr 2023

2/10 Terrible

Jordaan

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
An hour before I was due to arrive I received an email that the hotel could no longer honour my booking. Due to them over booking rooms. After they had taken payment.
Stayed 3 nights in Apr 2023

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Disappointed
Stayed 4 nights in Apr 2023
Response from Ammy on 19 Apr 2023
Hi, thank you for taking your precious time to check us out. We apologize for the disappointment and we will surely make every effort to keep to your standards in the future. Regards, Tim.

8/10 Good

Nianhrene

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
On the 4th night that I stayed, the hotel had a problem. So they asked me to go to a new hotel but I didn't pay anything extra.
Stayed 6 nights in Mar 2023
Response from Eva on 6 Apr 2023
Hey, Nianhrene! Thank you so much for acknowledging our efforts and rating us positively. We shall never stop pleasing you with our services. Regards, Eva

8/10 Good

Zeiad

Liked: Cleanliness, staff & service, property conditions & facilities
Nice stay
Response from Lisa on 1 Apr 2023
Thanks for rating us superbly, Zeiad! Glad to know that you loved our services :) Regards, Lisa

10/10 Excellent

Chris

Stayed 1 night in Mar 2023
Response from Ammy on 23 Mar 2023
Hi, Chris! Thank you very much for being with us. Looking forward to your continued love and support. Regards, Tim.

10/10 Excellent

Kristers

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2023
Response from Ammy on 23 Mar 2023
Thanks for the positive rating, Kristers! Hope to welcome you again soon. Regards, Noah.

10/10 Excellent

Ian

Stayed 1 night in Mar 2023
Response from Noah on 18 Mar 2023
Thank you for your appreciation, Jan! We hope to give you a consistent service every time. Regards, Noah

6/10 Okay

Charlotte

Stayed 1 night in Mar 2023
Response from Eva on 15 Mar 2023
Hi, Charlotte! We regret the unpleasant experience you had with us. We are continuously working on improvements. Looking forward to serving you better. Regards, Eva

4/10 Poor

Wai Yin

Business traveller
Disliked: Staff & service, property conditions & facilities
Okay but won't be returning
Room was okay but walls are thin and I could hear TV in next room. Also room at bottom of some uncarpeted stairs so could be noisy. Must have had a cooker/hob at some point as there was an extractor fan. Large domestic fridge behind a door which was bit random. Room not great if you have accessibility issues as bathroom down a couple of steps. Walk in shower at first looks great but then you look up to ceiling and can see mould.
Stayed 1 night in Feb 2023
Response from Eva on 15 Mar 2023
Hi, Wai Yin! As per the feedback, it seems that your stay with us has not been up to the mark, however, we will improve our services with our continuous efforts. Do give us another chance and we will ensure that you experience the comfort and hospitality we are known for. Hope to host you soon :) Regards, Eva

10/10 Excellent

Laurence

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They had a good breakfast.
Stayed 27 nights in Feb 2023
Response from Eva on 15 Mar 2023
Pleased to hear your kind words of appreciation, Laurence! We will try our best to never fail in amazing you every time. Regards, Eva

10/10 Excellent

Ahmed

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place and value
Stayed 1 night in Mar 2023
Response from Lisa on 7 Mar 2023
Hi, Ahmed! Thanks a lot for staying with us. So glad to know you liked our services. Keep this love coming :) Regards, Lisa

10/10 Excellent

Steve

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay
Very clean excellent location great staff
Stayed 2 nights in Feb 2023
Response from Ava on 2 Mar 2023
Hey, Steve! We always love to hear from you. Happy to know that you liked our services. Thanks a ton for staying with us. Looking forward to hosting you soon :) Regards, Ava

10/10 Excellent

Mohammad

Liked: Cleanliness
Stayed 1 night in Feb 2023
Response from Ava on 2 Mar 2023
Thanks for taking out your valuable time to rate us, Mohammad! We will work even harder to make your stay a memorable one :) Regards, Ava

10/10 Excellent

Katsufumi

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quite clean room, stairs etc
Stayed 1 night in Feb 2023
Response from Ava on 22 Feb 2023
Hey, Katsufumi! We always love to hear from you. Happy to know that you liked our services. Thanks a ton for staying with us. Looking forward to hosting you soon :) Regards, Ava

10/10 Excellent

Bernard

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very helpful staff. Changed room as with elderly friend struggling with stairs.
Stayed 1 night in Feb 2023
Response from Eva on 20 Feb 2023
Hey, Bernard! Thank you so much for acknowledging our efforts and rating us positively. We shall never stop pleasing you with our services. Regards, Eva

2/10 Terrible

Angel

Stayed 1 night in Feb 2023

8/10 Good

Glen

Liked: Cleanliness, staff & service, property conditions & facilities
Good place to stay
Good experience ! The room was ok, small but comfortable. The only thing was that it was a little difficult to move around the bathroom as it was quite small. A few little details are a bit dated but generally, it was a plesent stay. My room was done every day, the staff was friendly and welcoming and the location was great.
Stayed 4 nights in Jan 2023
Response from Eva on 7 Feb 2023
Hi Glen! Thank you for giving us a shot and even more for leaving us this review. We will feel blessed to serve you soon again with even better, upgraded and improvised services. Have a great day ahead. Regards, Eva

2/10 Terrible

Richard

Stayed 1 night in Jan 2023
Response from Eva on 7 Feb 2023
Hi, Richard! We regret the unpleasant experience you had with us. We are continuously working on improvements. Looking forward to serving you better. Regards, Eva

8/10 Good

Niki

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Feels welcomed as a single parent with 2 children and safe staying in the hotel. Walking distance from oy family members who I come to London to visit
Response from Eva on 4 Jan 2023
Hey, Niki! Thank you so much for acknowledging our efforts and rating us positively. We shall never stop pleasing you with our services. Regards, Eva

6/10 Okay

m zahid musa

Stayed 1 night in Dec 2022
Response from Ammy on 27 Dec 2022
Hi, Zahid! Thank you for taking your precious time to check us out. We apologize for the disappointment and we will surely make every effort to keep to your standards in the future. Regards, Tim

4/10 Poor

Venkata, Hyderabad

6/10 Okay

Lesley

Stayed 1 night in Dec 2022

2/10 Terrible

Malcolm

Travelled with family
Disliked: Cleanliness
Ridiculously overpriced. Tiny room. Stained beds. Tatty furniture.Tiny bathroom with lingering sewage smell and in dire need of a deep clean.
Stayed 2 nights in Dec 2022
Response from Ava on 22 Dec 2022
Hi, Malcolm! Sorry for the trouble faced. We have duly noted your feedback and will ensure better services in the future. Have a nice day ahead :) Regards, Ava

4/10 Poor

Andy

Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Dec 2022

10/10 Excellent

Nicola

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2022
Response from Ava on 22 Dec 2022
Hi, Nicola! Thanks a lot for staying with us. So glad to know you liked our services. Keep this love coming :) Regards, Ava

6/10 Okay

Graham

Business traveller, Travelled with partner
Liked: Staff & service, amenities
It is in fact tow hotels joined together, with the second part acquired a few years ago. The significance of this is that the breakfast room is in the second part but there is no internal link for guests who must go out of the front gate and re-enter the the other part. This was not a problem for us as had a room in the second part. Having booked a de-luxe room with double bed through Expedia we wsere disappointed at first to be ’upgraded’ to a room with 3 single beds. This was rectified by the hotel, but there is obviously a flawed link between Expedia booking site and the hotel. The room was comfortable with a separate shower area. The breakfast room was very well organised with a good range of breakfast very efficiently prepared. There were two factors which stopped us giving a 4 or 5 star rating. Firstly the metal flexible hose connection to the shower was heavily covered with mildew and probably needing a new hose or an extremely good clean. Secondly, it is nice to be able to turn of lights from the comfort of the bed without having to walk to the door and return in the dark as .we had to in this room. We had no trouble parking at the front of the hotel for our stay at a cost of £10 per night but this was seen as a definite bonus in this part of London. Apart from the two points mentioned, we were very happy with our stay.
Response from Ava on 9 Dec 2022
We are sorry to disappoint you, Graham! We can understand that your stay with us has not been a pleasant one. However, we will definitely strive hard to serve better. Do give us another chance and we will ensure that you would experience the comfort and hospitality we are known for. Hope to welcome you soon :) Regards, Ava

10/10 Excellent

Khansa

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Brilliant stay
It was very good. I had a toothache all night and didn’t have pain killers Then went down to reception and they gave me them plus salt water They were available 24/7 which was very good
Stayed 2 nights in Nov 2022
Response from Ammy on 1 Dec 2022
Thank you for your appreciation, Khansa! We hope to give you a consistent service every time. Regards, Noah

6/10 Okay

Daisy

Disliked: Cleanliness, staff & service, property conditions & facilities
Would only stay if I HAD to
The staff at the front desk weren’t the most talkative people - I got ‘checking in?’ ‘Name’ ‘ID’ ‘your room is through there’. No hello, no information, nothing. The room itself was okay in terms of size and everything you’d need in a room. But it wasn’t clean - there was crusted on stains on the bed frame and yellow stains down the wall next to the bed. The curtains were ripped and Some of the fixtures in the bathroom were extremely loose on the wall. Very much in need of a refurb - and a proper paint job. Would only come back if I HAD to due to super convenient location. But would definitely not be my first choice.
Stayed 1 night in Nov 2022
Response from Ammy on 23 Nov 2022
Hi, Daisy! We are truly sorry for finding that your experience with us was not nice. We will certainly be working on your suggestions to provide you with the best possible experience next time Regards, Tim

10/10 Excellent

Julie

Stayed 2 nights in Nov 2022
Response from Eva on 19 Nov 2022
Hey, Julie! We shall continue to make you happy and satisfied with our services. Hope to serve you better always! Regards, Eva

4/10 Poor

Mohammad

Stayed 1 night in Nov 2022
Response from Eva on 19 Nov 2022
Hi, Mohammad! We are sad to see that you are not satisfied with our services. Be assured, we will strive day and night to ensure a comfortable stay in the future. Regards, Eva

2/10 Terrible

Verified traveller

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Belongings removed and missing
Absolutely APPALLING service. We extended our stay by one night and paid for it. Even spoke to the manager about it when we arrived to check in. The day before checkout, they took all of our stuff out of the room. Items were missing, either stolen or thrown out. The “customer service” staff were sarcastic, and didn’t believe we had spoken to the manager. Upon calling the manager, they verified that we had discussed extending our stay and that our belongings should NOT have been removed. There was no apology, missing items not returned. We were offered a “breakfast voucher” as compensation, but breakfast was already included in our stay. DO NOT RECOMMEND STAYING HERE.
Stayed 4 nights in Nov 2022
Response from Eva on 19 Nov 2022
We are sorry to disappoint you, We can understand that your stay with us has not been a pleasant one. However, we will definitely strive hard to serve better. Do give us another chance and we will ensure that you would experience the comfort and hospitality we are known for. Hope to welcome you soon :) Regards, Eva

4/10 Poor

Karla

Stayed 1 night in Oct 2022
Response from Eva on 19 Nov 2022
Hi, Karla! We are sad to see that you are not satisfied with our services. Be assured, we will strive day and night to ensure a comfortable stay in the future. Regards, Eva

4/10 Poor

Paula

Travelled with partner
Disliked: Property conditions & facilities
Nothing to like. It was just somewhere convenient to stay. The room and bathroom were extremely small and cramped.
Stayed 1 night in Oct 2022
Response from Eva on 19 Nov 2022
Hi, Paula! We regret the unpleasant experience you had with us. We are continuously working on improvements. Looking forward to serving you better. Regards, Eva

8/10 Good

Jerry

Stayed 2 nights in Oct 2022

8/10 Good

Maddison

Travelled with partner
Liked: Cleanliness, staff & service
The room was ok, great location and nice staff. Shower was quite temperamental and the bed was rock hard!
Stayed 1 night in Oct 2022
Response from Ammy on 1 Dec 2022
Hi, Maddison! Thank you very much for being with us. Looking forward to your continued love and support. Regards, Tim

6/10 Okay

Rhema

Travelled with partner
Liked: Staff & service
I booked a deluxe double room but it was not deluxe in the slightest. The bathroom was tiny and the toilet had a crack in the seat. Thankfully we were only there after a night out in London. Our room on the ground floor was exceptionally noisy too. On the positives the bed was comfy and there is a fridge/freezer in the room. Car parking is an additional £10.
Stayed 1 night in Oct 2022
Response from Ammy on 23 Nov 2022
Hi, Rhema! Thank you for sharing your feedback. We have cascaded the same to our concerned team to keep up with your expectations. Have a great day! Regards, Noah

8/10 Good

Rohit

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Satisfactory stya
Very pleasant stay, good staff and great location
Stayed 2 nights in Sep 2022
Response from Eva on 19 Nov 2022
Hey, Rohit! Your review made our day. Reviews like yours are what keeps us going the extra mile to serve better in the future. Regards, Eva

6/10 Okay

Aysha

Travelled with group
Disliked: Amenities
The best thing about this property is the location. Close to the train and bus. Cleaning services were not the best at the hotel; we expected it to be a small room but hope the amenities would make up for that, it didn't. The towels provided were worn out and no elevator in the building with large suitcases is a NO.
Stayed 8 nights in Sep 2022
Response from Eva on 19 Nov 2022
Hi, Aysha! We regret the unpleasant experience you had with us. We are continuously working on improvements. Looking forward to serving you better. Regards, Eva

8/10 Good

Gerard

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Clean & comfortable
Comfortable beds, bit small, but nothing worth complaining about. Helpful staff at reception
Stayed 1 night in Sep 2022
Response from Jacob on 26 Sept 2022
Thanks for the positive rating! Hope to welcome you again soon. Regards, Jacob

8/10 Good

David

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We arrived early and were able to leave our bags in the store room, and we’re given our key for when we got back from a concert in Wembley. We asked the receptionist to use a bathroom and were sent down to a basement, which to be honest was a bit grim, and left us a bit concerned what the room would be like when we eventually got to it late that evening. Turned out there was no reason to be worried as the room was bright and clean with everything we needed to crash for the night. Shower pressure was a bit rubbish but not the end of the world. Overall it was good value for money and served its purpose. I’d use the hotel again.
Stayed 1 night in Sep 2022
Response from Greta on 19 Sept 2022
Thanks for the positive rating! Hope to welcome you again soon. Regards, Greta

2/10 Terrible

Thai

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
I personally wouldn't recommend this location to anyone looking to stay in or around London. Perhaps the only positive that we experienced was the how friendly the staff were. To be succinct it was clear the room wasn't being cleaned properly due to a large number of stained fabrics and torn furniture when we first arrived, not to mention the smell of mildew that soon arose from the bathroom. Sleeping was a difficult situation not only because it felt like the mattress really needed replacing, but there was absolutely no sound insulation from the outside; Throughout the evening there was the loud chatter of the nearby restaurant or indeed anyone walking by, and the alarmingly frequent amount of sirens every day and throughout the night. Similarly, if anyone was smoking in the front courtyard that smoke very quickly made it into the room. While the hotel does offer free Wi-Fi it was temperamental and would frequently kick us off or not let us connect.
Stayed 5 nights in Aug 2022
Response from Jane on 6 Sept 2022
Sorry for the hassle you faced, Thai! We have marked a note for the experience you had this time. Rest be assured, that we will strive to ensure a pleasant stay with us in the future. Regards, Jane!

10/10 Excellent

Leah

Stayed 1 night in Aug 2022
Response from Arthur on 6 Sept 2022
We appreciate your feedback, Guestname! Hope to welcome you soon :) Regards, Arthur

2/10 Terrible

Catriona

Travelled with partner
Disliked: Staff & service
Only hotel this month asked for ID and stayed in 6 this month alone. Needs to be made clear at booking and reason given .
Stayed 1 night in Aug 2022
Response from Arthur on 23 Aug 2022
Hi, we are sad to see that you are not satisfied with our services. Be assured, we will strive day and night to ensure a comfortable stay in the future. Regards, Arthur

10/10 Excellent

Henry

Stayed 1 night in Aug 2022
Response from Jon on 19 Aug 2022
We appreciate your feedback! Hope to welcome you soon :) Regards, Jon

10/10 Excellent

Maria Lisette

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I don’t remember seeing free breakfast when I booked this hotel but I’m so glad they have free breakfast. This hotel is far from London’s main attractions but it’s close to subway and Westfield.
Stayed 1 night in Aug 2022
Response from Ammy on 19 Aug 2022
Hi, Maria! Thank you for your support, your feedback made it into our day. We hope to regularly amaze you with our services. Regards, Amelia.

4/10 Poor

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Aug 2022
Response from Arthur on 17 Aug 2022
Hi, we are sad to see that you are not satisfied with our services. Be assured, we will strive day and night to ensure a comfortable stay in the future. Regards, Arthur