St Giles Heathrow Hotel

Not the cleanest in the area Noisy at night

Initially pleased with my stay until day of check out. Having paid full on check in, an additional £53 taken and then five days later a further £53 taken. Complete con! Trying to sort but getting nowhere.

The family and I arrived at 7.30pm to check in to our room and were given a family suite on the tenth floor. Only one lift/elevator from three was operational. As we walked to the room bags of rubbish were left outside the door (no others). Once inside the room it was noticed that a large towel was lying on the bathroom floor. It was picked up only to be soaking wet. After walking into the bathroom it was evident why the towel was wet. As you walked on the bathroom floor the tiles were ALL moving and splashing up dirty water. Reception were informed and we were offered a different room. However, because there were no family rooms left were given two separate rooms. The lights in one room did not work so another call to reception was made to rectify that. In the other room the USB sockets did not work and there was no remote for the TV either. A TV remote was brought to the room but would not operate the TV. Overall the staff were very polite and very accomodating but the hotel itself is in need of updating as it looks like something from the 70s.

I’ve been staying at this hotel for many years and eating in the restaurant. While staying for 3 nights, on Saturday evening 31st August 2021 there was an incident in the restaurant witnessed by all the customers eating, where the waiter lost his temper with me and it was extremely unpleasant. The manager at the time who watched all this did nothing to calm the waiter down, or even apologise for the behaviour of the waiter. I made a formal complaint to the general hotel manager on Monday 2nd August. However, now it’s 10th August and nobody has called me to discuss this and none of the staff have apologised for the incident. I’ve had one email from the general manager with no hint of an apology, which said I’ve passed the complaint to the food and beverage manager to investigate. However, I’ve heard nothing. Over the years I’ve been staying at the hotel, most of the staff have been helpful and friendly and I will continue to stay at there and eat in the restaurant, but I hope I get a formal apology from the waiter himself. From the way the waiter spoke to me, I feel he has anger issues and should not be talking to guests in this manner. His behaviour needs to be formally addressed by the management. As 10 days have now past and I’ve heard nothing, I get the feeling they are hoping I will go away. However, if and when I get a satisfactory conclusion from this incident, I will write another review here with their response.

I booked a room and on the morning of my booking received an email asking if I'd like to upgrade, which I did. On arrival I mentioned that I'd upgraded to reception and was given the key to room 410. There were dirty towels in the bathroom that housekeeping clearly hadn't bothered taking away from the previous guest. The air conditioning did not work at all, the windows barely opened and had to be propped open with whatever we could lay our hands on. Front desk staff did bring up a fan for the room, but it was noisy and we were faced with the choice of not sleeping well because of the fan noise or not sleeping because it was stiflingly hot. The mattresses were well past their best and we could both feel the springs poking into us, making for an even worse night. The whole room looked tired, grubby and at least five years past the date it should have been refurbished. I'm sure this hotel is normally used as a one night stop-over for people using Heathrow, so they don't care too much about repeat business, but the whole thing was a thoroughly miserable experience. I asked for a refund and so far all I've had is message after message telling me how understaffed they are and how they'll get back to me, though it's becoming clear that they have no intention of dealing with my complaint. I tried to ring the hotel and it just rang out until the line cut, twice over. Then I received an email saying they were going to refund me some of the cost of my stay but that my credit card details were wrong - which is remarkable because they used those exact details to take payment and many other hotels use the card details successfully. What a bunch of crooks! Had they dealt with my complaint within a reasonable amount of time, I'd have shrugged and not left a bad review, but being dangled on a string by a management that clearly thinks that if they delay long enough I'll go away and give it up as a lost cause has just made me more determined to not let anyone else suffer at their hands. Given all that was based on an "upgraded" room, I'd caution against staying at this hotel unless your only alternative is a cardboard box on a street corner.

Having had the whole world impacted by Covid-19, my personal travel to and from London (and Twickenham, hence the St Giles) has also been seriously constrained, so this represented my first trip for c.16 months (since the 6 Nations of 2020). A trip to Twickenham for England vs USA, with a restricted capacity of just 10k people, played on a Sunday, was always going to be slightly surreal, and certainly not the raucous atmosphere of a visit with 82k people, but it was important to get back in the saddle with (at least part of the normal) routine. Travelling up early on a Sunday morning from Cornwall to beat the traffic, we arrived into Feltham at c.9:45am, entered the hotel building and were checked in immediately on our arrival despite it being so early. We then showed our faces in the dining room, as it was just about to close, and a familiar face was there... Faisi. He was so welcoming, it was as if I had never been away. A full and satisfying breakfast set us up for our day ahead. Game done, and a couple more pints post game, we decided to return to the hotel for an evening bite rather than head off to other normal haunts. A simple evening meal was perfectly prepared, and once again Faisi was on hand to make the evening pleasurable for us. An earlyish night this time because (1) the hotel was quiet, (2) the bar was now closing earlier than in normal times, and (3) a trip back to Cornwall beckoned early the next morning. Breakfast, again facilitated by Faisi, was perfect once again, and ideal for setting us on our way back to the SouthWest again. I have mentioned a certain person many times, but that is because he is currently going the extra mile while the hotel transitions from full CV times towards post-CV times. As such, the hotel is not busy, so thay are operating with limited staff numbers. So, currently, Faisi is working long hours, burning the candle at both ends, but doing so with a smile and a prefessionalism that has always been becoming of him. I hope that the company appreciates what a gem of an employee they have and, when things return to something towards normality again, he is well looked after. So, great to return to the St Giles, great to return to the Home of Rugby, but all slightly surreal with so few people around. Next time I am there I am hoping for a full crowd and a lively post-match bar to enjoy with numerous fans of both sides.... and I hope Faisi and George will be on hand with the excellent service. Final point is a thankyou to someone who was not there, Tony, the grandmaster of the evening bar. I have learnt from Faisi that he has now slipped into retirement, so he will be sorely missed. If he ever gets to read this, or if the messages get passed on to individuals, then thank you for the many times you have looked after us late into the night.

Price was good. Hotel old and dated but clean. Reasonably quiet bear in mind how close to the airport.

The hotel is very conveniently positioned 4 min walk to Feltham Station. There are buses to LHR approx 20-25 min journey, or. 7 min bus ride to Hatton Cross for the underground The hotel is welcoming and friendly. The restaurant food is a very high standard, with friendly waiting staff. The superior rooms are good built in the new area of the hotel.

Lovely clean new room with a great view. Really good air con! Fast easy secure check in. Felt safe at all times. Manager is very friendly and his customer service is brilliant! We live 5 minutes drive away and come to stay here as a treat because it is so lovely. Thank you!

Was quite but the staff were incredibly helpful at 2am. Check in and out with next to no effort