Thistle Hotels Reviews

Absolutely impressed with everything. Booked 1 night stay (only) in early may 2022. The person from the reception was very polite and helped us to retrieve the booking we've made earlier. After that he helped me with the luggage and showed the room. All the question were answered promptly without no hesitation. The room was clean and tidy, literally full of everything you might need during your trip. The reception staff speaks different languages which help the interaction with them. The biggest surprise was the next day, when we asked the reception to keep for a few hours our luggage (as the driver booked for the airport run, was booked for a later time). The reception guy told us that there is not a problem at all to leave all the luggage inside the hotel. He gave us a separate badge for each bag/luggage we have left. All of that for free. The only frustration I have is that I did have some cash to tip them, as they definitely deserve that! Would recommend this hotel to anyone, especially this branch of Thistle Network!

Although the hotel was fine with no problems the customer service is very poor at ThistleT5. The only department to pick up calls are reservations. Desperately tried to speak to reception but no reply for best part of a day for the second time in a fortnight so not a one off! On this basis I would never book with Thistle again.

We stayed at the Thistle at Heathrow for several days because my husband was ill and couldn’t travel. The staff made a difficult situation so much easier! They came to know us, anticipated our needs and genuinely made us feel at home. George and the restaurant staff work tirelessly to provide enjoyable dining experiences. The housekeeping staff attends to every detail. Thank you Thistle!

no customer service. you're waiting in line on the phone and they continually disconnect or you're waiting for crazy time. they say they have a call back option but when you choose it they fail to call back.
lost interest....then saw their terrible reviews on trustpilot

Great, booked 1 night and a fly and parking package for 15 days.

The hotel is not the most up to date, but is adequate and acceptable for a 1 night stay, when you factor in the parking compared to some other B&B's etc or just meet and greet parking at T5 it's actually cheaper and you are getting a night in a hotel into the deal.

Options to get Terminal 5, is the Local bus, runs every 15 minutes , and costs only £1.50 and stops outside the hotel, bargain!

Heathrow PODS, which is £6 each way, unfortunately they weren't running due to Covid, and it was a replacement bus service instead.

The access to the PODS, is at the back of the hotel car park,so very convenient if you are choosing that if you have an early or late flight!

Staff friendly, will give you a bus time table if you want one.

Breakfast is expensive! coming in at £16!, ouch, there is a mcdonalds a short distance across the road, go there and save yourself a kings randsom or drop into the unlimited buffet breakfast at premier inn which is opposite for £9.99

Checkout is at 11 a.m. which isn't bad, BUT if you want to stay longer, it's an eye watering £15 per hour extra!, no waaaaay!

One thing I would like to see from an airport hotel and I don't know why you can't do it, is an early morning checkin. I returned back to UK and Heathrow at 07:25 a.m. after a 9 hour flight, I didn't sleep , I was really tired, it would have been nice to have an option to rent a room for a few hours in the morning so I could have got some sleep before driving home. or just booking an additional night, but being allowed to checkin at 08:00 a.m. without some silly excess early checkin charge being applied.

instead I went to mcdonalds bought coffee, drove as far as I could home, before pulling into a service station and sleeping in the car for a few hours.

Booked a room as we was going to a venue. The venue got cancelled weeks before the booking date we called the hotel and was told we could cancel but we have to do it via booking.com. After contacting booking.com the booking disappeared from my booking app. This morning the day we was going to stay it appeared back on planed bookings. We contacted booking.com and they said they had tried to cancel the booking but the hotel never repIied to there request. We called the hotel and spoke to Marianna who said the booking could not be cancelled although we are 270 miles away and had no plans to go to London today. Even after explaining everything Marinna refused to cancel the booking. The only thing they could do was change the date and it had to be done straight away. We now have a room booked for a date next year when we have no reason to go. Very disappointed in the customer service and understanding in these difficult times. This is a big company happy to take money from the public with no way of cancelling a room unless you pay double the price to get cancellation rights. We will not be using any thistle hotels again. And no one can tell us why the booking was removed from my app then put back on the day the room was booked.

I had to give the hotel a low score, due to a series of events which meant I could not stay. The hotel rooms were not available due to flooding but online booking services had them still available. So I go there to check in and was informed that the room available online, in theory, does not exist and they were fully booked. Someone checked out early but I was told by reception that they cannot sell the room as their cleaning crew left at 5 pm. For a room costing almost £200 a night, I find the lack of basic hotel service appalling and during a pandemic, dangerous.

To add to my frustration, they classed me as a no show, which prevented me from getting a refund for 3m.

I have not given the hotel a 1 star as I had spoken to Stewart (Stuart?) reception manager, who unfortunately was on the receiving end of my frustration, who sorted the refund issue out the same day. The reception attendant I spoke to in July was also polite.

***Update downgraded to 1 stars as the hotel is refusing to give me a refund***

Very dated hotel with smelly carpets. Phone in the room didn’t work, AC just made noise nothing else. Grouting was mouldy. Breakfast room was unmanned.

Stay was one night in shared room, separate beds, with a friend. All paid for as a prize draw prize with Craghoppers outdoors brand. All I had to pay was the breakfast costs for myself and my friend, in the morning. It was a really nice hotel overall. I liked the place. Very much indeed. Great location in central London. Holborn area. Staff very polite and helpful. Room a little small for a Four Star though, including quite a small old style bath with shower attached. I had expected better really for a Four Star, but it was entirely adequate for a single night. But too of course it was London, and an old building, really two knocked into one building years ago apparently. So was not exactly really expecting the Ritz.

Phone in room came with no number on it, oddly, listed for ringing down to reception if needed. Had to go down myself to ground floor in lift, for help from desk staff in getting lights in room working. As was not familiar with the key cards also being used to power lighting circuits as well as door locks. Now I know.
The linen on bed was fairly clean, fresh. (Not totally brilliant white. Was a reddish stain to end of the duvet cover. I didn't notice it till making bed next morning. Wasn't from myself, as nothing on my feet could have made the reddish mark. I kept my socks on. Didn't affect me overall. ) Otherwise sheets, pillows and towels provided to room were adequate and immaculate white. Room had no mini bar, but only bare provisions for making yourself two hot drinks, to be made with provided kettle. Two little biscuits. No mints! Happily I brought my own hot drinks sachets for the morning hot drink with milk. (Ex Squaddie, you see. Travel always with own brew kit and first aid kit as standard.)
Few toiletries in bathroom. Surprised me. One tiny soap bar. Three little bottles of shampoo etc only. No face cloths. Small box of tissues. Adequate lol roll provision though.
Good centrally placed big tv screen in bedroom area, of a small room overall, so we watched a bit of news till tired enough to sleep. Otherwise not a tv person me. A radio would have been nicer. After lots of walking and travel up earlier by train, I didn't have too much of troubles sleeping. Didn't see any radio, or alarm of any kind provided to room. But had mobile phone for that.
There was a fair bit of noise from adjoining room of flushing toilet in late part of evening. And movements in hall to other rooms till late, but you get used to it, and I was able to not let it disturb me too much.
Room was really well heated. Bit too much for me. It woke me up a few times in early morning. As it was just too hot. With duvet and heating!
Staff all really very kind and lovely. Especially the girls running the breakfasts area in the morning. Very competent and super helpful. Breakfast was twelve pounds a head and all in buffet style. So you certainly get your money's worth there. Well cooked food. Good cooked breakfast. Nice presentation laid out. Didn't get to try everything there on offer, but what I did try was very nice. Cook your own toast in toaster machine. Nice coffee and orange juice. Fresh fruit and other food choice options all provided. Impressive. I felt relaxed there. Great start to the day before uncomplicated check out. You just drop the key cards into the box on the wall. As desk staff poor man was busy with a rather rude foreign gentleman, speaking unkindly and rudely to him, I thought. He seemed to handle the problem man well. Probably better than I would have done in his shoes.

I liked the place basically. Would stay there again.

Stayed in room 522 Toilet filthy, marks of bowel in the toilet
Empty hand-wash bottle.
Bath dirty
Bathroom door broken
Smell of cigarettes and alcohol in the room. Very noisy.
Breakfast rubbish overall.
Very noisy and customers shouting and yelling, quite intimedating.

I will give one rating because the short girl with the scarf was really nice and was very welcoming and told us where to park without hassle.
.. Location is good but we struggled to find the car park and the entrance of the hotel... Signs are not clear.

Overall Luton is not a very clean city and found people slightly racist.... They just keep on staring at you whether we were in the hotel or walking.
In addition couple of girls wearing very inappropriate clothing going to 2nd floor...which made me wonder few things...
Not worth it for the price... I would say its a 2 star hotel.
The worst hotel I have ever booked based on the reviews... I will never go back ever again.

Very disappointed in the Thistle Hotel, Heathrow. I understand it is a difficult time during the pandemic and the fixed booking was made pre-covid, but considering my flight has been cancelled due to the pandemic I am disappointed they are not willing to amend the reservation.

Fantastic experience at the Thistle Holborn , receptionist was fantastic - Naoual, couldn’t do enough for us . Would definitely come back to this hotel

Thistle Hotel - Heathrow (bath Road)
We didn’t enjoy our stay.

Apart from the reception area, the building is old and outdated. Long walks to the room, no lift was available. You are not informed about parking charges on check in, only a small sign at the front of the car park, which is not lit up at 2am. We were overcharged. We didn’t find the staff helpful and were kept awake. We would not visit this hotel again or recommend it anyone.

I visited with my spouse and stayed for 2 nights in Jan 2020. The lady at reception (Ronisha from Goa (India)) who greeted us was one of the friendliest and courteous reps I have met during years of hotel stays elsewhere. She was very kind to take care of our requirements and extended her support when we later had to call reception and get something fixed.
For someone who is tired from a full day of traveling to be given this excellent customer service is worthy of praise and mention. We will definitely stay again in future and kudos to Ronisha for making our stay exceptionally enjoyable.

Stayed at thistle hotel in London, rooms need updating as stained carpets uneven sockets on the wall, damp smell in the room, breakfast basic had to queue for ages for tea and coffee. Staff very pleasant.