NOX Hotels Avaliações 53

Shocking hotel. On arrival they try to charge you £20 per hour for early check in.
The room i received was supposed to have air conditioning ,however this was knowingly broken so the hotel had put a small fan in the room.... no chance of this working as outside temperature was 35 deg c + . The windows wont open more than 2 inches as they are protected by security bars.
Tried to have a cold shower to cool off. Shower tray was completely blocked so water starts flooding the room with in a minute.
There is no on call maintenace staff available to fix anything ,in addittion the hotel staff are not given the hotel managers contact number to talk too.hotel manager will not respond to e mailed letter of complaint or request for refund

I believe that taking advantage of customers’ genuine mistakes and treating them as an opportunity to make easy money is both unethical and inconsistent with the standards of fair customer service.

Businesses should aim to resolve honest errors fairly and reasonably, rather than benefiting financially from them. I hope you will reconsider your position and handle this matter in a fair and ethical manner.

J’ai réservé un séjour chez eux mais suite à une urgence familiale je n’ai pas su me présenter. Ils ont refusé de me rembourser ET de changer les dates de ma réservation sachant que j’avais le droit de le faire. Ils voulaient juste que je paye les frais d’annulation supplémentaires. Au téléphone 0 empathie, ne cherche à rien savoir et me raccroche au nez.

À FUIRE

I booked Nox Hotel Kensington Gardens for a special occasion and it turned into a very disappointing experience. From 10pm until 9:30am, the room had no electricity, no heating, no Wi‑Fi, no lighting, and the room was freezing. We couldn’t use any of the facilities we paid for and spent the entire night in an uncomfortable, cold room.

There was no staff present, no communication, and no support during the outage. We only found out what happened after checkout. They also only told us that there was an emergency number on the card. The receptionist said nothing and she looked like she didn’t even wanna be there. Her attitude was a no no and she wasn’t presentable at all!

What made the situation worse was the hotel’s response afterwards. They insisted the outage lasted only “a couple of hours,” which is simply false. The person replying as “Manager” didn’t provide a name, didn’t introduce themselves, and didn’t offer any solution which makes me question whether it was even a manager responding.

The way this was handled shows a lack of accountability and customer care. I cannot recommend this hotel based on my experience.

We stayed that the Nox Waterloo on Wednesday 4th March.

Great customer service from Aisha and her colleague.

Room was clean and had every amenity we could need for an overnight stay.

Highly recommend

I travel frequently and rarely leave negative reviews, but unfortunately this was one of the worst hotel experiences I’ve had.

Check-in took around 20 minutes because the receptionist had to reboot the internet router due to a poor signal. During this time several guests were waiting to check in.

There was also confusion about the room deposit. The receptionist attempted to take the deposit again and said the original payment was only “held in the system”, which made the situation feel unclear.

After check-in we were told our room was in a separate building across the road and further down the street.

When we reached the room, the entrance opened directly onto another door, leaving almost no space to bring luggage inside.

Unfortunately, the room also had a strong sewage smell coming from the bathroom drain.

I phoned reception to report the issue and asked whether we could move rooms. About 30 minutes later a cleaner knocked on the door and handed me a bottle of bleach, suggesting I clean the toilet myself.

At that point we decided to leave and requested a refund at reception. We were told this could not be handled at the desk and were given an email address instead.

We emailed later that day but received no reply. Eventually we recovered the payment through our credit card provider after a lengthy dispute process.

Based on this experience I would not stay here again.

bellissima esperienza hotel pulito e ordinato e ottima posizione

Worst customer service. Be warned and stay away! It does not feel safe to stay at their hotels. Their management is unhelpful, not responsive to the phone and creates a terrible atmosphere. Ruined my Christmas trip! Had to book a different hotel!

Unfortunately was an horror to be in this hotel . We were in London for a bit of shopping and we arrive around 3 .We refreshed a little bit and we headed out .We returned to the hotel around 9 pm and with my absolute horror as soon we turn the light on ,we saw several cockroach 🪳 running under the bed.
We complained to the reception and they offer us to change our room . We refused, if cockroaches are on the 3rd floor for sure they are in other as well.
I tried to get in touch with them and the only reply was that they were investigating and will not refund my stay . I want to clarify that we left that night , we refused to sleep in that hotel . It cost me considerably more to found another accommodation plus the time I lost thanks to them.
That acted like was something they never heard before but again I have to say is just lyes. I went back checking reviews and I found out they been having an infestation problem for months if not years.
I already reported this accident to every government agency I could find and I hope they get force to resolve this problem and stop lying to customers. Now I understand why they not accept kids , they are very aware of the problem and they know that if something like that happens with a baby in the room it will be ten times worse for them.

I wish I had bothered to read the reviews before booking. I made a mistake with my reservation and, while the hotel chain promotes itself as welcoming - and uncompromising when it comes to guest experience - the staff showed no empathy or understanding and refused to be flexible, even though it would not have inconvenienced them in any way at all and would have shown the goodwill that is necessary when dealing with guests. When we turned up at the hotel, we had to ring the bell three times before the receptionist opened the door and she was not especially friendly or helpful. We were lucky to be able to book an alternative room at the Hampstead Britannia at short notice and the staff there were markedly more helpful and welcoming. The Nox hotel chain is reasonably priced but there are much better options available

Avoid at all cost! Rude staff who were telling myself and young daughter we’d have to sleep on the street unless I sent a copy of my passport to some dodgy WhatsApp number. I had no option to do this. The WhatsApp number had no connection to Nox Hotels. I have had to report this to both police and trading standards. I’m now in talks with a solicitor to find out where this copy of my passport went and why I had to send it, along with everything else that happened. This is an unsafe hotel chain. I did try to resolve it by emailing their head office but my email was ignored

NOX Edgware Road - They did not return deposit claiming they didn’t actually charge it when they did and not replying. I’ve to claim it from the bank.

On 3rd Aug Sunday check in, they won’t allow check in I believe till 3pm so we came back around past 8pm and a Dinesh the receptionist (Indian with thread tied around his hand) asked me to sign as the main guest and my friend as the other one (then she had her little daughter) with my passport , this is after multiple emails including at the time of booking saying I’m not the guest and giving the name of the guest, he said can’t check in until it’s signed and he also has mentioned that there can’t be two adults in the room but he’s asking to sign as such! I amended the form to say I’m not the guest I booked it then he refused to accept that amendment either. Finally he asked to send a confirmation email stating the guest is my friend though I’ve sent multiple emails already that has been responded to at least one of them and he said it’s not the same email as the email I booked with - so basically it was quite clear that he’s trying deliberately to make issues - there’s child and waiting nearly an hour to check in! Finally when while my other friend was waiting for us seated and I tried to go with my friend and her child to help with their luggage and come back it would have been 5 mins m, the receptionist Dinesh refused saying no guest allowed, I think he said after 8pm, I believe he made it up possibly, another attempt to make it difficult, he can clearly see that my other friend is waiting if I go up with the others and come back.

Him asking to sign me as a guest and asking me for my passport when I’m not the guest is violating data protection laws and logic etc is very concerning. When I called another Nox hotel to ask for the complaint procedure and regarding this issue their receptionist wasn’t helpful.

I paid close to £1,000 for a stay at NOX Waterloo, and it quickly became clear that this hotel doesn’t just miss the mark on the finer points—it struggles to provide even the fundamentals of a decent hotel stay.

Communication breakdowns were a recurring theme. Not a single staff member I interacted with was English, and all spoke English as a second language. While I value multicultural teams, I saw no diversity in this hotel as every staff member I interacted with was East Asian. The lack of local representation combined with repeated misunderstandings made for an unwelcoming and disconnected experience.

To start, the room lacked a basic phone to contact reception, which set the tone for what became a frustrating and impersonal experience throughout my stay. The bed was uncomfortably short—my feet hung off the end—and the pillows were flat and offered no support. With no rugs or carpeting, every footstep and chair movement from the room above echoed loudly through the ceiling, making rest difficult. For a hotel that brands itself as sleek and modern, the sound insulation was shockingly poor.

Cleanliness and housekeeping were well below standard. Several body towels provided were frayed and clearly overdue for retirement. At no point during my stay were face towels or a towel to use as a bath mat supplied. Dust was visible on multiple surfaces in my room since check in which remained uncleaned throughout the duration of my stay. The housekeeping staff often carried a strong body odour that lingered in the hallways, and despite my polite greetings to them on several occasions, I was met with no response (not even a smile) every time. These small moments reflected a broader lack of care and attention throughout the property.

The hotel also overlooked basic guest experience details. The keycard was handed to me in a flimsy, poorly stapled paper sleeve—something more fitting for a youth hostel than a contemporary hotel. A cheaply printed piece of paper in the room encouraged guests to leave a 5-star review, which quickly felt tone-deaf given the actual quality of the stay.

One of the most frustrating parts of my visit was the way a simple maintenance issue was handled. On the first day, I noticed the BRITA water filter in the sink was blinking red—indicating it needed to be replaced. I reported it to reception the next morning and was told it would be addressed that day, but nothing happened. I followed up two more times over the following days. The second receptionist I talked to had no record of my initial report, and the third misunderstood the issue before eventually calling maintenance. Maintenance claimed the red light was just a low battery. As someone who uses the same filter at home, I knew this wasn’t true, and told the receptionist such. Despite my explanation, the receptionist insisted there was no issue and then, bizarrely, handed me their personal phone to speak directly with maintenance myself. Maintenance continued to insist the filter was fine, so I eventually gave up and the matter was never resolved. Maintenance had simply misrepresented the issue to avoid dealing with it.

In the end, NOX Waterloo fell short in every major category—comfort, cleanliness, attention to detail, and service. Beneath its modern branding is a hotel that cuts corners and lacks the basics of good hospitality. This was a disappointing and overpriced stay, and one that has completely turned me off from booking with NOX again. I strongly suggest looking elsewhere for better value and a more professional experience, as I have stayed at 2-star hotels that have exceeded NOX Waterloo in every way.

Belsize Park.

What I Loved:-

High ceiling; large window; sparkling cleanliness of everything; very comfortable bed with good quality, luxurious-feeling linen; giant TV opposite the bed (although couldn't find any radio options, but this could be me, as I'm from another century entirely); multiple possible combinations of lighting; heated towel rail; giant rainforest shower head. Very helpful receptionist when I arrived, who carried my bag to my room for me without me asking, because I had a bad back.

What didn't quite make it to the What I Loved list:-

While the giant rainforest shower head was refreshing, it was actually the size of a giant rainforest in a small shower cubicle, and you had to stand under it to switch it on, not knowing what temperature the water was going to engulf you with (scary); half the crockery was on shelves (literally) 6' high - I'm (literally) 5' high; managed to get hold of a mug using my patented spatula and fork manoeuvre, but the plates were beyond me, in more ways than one.

Saw around 3 or 4 other receptionists, and apart from one, when I left (might be telling), they all appeared a little depressed.

Thought the ID thing a little odd.

I booked a room for 2 nights and paid for it due to family health problems I brought my trip forward a week all my bookings changed the date with no problems at all , nox hotel totally refused with around 6 weeks notice, they were very rude and very unhelpful will not be using them again

I stayed at NOX Hotels with my friend and we were both treated disgracefully from the moment we arrived. We had written confirmation of early check-in, yet were refused entry, spoken to with blatant disrespect, and forced to walk twice with all our luggage between branches, despite making it very clear that one of us has a disability and needed support.

There was no help, no explanation, and no empathy, Instead, we were met with patronising and dismissive attitudes, particularly from one staff member, Catrin, who made the situation even more distressing. We spoke to multiple people across both branches, and not one person took responsibility or showed any care.

To make matters worse, we were falsely accused of editing the hotel’s own confirmation email and threatened with police involvement - a completely outrageous and baseless accusation that caused serious emotional harm. All original emails and evidence have been retained, and we are now pursuing this matter formally.

This was not just poor customer service, it was a violation of basic decency, accessibility rights, and professional conduct. Our trip was ruined, and the experience was humiliating, exhausting, and deeply upsetting for both of us.

I would urge anyone especially those with disabilities or access needs to avoid this hotel at all costs.

I am absolutely appalled by my experience at NOX Olympia. As a disabled guest, I was treated with an alarming lack of care, support, and basic decency.

I was promised early check-in in writing, yet upon arrival, exhausted from travel,I was denied entry and made to walk with my luggage to a different branch (Kensington), despite clearly stating that I have a disability. The staff were dismissive, unhelpful, and completely lacking in empathy. I was then told I may have to walk back to Olympia to check in, which is both physically unreasonable and deeply discriminatory.

To make matters worse, when I raised these issues, I was falsely accused of falsifying an official document (which I have in its original form) and threatened with police involvement. This was an outrageous and defamatory accusation with absolutely no basis in fact. I have retained proof of all communications and recordings of staff interactions that confirm my account.

The employee I dealt with, Kathrine, was particularly rude, patronising, and unprofessional. Rather than offering assistance, she escalated the situation with arrogance and zero regard for my condition or basic customer care.

This experience has not only ruined the start of my trip but has left me feeling bullied and discriminated against for my disability. NOX Hotels have demonstrated a complete failure in accessibility, professionalism, and ethical conduct.

If you are a vulnerable guest or expect even a minimum standard of respect, I strongly urge you to avoid this hotel.

I am pursuing this matter through formal complaints with the appropriate regulatory bodies and will not rest until it is fully addressed.

We booked Nox Richmond for my partner’s 84-year-old grandmother, requesting a ground floor room due to serious mobility issues. This was confirmed by staff member Maria in a phone call on 1st July.

On arrival (7th July), we were told the room was “taken” and given one up two flights of stairs. There is no lift, and we had to physically carry an elderly woman upstairs. Maria offered no help, apology, or explanation.

When I questioned her, she was on her personal phone, smirking, and completely dismissive and sarcastic. The attitude and lack of care were shocking.

This isn’t just bad service — it’s a failure of basic duty of care and accessibility, with serious fire safety concerns. We’ve submitted a formal complaint (including audio evidence) and have received no response.

Avoid this hotel if you value respect, professionalism, or accessibility.

Nox Hotel Belsize Park
I really wish that there was a zero-star option for this dreadful hotel.
From stepping into the hotel, my husband and I were greeted by a surly, downright rude receptionist who demanded ID and when asked why, just stabbed her finger at a piece of paper. There was no transparency about how and where this information is stored or destroyed.
When we inquired about parking, the receptionist stabbed her finger at another piece of paper and said read this. A walk of 20 minutes and an overnight charge of £19 ... I think that she missed out on or was expelled from charm school.
Our room was on a very hot, second floor with no lift. The room was more of a box. The bed filled the room and was so short in length that my 6 ft tall husband’s legs, hung over the end by 6 inches. The sash window only opened 4 inches and the “air conditioning” was an ineffective fan. There is no cupboard space and the wardrobe was some coat hooks.
The walls are paper thin so you can hear everything in adjoining rooms with doors slamming throughout the night.
The bathroom – you would not want to be carrying a few extra pounds to get into it …
Just avoid – pay a little bit more and don’t make the decision we did.

Avoid!!! I made a reservation a few weeks in advance and used my Amex card to secure the booking. Payment was due 5 days before arrival. For an unknown reason my card was declined when they tried to take payment resulting in automatic cancellation of my booking. Of course no rooms then available by the time I received the email and contacted them to resolve. Customer service very poor and blame placed firmly on me for their system not being able to take payment.