Second Nature Chiswick

Enjoyed our stay here, really beautiful quaint hotel, rooms are really well designed lovely feel to them. Amenities in the hotel itself are great especially the washer and dryer room. Only thing really was would’ve been a little better to have more attentiveness. Only one bath towel in our room when our room was booked for both of us, we requested for another one and it was told to us we’d get one placed in our room…it never was, we asked again and were told the same and by the end of our long day out and return we were still never given it. Realise it’s a smaller issue but made it a little annoying.

a month ago · via Google

My stay at Second Nature Chiswick was extremely disappointing, mainly because of the poor customer service. From the moment I arrived, the staff came across as unprofessional, with an attitude that was completely unacceptable for a hotel. There was no warm welcome, no friendliness, and no effort to make guests feel valued. Instead of acting like hospitality staff, their behaviour was intimidating and gave a very poor first impression. They also failed to explain any of the hotel's amenities or facilities, leaving guests to figure everything out themselves. The room itself was modern, clean, and well presented. Unfortunately, the bed completely ruined the experience. The mattress was rock hard and felt like sleeping on a board, making it almost impossible to get a comfortable night's sleep. Another issue was the housekeeping. I was told my room would be cleaned at around 2:00 pm, but housekeeping didn't arrive until 5:00 pm. Having to wait around for three extra hours was frustrating and showed a lack of organisation and respect for guests' time. One positive is the on-site laundry room, where you can wash and dry your clothes for a very reasonable price. What completely crossed the line was being woken up at 11:30 pm and told to move my car from a disabled parking bay, despite my Blue Badge being clearly displayed. I was told the space was only for drop-offs and pick-ups or for doctors' and electricians' vehicles using the site. However, there was absolutely no signage stating this anywhere. If that's the policy, it should be clearly displayed instead of disturbing paying guests late at night. I raised this issue with the manager, but it was simply brushed aside. No apology, no solution, and no attempt to address the situation. That says everything about how this hotel deals with customer complaints. The hotel itself has potential because the rooms are modern and clean, but it's being let down badly by poorly trained staff and poor management. Hospitality is about making guests feel welcome, respected, and looked after, and sadly this hotel fails at the most basic level. I would not stay here again or recommend it until the customer service improves significantly.

3 weeks ago · via Google

What a wonderful staying for me and my partner and my 😺.The hotel has a good vibe everywhere. Reception team are so friendly and always supporting whatever you need,thank you Tish and Anthony. Housekeeping team are so good! Thank you jastina and the team, making the room fresh, beautiful and clean. Thank you for the team who serving us tasty coffee and always with smile. This is one of the best staying for us in London. And the location is beyond the perfection.

a month ago · via Google

I’ve been coming here for years & it’s a funny one because on the one hand I absolutely love the place. The seating is lovely, theres lots of room, dogs are welcome and its probably one of the nicest places in Chiswick to sit quietly with a coffee and get some work done.. More and more people work from home these days and not everybody has a nice big house with a study. Many people are stuck working from their bedroom, which can’t be good for anybody. So places like this really do matter. The reason I’ve taken off two stars is the staff. Not all of them of course, but over the years I’ve noticed the staff seem to change constantly and many of them look dreadfully unhappy. It’s quite odd really. You go into other coffee shops in Chiswick and see the same friendly faces year after year. Here they seem to come and go all the time. What puzzles me is that so many of them seem irritated by the customers. I’ve seen people spoken to sharply over the smallest things. One day a friend of mine was topping up her glass from one of the water bottles and was told off for using the wrong one. All the bottles had lids on them and contained exactly the same tap water. It just felt unnecessary. The venue itself is wonderful. It’s such a shame because this could easily be one of the best places in Chiswick. If the staff were a bit warmer and a bit friendlier I’d give it five stars. A lovely place. Just not always the warmest welcome.

2 months ago · via Google