NOX Hotels is an independent group of boutique hotels located in strategically chosen areas of London. The company specializes in providing modern, comfortable, and affordable accommodation suited for both short and long stays. Each hotel features well-designed rooms equipped with amenities such as comfortable beds, en-suite showers, smart TVs, and, in some cases, fully equipped kitchens, ensuring a pleasant experience for guests. Targeting both business and leisure travelers, NOX Hotels focuses on maximizing customer satisfaction without compromising on quality or service. The experienced customer service team is dedicated to maintaining high standards of hygiene and cleanliness across all properties. By prioritizing comfort and contemporary design, NOX Hotels aims to offer a reliable lodging option for those looking to explore London or conduct business in the city.
NOX Hotels receives overwhelmingly negative feedback from customers, with many expressing dissatisfaction with the treatment they received and the condition of the rooms. Reviewers frequently mention rude and unhelpful staff, with several guests recounting experiences of being denied early check-in despite prior confirmation.
Complaints about cleanliness are rampant, including reports of dirty bedding and unpleasant odors in the rooms. Accessibility issues are also highlighted, particularly for elderly and disabled guests who felt neglected. On a more positive note, some customers appreciate the pleasant stay at the Waterloo location, noting its convenience and reasonable pricing. However, the overall sentiment is dominated by frustration and disappointment, leading to a strong recommendation to avoid this hotel chain.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.9 | 38 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Sep 24 | 1.0 | 2 |
| Oct 24 | 5.0 | 2 |
| Nov 24 | 1.0 | 3 |
| Dec 24 | 1.0 | 4 |
| Jan 25 | 3.0 | 2 |
| Feb 25 | 1.0 | 2 |
| Mar 25 | 1.0 | 1 |
| Apr 25 | — | 0 |
| May 25 | — | 0 |
| Jun 25 | — | 0 |
| Jul 25 | 1.0 | 5 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 38 most recent reviews.
“The staff were friendly and polite”
“This was not just poor customer service, it was a violation of basic decency, accessibility rights, and professional...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Hotels.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 1.9 out of 5 (poor) | 100 out of 100 | 1.8 out of 5 (poor) | 1.0 out of 5 (poor) | 1.3 out of 5 (poor) | — | 38 |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 3.6 out of 5 (good) | 100 out of 100 | 3.1 out of 5 (fair) | 2.1 out of 5 (poor) | 2.6 out of 5 (poor) | −14% | 918 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 |
Bottom line: NOX Hotels is #5 of 5 on overall rating in this group. On booking, Alfa Travel scores higher (4.5 vs 1.0).
38 reviews of NOX Hotels. Filter by what matters to you.
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.
Quick answers to the questions people ask most.
Check-in and check-out times can vary by location. Please visit our website or contact the hotel directly for specific details.
Cancellation policies may differ based on the booking method and hotel location. We recommend checking our website or reaching out for more information.
We strive to accommodate all guests, including those requiring accessible rooms. Please contact us directly to confirm availability and specific arrangements.
Amenities can vary by location, but generally include basic services like Wi-Fi and room cleaning. For a complete list of amenities, please refer to our website.
We take guest feedback seriously. If you encounter any issues during your stay, please report them to the front desk or contact us through our website.
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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.
The bedding at the Golders Green London NW11 branch stank and had obviously not been changed since the previous guest. Judging by the intensity of the smell, it had very possibly not been changed for weeks across multiple guests. I emailed the hotel following my stay and they weren't the least bit interested. They demanded to see my passport immediately on arrival as a condition to being allowed to gain entry to the booked room. I am a UK citizen and don't usually have my passport with me, and luckily had it with me on this occasion otherwise they would not have allowed me entry into the hotel despite my confirmed booking. Surely it should be enough to show the hotel their own email of booking confirmation on my own smartphone to be allowed entry to the booked room! I will never stay at this hotel again. Better to go to a hotel that is cheap, cheerful and clean than this neglected place which has only a veneer of respectability.
AVOID AT ALL COST Nox Hotel, 1 Craven Hill Gardens, London. a deposit of 100 GBP will be taken upon arrival and is refunded within 30 days. Multiply this by all their guests, This shows that they are making good interest with our deposits. There is nothing to damage in this bare room. This deposit is gratuitous. All is made to take cash from the guests. For instance, early check-in is billed 20 GBP PER HOUR. At that cost, you might consider staying at the Lancaster. AVOID! AVOID AVOID NOX HOTELS. This hotels is located bext to a noisy BUILDING SITE. Nous avons deteste cet hotel, qu'il faut evoiter a tout prix. Un deposit est pris a l'arrivee de 100GBP qui est rendu dans les 30 jours!!! Si on arrive avant 3 heures on doit payer 20pGBP par heure. Cet hotel est moche et sale. Il faut l'eviter a tout prix. Il y en a plein d'autres dans le coin. Eviter NOX HOTELS. Cet hotel est juste a cote d'une site de construction tres bruyant.
My stay at Nox Hotel was an absolute nightmare. The location was inconvenient and far from central attractions, making transportation a hassle. The rooms were cramped, poorly maintained, and far from clean. To top it off, the prices were exorbitant for the subpar service and lack of amenities. If you're considering staying here, save yourself the disappointment and look elsewhere. This was by far the worst hotel experience I’ve ever had!
I had a problem with my flight so I had to spend 24th and 25th at NOX GOLDERS GREEN. The bed linen was dirty with hair and a strong smell of smoking. The shower was also dirty.
There was a leak from upstairs during the night and the receptionist promised to move us to another room the next day because that night the hotel was full, he refused to put this in writing but said that the next day, with people checking out, it would be possible to find another room. Next day they said they didn't have any rooms. The manager handled the situation aggressively, saying he wouldn't refund the 3-night stay and refused to put this in writing. We gave a phone call to the authorities explaining the situation and they advised what to do, having this conversation on the phone in front of the receptionist and the manager. They did give us in the end the full refund, probably because wanted to avoid any further problems for their side. Still no compensation occurred for the fact that we had to find an immediate solution for the remaining 2 nights, in high season, at a much higher cost. A good hotel is known for its service when something goes wrong. This is not the case at NOX Kensington. This can also be seen by the same answer sent to all reviews.
WE ARIVED AT 10:00 PM ON A RAINY NIGHT. THEY ARE IN THE POCESS OF REFURB PAINT STILL WET ON THE WALLS AND FUMES INTOXICATING THE RECEPTIONIST TOLD US WE WERE NOT THE FIRST TO COMPLAIN AND NOT STAY SHE SAID THEY WOULD REFUND BUT THE COMPANY HAVE REFUSED BECAUSE WE WENT THROUGH BOOKING .COM. 2 days later I went property and took PHOTOGRAPHS. PAINT STILL WET FUMES STILL THERE
NOX hotel Richmond – We had a problem! At first glance, the room looked simple and okay. But once we got settled, the visit started with the discovery that the bedding was covered in human hair. So I began my stay by going to the reception to ask for new, clean bedding. The bed itself was only 140 cm wide, which resulted in us deciding that only one person could sleep in the room, even though we had booked it because we have family in Richmond. The room was also dirty, especially in the corners. This was most noticeable in the bathroom, where the trash can was not emptied and completely overflowing. The staff at the hotel are friendly but not equipped to work in a hotel setting. It seems like the cleaning staff and young students are running the place. This is not a hotel we will use again, even though we often have family gatherings in Richmond. It’s unfortunate that some choose to run hotels without taking pride in their management. Significant improvements need to happen before we would consider staying at this hotel again.
We arrived and walked through the door to check in they were cancelling our booking. Left us in London with no where to go any other hotels where £1000 plus.
TLDR: Beware!!! Nightmare hotel!!! Multiple MICE in disgusting room (see pictures)!!! Staff (night team member Ahm** and manager Den***) are horrendous and displayed incredibly racist behavior, as an AfAm woman visiting the UK for the first time. Den*** specifically mocked me by snapping his fingers and rolling his neck around like a caricature (I speak with my hands) in our dispute over the quality of my room. A truly, deeply traumatizing experience that almost ruined the beginning of my vacation in London. Thank goodness for credit card purchase protection. Long Version: I checked into this hotel at around midnight and immediately experienced rude and dismissive behavior from Ahm**, the night team member. The hotel itself was in poor condition, with mold, dirty floors, exposed dishes in low cabinets, packing tape over the baseboards, sticky traps in kitchenette. By 1am, I saw a mouse run into my room. Let me tell you: this mouse was not scared and had been there before. Lights were on, noise was being made, water running…ran in like nothing was happening. Ran in the room like, “hey bunkie”. Finally ran back under the door to the hall when I stomped toward it with my foot. After notifying Ahm**, he literally said “right yeah, so what do you want me to do about that.” He refused to move me to a different room until the manager arrived in the morning. By 2am another mouse appeared, and despite multiple requests, Ahm** laughed off the situation, AND CALLED THE POLICE when i rightfully expressed frustration (I wasn't yelling or physical in any way). The police say to me, “I understand you don’t want to be here. He’s refusing to give your money back. There’s not much you can do other than go to a different room”. I tell them that’s what I asked for in the first place!!!!!! They asked Ahm**, “why don’t you just move her to a different room, it’s the least you can do”. He insists there aren’t any. They ask him to check again. MAgiCallY, a room appears, and we sleep there for the night. In the morning, I call the front desk looking for the manager. Front desk woman tells me, “you need to leave that upgraded room immediately. You didn’t pay for it, and there are guests that need to check in there. The manager isn’t here”. I go outside and ask the cleaning staff (who were truly the only polite, friendly employees at the hotel) is the manager here? The lady says, “who, Den*** ? Sure, he’s downstairs in his office.” Den*** says, “you've been reported by the night staff making a drama at reception, which we do not appreciate.” He told us that we would only get a room of identical quality in the same building infested with mice, and “zero refund of any kind”. He concludes “I will make it very very hard for you...your drama has not paid off”. This statement came after he cartoonishly waved his fingers around and twisted his neck in a circular motion, to mimic the archetype of a ghetto Black woman. Needless to say, I had to make last minute alternative arrangements at another hotel, incurring additional expenses. Despite attempts to contact corporate (you can't) I received no apology or refund from NOX. If you are a person of color, a woman, ANYTHING, stay away. Go with a reputable, big name hotel and save yourself the abuse. I ended up dealing with this crap for months after my trip to recover my money from my bank. THIS REVIEW IS FOR INFORMATIONAL PURPOSES ONLY. THE CONTENT HERE IS MY SUBJECTIVE OPINION ONLY.
Nox Hotel Hyde Park London. Avoid this hotel at all costs .The room we stayed in ie 'Room 201' was so small it was a potential death trap in case of a fire .There was NOWHERE to store even small hand luggage apart from beside your bed so evacuation would have been extremely hazardous. My partner also slipped on the Hotels entrance on tiles adjoined to the hotel after rainfall and ended up with severe injury at A&E St Marys Hospital Paddington with 4 x broken ribs.There was no Trip & Fall sign in position at the Hotel entrance when this event occurred as witnessed by hotel staff and passers by. Do not stay here
My gosh - wish i had read these reviews before. Booked online. NOX Waterloo. Arrived and was asked for a passport or drivers license - I've never been asked for either in a UK hotel before. Had to email a copy of it. Was then asked for the physical credit card, despite having paid in advance so no payment needed to be made. Had no intention of running up a tab - usually you are just told you have to pay for extras as you go. Regardless, was told to email a copy of my full credit card statement for the last month including my home address. So now they would have a copy of my driving license and a credit card statement with all my details. Alot of alarm bells ringing - data protection issue and potential ID fraud. Left without providing them. Attempt to resolve via "customer services" have proven fruitless. Cost of hotel not refunded and had to pay for another hotel that night (who didn't request ID or a physical card). Something very weird here.
You need a physical card, although paid they wanted £100 none returnable deposit to stay. I had to cancel meetings it was a disaster customer service abysmal, manager awfully rude. Hospital id, explained situation offered cash and to pay by touch card. Still charged for stay. Be very careful! No ability to correspond with head office.
The worst experience I've ever had. Looked like Cocaine in my room around all the plugs and switches by the bed, pubic hairs and toe nail clippings in my bed, the mattress was so awful when I sat on it I hit the floor, laundry stained with green stains, coffee cup not cleaned, headboard hanging off the wall, heater smelt of smoke when turned on like it was burning and the seal on the bathroom door was broken. This all in one room at Kensington Nox and it's not the first. The reception staff especially the Ukrainian women were awful with no customer service skills and laughed when she was asked to deal with the issues. Her answer was email manager no manager until Monday and then just ignored me when I decided to check out. I booked a room in the Hilton just a few minutes away which was much more suitable and where service counts too. After emailing the manager he and the receptionist concocted a story that she was firstly abused and then in an email to a colleague he claims she was seriously assaulted which should be all on the CCTV but didn't happen and was threatening to go to the Police well I'd say go there and you should have done so on Saturday morning when I left with a colleague and went to Hilton. CCTV never lies and this shows how the Manager manipulates and lies. Both my colleague and I think the manager knows how bad and tired these properties are and he gets your money and then wants to charge you for things that didn't happen or fails to refund you for his failings. It's the worst place I've ever been in my life. If I can I'll upload the pictures to let you see it all. Please please do not stay at this very poor hostel or its sister sites. You can see from the photographs I took all the issues tried in the aforementioned.
NOX Hotels is an independent group of boutique hotels located in strategically chosen areas of London. The company specializes in providing modern, comfortable, and affordable accommodation suited for both short and long stays. Each hotel features well-designed rooms equipped with amenities such as comfortable beds, en-suite showers, smart TVs, and, in some cases, fully equipped kitchens, ensuring a pleasant experience for guests. Targeting both business and leisure travelers, NOX Hotels focuses on maximizing customer satisfaction without compromising on quality or service. The experienced customer service team is dedicated to maintaining high standards of hygiene and cleanliness across all properties. By prioritizing comfort and contemporary design, NOX Hotels aims to offer a reliable lodging option for those looking to explore London or conduct business in the city.
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