We’re a one-of-a-kind airport transit hotel designed by travellers, for travellers. Have a long transit until your next flight? We get how you feel. Click to find out how we'll turn your situation around.
Is Aerotel Airport Transit Hotel legit?
Aerotel Airport Transit Hotel (myaerotel.com) has a 2.7 out of 5 rating on OK.one, based on 7 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. Opinions are polarized: 43% rate it 4 stars or higher while 57% give 1 star; The business has not yet replied to negative reviews; 2 of them were added in the last 12 months. Last updated 2026-10-24.
The room was extremely small and way too expensive for what you get. We even had to call reception just to get the air conditioning working. On top of that, they decided to test the fire alarm late at night, which was incredibly annoying.
To make matters worse, there were stains on the bedsheets, which is completely unacceptable.
Honestly, one of the worst hotel experiences I’ve ever had. The only positive thing about this hotel is its location. Everything else was a huge disappointment.
Exceptional stay! Wonderful attentive staff, professional and so welcoming. My experience started with the very fantastic Aaron in the reservations team! First class in every way, making sure that all our needs were met and exceeded. Then on arrival we were greeted and booked in by Angela, Ayusha and Jess! Such a sweet and genuinely caring check in, ensuring we were not too stressed from our journeys and we knew all the information to make sure we had a perfect stay. Checking we hadn’t forgotten any items they could provide, such above and beyond great service. We have stayed at many 5* hotels with service that didn’t match this gorgeous hotel. Cruz who was also on hand with a welcoming smile and lovely greeting then collected a luggage trolley and helped us to our room. The room was truly beautifully clean and very comfortable, with everything we would need! Including complimentary water, coffee, tea and biscuits. Toiletries were also high quality. The distance to the check in desk is short and makes the hotel even more attractive to us for each holiday from this airport. We can not wait for our next stay. Thank to all the staff mentioned above and the company for providing excellent training and retaining such a wonderful team!
PLEASE BE ADVISED: Staying at this hotel could be hazardous to your health.
On the 21st May 2025, I sent a complaint to Aerotel, Heathrow, regarding my stay with them, fourteen days previously, on the 7th May, 2025, outlining four concerns, below:
(1) dangerously dry air from their air-conditioning
(2) a very uncomfortable uneven mattress
(3) an extremely bright green smoke-alarm light right above the bed
(4) an unflushable toilet due to lack of water
In Aerotel’s reply on 5th June 2025, three of my concerns were completely ignored. Regarding the dangerously dry air, they stated that they “…found the air conditioning system to be functioning as intended…”.
If I'm paying £207.20 for a one night stay in a tiny, windowless room, surely I'm entitled to a certain level of comfort? And if no comfort, surely I'm entitled to a refund?
Not by Aerotel's standards, apparently.
When I asked for my money back, they told me that they were “…unable to accommodate a refund…”.
Please read my complaint below:
On the 17th of March, I paid booking.com £207.20 for a one night stay at Aerotel, Heathrow, from 7th May until the morning of 8th May 2025.
After checking in, I went to my room, which although small and without any windows, was clean and bright. Because I'd had a long day of travelling, and due to my age, I'm 71, I went to bed around 9.30pm in preparation for the next day’s travel.
I was awakened around 12 midnight by the pain in my nose and the irritation in my throat and lungs which was caused by the extreme dryness of the air conditioning. I went down to the front desk to see if they could add moisture to the air conditioning. They told me that this was not possible for them. I asked if they had a humidifier which they did not.
Breathing extremely dry air dries out the mucous membrane, a protective coating of the mouth, digestive tract, respiratory tract, etc. It safeguards the body’s inner surfaces from damage and infection by keeping them moist and preventing dehydration, acting as a barrier against pathogens, and trapping and removing harmful particles and microorganisms.
This type of extremely dry air is dangerous for those with lung problems, for infant babies and toddlers, or for anyone with a nose or throat complaint and can also make breathing very painful.
I returned to my bedroom and went into the bathroom and turned on the shower to hot. Closing the door behind me, so as not to set of the fire alarm in the bedroom, (which I was requested to do when I checked into the hotel due to the sensitivity of the alarms), I started to breathe in the steam that was created by the hot shower. After 15 minutes of breathing in the steam, the dryness in my lungs and throat and the pain in my nose was relieved. I went back to bed.
At 2 o’clock, I was again awakened by the same nose pain and irritation in my throat and lungs and so repeated the process of breathing in the steam for 15 minutes. I had to repeat this process two more times, at 4am and 6am.
Unfortunately, this was not the only problem I encountered in my room. The bed’s mattress was very uncomfortable to sleep on due to one side of the mattress being lower than the other. It was impossible to sleep in the middle, so I was forced to sleep on the very edge of the bed which made it difficult to turn which I do quite a bit during my sleep.
There was also an extremely bright green smoke-alarm light right above the bed. I had to use the dry washcloth from the bathroom to cover my eyes in order to get to sleep. To add further discomfort, the toilet would not flush, so I had to fill the little rubbish bin next to the toilet with water, in order to flush the waste from the toilet when I used it. (There are several complaints on Trustpilot about the toilet not flushing and the very bright smoke alarm light above the bed)
The next morning before leaving, I relayed all of my concerns to the day manager who apologised profusely. I have to say that the staff were excellent. Even though they couldn't do anything for me, they were always extremely welcoming and very kind.
The day manager informed me that no-one had complained about the air conditioning before. I suggested that the reason that most people probably haven’t complained is because they may have assumed that they got a cold from travelling. He actually saw my point of view. I asked the day manager for a refund, and although very sympathetic, he informed me that I would have to contact Aerotel directly for a refund. Again, really great staff.
This has been the worst experience I have ever had staying in any hotel in my 71 years. I therefore request a complete refund of my £207.20 payment for my one night stay in the Aerotel, London Heathrow.
So impressed with the front desk gentleman, Mohammed. He went out of his way to be helpful,when he didn't need to, was so professional, and efficient. He gave me an excellent welcome, my room and bathroom were immaculate, and the sheets nicely starched, the bed comfortable, the room quiet. The only downside was the issue my taxi driver had in finding the hotel. Best of all was Mohammed, a really excellent ambassador for his company.Thank you!
Edited to say a big thank you to the lady ( sorry re spelling, Shafnay? ) Who was so charming and helpful when I checked out
Overall, I was hesitant about using the hotel in light of reviews. I have to say it, and especially it's staff, exceeded my expectations, I'd book again without hesitation.
only gave 1 star as I didn't get to see the inside of the hotel.
booked the hotel for the night before an early flight to Florida, got to Heathrow to be told the hotel was closed due to a water problem. I have no issue with things going wrong my issue is that they should have given me the option to rebook somewhere else of MY choice and offered me a refund. they booked us into a hotel, in there words 10 mins away, by the time we waited for the transport and the journey to the hotel, more like an hour, we were bungled into a van with 7 other people driven by the most unhelpful and rude driver who would not wait for people to keep up enroute through Heathrow garage.
as I said Aerotel should've given a refund and the option for us to organise another hotel.
reason for booking: my wife is restricted with walking and can't walk great distances, we needed somewhere close to the Virgin book-in desks. but we had to walk through the departure lounge, through the carpark at the hotel then back to the transport at 05:30 the next morning then from the drop off through departures to the Virgin desk twice the distance originally planned.
not a good 1st experience, won't book again.
Tiny rooms! Air con does not work properly! Stupid little green light on ceiling that you can’t turn off, bright enough to keep you awake all night! Foam pillows and uncomfortable bed guaranteed to ensure a bad back in the morning! No windows and a tiny bathroom that means you have to brush past the loo to get to the shower!
How much time do they want to reply! REALLY !! It’s meant to be about the customer service!!!!!
We stayed at an Aerotel location in Cebu, Philippines and it was so convenient! The rooms were on the second floor above check-in, which allowed us to avoid a car or even have to leave the building before our early flight. The rooms were new, clean, quiet, and comfortable. Hope this expands to more cities!
Hotels.com
Saily
Roamify
xoBeauty
STYLPRO by STYLIDEAS
Great Learning
supacore.com
Airalo