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“First impression terrible and then heaven!”
Review of The Kensington

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The Kensington
Ranked #34 of 1,072 Hotels in London
Certificate of Excellence
Reviewed 14 August 2014

Upon arrival we were given a superior twin room. The bathroom was so small that you could not fully open the bathroom door as it bashed into the toilet, nor could you open the shower door as it also bashed into the toilet. Tiles on the bathroom floor were loose and the room was not at all like the gorgeous pics displayed on the website. I repeatedly called the front desk and was told they would call back in 5 minutes - 30 minutes later I went down to the front desk and was told - quite nastily - that there was not availability for a change and that rooms in London are small. I was not happy! But the next day - the wonderful day manager offered us a new room - absolutely gorgeous - and large with a beautiful bathroom - she could not have been more pleasant to deal with and even sent along a hand written note of apology with passes to the Victoria and Albert Museum exhibits. I was so impressed with their customer service and will definitly stay there again and will also stay at other Doyle properties.

  • Stayed: July 2014, travelled with family
    • Value
    • Sleep Quality
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2  Thank laspin4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frits P, Manager at The Kensington, responded to this reviewResponded 15 August 2014

Thank you for taking the time to write this lovley review.To know that you thought so highly our team and our service in particular is incredibly motivating for us all and we are also delighted to know that you liked the second room so much. In relation to the issues you experienced I would like to assure you that these matters have been addressed. Please feel free to contact me directly the time you are travelling to London as I would personally like to look after your booking for you. Once again many thanks for your comments and we look forward to seeing you again soon.

.

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1,459 - 1,465 of 2,891 reviews

Reviewed 13 August 2014

Booked this hotel last minute with good expectations after reading previous reviews. Arrived and checked in very quickly. The room allocated was nothing like the ones shown in the pictures on the web site. First impression was not great as the room was small, dark and had no view. The furnishings were tired with a torn lamp shade and chipped bath. After some time in the room decided that three nights in this room may be to much to bare as a bit depressing.

Went to reception and spoke with Gillian Front Office Manager who said that she would look into it and change our room. Returned to reception after a couple hours to be advised that we had been allocated a different room, packed our belongings and moved to a lovely room. Gillian was very helpful and apologetic. The Kensington is a lovely hotel with clean, bright public rooms the bar is well run with helpful staff and nibbles served with your drinks a very nice touch.

The location of the hotel is good with lots of attractions within walking distance it is also served by a good selection of cafés an restaurants.

We had a good trip to London and enjoyed our stay at the Kensington Hotel it's a shame that our first impression was not a good one.

Room Tip: Ask for rooms at front of the hotel.
  • Stayed: August 2014, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank maxine o
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frits P, Manager at The Kensington, responded to this reviewResponded 15 August 2014

What an amazing review, thank you for taking the time to share your experience. It is fantastic to read how much you enjoyed all aspects of our hotel from check in to check out. We have shared your comments with our team and they were all very proud. We are delighted to know that you will be returning to us soon and are all looking forward to welcoming you back to your London home.

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Reviewed 13 August 2014

Our initial impressions were not good. We were allocated a Superior(??) double on the 5th floor. A large bed in a room big enough to comfortably fit a single bed. There was about an inch to spare at one side of the foot of the bed due to the built in wardrobe unit. The worst thing about the room though was the noise from above which sounded like a cement mixer. This went on until the early hours of the morning having although we alerted Reception as soon as we noticed it. We probably would have checked out after one night but the Management absolutely bent over backwards to resolve matters by moving us to a far superior room on the 2nd floor. We cannot fault their service and attitude to our discomfort and therefore we would not hesitate to return.
Continental breakfast was very good with an excellent selection of food. We did not have anything cooked but that was our choice.

Room Tip: Avoid the top floor and especially Room 522!
  • Stayed: August 2014, travelled as a couple
    • Value
    • Rooms
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2  Thank Extrafussy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frits P, Manager at The Kensington, responded to this reviewResponded 15 August 2014

Thank you very much for taking the time to share your experience of The Kensington Hotel.
We are very blessed to have a great team who love to say “yes” and genuinely care for all of our guests. In relation to the issue you encountered in your bedroom I would like to assure you that this matter has been addressed. Please feel free to contact me directly the time you are travelling to London as I would personally like to look after your booking for you. Once again many thanks for your comments and we look forward to seeing you again soon.

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Reviewed 12 August 2014 via mobile

Stayed here with my friend for two nights and were very happy with the accommodations and service. Everything was clean, comfortable, spacious, and taken care of while we were out of the room. They provided bathrobes, the weather report, newspapers and never bothered us once. Plus, it is in walking distance to shopping and Portobello St and there are a couple of fun bars in the direct area of the hotel. All in all I wish we could go back right now.

Stayed: September 2013, travelled with friends
1  Thank nykatherine18
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
andrea D, Manager at The Kensington, responded to this reviewResponded 13 August 2014

Thank you! Your are welcome to come back anytime and no time like the present. We are so please to know how much you enjoyed staying with us here at The Kensington Hotel and are waiting to welcome you back soon.

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Reviewed 12 August 2014

My daughter who is 14 and I stayed for 1 week. The hotel and all of the staff were to notch, I wouldn't change a thing. Great location and lots of great restaurants close by. All the staff were very friendly and helpful. The breakfast was superb. The hotel was spotless and very comfortable. WiFi worked very well. Over all, it was a wonderful experience.

  • Stayed: August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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1  Thank Janet & Jill G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
andrea D, Manager at The Kensington, responded to this reviewResponded 13 August 2014

Thank you, thank you, thank you! What a lovley review. Our team are over the moon with your comments and the chef is delighted to know that you found our breakfast to be "Superb".
We all look forward to your next visit to The Kensington Hotel. Kind Regards, Andrea Doyle

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Reviewed 11 August 2014

Stayed for just one night (alas) in early August. Can't wait to return. Spacious well appointed room with good AC ( actually had HOT weather - amazing ). Gorgeous communal areas, bar, restaurant, lobby, gym etc. all has the air of an exclusive gentleman's club. ( No not that type of club, the respectable type..). Impeccable service, great location. Staff really can't do enough to make your stay special. Great value for the standard offered, if in London on business or holiday, I defy you to find better for the price. Don't hesitate, just book it>

  • Stayed: August 2014, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank TPG54
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frits P, Manager at The Kensington, responded to this reviewResponded 14 August 2014

Thank you! We are delighted to know how much you enjoyed every aspect of our hotel. We hope you will stay longer too on your next visit to your London home.

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Reviewed 11 August 2014

A reasonable hotel with some positives and negatives to match. A beautifully furnished hotel both in reception and rooms alike. The concierge is excellent and this makes a huge difference. Lovely refresher towels on checkin and bottles of water on check out. That's where it ends.

The room was quite large and had a good size bathroom. With all that bathroom space why they make the shower half a meter wide I have no idea...

On the first day we arrived we were not allowed to rest! Firstly someone arrived at our door offering some club membership whilst we were trying to get some shut eye, and then once awake and in the shower the maintenance man simply let himself in waking up my partner and well actually giving us quite a fright! A few hours later the LOUD fire alarm went off, again waking us up and alarming us at the same time. We called reception to find out what was going on and were told please ignore it, they are testing things. Perhaps a heads up is a good idea and how about doing the test at mid day????

We had late night restaurant bookings at a few Gordon Ramsay restaurants and hence left around 21:00, no turn down service was therefore done even though I informed them of this when leaving. That's just not going the extra mile at all...

The rooms are loud, we specifically requested in advance a quiet room but due to the plumbing going all night and the fact that anyone walking in the corridor causes a large creaking sound up the walls it seems rather unlikely to get one.

Excellent location though and good turn down service when it is done.

Room Tip: Ask for a room far away from the elevators, it may help? Lock your doors!!! :-)
  • Stayed: July 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
1  Thank Reviewer4477
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Frits P, Manager at The Kensington, responded to this reviewResponded 15 August 2014

Thank you for your recent review. I was delighted that you enjoyed our stay with us, particularly that you found our concierge team to be so friendly. It was disappointing to hear about the issues you experienced and I would like to assure you that these matters have been addressed. Please feel free to contact me directly the time you are travelling to London as I would personally like to look after your booking for you. Once again many thanks for your comments and we look forward to seeing you again soon.

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Additional Information about The Kensington

Address: 109 - 113 Queen's Gate, London SW7 5LP, England
Phone Number:
Region: United Kingdom > England > London > South Kensington
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites
Hotel Style:
#20 Business Hotel in London
#33 Family Hotel in London
#34 Luxury Hotel in London
#50 Romantic Hotel in London
Price Range: £186 - £355 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Kensington 5*
Number of rooms: 150
Official Description (provided by the hotel):
Perfectly located in leafy South Kensington and just moments from Knightsbridge, Hyde Park and Sloane Square, The Kensington offers 150 unique and stylish guestrooms and suites. London's largest townhouse suite (approx 2,000 sq ft), roll top baths and four-poster beds are truly befitting of this Regency quarter. The Town House bar & restaurant and a magnificent lounge area comprised of period drawing rooms offer a traditional but contemporary setting for afternoon tea, lunch or evening dinners. Our guestrooms are individually decorated in an elegant townhouse style, using sumptuous fabrics, deep upholstery and an eclectic mix of contemporary art and furnishings. The atmosphere is relaxed throughout, with the engaging and innovative service creating the ambiance of a smart private members club. All rooms include flat screen TVs, air conditioning, luxurious Aromatherapy Associates bathroom products, Nespresso coffee machines and complimentary high-speed Wi-Fi. ... more   less 
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Also Known As:
Kensington Hotel London

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