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Temptress_23
Grangemouth, United Kingdom

Extremely disappointed

1.0 of 5 bubblesReviewed 22 Sept 2019via mobile
I came for a book convention and to spend time with friends I thought I’d booked the right hotel but I didnt

First room was damp and had mould second room air conditioning didn’t work and spend the night freezing and both myself and my friend are ill third room was ok then fourth room we got changed to an executive suite if you can call it that. This room was bigger but in desperate need of an update. Then the heating wouldn’t work and there was a leak in the bathroom all night and I have pictures to prove it. Myself and my friend woke up with bites over us.

Overall I’m extremely disappointed as this ruined our time in London.

The best part of this hotel is leaving it. Yes we got a little discount but we had to fight for that with an extremely arrogant manager.
Date of stay: September 2019
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this review
Responded 4 Oct 2019
Dear Temptress_23,

Thank you for taking your time to post a review.

I am very sorry to hear you have experienced issues with the rooms you were allocated and I can only apologise that we have not met your expectations.
Please be assured that your feedback has been shared with our management team and we have looked into the issues reported.
Due to the inconvenience caused, Our Manager on Duty has offered and applied a refund for your first night with us, I am sorry you felt this was inappropriate compensation.
I appreciate that you are unlikely to visit again, however, if you do change your mind please don't hesitate to contact us directly on gsm@k-west.co.uk and we will be happy to organize your stay.

Kind regards,
Ismael
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 22 September 2019

This is supposed to be a 4 star hotel but really it should be a 2 star hotel.

I came here for 3 days with family and friends and our weekend has been ruined.

This hotel is poorly maintained and we'll over priced and we are all leaving ill with coughs and bad chests.

I will never stay here again.

Date of stay: September 2019
Trip type: Travelled with friends
2  Thank Welshnana1
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 4 October 2019

Dear Ms Rundle,

Thank you for taking the time to give us your feedback.

I am truly sorry to hear you did not have an enjoyable stay and that you were disappointed with the hotel.
I would like to assure you that your feedback has been passed on to the relevant departments and the management team.
Our guests’ satisfaction is of the utmost importance for us, should you wish to give us detailed feedback regarding your stay, please contact us on gsm@k-west.co.uk, we will be more than happy to assist you.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 September 2019

Our room, (a Suite) was stunning and very Rock and Roll. We were lucky enough to secure an early check in and late check out, (possibly because we were spending quite a lot of money in the Spa before check in).
Staff were friendly and helpful but a couple of things were disappointing.
When I opened the window in our room the windows were very marked inside the glazing. Some patterned window film would help the aesthetic. The exterior window sill was filthy.
The in house restaurant was expensive but when they didn't have one of the items advertised on my main course, I suggested an alternative from the menu as a side and the chef refused, which I felt was unreasonable.
There were mostly european plug sockets in the room, the ill fitting plug which ruined my bath and a broken shower door that made the bathroom wet. Also a terrible smell in the corridor outside the gym.
This all makes me sound a nightmare customer, which I'm honestly not, but having worked in hospitality, I tend to pick up on the little details.
Other than those little gripes, we were very happy with our stay and loved our time in the spa. The staff were excellent and we would happily return.

Date of stay: September 2019
    • Sleep Quality
    • Rooms
    • Service
1  Thank Caroline T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 1 December 2019

Dear Caroline T,

Thank you very much for your extended feedback following your recent stay at K West.
I am very happy to hear that you enjoyed the room and that you found our staff to be friendly and helpful.
Early check-in and late check-out are subject to availability, and we are always happy to offer such whenever possible. I am glad we were able to provide you with both.
I would also like to tell you that your feedback regarding the room features is well appreciated, and it has been passed on to the relevant management to investigate further.
I hope to have the pleasure of welcoming you back in the near future.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 September 2019 via mobile

Great clean hotel minutes from Shepherds Bush underground station.
10 minute walk to Loftus Road
Glorious QPR - Come on Super Hoops
Wonderful accommodating staff.
Awesome location
Great restaurants near
Westfield mall also very close

Date of stay: August 2019
Trip type: Travelled as a couple
2  Thank veterantraveler2018
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 1 December 2019

Dear Veterantraveler2018,

Thank you very much for taking the time to review your experience following your recent stay at K West.
I am happy to see that you had a great stay and found our staff to be wonderful.
I hope to have the chance of welcoming you again in the future.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 September 2019

The staff were great, friendly and extremely helpful. you are made to feel relaxed. The room was smart and modern and bed comfortable. The local amenities are superb and the hotel bar offers great cocktails and is very sociable. The restaurant offers affordable appetising food and breakfast was served without delay and good choices. I would definitely stay again!

Date of stay: August 2019
    • Rooms
    • Cleanliness
    • Service
1  Thank alcamp180563
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 1 December 2019

Dear Alcamp180563,

Thank you very much for your lovely words about your last stay in K West.
I am really happy to see that you had such a great stay and found our team to be great, friendly and extremely helpful, and I am also glad to see that you had some time to enjoy our bar and restaurant.
I hope to have the pleasure of welcoming you back in the near future.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 September 2019 via mobile

We were offered an upgrade when we arrived £10 per night, we were staying for 3 nights so took the offer up. Nice easy walk to Olympia. The room was big, very comfortable bed, nice bed linen and towels. The room was a bit tired but clean, although it did smell a bit of smoke, but didn’t notice this after a while. The staff were helpful, bar nice and not too expensive. I would probably stay again

Date of stay: September 2019
Trip type: Travelled on business
2  Thank Natasha P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
idiazpaul, Office Coordinator at K West Hotel & Spa, responded to this reviewResponded 18 September 2019

Dear Natashap796,
Thank you very much for leaving your review on Tripadvisor.
I am very happy to hear that you had such a nice stay with us and you found our rooms to be comfortable and our staff to be helpful.
I am truly grateful that you would consider staying with us again. I hope to have the chance of welcoming you back in the near future.

Kind regards,
Ismael

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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