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“Good Location, but unfortunately TERRIBLE Guest Service!”

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No 1. The Mansions by Mansley
Ranked #176 of 1,089 Hotels in London
Certificate of Excellence
Los Angeles, California
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
“Good Location, but unfortunately TERRIBLE Guest Service!”
1 of 5 bubbles Reviewed 19 May 2014

Our unit was #11 in The Mansions 1.
We are a family of 4 who travelled to London from Los Angeles in late April 2014. We travel several times a year (both for business and pleasure), and almost always hire a travel agency to handle our travel plans. This trip was booked with an agent, which is how we were introduced to The Mansions. We wanted extra space during this trip, so a hotel wasn't the best option - The Mansions offered lots of room in a good location at a reasonable price.
Had we known that our stay at The Mansions would be so frustrating and problematic, we would have gladly crammed into a small hotel room at a nice hotel where we would have been well taken care of, treated with respect, and been completely happy.
We checked into our "non-smoking" apartment with one of the bedrooms thick with the smell of cigarette smoke. We opened the window (to air it out) that opened onto a lovely terrace - which sounds beautiful except for the fact that outside of that window was at least 25+ cigarette butts all over the ground (probably just flicked out of the bedroom window!) The housekeeping staff hadn't even bothered to clean the terrace between guests checking in and out, let alone change the blankets or bedspread which both reeked of smoke! In a non-smoking property, I can't imagine somebody on staff would not have noticed this situation waaaaay before we checked in.
After that was all cleaned up, we were all ready to get showered and start our vacation…..but wait….no hot water! During our entire 7 day stay at The Mansions, we never had more than 3-5 minutes of hot water on any morning! Only one person could take a hot shower….the others had to shower at other times during the day or night. We called the front office about this problem as soon as we realized it - they sent somebody to look at it immediately. We heard the maintenance man telling the front office that there was a problem with a shut off switch and that a plumber needed to be called. A plumber was called. He came. He said the problem was fixed, but that the unit had a very small boiler. This unit was a 3 bedroom apartment!! A family of 4 should be able to shower without a problem. The hot water problem was never fixed. Another annoying thing that happened that just added to our irritation was that one of the mornings we were awoken to a knock at our door - it was a refrigerator delivery service company arriving unannounced to switch out the fridge in our unit. Thanks for letting us know front office!!! We complained every single day - we were told that there was nothing more they could do about whatever we were calling about. We contacted the management company for The Mansions (CW Lamley & Co.) in hopes that they would be able to help us. Unfortunately, the gentleman we were put in touch with there was not at all sympathetic - in fact, he acted as if we were being unreasonable. Customer service and guest relations is definitely a weakness at this establishment.
With all of the amazing places there are to stay in a fabulous city like London, do your research and make sure you pick a place that is as happy to have you there, as you are to be there!

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank 886Duff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CWLamley, Manager at No 1. The Mansions by Mansley, responded to this review, 24 May 2014
We are very sorry you felt it necessary to post a very negative review like this even though we have been in direct communication with you and offered a gesture of goodwill but no a reply. We addressed the issues in a timely manner and as far as we understood the plumber had fixed the problem with the water, which was not due to a small boiler in fact it was an airlock in the system. The maids and an external company professionally cleaned the curtains, bedspreads, etc. With regards to the delivery of the fridge, a huge apology was given for disturbing you at 10:30am. On a final note, the reception staff did care and provided you with wine and chocolates and an offer of a credit for a future stay. Please be assured we do as much as we possibly can to ensure our guests enjoy themselves and take any complaint very seriously.
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338 reviews from our community

Traveller rating
    182
    131
    16
    6
    3
See reviews for
218
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (71)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Spanish first
  • Any
English first
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 15 May 2014 via mobile

We loved every aspect of our stay at the Mansions. Our 2 bed apartment (2 adults 2 children) was spacious, quiet and private. We even had enough room to entertain a few guests in the lounge/dining room. A nice dining table meant we could sit down to a leisurely breakfast in the mornings before heading out into the bustle of London. Felt like home away from home. The washer worked well and we dried clothes on racks over night (dryer seemed to heat but not actual dry). Location was great - tube only 5 mins away. We enjoyed walking places too as kids liked spotting all the luxury cars in surrounding streets. Museums, Kensington palace, High St Kensington only 30 mins walk. This would be our absolute first choice of accommodation for our next trip to London.

Stayed April 2014
Helpful?
1 Thank Jane T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CWLamley, Manager at No 1. The Mansions by Mansley, responded to this review, 27 May 2014
Thank you for choosing to stay at No1 The Mansions. Our apartments offer a home from home feel with everything you might need for an enjoyable stay in London. Each spacious apartment is individually designed and decorated, with different layouts to suit varied needs. All apartments have a fully fitted kitchen with washer/dryer, 5-day maid service, direct dial telephones and free WIFI making it easy to keep in touch with family and friends back home. We are happy that you enjoyed a comfortable stay with us and we look forward to hearing from you in the future.
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Toowoomba, Australia
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed 14 May 2014 via mobile

Our family spent a week in this fantastic suburb in March 2014. We were lucky to have a two bedroom apartment on the top floor. The apartment was great, well furnished and spacious.
The kitchen was well stocked with all we needed, with a good sized fridge, dishwasher and washing machine. All in all a perfect space for a family of four for anytime.
The crowing glory for this place is the suburb. Earls Court was fantastic. There's many a store for quick bite, and the local Marks and Spencer is a great place for some groceries, and the local underground station is mere minutes away. Don't forget to head left once you leave the building as well for some great restaurants.
All in all, for a great home away from home, this is one of the best we've stayed in, and is very much recommended.

Stayed March 2014, travelled with family
Helpful?
3 Thank Troy D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CWLamley, Manager at No 1. The Mansions by Mansley, responded to this review, 22 May 2014
I am pleased that you and your family enjoyed your stay with us and found our apartments most accommodating. Also, that you made the most of our fantastic location as we have so many restaurants and grocery stores within walking distance. We look forward to hearing from you in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Indianapolis, Indiana
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 22 April 2014

We traveled from the U.S in late March 2014, never having been to London. Our travel agent booked us here and it was truly one of the best parts of the trip. When we arrived we were greeted with an upgrade to a larger apartment at no charge...they allowed us to leave our bags securely and tour the city before we checked in. They even had a bathroom we could clean up in and after an overnight of travel we needed it! The staff was most helpful, attentive and friendly. The apartment was absolutely perfect! I would HIGHLY recommend staying here - there is also a Marks and Spencer market across the street...just perfect!! Love the Mansions and would definitely stay here again!

Room Tip: Rooms facing Earls Court Road great for people watching!
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  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Rebecca C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CWLamley, Manager at No 1. The Mansions by Mansley, responded to this review, 22 May 2014
We really appreciate taking your time to write a review on our apartments and service. We are very pleased that you enjoyed your stay with us and look forward to hearing from you in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fort Wayne, Indiana
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 15 April 2014

We stayed in a spacious, 3 bedroom 3 bathroom unit in early April. What a great experience!! The apartment was large and well furnished. It was a comfy place to hang out after a full day of sight seeing. The staff was helpful and accommodating. The location is convenient to a variety of restaurants and stores. . The tube station is just a short, easy walk down the street. It really felt like home:)) We will be back for sure!

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Bert1393
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CWLamley, Manager at No 1. The Mansions by Mansley, responded to this review, 17 April 2014
Thank you for your review. We are very happy to hear you enjoyed your stay with us. I will pass on your comments to the staff and look forward to hearing from you on your next visit to London.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed 30 January 2014

Second stay with the mansions and would highly recommend it. Close to tube, local shops for food. Stayed in a two bed one bath which was enough for the three of us. Had everything washer dryer iron hair dryer everything you need and is central to all attractions.clean and smoke free. Staff are all friendly and willing to help with any request. They Are currently renovating offices and found an amazing original tile floor in the foyer which I hope they will keep.
Definitely the place to stay In London

Room Tip: If you have a disability or have trouble with stairs let them know not to put you on the top floor...
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  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Lorraine R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CWLamley, Manager at No 1. The Mansions by Mansley, responded to this review, 17 April 2014
We are happy to hear that you enjoyed your stay at No1 The Mansions so much so that it is your second time you have stayed with us. The location is ideal to explore London. I will be pleased to pass along your kind comments to the rest of our team. We are pleased to let you know that we have completed the Reception refurbishment but we are still looking at options to restore the 'hidden treasure' under the carpet in the lobby. We look forward to hearing from you again in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Rome, Italy
Level Contributor
22 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
5 of 5 bubbles Reviewed 29 January 2014

Earls Court Road has never been the finest address in town, but with a new facelift it has become a very pleasant area full of affordable restaurants, Pubs and Food stores open 24 hours. The Olympics have brought back a clean look and it is real fun to be here. On top of it it, it easy to reach.The Tube Station Earls Road with direct connection to Heathrow Airport on Piccidilly line is ideal and only a few minutes away.
Thanks to the Olympic games there is a new elevator direct to street level and it is a perfect way to get to The Mansions on 219 Earls Court Road.
Once you reached The Mansions and the apartments you feel at home. I have been coming many times during the past years and always felt at home. This time I got a 2 bedroom apartment and as it was raining it felt very comfortable to stay in.
Behind the building there is a wonderful garden and rows of splendid Mansion houses. Turning right you are on Old Brompton Road. With a bus 74 Stop right on the door steps when coming from a Shopping Tour from Oxford Street (stop on Marble Arch) it is a great place to stay in London. Roy Diamante from Reservation department is very helpful and send the pullover forgotten in the wardrobe by next day. The squicking floor above the apartment does need some more attention though. Altogether The Mansions is a TOP Adress for a Happy Stay in London, will come back..

  • Stayed November 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank alessandra061
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about No 1. The Mansions by Mansley

Property: No 1. The Mansions by Mansley
Address: 219 Earls Court Road | Kensington, London SW5 9BN, England (Formerly The Mansions Apartments)
Region: United Kingdom > England > London > South Kensington
Amenities:
Free High Speed Internet ( WiFi ) Kitchenette Airport Transportation
Hotel Style:
#245 Family Hotel in London
Price Range (Based on Average Rates): £££
Hotel Class:3.5 star — No 1. The Mansions by Mansley 3.5*
Number of rooms: 23
Official Description (provided by the hotel):
No.1 The Mansions by Mansley is an elegant property built at the end of the nineteenth century, offering a superb selection of extremely comfortable serviced apartments including large three and four bedroom Mansion Apartments. Apartments are distinct and offer spacious accommodation of character, individually designed and decorated. Apartments range from studio's to four bedroom apartments offering a choice of layouts to suit the needs of everyone from business travellers to large family groups. In this lively and cosmopolitan part of London there are numerous cafes and restaurants suiting all budgets. Or if you prefer to stay in and self-cater, the fully equipped kitchens will meet all your needs. The superb shopping of Westfield London, Europe’s largest urban shopping mall, the King’s Road in Chelsea and High Street Kensington are all a short distance away, with Harrods and Knightsbridge also close by. London’s major attractions are also easily reached, including three of the finest museums in the world and exhibitions at Olympia. ... more   less 
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Also Known As:
The Mansions Apartments Hotel London
Mansions Apartments London
Mansions Apartments Hotel London

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