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“Nil star budget hostel advertised as a '2 star Hotel'”

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Kensington West Hotel
Ranked #748 of 1,076 Hotels in London
Reviewed 25 September 2013

Stayed from Sept 17-22, 2013 at £86.05 per night
PROS - Near shops, buses and the West Kensington tube station / designated smoking area (outside).
CONS - This is a very cheap 'hostel' not an hotel as per website description.
Entire building only had one tiny lift / No kettle/tea or coffee supplies in room
No standard (two small bottled water) / No in-room safe / No phone or intercom in room.
No air conditioner or fan – very uncomfortable room to sleep in / Dripping shower head /
WIFI – Although free, Service is ridiculously slow and kept on disconnecting even when in use. I had to keep on logging back in every one hour! Shower room SINK is unbelievably tiny and located in a very tight spot – (wall, sink and shower enclosure all squashed together) / No room to move my right hand when brushing my teeth or wash my face! / Picture of ‘hostel’ looked nothing like the picture advertised (disappointed) - located in very close proximity of residential houses, literarily next door to one another! / Extremely narrow corridors with smelly carpets (same in room) / Double bed squeezed in room leaving no room to put my luggage. Had to sleep with my luggage and shopping next to me on the bed. Preferred to keep my stuff on the bed anyway because the carpet smelt was too unhygienic to leave any of my stuff on / tried the complimentary hot drinks located in the reception area and it was not to my taste. Would not stay here again nor recommend this place to anyone. This ‘hostel’ deserves NIL star as I really can’t comprehend why the rated 2 stars! for what?

  • Stayed: September 2013, travelled solo
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2  Thank Enitan A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenWestChisRooms, Guest Relations Manager at Kensington West Hotel, responded to this reviewResponded 1 October 2013

Thank you for taking the time to write a detailed review for us. We value all our guests feedbacks and work upon them to ensure we give our guests the best service.

I am very disappointed to read that we did not meet your expectations.

We are a budget hotel with a transparent pricing policy and do not state or advertise that we have Air Conditioning, fans, phones or safes in our rooms. However, we do provide Safes at reception. Our sister hotel a 4* guest accommodation Chiswick Rooms have all these facilities and their price reflects these in-room facilities.

We have a standard sized lift to all floors and can take up to 5 people or 400kgs.

We offer complementary hot beverages at reception throughout our guests stay with us. This includes Hot Chocolate, Cafe Late, Cafe mocha, cappuccino, espresso, tea and coffee and is quite popular amongst our guests as our guest reviews suggest. I am sorry to hear that these were not to your satisfactory standard.

I apologise that you had a dripping shower. Had you reported this issue during your stay to our reception team we would have been happy to offer an immediate solution.

We have a very enthusiastic team of housekeeping who take pride in making the room perfect. Most of our reviews state that our rooms are clean. The carpets are deeply hovered every day and are being checked by the supervisor everyday.

We provide free wireless service to our guests; it is a limited speed voucher, which is sufficient to check emails and browse the Internet. However if guests want to watch videos and download large files we give all our guests the option to purchase a faster speed Internet voucher from the reception, which has a speed of 1 MB/sec.

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123 - 129 of 459 reviews

Reviewed 21 September 2013

The room was small but since we only used it for sleeping and keep our belongings while seeing things in London it was perfect.
Close to buses and the tube, and with a convenience store just a block away we really liked the location.
Very nice and helpful staff.

Stayed: September 2013, travelled as a couple
2  Thank Michael O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenWestChisRooms, Guest Relations Manager at Kensington West Hotel, responded to this reviewResponded 1 October 2013

Thank you for taking the time to write a review.

We value your feedback.

Your extremely kind remarks are a great reward for our efforts.

We feel touched by your comments. It is gratifying to hear that you had a pleasant stay with us.

We would love to welcome you again.

Good wishes from all of us at Kensington West.

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Reviewed 9 September 2013

We booked 2 rooms a double & a twin, both were clean & tidy, beds comfy, ensuite v.clean, staff very nice. The area is quite & only a 3 minute walk from tube, loved the tea/coffee/hot choc machine in reception available 24 hours. Ok the rooms are small, but we only wanted a hotel to sleep in & not spend the day in. They don't do breakfast, which we knew when booking, don't let this put you off, just up from the tube on the right side of road then down a side street there's a fantastic deli, full English £5.50 ! really great breakfast, Would be happy to stop at hotel again no probs !

Room Tip: the twin rooms are bigger then the doubles
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  • Stayed: September 2013, travelled with family
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4  Thank markrobbo66
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenWestChisRooms, Guest Relations Manager at Kensington West Hotel, responded to this reviewResponded 20 September 2013

Thank You for a great feedback and generous appraisal. We value your opinion and feel immensely inspired by your review. We are glad to hear that you found our rooms clean and comfortable and enjoyed the location, service and accommodation.

We are blessed with a great team who are trained to give an exceptional customer service experience to all our guests.

Our hotel is situated in an area blessed with a large number of local restaurants, bars, cafes and supermarkets.

I would like to take this opportunity to thank you once again for the high recommendation and appraisal.

We would love to welcome you again.

Best wishes from all of us at Kensington West.

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Reviewed 6 September 2013

We booked this hotel through hotwire, so we got a really good price for our stay - 3 nights, 140 pounds, in the middle of august. The rooms are small, but so are all hotel rooms in London. The bathroom is really small, you can almost wash your face while you sit on the toilet - but you are not going to stay in the bathroom while in London are you? The location is good, just a 5 minute walk to the tube (central line), and it is a quite and safe area (we slept with our window open). Nice and helpful staff, and free coffie and hot drinks in the reseption. The room was cleaned every day, although early, but when we put the "do not desturb" sign it was okey. When we left some hours later and took the sigh down again they came and cleaned the room. I think that this hotel does not deserve all the bad things written here, those people are expecting a 4 star hotel in London for the price of a 2 star hotel. It was a great stay altogether!

  • Stayed: August 2013, travelled as a couple
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Thank TuridVic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenWestChisRooms, Guest Relations Manager at Kensington West Hotel, responded to this reviewResponded 20 September 2013

Thank you for taking the time to post a review about your experience at the Kensington West.

I am glad to hear that our team was helpful. Our team are picked due to their exceptional service qualities and we try to make all our guests feel welcome while they are away from their homes.

Our hotel is situated in an area having great transport links and nearest underground station West Kensington is a mere 3-5 minutes’ walk from the hotel.

We offer complementary hot beverages at reception throughout your stay with us. This includes Hot Chocolate, Cafe Late, Cafe mocha, cappuccino, espresso, tea and coffee.

We have a very enthusiastic housekeeping team who take pride in making all our rooms immaculate.

Our aim is to provide you with 'value for money' and exceptional 'customer service'. I am happy to hear that we met your expectations.

We hope that you choose to stay with us in the future and recommend us to your friends and family.

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Reviewed 3 September 2013

Booked a room for 4, a family room, and the heat was unbearable due to no air conditioning and the window only opening 5cm. There was only one plug socket between 4 of us. Wouldn't go back. Tube close to hotel, 3 minute walk, is only plus side.

Room Tip: Bring a plug adapter and a fan.
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  • Stayed: August 2013, travelled with friends
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Thank Joafc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenWestChisRooms, Guest Relations Manager at Kensington West Hotel, responded to this reviewResponded 20 September 2013

Thank you for taking the time to share your experience

It was a pleasure to serve you during your recent visit.

The team at Kensington West are disappointed to read that we did not meet your expectations.

We are a budget hotel with a transparent pricing policy and do not state that we have Air Conditioning in our rooms. London was experiencing a heat waves which is an unusual weather condition for London and cannot be foreseen.

All our windows in the hotel have width restrictions and open up to 45 degrees, which is in line with the Health and Safety Regulations.

We have in place a few expandable cables, which can be provided; to our guests upon request should you require additional power outlets. (Subject to availability)

I do hope we have the opportunity to accommodate you in the future and sincerely apologise for not meeting your expectations.

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Reviewed 27 August 2013

We booked with Hotwire they say you get a 5 star for the price of a 2 star , no you dont this was a 2 star and cost 100 pounds . The rooms are that small you cant move once inside the beds are bunk beds there is no tea makeing in the room, car parking on the street cost a arm and leg the reception had no money for the meters, the rooms were vary clean , the bathroom was a shoebox NOT VARY GOOD.

Room Tip: if you only want a 2 star go for it
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  • Stayed: August 2013, travelled with friends
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Thank derek p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenWestChisRooms, Guest Relations Manager at Kensington West Hotel, responded to this reviewResponded 2 September 2013

Thank you for taking the time to post your feedback following your stay with us.

We are sorry to hear that you were miss-lead when you made your reservations. We do have a contract with hotwire and it clearly states that we are a budget 2 star accommodation.

Kensington West prides itself in offering quality basic standard accommodation. Our aim is to provide you a 'value for money'. You will find that our prices are competitive with hotels of the same rating in our area.

Although our rooms do not have tea/coffee facilities we offer complementary hot beverages at reception throughout your stay with us. This includes Hot Chocolate, Cafe Late, Cafe mocha, cappuccino, espresso, tea and coffee.

We are located in West Kensington, street parking around the hotel is £2.20 an hour from 9am – 8.30pm. For London Street parking this is actually lower than other boroughs where charges are over £4 an hour. We apologise for not having change for use of the street parking.

Many thanks for your feedback about the cleanliness of the rooms. We have a very enthusiastic housekeeping team who take pride in making all our rooms immaculate.

We take all our guests suggestions very seriously and work upon improving our facilities so that we are able to offer a memorable stay to all our guests.

We hope to welcome you back in future.

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Reviewed 22 August 2013

Room was clean( except the carpets ) but very basic ...one plug socket between 3 meant half charged phones. Room above had a party that went on until 3am ! so no sleep for us reported it to staff the next day who apologised and said these guests had checked out. No hand towel in the bathroom .The worse thing about this hotel is the filthy carpets. On the plus side 24 hour hot drinks were very welcome ....the garden area was nice to sit in and relax .... the tube station was a couple of minutes walk away and the staff were very nice.

  • Stayed: August 2013, travelled with friends
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Thank Shirley H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KenWestChisRooms, Guest Relations Manager at Kensington West Hotel, responded to this reviewResponded 2 September 2013

Thank you for taking the time to write a review, your review will enable us to better our services for future guests.

We are delighted that you found our team and service excellent. Many thanks for your feedback about the clean rooms however we are disappointed to read that you found the carpet dirty. The carpets are deeply hovered everyday and are being checked by our supervisor. We assure you that your comment will be relayed back to the housekeeping supervisor.

We pride ourselves in providing a clean base to all our guests and your feedback is certainly inspiring and motivating us to better our services. We are also happy to hear the area worked well for you given the closeness to the underground station.

We have kept a few expandable cables, which can be provided to our guests upon request should you require additional power outlets. (Subject to availability)

We are sorry to hear that you did not sleep one night because of the noise from the room above. Had the front desk been made aware of this at the time we would have been able to resolve the situation. We have in place a 24-hour reception service in order to provide the best possible customer service to all of our guests.

We apologies for the inconvenience this may have caused you.

We do hope we have the opportunity in the future to show you our improved services

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Additional Information about Kensington West Hotel

Address: 25-27 Matheson Road, London W14 8SN, England (Formerly Aston Court Hotel)
Region: United Kingdom > England > London > Kensington and Hyde Park
Amenities:
Free High Speed Internet ( WiFi )
Hotel Style:
Ranked #748 of 1,076 Hotels in London
Price Range: £44 - £163 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Kensington West Hotel 2.5*
Number of rooms: 40
Official Description (provided by the hotel):
Kensington West is situated in the heart of stylish London, Kensington. Just a 3 minute walk from Olympia exhibition centre & within easy reach to Kensington High Street, boasting many restaurants, bars, shops & a cinema. Kensington West offers good-value en-suite bedrooms, all of which have free WI-FI, flat screen LCD TVs, hair dryer, complimentary toiletries, ample power outlets and in-room tea & coffee facilities. We also offer a lift to all floors and a friendly 24-hour reception service. ... more   less 
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Also Known As:
Hotel Kensington West
Kensington West London

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