What ever you do, do not stay here, you'll end up out of pocket and lied to by the thieving hotel staff.
We arrived at the hotel, on our honeymoon in early April. It was the beginning of what was supposed to be a fantastic time away. The hotel staff stole £400 and €150 from our locked suitcase. Yes, locked.
3 days into our trip, we took our money and placed it hidden in an envelope with our plane boarding passes from the trip over. The money and the boarding passes were in an envelope secured in with our rail tickets and passes. This was then hidden in the suitcase and the suitcase was locked. The keys were taken with us everywhere we went. We went out for the day and came back after a long day and went to bed. We got up the next morning to get some money out of the suitcase and the envelope was gone that contained the plane tickets and all of the money.
We searched and searched both suitcases, stripped the bed, searched in every cupboard, under the bed etc. Nothing. It was gone. We went straight to reception and reported it. The only people who would have been in our room that day were the cleaners, we wanted to know who cleaned our room and we wanted our money back. The girl at reception called police, we were booked on an entire day trip that day which we didn't want to miss out on since we had already lost all this money. We were told the police would come and would call us to do a report.
We got back to the hotel that night and the police had been out but still wanted to speak to us. We wanted answers and we weren't getting any. At this time, the reception people had changed, there was a man and a young girl. We were getting pretty angry and they were not assisting in any way.
The young girl even started giggling, which was totally inappropriate. We were booked to stay there another 3 nights and we weren't keen on doing so. We had already paid for the room through a hotel booking site so we told the man we wanted a refund and we would stay elsewhere. He said he couldn't do this. We became even more angry and asked to see a manager. Conveniently, there was no manager on duty. We got more furious and demanded one. Suddenly a man appeared to assist us, he listened to our story and then went away. Another man appeared. His name is Sharath Shetty. Sharath Shetty is full of broken promises. We told Sharath Shetty what had happened, and advised we wanted the 3 days refunded and we wanted our stolen money back. Sharath Shetty had to make some calls to find out codes to refund the 3 nights onto our credit card. That part was sorted.
Sharath Shetty then proceeded to tell us that they would refund the 6 nights in total, in addition to the 3 he had just refunded.
Guess what - Sharath Shetty is a liar and we are STILL waiting for this money, 4 months on and we still haven't been given back our stolen money.
We have sent countless emails to Sharath Shetty and to the customer service email address we happened to find in another trip advisor review. Still nothing. These are thieving, lying bastards. Still, No response.
We read another review on trip advisor of a Similar situation with stolen property and it's still going on for months after.
Kensington Rooms staff are thieves, we are still so upset and angry, still waiting for our promised refund. Sharath Shetty lied to us to shut us up and no one in management at this place could care less. They do not care about their guests, the rooms are disgusting, small and run down and nothing is safe.
Kensington Rooms took all our trust away that we had. For the remaining 5.5 weeks, we didn't have any of our rooms cleaned or made up since we were taken advantage of.
The TV also didn't work and you could barely move in the room. There was no phone, no information in the room and no "do not disturb" sign which I found suspicious!
I have no doubt that all the staff are in on it together and all take a cut of the stolen money/property to cover each other's backs.
It is sick and we are still waiting for our refund. We will not give up and we will post this review in as many places as we can to make as many people aware as we can!!
If I could give zero stars or even minus stars, I would. This was the worst hotel experience in all our time.
- Official Description (provided by the hotel):
- Four beautifully restored Victorian town houses, combines contemporary decor with original period features; Kensington District. ... more less
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- Also Known As:
- Kensington Rooms Hotel London