Myself and my girlfriend had booked to stay from the 27th-29th of June. I am writing to advise others that the service we received upon arrival and the room condition were both appalling.
Upon arrival at approximately 11.30pm we went to reception to check in. The girl on the desk was very difficult to understand, however, it shortly became clear that the hotel had ran out of double rooms and couldn't give us a double room for the night even though that is what we paid for. So she alternatively offered us a twin room and asked us if that was OK, now I asked did we have any other choice and she said no not really so it was either a twin room or nothing. During this time the receptionist was quite abrupt and was not apologetic about the situation whatsoever, it was as if she didn't even care.
Once we got our room key we headed upstairs to our room and it only got worse from here on in. As soon as we opened the door to the room there was a horrible smell of stale air. It was as if someone had been smoking in the room and the hotel had never tried to get rid of the smell. Upon walking into the room I noticed there was a socket hanging off of the wall with the wires behind exposed. Upon entering the room further I noticed what seemed to be two patches of mold on the ceiling which were both quite large. There was a large gap underneath the window where the facing had come off and you again could see all the wires running to the other rooms in the hotel. Further to this there was a hole behind the bed with yet more bare wires exposed and a crack in the casing next to the bed. Once at the bed I also noticed what could have either been blood or coffee stains up the wall next to the bed. Additionally one of the sets of bedding had black stains on the pillows and part of the duvet. Then came the bathroom, there was black mold all around the bath and there were pubic hairs all over the floor and in the bath.
After noticing all of this I decided the room was far too dirty and unsafe on health grounds to spend the night in so myself and my girlfriend went down to reception and explained the situation to them and requested that they move us. Now the receptionist at first seemed to think we were lying about it and it wasn't until I started listing off the problems with it all that she kind of realized that we needed to be moved, even at this point she still didn't seem bothered by the whole thing and still remained unapologetic.
Once we had been reassigned rooms we went to check our new room to see if it was any better. The first thing we noticed upon coming to the door of our new room is that it was unlocked, whoever had been in the room last had not closed the door. Once we entered the room we checked this one for cleanliness. It didn't have a stale smell and most of the health and safety issues didn't exist in this room. However, the room still wasn't clean. There were pubic hairs all over the bathroom, the bath was stained with black marks all along the base and the plug had mold round it. The room itself was also very dusty, surfaces looked like they hadn't been wiped in a while and one of the pillows again had black marks on it.
Now by this stage we were shattered as we had been up for work at 6am the previous day it it was now 1:30am so we didn't want to have to go through the hassle of moving and complaining again as we really didn't have any energy left by this stage. Additionally we were worried that even if we kept complaining we would just get moved from unclean to unclean and unsafe twin rooms, so although this room was still filthy we figured it was the best we were going to get.
Now the one thing I would expect from a hotel above all else is that the room I am staying in is clean and a safe place to be and that should be the case no matter what price it is, never mind the fact that this was supposed to be a luxury hotel that we paid a premium for as a treat for our anniversary. It was a horrible way to start what was supposed to be a romantic break away for the two of us, once which we had worked hard for and saved up for months to go on.
It just left such a bad impression that somewhere so apparently prestigious could fall so short in every aspect and in particular the bad service, us not receiving the room that we paid for and the fact that first room we were booked in to was down right dangerous.
I do hope that this hotel doesn't ruin anybody else's anniversary as it certainly has been an anniversary to remember for us but for all the wrong reasons.
- Official Description (provided by the hotel):
- The Copthorne Tara Hotel offers the ideal location to stay in London whether you are travelling on business or leisure. Whilst it is easily accessible from the M4 with Heathrow Airport only 30 minutes drive, Olympia Exhibition Centre is only a 5-minute journey by car, and the Westfield Shopping centre just 10 minutes away. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Booking.com, DerbySoft Ltd Shanghai HQ Supplier Direct, Ctrip TA, Odigeo, TripOnline SA, Lastminute, Southall Travel, Travel Republic (UK), Expedia, Ebookers, Cancelon, HotelsClick, 5viajes2012 S.L., Evoline ltd, getaroom.com and HotelQuickly so you can book your Copthorne Tara Hotel London Kensington reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Copthorne Tara Kensington