My husband surprised me with a plane ticket to visit my daughter, who was studying abroad in Kensington. He used his Marriott points so my stay at the Kensington Marriott was covered in full. As a Platinum customer, he was assured I would have full use of the executive lounge. When I arrived, the staff was very professional and courteous. Unfortunately, after this point, my week-long stay was very frustrating. I was informed that the Platinum status from my husband was not transferable. I had to pay an extra 85 pounds per day in order to use the executive lounge. I contacted my husband, who called customer service. They agreed that I did not have to pay the extra fees. When I told the front desk, they disagreed despite having confirmation information for them. This nightmare continued every day with my husband spending hours on the phone from the United States, trying to straighten this out. Every day he would tell me it was straightened out, and every day I was told it wasn't by the staff. On my last day, I was told the manager would see me at 9:30 am. I waited patiently for her. Someone from the back office came out to tell me she was in a meeting and would see me at 1:00. I left for a few hours and checked in with the front desk again to be told she was in a meeting indefinitely. I had to check out and was forced to pay the extra $85/day. At this point I was in tears. Another manager came to speak to me and basically told me that even if Corporate said the funds would be refunded, they are not obligated to listen to them. He also said the manager was in the building but was conducting interviews all day. She would not be able to see me period! When I returned back to the States, we were told the staff from the Kensington Marriott was being investigated. My credit card was refunded. The nightmare was finally over.
The day time valet staff was very nice. The only saving grace.
There was one evening when I went down to the executive lounge at 9:15 pm to get a muffin. The girl from the front desk was straightening up. I didn't see the muffins at first but then saw them on the counter near the sink. I asked if I could have one and she said no. It was past 9:00 and the lounge was closed. We basically were going back and forth about this with the basket of muffins within my reach. She would not let me take a muffin. This was ridiculous!!
The location of the hotel was only a mile away from the tube. Buses ran all day, and passed the front of the hotel as well. Easy to get around from there.
- Official Description (provided by the hotel):
- Discover sophisticated comfort at the London Marriott Hotel Kensington. Set in an ideal location, our hotel offers easy access to London's most celebrated landmarks, including Hyde Park, the Natural History Museum and Kensington Palace. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Marriott, Odigeo, Hotels.com, Priceline and Superbreak UK so you can book your London Marriott Hotel 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:
- Marriott London
- London Marriott