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“Kensington close - Faulty towers”

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Holiday Inn London - Kensington High Street
Ranked #593 of 1,077 Hotels in London
Reviewed 29 May 2013

What a shame - all the money spent on refurb, lack of staff, no sound proofing, brand new but noisy fridge, fire alarm that went off at 530 am , had to wait at 1030 pm at reception desk as there was only one person on the desk - apparently shift change over - there was then 10 people waiting when I left.Still decorating some floor and drilling could be heard from my room. I will not be staying again.

  • Stayed: May 2013, travelled on business
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2  Thank lisa p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded 31 May 2013

Dear Lisa p,

Thank you for your feedback regarding your stay at our hotel. It is through such communication that we are given an opportunity to evaluate our performance, and focus on any areas that need to be addressed, ensuring we deliver the standard of service that our guests have come to expect from us.

Please accept our apologies for the long wait to check in upon your arrival. I have shared your impressions with our Front Office Manager for his consideration. I have also shared your comments about the drilling noise with our Chief Engineer.

With regards to the Fire alarm going off, its sole purpose is the safety and well-being of all our guests and colleagues, so when it's activated it is our duty to investigate and and evacuate the building until we establish that there is no danger. We regret if you consider such a measure an inconvenience.

Please accept our apologies that you did not enjoy your stay this time, we would like the opportunity to welcome you back to the Kensington Close Hotel and Spa for a better experience in the near future.


Kind regards,


Paul

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2,913 - 2,919 of 4,327 reviews

Reviewed 28 May 2013

My last stay at this hotel was some years ago before this major refurbishment and there really is a dramatic difference for the better.

The overall appearance of the hotel was very good and I was so impressed by the efficiency and professionalism of the staff.

The room was contemporary but comfortable, a great shower and bathroom.

Breakfast was immense and the choices on offer were excellent, together with the chef standing by to cook eggs the way you want them.

Overall an excellent standard of a top grade hotel, and well worth the price.

  • Stayed: May 2013, travelled on business
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Thank Exchef44
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded 29 May 2013

Mr Exchef44,

Thank you for choosing the Kensington Close Hotel again and for providing us with feedback on your recent visit to London.

I am pleased that you were impressed with the overall appearance of our hotel following our multi-million pound refurbishment last year. It is nice to hear you found your room comfortable and that the breakfast quality and efficiency of our staff has left you with such a good impression.

I do hope that we shall have the pleasure of welcoming you back to Kensington Close Hotel more often from now on!


Kind regards,

Paul

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Reviewed 27 May 2013

Horrid service. Room service was terrible. Front desk, also bad. Two hour wait to check in. Did not offer us tea, or drink while waiting. Room was sufficiently clean. Go anywhere else. Good location is not worth the headache at this hotel .

  • Stayed: May 2013
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3  Thank mrs_mtc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded 28 May 2013

Dear Mrs_mtc,

My sincere apologies for the inconveniences you experienced with your check-in and if you would be so kind to contact me directly on concierge@kensingtonclosehotel.com and provide me with further details of you stay and I would very much like to investigate and sort out these issues.


Kind regards,

Paul

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Reviewed 26 May 2013

After my wife and I had read negative reviews about various hotels in London including the Kensington Close Hotel we decided to go for location, chose this hotel and crossed our fingers, this was our experience-----What a wonderful change to get first class customer service from a London hotel that we had never stayed at before. From arriving at the Kensington Close Hotel and being welcomed by the door commisioner (Jose) to the front desk staff who were a pleasure to deal with.
Our room which although small was very clean and newly refurnished with bathroom to match.
The restaurant was modern and welcoming with a first class breakfast buffet and a team of staff who made the restaurant flow so efficiently. The bed and pillows was one of the most comfortable experiences I have had from a hotel. This is the type of hotel which I am sure most people look for and would wish to return to. Our doubts turned out to be a pleasurable experience and our two night stay without fault.

Room Tip: All room at present are being re furbished, the up graded rooms are a pleasure to stay in.
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  • Stayed: May 2013, travelled with family
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1  Thank mrtenpercent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded 27 May 2013

Mr Tenpercent,

Thank you for choosing the Kensington Close Hotel and Spa for providing us with feedback on your recent visit to London.

I am pleased that you found your stay with us good value for money, and that you were able to take advantage of our most convenient of locations minutes from the tube station and Kensington High Street with all of its shops and restaurants. I have also passed on your kind comments about our Front Office and Restaurant staff.

I am delighted that you also found our accommodation comfortable and that based on your initial stay, I do hope that we shall have the pleasure to welcome you back to Kensington Close Hotel and Spa on your next visit to London.


Kind regards,

Paul Q

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Reviewed 26 May 2013

Well located hotel near the Tube station. Rates are reasonable but rooms are very small.Check in was efficient but 1st time ever I was not asked for any ID! Made me nervous about hotel security. We took a room only booking and found the breakfast to be very expensive. Grabbed a muffin, croissant & coffee from nearby Cafe Nero as we had to leave early morning. Room & bathroom clean. Overall good value for money.

  • Stayed: May 2013, travelled with family
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Thank Gamlu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded 27 May 2013

Dear Gamlu,

Thank you for choosing the Kensington Close Hotel and Spa for providing us with feedback on your recent visit to London.

I am pleased that you found your stay with us good value for money, and that you were able to take advantage of our most convenient of locations minutes from the tube station and Kensington High Street with all of its shops and restaurants.

I am delighted that you also found our accommodation comfortable and that based on your initial stay, I do hope that we shall have the pleasure to welcome you back to Kensington Close Hotel and Spa on your next visit to London!


Kind regards,

Paul Q

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Reviewed 26 May 2013

Stayed here with my wife on the weekend of my birthday. Is in a nice location, just a few mins walk from the nearest Tube station. Lots of shops nearby. Hotel is well staffed and clean. Some areas looking a little bit tired, but hotel seems busy so can be hard to fix these things up with guests always walking through. Very efficient and knowledgeable staff. Food and drink is of the highest standard. Would certainly recommend this hotel to friend and family.

  • Stayed: May 2013, travelled as a couple
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Thank stuartb1234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded 27 May 2013

Dear Stuartb1234,

Thank you for choosing the Kensington Close Hotel and Spa for providing us with feedback on your recent visit to London.

I am pleased that you found your stay with us good value for money and you were happy with the service provided by our staff and and our Restaurant's food quality and that you were able to take advantage of our most convenient of locations minutes from the tube station and Kensington High Street with all of its shops and restaurants.

I do hope that we shall have the pleasure to welcome you back to Kensington Close Hotel and Spa on your next visit to London!


Kind regards,

Paul Q

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 May 2013 via mobile

We stayed here for two nights on a bank holiday weekend and had booked a room with 2 singles as it's all that was avaliable on their site. When we checked in we asked for a room with a double and the staff sorted it our for us and even gave us free internet acess, normally £10.

The room was great, very modern and recently refurbished. We even ate in their restauraunt one night and the food was exceptional.

The concerege was very helpful on numerous occasions weighing our postage packages before we went to the post office.

Overall a great experience and i would happily book there again.

1  Thank Bobmcjob
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded 26 May 2013

Dear Bobmcjob,

Thank you also for your positive comments on our staff. We are pleased that you found our concierge staff to be helpful and that you were also happy with your room and our restaurant.

We look forward to welcoming you back with us in the near future!


Kind regards,


Paul Q

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
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Additional Information about Holiday Inn London - Kensington High Street

Address: Wrights Lane | Kensington, London W8 5SP, England (Formerly Kensington Close Hotel)
Phone Number:
Region: United Kingdom > England > London > South Kensington
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#75 Spa Hotel in London
#351 Luxury Hotel in London
Price Range: £96 - £211 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Holiday Inn London - Kensington High Street 4*
Number of rooms: 708
Official Description (provided by the hotel):
Holiday Inn London - Kensington High Street is a beautiful 4-star hotel centrally located near Kensington High Street tube station and a short walk from Kensington Palace & Gardens, Royal Albert Hall, Earls Court and the West End. The Hotel has 708 well-equipped non-smoking bedrooms including Executive bedrooms and Suites. Enjoy fresh seasonal dishes in the brasserie or a drink in the sunny private garden. Business traveller's appreciate the powerful WiFi service, wide ranging room service menu and an executive lounge for VIPs too. State of the art meeting facilities for up to 250 delegates are ideal for meetings, dinners and weddings. Shopping at Westfield and Oxford Street is a short distance away. Imagine Health Club and Spa includes a fantastic new gym and an 18 metre swimming pool with sauna, steam rooms and jacuzzi. The Spa offers an enticing selection of massage, facial and beauty treatments with our expert therapists. ... more   less 
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Also Known As:
Kensington Close London
Hotel Kensington Close
Kensington Close Hotel London

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