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Holiday Inn London - Kensington High Street
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Reviews (4,545)
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All reviewsmuffin mantube stationrooms are smallhotel is in a great locationhyde parkfew minutes walkafternoon teakensingtondoorman
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Reviewed 30 May 2013

Came here with a group of friends for a weekend in London. Have stayed in Kensington previously and love this area of the city.
There was a little trouble with our check-in as they seeemed to have muddled it up but apart from that the hotel was decent enough. The rooms were fairly standard though clean and pleasant - however the shower didn't work and had to resort to taking a bath but didn't really mind considering I wasn't spending much time in the hotel anyway.
Price was decent though I think this was due to booking in advance and it being a group.

  • Stayed: July 2012, travelled with friends
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Thank AndyCM
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 AndyCM,

Thank you for choosing the Kensington Close Hotel and Spa and 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. My apologies though for the shower not working properly in your room.

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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 May 2013

I am currently sat in Gatwick Airport having missed my flight back to Glasgow!

The reason I missed my flight is that I overslept due to being unable to sleep at all last night! I spent 2 nights in Room 161 and last night I was awoken at approx 2.15am by loud screaming and shouting from an Italian sounding lady banging on a room door - now this went on for approx 20 mins! On top of this I found it impossible to get back to sleep as my bed seems to have been located next to the down pipes for the bathrooms which everytime was flushed or someone took a shower a roar of water would pass through my room.

After managing to nod off I was woken up by my colleague calling me at 930am where I had no time to shower or have breakfast and made a mad dash to the airport for my 11:35 flight for gatwick which I subsequently missed.

Apart from this drama I really enjoyed the location of the hotel, the friendly and attentive staff and the decor and presentation of the public areas - however my stay was not as enjoyable. The room was tired, the shower flooded the floor in my faible bathroom, the carpet had what looked like a cigarette burn mark and the case stand was damaged and had a quick fix with natural MDF - not what I expect for a 4star hotel in Kensington! I know I am in the capital and the city is always alive, but in be early hours of the morning I also don't expect to be woken up by other guests having a bawling match.

On another note at breakfast yesterday I was stunned to have to stand in a 15 min queue for toast! One toaster for a restaurant that size - really?

I was so late this morning I didn't have time to even have breakfast or to check out as headed straight into a taxi to Victoria.

I also purchased wifi which only works when you stand at the door of the bedroom which is not ideal especially as I could not get on the network whilst sitting at the desk in the room - I had to work from the lobby, again not ideal.

I also purchased the movie pack for £10 which I assumed would last 24 hours but it goes from noon to noon - I purchased it to watch one of your movies at 11pm and paused it to watch it the following day but it disappeared as its only noon to noon!! Crazy!

To say I am feeling annoyed and let down is an understatement. I've now had to pay an additional flight cost which would not have happened if I had been able to sleep!

  • Stayed: May 2013
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Thank Gary M
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 7 June 2013

Dear Gary M,

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.

I was very sorry to hear that you missed your flight. 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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Reviewed 30 May 2013

This hotel has contracts with some major Tour Bus companies so they really dont care about service. We paid twice the standard room rate pre booked with our tour company and the room we got was so small we could not even open our suitcases and there was 6 inches between the wall and the bed. The hotel website represents a modern, luxurious hotel but be warned this is not what you will get. The reception staff were foreign and difficult to understand and we speak English ! They made an error upon check in and charged our credit card twice which took up money we had budgeted for our trip. Days later we spent hours on the phone with incompetent reception staff and the Credit Card company trying to get the funds released. The hotel said they would email to realease funds but they didnt do it correctly as instructed. Our money could not be realeased for 30 days. The only good thing about this hotel is the location and the rooms were clean enough. It is very, very noisy if you are in a room at the front of the hotel. You will hear people talking, cars pulling up, shouting and more all night long. I would not stay here again and do not recommend it.

Room Tip: The rooms facing the street are very noisy. If you book as part of your tour you will pay twice the price and get the worst rooms.
  • Stayed: May 2013, travelled as a couple
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1  Thank GlomeshGirl
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 GlomeshGirl,

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.

I was very sorry to hear the mishap with the handling of your credit card at the Reception Desk and have shared your impressions with our Front Office Manager for his consideration.

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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 May 2013

We endured a week at the Kensington Close as part of a tour of the London Gardens. The hotel presents a highly impressive appearance in the lobby & public spaces. However, once off the ground floor and in a room, the tale is quite different. Our double room was about the size of a college dorm room for two people with furniture and narrow, short twin beds. The bathroom was so poorly lit it was impossible to see well enough to shave with two small down lights about 5 feet from the mirror. The room & bath were however very clean. Of course the window drape barely closed and with 16 hours of daylight it would help if you could darken the room a bit more., There are no doubt 3 classes of people who stay in this hotel: folks on a moderately priced tour such as ourselves who don't have a choice, airline crews (and there were a number of them) whose airlines book a rate for overnighting their crews, and finally business travelers who work for a company too cheap to put them in a decent place to stay. The third group definitely needs to find a better job.
The hotel advertises a spa. My wife & I were looking for back massages as it had been a strenuous day. On a Monday afternoon we proceeded to the spa area and were advised by an attendant that the earliest we could book an appointment was Wednesday and I quote her exact words: "we have no rubbers available until then." Since the minimum charge was 70GBP, they must have been extra special "rubbers." & I do not mean that in any kind of pornographic way It kind of takes away the romance of the masseuse/masseur however.
The breakfast matched the mediocrity of the hotel. Steam table food barely warmed through and often they ran out of the essentials such as orange juice and bread for the toaster.
They also chiseled you for nickels & dimes: 9.95 GBP/day for WiFi, 9GBP to use the pool, and also a charge for the gymnasium. Needless to say, with so many wonderful boutique, reasonably prices hotels in Kensington, why anyone would voluntarily choose to stay a place like this baffles me. But, no one ever accused the general public of being overly bright.

Room Tip: Find another hotel
  • Stayed: May 2013, travelled with family
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2  Thank Bob D
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 Bob D,

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.

In regards to the size of our Standard rooms & bathrooms, these are both consistent with the neighbouring hotels in the local area of Kensington and central London. We do however offer our guests several other room categories that provide for additional comfort and space such as our Executive Club rooms.

Regarding the prices for our WiFi and access to the Fitness Centre, they are both clearly mentioned in our website, so that guests can make an informed decision when booking with us.

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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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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