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“Recent upgrade to rooms but still tourist based hotel”

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Holiday Inn London - Kensington
Ranked #618 of 1,063 Hotels in London
Vienna
Level Contributor
68 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“Recent upgrade to rooms but still tourist based hotel”
Reviewed 25 June 2014

This is a big hotel with over 600 rooms and as such it tends to attract the tourists by the coach load. That said all the rooms have been redecorated and it feels a completely different place to a year ago. The rooms are clean and the service very good. Breakfast is excellent. Beware as usual when paying the bill not to chose the option to pay the bill in your local currency because as with many hotels they try make profit by having an exhorbitant exchange rate. They do allow the option to pay in sterling however.

  • Stayed June 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MFiVienna
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Justin J, Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, 26 June 2014
Dear MFiVienna

Thank you for your recent stay and feedback on the Kensington Close hotel.

Thank you for noticing the changes, a lot of time and money has been spent on the hotel recently and there are still improvements being made.

Alas, the exchange rates charged when paying in foreign currency are set by the providers of the electronic financial transaction equipment. Although they can seem high to some, as there are no charges imposed by the card holders local bank (if the payment is made in their own currency), there are savings to be made, it is all dependent on which charges and exchange rates are implied by the card issuing bank.

I will be sure to pass on your praise to the team and we hope to see you again in the future

Kindest regards

Justin Jolly
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Chicago, Illinois, Usa
Level Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 25 June 2014

Stayed in this hotel back in late March 2014 for the beginning of a European trip. Arrived in London around 8am. Of course, the rooms were not ready. Management stored our luggage and my mother and I went sightseeing. Luckily, the hotel is in a prime area, near Kensington Palace and Gardens.

Finally, checked in around 2pm and was very surprised about the room in comparison to the ground floor of the hotel. The reception area, lounge, bar and dining area were very elegant, very spacious and spotless. Okay, I'll give the room was very clean, but it was small. Only two full size beds and dresser with the TV could fit in the room. Yet, there was a 3-foot space that stepped up to a window with a view of other windows of the hotel or maybe private homes. I'll give that the rooms were only set up to sleep in. They did their function.

I'll recommend this hotel if you only need a place to sleep, but check out immediately the next morning.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Wilma P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Justin J, Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, 26 June 2014
Dear Wilma P

Thank you for your review on the Kensington Close hotel.

It’s great to read that you found the hotel to your liking albeit cosy. We do have lager rooms available in the hotel, prices and details are available on our website.

If you are traveling to London in the future, we would love to welcome you back.

Kindest regards

Justin Jolly
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Espoo, Finland
Level Contributor
106 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
Reviewed 24 June 2014

Booked this hotel because of the location through British Airways for a long weekend in London after reading mainly positive reviews.

Reception was courteous, effective. Public areas are really great and spacious. The whole athmosfair is clean and beautifull. Not 5 star but still... The service is good and pretty fast. Breakfast is very good. Surprising was that in such a big hotel, even the breakfast service functions so well. But to get it done, there are so many waiters running around in the breakfast hall. The lounge bar was also nice with proper service but the prices pretty high. Room service offered for some items well lower prices.

We booked standard double as did our friends who arrived few hours before. We were upgraded to executive double at arrival and found ourselves in very small room. Our friends had standard double and when we saw it, this tiny room did not look at all bigger than ours. However, we had few centimeters wider space between the bed and the table. Either of the rooms were not provided with mini bar. Having executive meant we got free wifi for the two first days, but that service stopped at the end of the second day of our stay. There was free internet available in the ground floor so that normal basic things were possible such as email, flight internet checkings etc.

The rooms and bathrooms were new, utmost clean and quiet. Bed was good and gave a good sleep. They had floors covered by fabric carpets, same thing in the corridoors. Now everything was bright and clean but how is that going to be after some years...

We can recommend this hotel due to it's location, service and clean new athmosfair to visitors who do not mind tiny rooms, payable wifi.

Room Tip: The room sizes do not vary much between standard and executive doubles. Wifi is free to executive on...
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  • Stayed June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ekuvita
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Justin J, Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, 25 June 2014
Dear ekuvita

Thank you for your recent stay with us and your feedback on the Kensington Close hotel.

It’s great to see that you enjoyed your time with us and you found the hotel to your liking.

Although there isn’t a massive difference between the room sizes (details on the website), I hope you enjoyed the added touches made to the Executive rooms which have been recently refurbished, are provided with Molton Brown toiletries, hot chocolate and biscuits, etc.

I will be sure to let the team know of your very thoughtful comments and hope that you will return to the Kensington Close hotel next time you visit London.

Kindest regards

Justin Jolly
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Telford, United Kingdom
Level Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 24 June 2014

Single room was clean, compact and quiet with effective air con slept well.

Staff generally helpful. Housekeeping needs attention (I found towels to be old, shapeless and scratchy) On second day amenities had not been replenished, used towels unchanged and mattress pad had not been straightened. These are localised problems associated with 1 hasty cleaner.

Disappointed that the wifi (charged at 10 pounds for 24 hrs access!) was VERY weak signal which could not connect at all by 11.15pm.

  • Stayed June 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank KIA57
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Justin J, Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, 25 June 2014
Dear KIA57

Many thanks for your review on your stay at the Kensington Close hotel,

It was great to see that the room met your requirements and that you slept well.

I will be certain to relay your comments to the relevant people to address the concerns raised; we are already looking at changing the supplier of the linen.

Kindest regards

Justin Jolly
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
York, United Kingdom
Level Contributor
24 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 24 June 2014 via mobile


We are currently staying at the hotel for 3 months. Very dissapointed by the quality of the rooms. I'm afraid this isn't 4 star standard at all.

The room we have is matchbox size, poorly furnished and the mattress is extremely uncomfortable. Furthermore the Internet offer is misleading. The website suggests it is free for guests but it isn't. When we attempted to clarify this, staff were rude.

If you're keen on location then stay here otherwise there are many better options in the neighbourhood.

Stayed June 2014, travelled with friends
Helpful?
1 Thank A A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Justin J, Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, 1 July 2014
Dear AA,

Please contact the Duty Manager in the Hotel so that we can discuss and resolve the issues you have reported. Following your post on Tripadvisor, I sent you a message but have yet to receive a reply.

Kindest regards
Justin Jolly
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

Travellers are raving about these London hotels

Melbourne, Australia
Level Contributor
50 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 24 June 2014

This hotel was sold to us as location, location. It is indeed in Kensington, 2 minutes from the High Street shopping centre but unless you have heaps of time it’s too far to walk to London’s main attractions. There are buses and a tube station nearby however.

The hotel looks attractive, it has a very nice lobby, dining room, bar, seating areas and many conference rooms. But be careful of what type of room you book.

Read the many complaints about the size of the rooms and their reply is that they are cosy and exceptional value for money. I can’t agree, they are not cosy, they are pokey and are definitely not value for money.

Basic room
Advertised size – They don’t say.
Why even build bedrooms this small, let alone charge premium price for them.
The blurb says this room is cosy and compact. It might “just” be ok for a single, but we unknowingly booked it for a twin. The two beds are butted up against each other, making in effect a double bed.
The end of the bed nearest the door was only inches away from the wall and to get to the bed nearest the window you have to shimmy sideways past the end of the other bed (if you are a large person, forget it) or clamber over the other bed. There was nowhere to put our suitcases and we were constantly falling over them trying to get to the door.
In the half of the room without the beds, you can stand with your arms outstretched and touch both walls.
The bathroom is tiny.
If you have ever been on a cruise ship in a standard cabin, well, I believe the cabin is actually larger – at least you can put your suitcases under the beds.

Superior
Advertised size – 17 to 20 sq metres
We stayed one night in a superior room. Don’t get too excited, these rooms are still tiny and pokey but at least the beds are not butted up against each other and you can walk behind the ends of them (just)
The room was hot and stuffy, and the air conditioning had absolutely no effect.
The rooms are not very soundproof, we could hear the people in the next room and the hallway.

Executive
Advertised size 20 – 24 sq metres
If you really want to stay in this hotel and want an acceptable size room I suggest you book an executive room.

They advertise WiFi, but it is not free unless apparently you are staying in an executive room.
Except for the doorman who was very helpful, the staff have a standoffish and self important attitude and have a poor command of English. On two occasions I witnessed reception staff being quite rude to people whose command of English was not up to their own standard.
The traditional English breakfast was ok but get down early for breakfast. One morning we had breakfast at 8.30 and the staff were finding it hard to cope as it was very busy. We had to ask for coffee and then had to wait quite some time. I saw several people becoming agitated because they couldn’t get their morning coffee. At one stage they ran completely out of the little jam containers and also bread for toast.
This hotel is rated four star. Most three star hotels I have stayed in I believe are far better than this.
Overall, this was the worst hotel we stayed in during our six week holiday.

  • Stayed June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Avntheothers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Justin J, Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, 24 June 2014
Dear Avntheothers

Thank you for your very detailed review on your recent stay with us.

It was disappointing to hear that you were not overly impressed with your stay here. I have checked our website as I was quite taken aback by your comment that the room size for the standard room wasn’t advertised but can confirm that these details are on the website. Having booked through an agent the details may not have been shared by them prior to your arrival.

I have fed back your comments with regards to the areas mentioned with regards to staff and breakfast to the relevant heads of department to address with the team.

Although not situated in the very centre of London, The Kensington Close hotel is ideally situated for attractions such as the Royal Albert Hall, Kensington Palace and the Royal Gardens of Hyde Park, Holland Park and Kensington, with excellent transport links to the heart of the city.

Once again, thank you for your comments and sorry that we were not able to meet your expectations on this occasion.

Kindest regards

Justin Jolly
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Norwich, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 23 June 2014

Hotel rooms were small, however recently renovated to a high standard. Staff were extremely friendly and helpful. Great location, short walk from Kensington high street tube. Perfect stay for either business or social trip.

  • Stayed June 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sam R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Justin J, Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, 24 June 2014
Dear Sam R

Thank you for your feedback on your stay at the Kensington Close hotel.

It’s great to see that you enjoy the changes we’ve made so far. I will be sure to convey your compliments to the team.

We hope to welcome you back in the future.

Kindest regards
Justin Jolly
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn London - Kensington

Property: Holiday Inn London - Kensington
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:
#70 Spa Hotel in London
#357 Luxury Hotel in London
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Holiday Inn London - Kensington 4*
Number of rooms: 708
Official Description (provided by the hotel):
Holiday Inn London - Kensington 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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