Where, oh where to begin.
Let's start with the fact that even though you're paying a couple hundred bucks a night (CAD$), and then you pay extra for the executive upgrade, you still do not get so much as a kettle for tea or coffee in the room. Make no mistake, the room is pretty and everything, but I stayed in a cheap dive motel that gave me a kettle, tea, and coffee. This place did not. Not wanting to pay £12 for breakfast per person, we chose to go around the corner for a good inexpensive cafe breakfast
We can also discuss the fact that their self-promoted "eco awareness" is a sham. They say "put towels in the tub if you want them changed". We did not, but they changed them anyways.
But the big one of course was when we put a 'do not disturb' sign on the door, And housekeeping came in despite this. Then they rearranged some clothes, INCLUDING SOME OF MY WIFE'S UNDERGARMENTS, and others just got tossed onto the bed. Of course, I went straight to the evening front desk "manager", who at least acted appropriately shocked.
When I went back to the front desk in the morning to follow up, the woman there was completely and utterly dismissive of my concern, stating that "housekeeping probably just saw the tag, and thought it was the one that said make up the room". She totally ignored the fact of my wife's undergarments being re-located. The overall sense of her attitude towards me came across as "I don't care". I am only glad that my wife and I were not otherwise occupied when housekeeping entered our room.
I have stayed at this property before, and it shows every sign of a hotel that has stopped caring. Little things like signs with burned out light-bulbs (on the outside of the building). The railings in the elevators coming loose (2 of the 3 elevators). No one at the concierge desk. Ever. The reason we went back is because the first trip was so far above par it was silly. This one was so far below grade, I will never go back, and in fact will go to lengths to dissuade my friends and associates from ever frequenting this property.
The service is rated poor because of the handling of our matter by the staff. Value is poor because of the same, and because of the lack of care and attention (they charge top dollar, they should offer top service), plus the cost of the breakfast (most hotels in the UK include breakfast). The rooms rating suffered for the same reason
- Official Description (provided by the hotel):
- Newly refurbished modern hotel located on Bayswater Road with the tranquility of Hyde Park and Kensington Gardens opposite, and within walking distance to Paddington, Oxford Street, Kensington, Notting Hill and Edgware Road, the hotel is ideally placed for business or leisure. Good transport links ensure that the city and theatres are also within very easy reach. All Deluxe and Executive bedrooms are located at the front of the hotel and have amazing views over Kensington Gardens and are available at a supplement. ... more less
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- Also Known As:
- Thistle Kensington Gardens London