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Premier Inn London Kensington (Earl's Court) Hotel
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Reviews (3,881)
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1,791
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All reviewstube stationmeal dealfamily roommain buildingthe royal albert hallthe natural history museumdistrict lineminute walkexcellent locationgood nights sleepheathrow airportlight sleeperstayed here for nightsnight's sleepbreakfast was excellentdouble bedhyde park
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1,628 - 1,633 of 3,881 reviews
Reviewed 26 July 2014 via mobile

I'm extremely disappointed! I booked a room at this hotel as a thank you to my mum! I booked us a twin room to ensure we had our own space, I didn't think to check as it was an option available on the website.

When we got to our room it was a double bed and a sofa bed. To me this does not class as a twin room.

We went down to reception to be asked to be given what we requested, a twin room, to which the colleague was very rude and stated that this was the only option at this hotel. She also followed this up by telling us that the room size was small therefore what could she do?

We spent about 5 minutes arguing our point but she didn't seem to care, only to shrug her shoulders.

I asked to speak to a manager and she went the office to bring one out.

The manager that came over listened to what we had to say only to advise that this was the only option, when we explained our case and the fact that we are a mum and daughter and didn't want to share a bed, she simply stated "can one of you not just sleep on the sofa bed?"

When we said AGAIN that we reserved a twin room she simply said "what do you want me to do about it?"

She then offered us two choices to either get a full refund and cancel the reservation (we are visiting from scotland) so this wouldn't be possible or to stick with the room!

Her customer service skills were disgusting and we felt very upset with the lack of care, all because there was a big queue.

The only thing she could offer was complimentary breakfast, however as we had already booked that all she said was we will refund it. I Don't think that solves the problem.

We then waited for a refund for 10 mins to be told they were extremely busy and they would credit our account and we could pick the receipt up when we left!! Disgusting customer service!

We book with your hotel because we love your beds so much and knew we would have a good night sleep!

I think if you cannot offer a twin room this should be stated on your website.

This has now put a dampener on our weekend.

So much for good night sleep guaranteed!!!

  • Stayed: July 2014
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1  Thank XMrsP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 July 2014

Awesome location very short walk from Earl's Court Tube station. Modern clean bathroom. Room small but adequate (we were in a family room with a double and two singles). Breakfast value for money, wide selection of options, all you can eat and kids eat free. Friendly helpful staff. Overall very happy, thanks.

  • Stayed: June 2014, travelled with family
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Thank LoveMyOliveOyl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 July 2014

Excellent location very close to Earls Court Station. Slightly pricey but lives up to Premier Inn standards. Worth visiting nearby bars & restaurants for food & drink. Service excellent & staff very helpful.

  • Stayed: July 2014, travelled as a couple
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1  Thank Mark F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 July 2014

Leon, Janice and Marlon thank you for being so helpful. Arrived early~ not a problem ~ could not find friends ~ you did try to locate them at other Premier Inn in area. They had not booked inn ~ woop's sorry, your humour smiles and wit made our overnight stay much more fun.
Hotel is a 2 minute walk from the underground, close to a top eating area oh and good pub too. A 15/ 20 minute stroll to Natural History museum and V&A. Room decent size and clean, aircon good, breakfast lovely. The hotel is over rail lines but don't let that put you off. We didn't hear them.

Stayed: June 2014, travelled as a couple
1  Thank Paula P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 July 2014

The room had everything we needed and was spotlessly clean.The location was ideal for easy access to places of interest and to the airport and London underground. Staff Were very helpful and friendly.

  • Stayed: June 2014, travelled as a couple
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2  Thank Desmond G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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