Very basic room. 18" open-fronted wardrobe with no drawer space at all. 1 stool to sit on, bed occupied most of the space in the room. Tiny 3-cornered wash basin mostly obscured by fixed tap-mixer so impossible even to wash face. "Bathroom accessories" turned out to be 2 toilet rolls and one half-empty bottle of handwash in the shower ! Two small towels were thrown on the bed, apparently they should have been shaped into a flower !
The beverages available in reception turned out to be a small plastic cup (it took two of them to fill a mug and, although I understood from reading other reviews a breakfast pack was available, this was not offered to me.
All my complaints were refuted with "We are a budget hotel" and I had to complain twice before I was granted a fresh bottle of handwash and a replacement shower/shampoo bottle for the shower.
The price advertised in reception was £75 per night and I had agreed to pay £157.60 for 2 nights on the Internet. I found £189 had been deducted from my card as under "Cancellation" a further 20% Tax of £31.50 had been added makine the real cost £95.50 per night ! When I queried the price, the receptionist said "You're staying in one of my favourite rooms in the hotel " When I asked her if she would pay £95 a night to stay there she said "Well, you are in London !"
As a regulare traveller to London, I feel this hotel is being very misleading and the staff made me feel a second-class citizen and I feel very angry that I was duped into paying dearly for the priviledge. I can only advise anyone to avoid staying at this hotel.
Impossible as I say many youth trips staying at this hotel and I imagine all the rooms are the same.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 9, 2012
Thank you for taking the time to write a review, your review enables us to better our services for future guests.
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We provide complimentary hot beverages at reception, cups are provided for our guests, you have access to the machine 24/7 and can drink as many hot beverages as you desire. If you wish to bring your own mug you can fill it up as many times as you want.
When you make a reservation online, before you enter your credit card details you will see the total price of the room, as like an airline prices fluctuate depending on supply and demand.
We at Kensington West are centrally located and provide a friendly atmosphere for you to enjoy your stay in London.
We provide complimentary toiletries for our guests to use while they are staying with us. Upon you informing a member of our team that your hand wash bottle was half full they replaced it with a full bottle. Our housekeeping department have been re-informed to make sure that our complimentary toiletries bottles are full at all time. Sorry for the inconvenience this caused you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.