This hotel was in a great setting, close to High Street Kensington station and overlooking Kensington Gardens, adjacent to Hyde park. It was a typical dreary, rainy London day when we checked in. We had just been traveling for the past 7 hours when we finally got to the hotel and checked in. The receptionist ( Gosnia) greeted us nicely enough but didn't even notice we were soaked to the bone OR that it was even raining out. (We mentioned we were tired and miserable, but glad to be there) It was a few minute before 2pm ( our actual check in time) but she said to have a seat and she would let housecleaning know that we needed priority so we could check-in. 45 MINUTES WENT BY! I went to the desk to politely ask when our room would be ready. I thought they might have forgotten about us but seeing how we had all of our bags with us in the lobby it was hard not to notice us! She checked again to see how long it would be but said housecleaning still did not clear a room for us. She offered my husband and I complimentary coffee which we accepted. 45 MINUTES LATER we still found ourselves sitting in the lobby! My husband (who has worked in the service industry for years) finally went to the desk to see what the issue was. The whole time we sat there we saw dozens of people checking in and being taken to their rooms. When he asked why we had to wait there a different receptionist ( Melissa) explained that it was friday and that they were busy!!! (This hotel has 390 rooms!) She finally conceded to the fact that we would not wait any longer and tossed a room key to us. No baggage porter was offered and we were left alone to drag our bags up to the 9th floor by ourselves. When we walked in, the first thing we noticed was that the AC was kicked on full blast. (London that day was in the 20's F.) The view was spectacular & the room was gorgeous but seeing it was so cold we turned up the heat and left to eat/see some sights. When we arrived back at the hotel later that evening the stench that came through the door was like a smack in the face! We found that the drain in the shower was the culprit and housekeeping had blasted the AC to cover the rancid smell. After much debating between ourselves we decided to close the bathroom door and open the window. It was already late and we couldn't afford to stay up waiting another hour or so for them "to open up a room"! (We had an early flight home the next day) Long story short, the room only got worse from there, the walls were paper thin and we heard quite a bit of commotion on all sides. In the morning the smell was so bad we decided to wake as early as possible to just get out!! Upon checking out we explained to Melissa and the other manager(?) that it was absolutely terrible. We then discovered that the room was directly below the chinese restaurant (which probably explained the smell) and right next to the laundry rooms (the noise). The manager just smiled and said "you should have told us and we could have moved you". Knowing that Melissa knew we had waited an hour and a half we explained that it wasn't an option to wait any longer for another room. We felt Melissa put us there in full knowledge of the terrible location and smell all because we had politely asked to not have to wait so long. With out so much as an offer to carry our bags out or offer a taxi to the airport they told us to come back and see them! I have never been so offended by a group of people in A SERVICE INDUSTRY! It was quite a pity b/c the hotel was beautiful and in a great location! I assumed we would get the 5 star treatment from a 5 star hotel but I was sorely disappointed. This was also our anniversary trip and If we hadn't prepaid for the room (months in advanced!) I would have happily gone to The Dorchester instead!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your comments with regard to your recent stay with us at the hotel. Apologies you had problems on check in. We were particulary busy on that day and some other guests had different room types allocated so were able to check in when they arrived. If we are made aware of issues re smells in the room we would always look to move you and can only apologise again you had problems with this in your room. We did look to give assistance with your bags but understood this was not required.
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We do take our service standards very seriously so can only once again apologise for the problems you encountered.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.