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“Hilton, Kensington-London” 2 of 5 stars
Review of Hilton London Kensington

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Hilton London Kensington
4.0 of 5 Hotel   |   179-199 Holland Park Avenue, London W11 4UL, England   |  
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Ranked #513 of 1,065 Hotels in London
Brussels, Belgium
2 reviews
Reviews in 2 cities Reviews in 2 cities
“Hilton, Kensington-London”
2 of 5 stars Reviewed November 4, 2013

Although my room was large, comfortable and clean, overall I was not impressed by this Hilton at all. It is certainly not worth the price paid. Breakfast is extra at £15 and there is no free wifi in the rooms, though it is available for a staggering £15 extra per day! The a/c in my room was noisy, even when switched off it seemed. My colleagues room was very small and much less comfortable. Also, they do not accept Mastercard and require you to pay on arrival. The staff were mostly very friendly and helpful and it is reasonably well served by public transport. Overall, I would not return here.

  • Stayed October 2013, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
kevin_byrnes1, Director of Operations at Hilton London Kensington, responded to this review, November 12, 2013
Dear Reviewer,

Thank you for taking the time to complete a review of the Hilton London Kensington on Tripadvisor.

I am delighted to note that you found the hotel to be spacious and clean. The hotel in line with other Hilton Hotels and Resorts offer complimentary wifi in the public areas in addition to in room for our Hilton Hhonors Diamond and Gold members.

Breakfast is available at a discounted price of £12 on occassion when bought in adance from our Front Desk upon arrival and for £18.95 at all other times.

The hotel accepts all major credit cards including Mastercard as with our other Hilton properties.

Once again thank you for your comments and I am sorry we were not as you would have expected.

Kind Regards,

Kevin Byrnes
Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,203 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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English first
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 5 cities Reviews in 5 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed November 4, 2013

Stayed for 4 days/3 nights 30/10 to 02/11 on a half term sightseeing trip with the kids. Booked two twin rooms via Expedia to give us a bit more room, got a deal with breakfast included which worked out much better value than paying for breakfast on arrival. Price overall wasn't bad given it's London.

Location is fine, 5 minutes walk to Shepherds Bush underground and a short Tube trip along the Central Line to the majority of the popular London attractions. Adjacent to the underground are the Westfield and West 12 shopping centres, loads of shops and restaurants here.

Requested adjacent rooms beforehand, on arrival the receptionist said we could have interconnecting if we were happy for one of the rooms to be King size bed instead. We accepted this, which was much more convenient. Rooms are a bit small but pretty well appointed. Big flat screen TV, iron/ironing board, hairdryer and safe in wardrobe. Bathroom was again a bit small but did the job. We were on the 1st floor at the front but didn't really get disturbed at night, heard sirens one night but no different to home really.

Service from reception and concierge was very good, polite, friendly and helpful. Service at breakfast was a bit patchy, didn't seem able to cope with the restaurant being full so a long time for tea/coffee to arrive and plates to be taken away, also ran out of bacon and eggs on Saturday morning which took a while to be replenished. Bar service was fine, however a 10% "discretionary" service charge was added on in a seemingly inconsistent way, i.e. by some but not others and irrespective of whether I went to the bar to get my own drink or opted for table service.

Breakfast itself was fine, self-service and plenty of choices. Bar drinks were a bit expensive (£4.50 (+10% occasionally)) but this is London after all.

I would definitely return providing the price hadn't gone up!

  • Stayed October 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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London, United Kingdom
Contributor
16 reviews 16 reviews
4 hotel reviews
Reviews in 11 cities Reviews in 11 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed November 1, 2013

Not very impressed at all! Rooms were small for the price but clean. The restaurant was closed in the evening although advertised as open on the website. We decided to fill up at breakfast but for approx. £25 a head - a café down the road would have been far better value.

  • Stayed October 2013, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
kevin_byrnes1, Director of Operations at Hilton London Kensington, responded to this review, November 12, 2013
Dear Reviewer,

Thank you for taking the time to complete a review of your stay with us on Tripadvisor.

I am disappointed to read that your stay was not as you would have expected and I have passed the comments to my Executive Head Chef to review the breakfast box offering and make changes where necessary.

Our West 11 restaurant is closed on Sunday evenings and the Avenue Bar serves a wide variety of dishes to ensure there is a dining outlet open within the hotel in addition to Room Service at all times.

Kind Regards,
Kevin Byrnes
Director of Operations
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New York City, New York
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed October 30, 2013

Unequaled service from Concierges ANTONY LYNCH, TIM QUOY and Food & Beverage Manager ANDREW PINFOLD . . . each of whom came up with excellent business and personal suggestions and were outstanding. Highly satisfied in a first rate hotel in a great London neighborhood. Mr & Mrs B, New York

  • Stayed October 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ottawa, Canada
Contributor
13 reviews 13 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed October 29, 2013

We recently stayed at the Hilton Kensington and the whole hotel should be refurbished. First room we had was missing a security latch on the door. Switched to a second room and we found that there wasn't enough space in their basic room for the big suitcases and upgraded to another room. Well, this room had problems with the air conditioning. The motherboard was shot and they didn't have any other to fix it that night. The engineer fixed it for the night and offered to have us moved the following day. Also we asked for a room in the back as the room was on Holland Park Ave. (ambulances, police, drunken persons and dog barking during the night). We were moved the following day into another room and at least the room was in the back but every time we would flush the toilet it was almost like a machine gun going off and the previous room it was like a train going through the room. We were going back at the end of our trip to this same hotel so we had upgraded before we left to ensure that we would have a good room. Well, we were told that it was a quiet room but again, it was on Holland Park Ave., and the a/c worked for one minute and then it was broken again. My husband went back to the Reception Desk and the person working there threw new keys to him. It was as if we were not welcome. This is our second time back to London and we don't think that we will be going back.

Room Tip: Do not choose a regular room. Please upgrade because the regular room is not spacious at all. Ask...
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  • Stayed September 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
kevin_byrnes1, Director of Operations at Hilton London Kensington, responded to this review, November 12, 2013
Dear Reviewer,

Thank you for taking the time to complete a review of your stay with us at the Hilton London Kensington on Tripadvisor.

I am disappointed to read that you found the hotel below your expectations. This year we have completed many new projects including the replacement of more than 400 of the hotels televisions with HD large screen set's, all the hotel's mattresses, refurbished three of the hotels bedroom corridors and enhanced various aspects of many of our rooms, in addition to the continual room care programme to ensure all is working correctly. We will continue to invest in the hotel over the next year with enhancements to our meeting room space and continued focus on our guest rooms which will further improve our guest experience.

Kind Regards,

Kevin Byrnes
Director of Operations
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Arbroath, United Kingdom
1 review
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed October 29, 2013

During the stay I had an accident caused by a poorly secured carpet on the exit to the bathroom. This resulted in a severly bruised shoulder and a large cut on my head. The follow-up was very poor from the hotel, with the call and communication of accident investigation informarion not occurring in the way indicated. I was left feeling that they did not care once I was out of the building.

  • Stayed October 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
kevin_byrnes1, Director of Operations at Hilton London Kensington, responded to this review, November 12, 2013
Dear Reviewer,

Dear Reviewer,

Thank you for taking the time to complete a review of your stay with us on Tripadvisor.

I am aware you have been in contact with Holly Randall from the hotel and the matter is being dealt with regarding your stay at the hotel. I am sorry you feel it has not been handled in an appropriate way and should you require any further assistance, please do not hesitate to contact me directly.

Kind Regards,
Kevin Byrnes
Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Doha, Qatar
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed October 28, 2013

We needed a hotel within fairly easy reach of the Hammersmith Apollo, where me and my husband were going to see Nick Cave and the Bad Seeds. It definitely ticked that box, being just 3 stops away on the tube. However, although the hotel is located in the borough of Kensington and Chelsea, it would be more accurately called Hilton London Shepherd's Bush. Anyone staying here hoping to pop round the corner to Harrods would be disappointed.

The hotel had good and bad points...

Good: very large and comfy bed; helpful and welcoming bar manager; good choice of breakfast available

Bad: room a bit bland and quite small; restaurant understaffed at breakfast so we had to chase our coffee; and worst of all, no free wi-fi in the room, which, when you're paying a premium to stay in the Hilton, is a real rip-off. On this basis alone I probably wouldn't stay here again.

Oh and one last thing: the map on the hotel's website does show the nearest tube stations, but in the written directions, advises guests to take a taxi to the hotel from the London airports. Do they think trains are beneath them or something? Ridiculous!

  • Stayed October 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton London Kensington

Address: 179-199 Holland Park Avenue, London W11 4UL, England
Phone Number:
Location: United Kingdom > England > London
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Wheelchair access
Hotel Style:
#302 Luxury Hotel in London
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton London Kensington 4*
Number of rooms: 601
Official Description (provided by the hotel):
The Hilton London Kensington is located close to a lot of London event venues and some great shopping too. Only about a 7-minute walk from Holland Park underground station and one of the main central tube lines, Hilton London Kensington is surrounded by places to eat, drink, shop, and watch bands. There is always comedy or music at the Hammersmith Apollo - a simple walk away, or sporting events at Wembley stadium - a short train ride away. And with the modern, well-stocked Westfield shopping center located just across the road, when you stay at Hilton London Kensington you can shop all day. Whatever you chose to do in your spare time, the hotel itself is bright and airy. All the rooms have an LCD flat screen TV and a mini bar. If you don’t want a night in, relaxing in your comfortable room and don’t want to venture too far either; choose to dine in the romantic West Eleven restaurant after making the most of the 24-hour gym and the relaxing sauna and steam room. Staying at the Hilton London Kensington is about making the most out of your time in London. ... more   less 
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Also Known As:
Hilton London Kensington Hotel London
London Hilton
Hilton Kensington
Hilton London Kensington England

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