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“Booking debacle saved by Adrian the Duty Manager” 4 of 5 stars
Review of Kensington Close Hotel

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Kensington Close Hotel
4.0 of 5 Hotel   |   Wrights Lane, Kensington, London W8 5SP, England (South Kensington)   |  
Hotel amenities
Ranked #589 of 1,049 Hotels in London
Nottingham England
Contributor
19 reviews 19 reviews
14 hotel reviews
Reviews in 17 cities Reviews in 17 cities
40 helpful votes 40 helpful votes
“Booking debacle saved by Adrian the Duty Manager”
4 of 5 stars Reviewed October 12, 2013

I stayed at Kensington Close Hotel for 2 nights 9/10 Oct 2013. A family trip to London to collect my eldest sons' Gold D of E award. The booking was made via Hotelstayuk, who unbeknown to us laid off the booking to another company Travco, who placed the booking with the hotel.

Day1 Arrival:- A bit of confusion at the desk, Hotel staff only had a booking for 2 rooms 1 night. Luckily I had the Hotelstay voucher to hand. All sorted phew.!

Day 2:- All is well D of E award collected, HRH, nice chap, even saw Bill Clinton doing some shopping. Back to the hotel 2PM. Room cards not working, toddle off to reception to be met by Christina who's only explanation was that "you're not booked in, the hotel is full and that Concierge would to escort us to the the rooms in order to clear our stuff out. (Good way to talk to guests?). After asking to see the Manager several times it was time to raise voices, Christina had got it, finally.
We were greeted by Adrian the Duty Manager. Adrian was gone an hour with our paperwork, and conspiracy theories ran wild in our minds. What if he accidentally shredded the paperwork instead of photocopying it, we were stuffed. Anyway after 1 hour Adrian reappears , all is sorted and he enlightens us on the process between Hotelstay, Travco and the hotel. A multi layered approach is the simplest way to describe it. 38 minutes on hold with Hotelstay and Travco,Great, glad I wasn't paying for that call.!
Anyway it was sorted thanks to Adrian who kept us in the same rooms etc. Pity about the receptionists initial response. Thanks Adrian.
As for other reviews I'd read, yeagh the kids stayed in a twin room, it was bit small, but perfectly good, clean and tidy. We had a double room on the 8th floor, perfectly good, standard size, clean and tidy. Breakfast was included, same again, all good, buffet style, couldn't fault it. Tip of the day, if you need a taxi walk 100 yards unto Kensington High Street and flag one down much cheaper than getting the hotel to call one, staff are honest and will tell you this anyway. Left luggage is a discretionary £1 a bag and your gear is safe, well worth it. The underground is only a 2 min walk away. P.S. the hotel bar is very nice but you won't get drunk unless you're on expenses, typical prices I'd say, not extortionate. and the million dollar question, would I return ? A:- Yes, Adrian you're a star.

  • Stayed October 2013, traveled with family
    • 4 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
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Kensington Close Hotel, responded to this review, October 26, 2013
Dear Blidworth,

Thank you for your feedback regarding your stay at our hotel. We value all feedback whether it is positive or constructive. It is through such communication that we are given an opportunity to evaluate our performance, and focus on the areas that need to be addressed, ensuring we deliver the standard of service that our guests have come to expect from us.


Kind regards,

Laszlo Nyari
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,130 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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Pottstown, Pennsylvania
Contributor
15 reviews 15 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed October 11, 2013

Rooms are very tiny, and need some updating. Was disappointed in the room vs. the Lobby. The staff was very friendly and helpful. The Bar Lounge had good food, but over priced. The bar didn't have a good selection of Beer and was a little weak on making mixed drinks. Over all it's close to the tube and has a very helpful staff. I didn't like paying 10 pounds for internet. They do have thin walls, so if you get a loud person next door, like we did, I didn't get good sleep.

  • Stayed October 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Kensington Close Hotel, responded to this review, October 26, 2013
Dear Tina B,

Thank you for your feedback regarding your stay at our hotel. We value all feedback whether it is positive or constructive. It is through such communication that we are given an opportunity to evaluate our performance, and focus on the areas that need to be addressed, ensuring we deliver the standard of service that our guests have come to expect from us.


Kind regards,

Laszlo Nyari
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Union, NJ
Contributor
20 reviews 20 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed October 11, 2013

This hotel has a great location and fabulous lobby. The room is a little shocking(from American Standards); just think dorm room. The room was narrow and hit you in the face the minute you opened the door. It was two of us in the room. I measured its width by my wingspan and was amazed to see that a good stretch either way and I was touching the wall and I am only five feet tall. The bathroom was very narrow as well but it seemed a bit more comfortable and had more open space than the room itself. It could have been due to the white color. Please note: your room card key is the way to turn on and keep the electricity on in the room. It must stay in the slot. You really could not spend or shall I say it may not be comfortable to spend more than an hour in there without being really preoccupied. It served its purpose as it was only a one night stay as I was on my way to Amsterdam in the morning. All that said it was a good stay in a great location. The neighborhood is bustling and High Street Kensington has everything! It is a long street with a tube station that is right around the corner from the hotel. All buses have stops on the street and they go everywhere. There are many shops on the street from clothes, to shoes, to pharmacies. There is a huge Whole Foods with a great food court made up of the most delicious different eateries or restaurants actually. Again, this hotel will serve you well is space if not an issue. Oh yeah, there is a classic red phone booth right in the front of the hotel.

  • Stayed August 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 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.
Laszlo N, Manager at Kensington Close Hotel, responded to this review, October 26, 2013
Dear NyasaK,

thank you for taking the time to provide us with your feedback. Regarding the size of your room, we do offer a variety of room types with different sizes and styles to accommodate the tastes and budgets of different guests. if space is so important to you, may I suggest in the future that you book one of our Executive Club Rooms or Suites where you may feel a lot more comfortable.


Kind regards,

Laszlo Nyari
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Moniaive, United Kingdom
1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed October 11, 2013

We stayed in this hotel for one night in Sept, having stayed there in the past for business, but before the multi-million upgrade. This experience led me to agree with a number of the more negative points raised in previous reviews on this site.

We had a number of minor gripes, not sufficient to ruin the stay, but numerous enough to warrant an email to the hotel when we returned home. My main complaint is that my email, which I have forwarded now on three occasions, has gone completely ignored. Perhaps a minor point, but certainly not an indication that this hotel makes customer service and feedback a priority.

As other's have suggested, the location of this hotel is excellent, five mins walk from Kensington High Street and subway station. As mentioned above, we encountered some minor issues.

Pre-payment was lifted for our stay on arrival, but then this sum was not used to pay the bill, therefore (for the remainder of our trip) meaning that a double payment was lifted from my account. Not a major issue, apart from I was met with, at best, an arrogant sneer from the member of reception staff this was raised with. He told me that no such pre-payment had been lifted and I was forced to phone my bank to confirm that it had been. Another indication of an attitude to customer service.

Otherwise, rooms are indeed tiny. Or, at least, our Executive Double Room was tiny. The hotel would suggest that if you want something larger, you should book something grander than that which they describe as an "Executive Double Room". Whilst the booking said the room had an ensuite bathroom, it was in fact a shower crammed into an afterthought of a cupboard.

There were a range of other gripes, but I'll leave it at that. If you book here, wi-fi internet and use of the pool / leisure facilities will come at extra cost. And, should you wish to feedback to the hotel afterward, don't expect to receive a response!

  • Stayed September 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Kensington Close Hotel, responded to this review, October 26, 2013
Dear LuciensG,

Thank you for your feedback regarding your stay at our hotel. We value all feedback whether it is positive or constructive. It is through such communication that we are given an opportunity to evaluate our performance, and focus on the areas that need to be addressed, ensuring we deliver the standard of service that our guests have come to expect from us.


Kind regards,

Laszlo Nyari
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
4 of 5 stars Reviewed October 10, 2013

This hotel is in a great location in Kensington. The staff were all polite and helpful and nothing was to much trouble. The room was very clean and modern. I dined in the restaurant with friends and the food was exceptional as was the waiters. The position is excellent as it is only a five minute walk from the train station and also bus stops into the centre of London. Shops and hotels and eateries also one block away.

  • Stayed September 2013, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Kensington Close Hotel, responded to this review, October 26, 2013
Dear 920Jenny,

Thank you very much for your kind comments regarding your room and the service provided by our staff. I sincerely hope we shall have the pleasure of welcoming you back with us in the near future.


Kind regards,

Laszlo Nyari
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Widnes, United Kingdom
Senior Contributor
27 reviews 27 reviews
18 hotel reviews
Reviews in 13 cities Reviews in 13 cities
22 helpful votes 22 helpful votes
3 of 5 stars Reviewed October 10, 2013

Located just off the Kensington High Street and just past the EMI Head Offices, this isn't too bad for the price (compared to other London hotels.)

The hotel has just undergone a multi million pound refurb but it isn't finished yet and there is some building work still on going. On my floor (7th) there were workmen walking round in their overalls and hanging out of the windows on mobile phones and the skip was underneath the windows so everything that was getting dropped in was echoing up between the buildings which was a bit annoying.

Other than that the hotel was fine as a base for a couple of days. The room was small. Very small. If swinging cats is your bag then this isn't the hotel for you. I don't know what the food was like because it was a bit beyond my expenses budget so it was off the the High Street were there are enough places to eat and save a few quid.

I've stayed in worse places and I would consider staying here again.

  • Stayed October 2013, traveled on business
    • 3 of 5 stars Value
    • 4 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.
Laszlo N, Manager at Kensington Close Hotel, responded to this review, October 26, 2013
Dear IanBrutus,

Thank you for your feedback regarding your stay at our hotel. We value all feedback whether it is positive or constructive. It is through such communication that we are given an opportunity to evaluate our performance, and focus on the areas that need to be addressed, ensuring we deliver the standard of service that our guests have come to expect from us.


Kind regards,

Laszlo Nyari
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Senior Reviewer
7 reviews 7 reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed October 10, 2013

Room was very small, when queried with the front desk, they told us we had actually been upgraded! I’d hate to see the room we should have got in the first place! We had to stop to let each other pass when moving around the room, dreadful!
That said, the room was newly refurbished and fairly quiet. Location not too bad, only 5min walk from Kensington High St./Station. Staff friendly and helpful, Breakfast was nice too. It would be okay if it wasn’t so expensive, because its not a 4 star hotel, in my opinion.

  • Stayed September 2013, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 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.
Laszlo N, Manager at Kensington Close Hotel, responded to this review, October 26, 2013
Dear FussyEater29,

Thank you for your feedback regarding your stay at our hotel. We value all feedback whether it is positive or constructive. It is through such communication that we are given an opportunity to evaluate our performance, and focus on the areas that need to be addressed, ensuring we deliver the standard of service that our guests have come to expect from us.


Kind regards,

Laszlo Nyari
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Kensington Close Hotel

Address: Wrights Lane, Kensington, London W8 5SP, England
Location: United Kingdom > England > London > South Kensington , Kensington and Hyde Park
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#59 Spa Hotel in London
#339 Luxury Hotel in London
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Kensington Close Hotel 4*
Number of rooms: 708
Official Description (provided by the hotel):
Kensington Close Hotel and Spa is a beautiful 4-star hotel centrally located near Kensington High Street tube station and a short walk from Kensington Palace & Gardens, Royal Albert Hall, Earls Court and the West End. Following a multi-million pound renovation the Hotel has 708 well-equipped non-smoking bedrooms including Executive Club rooms and Suites. Enjoy fresh seasonal dishes in the brasserie or a drink in the sunny private garden. Business traveller's appreciate the powerful WiFi service, wide ranging room service menu and an executive lounge for VIPs too. State of the art meeting facilities for up to 250 delegates are ideal for meetings, dinners and weddings. Shopping at Westfield and Oxford Street is a short distance away. The Health Club and Spa includes a fantastic new gym and an 18 metre swimming pool with sauna, steam rooms and jacuzzi. The Spa offers an enticing selection of massage, facial and beauty treatments with our expert therapists. ... more   less 
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Also Known As:
Kensington Close London
Hotel Kensington Close
Kensington Close Hotel London, England

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