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“Disappointing experience” 1 of 5 stars
Review of Rydges Kensington London

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Rydges Kensington London
4.5 of 5 Hotel   |   61 Gloucester Road, London SW7 4PE, England (South Kensington)   |  
Hotel amenities
Ranked #420 of 1,049 Hotels in London
Boston, Massachusetts
Senior Reviewer
10 reviews 10 reviews
4 hotel reviews
Reviews in 9 cities Reviews in 9 cities
2 helpful votes 2 helpful votes
“Disappointing experience”
1 of 5 stars Reviewed October 8, 2012

We reserved a executive king room for three nights to learn upon check-in that there was no room available for the first night. (Remember the Seinfeld episode about reservations?) We were placed in a twin room in the basement with a flooding shower stall and an air conditioner which dripped all night long, despite alerting the desk of the problem (they claimed both issues were fixed...they were not.) Long story short, upon check-out, the manager took pains to point out she had discounted our reserved rate to...the normal rate for the twin in the dungeon! After much discussion, she knocked 25 GBP off the 168 GBP nightly twin rate. More should have been done, not to mention our reservation should have held the room we, ahem, reserved.

Room Tip: Do not accept a room in the basement!
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  • Stayed October 2012, 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
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JoannaCarruthers, General Manager at Rydges Kensington London, responded to this review, October 16, 2012
Dear AKL365,

I am very sorry to read about your experience during your stay at the hotel and I would like to apologise for this.

After further investigation I can assure you of the following:
Shortly after your initial complaint regarding the air conditioning unit and the shower, a call was made to our chief engineer who immediately came to the hotel (after finishing his shift).

The pump on the air conditioning unit was checked and temporarily fixed until a technician was able to come out the following morning and actually change the pump. The shower was also checked and found not to be blocked. Please be assured that our staff took all measures to fix the issues raised, unfortunately the pump could not be fully fixed by our staff, but this was fixed by the supplier as soon as possible.

I do want to address the issue of your reserved room type not being available for you to check into, this was poor management on the hotels behalf and I cannot apologise enough. The discount given to you was a gesture of goodwill from the hotel as a form of compensation for the inconvenience this has caused you.

We do hope we would be able to welcome you back in the future were I’m sure you will have a very enjoyable stay.

Best Regards,

Joanna Carruthers
General Manager
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684 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (191)
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scottsdale
Senior Contributor
25 reviews 25 reviews
9 hotel reviews
Reviews in 15 cities Reviews in 15 cities
25 helpful votes 25 helpful votes
5 of 5 stars Reviewed October 6, 2012

After spending hours searching for a hotel in central London, I chose thr rydges Kensington . The rooms were much larger than others and the staff was very friendly and accommodating. James at the front desk waited after his shift was over to return a lost item to us. That kind of consideration doesn't often happen. I will always stay here while in London.

Stayed October 2012
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JoannaCarruthers, General Manager at Rydges Kensington London, responded to this review, October 18, 2012
Dear ssummer913,

Thank you for taking the time to write this review. It is so pleasing to hear such positive comments about our staff, we will ensure that James gets recognition for this.

Thanks again and we look forward to having you stay with us again.

Warm Regards,

Joanna Carruthers
General Manager
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Sandys Parish, Bermuda
Senior Reviewer
7 reviews 7 reviews
Reviews in 4 cities Reviews in 4 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed September 30, 2012

Loved the hotel. Clean bright, high ceilings, small room but that a given in London. Would highly recommend. Staff was friendly and helpful. Only bug I have is internet is charged. Time to include it for free.

  • Stayed September 2012
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 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.
JoannaCarruthers, General Manager at Rydges Kensington London, responded to this review, October 18, 2012
Dear Benfairncambridge,

Thank you for posting your review, we appreciate your positive comments.

We look forward to welcoming you back in future.

Best Regards,

Joanna Carruthers
General Manager
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Toronto
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed September 24, 2012

We were able to check into the hotel quite early in the day which was great after a transatlantic flight. We stayed at the Rydges for 6 nights (August 29 - September 3 2012) and found the room to be quite small even though we didn't have the smallest room category. Service at the front desk was quite good but they should be more attentive to guests' baggage needs (both coming and going). As mentioned, the room is small and the air conditioning unit seemed to be too large for the small space and so blasted air even at the lowest fan setting. We faced onto the busy Gloucester Road so a/c was needed. The bed was very comfortable. TV was a good size but often we couldn't hear it over the noisy fan. The volume of the TV seemed to be limited so that neighbouring rooms aren't affected.

Rydges charges an exorbitant amount for Internet access so we made a daily trek to (one of a couple in the area) Starbucks for their free service. It's such a false economy to charge for wi-fi as it drives customers out of the hotel to spend money elsewhere.

The hotel is handy for walking to places like Chelsea and Kensington Palace as well as Hyde Park etc and Gloucester Road tube station is very close.

The shower was excellent but it was hard to keep the floor of the bathroom dry as the shower isn't fully enclosed by glass. Soaps, conditioners etc were of good quality.

We had a concern with housekeeping as the room wasn't being cleaned until quite late. The head of housekeeping told us that rooms with vacating guests receive first priority and that they couldn't clean our room earlier that day as there was someone in the bathroom (not true).

The step at the front entrance needs fixing as you step up then down over the threshold.

One more minor beef - Rydges Kensington calls itself a 'boutique hotel' which isn't strictly true as it's part of a large (mainly Australian) chain.

Room Tip: Get as large a room as you can afford.
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  • Stayed September 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JoannaCarruthers, General Manager at Rydges Kensington London, responded to this review, October 9, 2012
Dear mcresearch,

Thank you for your review, we will be addressing your comments regarding the housekeeping times and also our baggage service for guests coming into, and leaving, the hotel.

Unfortunately, being a central London hotel, our rooms can be on the smaller side. However we feel our recent refurbishment has made the most of the space we do have and we are proud of how our rooms now look.

We hope we can welcome you back to our hotel in future.

Best Regards,

Joanna Carruthers
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Mateo, California
Senior Reviewer
9 reviews 9 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed September 20, 2012

My wife and I stayed for just one night two weeks ago, midweek, in a suite. Very nice, comfortable, well-appointed modern room ---- but smaller than I expected, and I expected small! The "rain forest" shower is fabulous, everything is spotless and A/C worked very well; our room was completely quiet, overlooking the mews behind the property. Staff is very competent and efficient; service is crisp. We did not use the restaurant, but the bar is traditional and charming.

Location is very good for Kensington, Museums and West End...lots of restaurants, etc in immediate vicinity...gets less busy and more traditionally charming as you go north on Gloucester Road toward Hyde Park;

Our room rate was quite fair for location and room we had, but the weekend rates are steeper. Only thing irksome is the charge for use of hotel's wifi....₤5 for an hour!....the charge drops for daily or multiple day committment...but this seems excessive and unnecessary....a minor inconvenience for an otherwise excellent sojourn.

Would definitely recommend, especially for mid week, for Kensington location and/or need for a suite.

  • Stayed September 2012, traveled as a couple
    • 3 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JoannaCarruthers, General Manager at Rydges Kensington London, responded to this review, October 9, 2012
Dear rfc_avalon,

Thank you for your review, we are glad to see so many positive comments regarding the hotel and its facilities.
Regarding your issue with the internet rates, we do offer a 50% discount on the full daily rate for wired in room high speed Internet access when you sign up to our Priority Guest Rewards program. Perhaps this is an option for your next stay?

Best Regards,

Joanna Carruthers
General Manager
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Maryland
Top Contributor
63 reviews 63 reviews
13 hotel reviews
Reviews in 20 cities Reviews in 20 cities
34 helpful votes 34 helpful votes
5 of 5 stars Reviewed September 17, 2012

The short version: would stay here again, would recommend to a friend.
The Rydges is located in South Kensington, a few minutes walk from the Gloucester Rd. tube station. Lots of restaurants within a 2 block radius of the hotel and 2 grocery stores; the hotel restaurants are very expensive. (Stay away from Garfincle's - really awful.)
Like all London hotel rooms, the rooms at the Rydges are very small however it was fine as a home base. My room faced the rear, which meant it was very quiet. The room was spotless and had all the amenities I could want.
I strongly recommend signing up for their loyalty program, the discounts are worth it and you get a late check out.

  • Stayed September 2012, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 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.
JoannaCarruthers, General Manager at Rydges Kensington London, responded to this review, October 9, 2012
Dear elg80,

Thank you for your comments; we are very lucky with our location! We will ensure the housekeeping staff are congratulated on the excellent job that they do.

Thank you also for recommending our membership program, we are glad to see that this
system is working favourably for our valued guests.

Many thanks.

Joanna Carruthers
General Manager
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pontypool
Senior Contributor
23 reviews 23 reviews
11 hotel reviews
Reviews in 15 cities Reviews in 15 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed September 16, 2012

We Stayed at this hotel between Fri.07/09/12 and Sun 09/09/12.
On arrival the reception staff were helpfuland polite we were given room 107 which is on the first floor at the front of the hotel over looking Gloucester Road.
The room (double) was clean and everything worked there was ample space in the room plenty of complimentary Tea and Coffee.
The bathroom area is a little small but the shower is execellent (no Bath), the shower does tend to wet the main floor area next to it, as the glass screen does not extend far enough out to prevent this.
The air conditioning system worked well in the debroom area and the bed was very comfortable.
There is a gym in th basement area of the hotel and lots of nice touches in the reception area with free cold drinks , fruit etc.
Overall a lovely clean room , geta location for getting to Kensington High Street and Knightbridge either by walking or using the bus stop outside the hotel.
Would use this hotel again.

  • Stayed September 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 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.
JoannaCarruthers, General Manager at Rydges Kensington London, responded to this review, October 9, 2012
Dear jjmmy2010,

Thank you for your positive comments about the hotel and our Reception staff, we are glad you enjoyed your stay and look forward to welcoming you back to the hotel.

Warm Regards,

Joanna Carruthers
General 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 Rydges Kensington London

Address: 61 Gloucester Road, London SW7 4PE, England
Location: United Kingdom > England > London > South Kensington , Kensington and Hyde Park
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites
Hotel Style:
#272 Luxury Hotel in London
#278 Business Hotel in London
#330 Family Hotel in London
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Rydges Kensington London 4.5*
Number of rooms: 81
Official Description (provided by the hotel):
Rydges Kensington London is a four star deluxe design inspired boutique hotel which has been fully refurbished in 2011. Facilities include wired and wireless internet, fitness suite, Restaurant & Wine Bar, Lounge Bar, 24 hour room service etc. ... more   less 
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Also Known As:
Rydges Kensington London Hotel London
Rydges Kensington Plaza London
Hotel Rydges Kensington Plaza
Hotel London Rydges
Rydges London
Rydges Kensington London England

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