Firstly, the hotel itself was really nice. The room was lovely and on a high floor which prevented the noise mentioned in previous reviews.
It was my boyfriend's 30th birthday during the 2 nights that we stayed. I had contacted the hotel prior to the stay to enquire about wine and balloons etc in the room. The hotel manager replied to say he would advise me on prices - 3 emails later he still didn't respond. I presumed my request would not be fulfilled because we had not confirmed any details.
When we arrived at the hotel, a bottle of wine and balloons were in the room, apparently 'complimentary' according to the concierge. However, when we came to check out I was charged £50 for a £7 bottle of wine and some balloons. I had not agreed this extortionate price, so protested at first but ended up paying it because the queue of people waiting to check in was so big.
I followed this matter up with the hotel when I got home. The hotel manager Naveen called me and we agreed a partial refund because I had overpaid for the service I received. Agreed by him. He assured me the agree amount would be refunded to my account using the details they already had. I didn't receive a penny. I wrote a letter to the Head Office with emails, bank statements, call logs and still no response. Emailed the reservations team and still nothing. I called the reservations team today who are chasing the matter up for me. They will not give me a contact number for senior management or Head Office so I'm still waiting for my money back nearly a month on.
Appalling customer service. I've been lied to, ignored and ripped off completely.
Please don't give this disgraceful company any of your money. Lovely hotel let down by by horrendous customer service.
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- Also Known As:
- Kensington Townhouse London Hotel London
- Kensington Townhouse Hotel London
- London Kensington Townhouse Hotel
- London Premier Kensington England