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“Terrible service, good location” 3 of 5 bubbles
Review of Holiday Inn London - Kensington

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Holiday Inn London - Kensington
Ranked #615 of 1,089 Hotels in London
Paris, France
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Terrible service, good location”
3 of 5 bubbles Reviewed June 8, 2013

When we came to check in I approached the desk. None of the 5 people behind desk acknowledged us. I said we wanted to check in. Response was 'sorry you can't. System is down.' I asked how long they see this an issue. Her response 'I don't know.' And that was it. There was no alternative given, no offer to take our bags and take a seat at the bar whilst they sort things out. Just rude and unprofessional.
The rooms were very average, don't let the pictures of the bar and foyer deceive you.
In the morning the elevators where an absolute nightmare. Took us over twenty minutes fom the second floor which we then had to take the stairs with our luggage.
Couldn't check out as there we heaps of people in queue and 1 person serving. We left, came back at 3 to check out and still waited 15 minutes.
Luggage storage was 1 pound per item- ridiculous. I'm often in hotels for work and pleasure and have never been charged storage.

  • Stayed June 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank kasiatom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, June 9, 2013
Dear Kasiatom,

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.

I was very sorry to hear that you had a bad experience checking in. I have passed on your comments to our Front Office Manager to investigate.

I do hope that we shall have the pleasure to welcome you back to Kensington Close Hotel and Spa on your next visit to London.


Kind regards,


Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,916 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (703)
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Wales
Level Contributor
44 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
2 of 5 bubbles Reviewed June 8, 2013 via mobile

Stayed her recently and staff are friendly but the hotel is hopelessly inefficient - it took about 25 minutes to check in and there was only about 3 people in front of me! Room on 5th floor not very good especially as they were decorating that floor and the smell of paint was everywhere! Breakfast was a disappointment - if you are employing a chef to fry eggs to order make sure you get one who doesn't break them!! It took about 4 requests to get a set of cutlery and a cup of coffee...... Hotel was full of overseas tourists and it is disappointing that they see our hospitality in a poor light....

Stayed June 2013, traveled on business
Helpful?
2 Thank willnigel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, June 9, 2013
Dear Willnigel,

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,


Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Shepparton, Australia
1 review
5 of 5 bubbles Reviewed June 7, 2013

Having recently spent time in over 20 hotels in Europe and the UK while touring with my wife, I can state confidently that we have not seen a more friendly and conscientious staff than those working at Kensington Close. From the moment we were greeted by a smiling porter at the front door through until breakfast where the team do so well to manage the large numbers, all was most impressive. I had read some mixed reviews of the hotel, and as last night was the first of seven we are staying here, I was anxious about how our stay would be. Any concerns were quickly alleviated. in terms of value for money, location and service, I could not recommend this hotel more highly.

  • Stayed June 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Ken M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, June 7, 2013
Dear Ken M,

thank you for choosing the Kensington Close Hotel and Spa and for providing us with feedback on your recent visit to London.

I am pleased that you found your stay with us good value for money, and that you were able to take advantage of our most convenient of locations minutes from the Tube station and Kensington High Street with all of its shops and restaurants. I was also delighted to hear your impressions about the efficiency and friendliness of our staff.

I do hope that we shall have the pleasure to welcome you back to Kensington Close Hotel and Spa on your next visit to London.


Kind regards,


Paul Q
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fukuoka, Japan
Level Contributor
43 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed June 7, 2013 via mobile

I have absolutely no complaints about this great location near High Street Kensington. The place is light, modern, with very comfortable rooms, even singles. However I wish they offered free Wi-Fi. Staff are all friendly and very accommodating. Next time I come to London I will be sure to stay here if I can get a room, because the hotel is very very popular!

  • Stayed June 2013
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank BruceFromJapan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, June 7, 2013
Dear BruceFromJapan,

Thank you for choosing the Kensington Close Hotel and Spa and for providing us with feedback on your recent visit to London. I am pleased that you were happy with your room and our convenient location. I do hope that we shall have the pleasure to welcome you again to Kensington Close Hotel on your next visit to London!


Kind regards,


Paul Q
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Faridabad, India
Level Contributor
38 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 131 helpful votes
5 of 5 bubbles Reviewed June 6, 2013

It was a family trip for us in London and we stayed in Kensington Close for six nights from 28.5.2013. We required three rooms close to each other for which the hotel stated in advance that they would try their best. They kept their assurance and we got three rooms on the same floor very near to each. My room number was 1001. The hotel is ideally located. High Street Kensington tube station and the Bus Stop are very nearby. The markets, shops are nearby.
The hotel staff were very cordial. The security staff, the staff at the reception and others were always eager to help.They even provided an extra cot and blankets in our room for a child at no extra cost. The complimentary breakfast was delicious and fabulous. The rate that the hotel charges for a standard double room is reasonable considering that Kensington is the costliest location of London.The hotel has a SPA, swimming pool, terrace and a big size restaurant. We shall surely stay in his hotel in our next visit to London.

Room Tip: Rooms on the back side are quieter.
See more room tips
  • Stayed May 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank DIPAKJI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, June 7, 2013
Dear Dipakji,

Thank you for choosing the Kensington Close Hotel again and for providing us with feedback on your recent visit to London.

I am delighted to hear that the rooms allocated to you and your family were up to your satisfaction. And I am also happy that you were able to take advantage of our convenient location, close to the local shops, bars and restaurants. I have passed on your kind comments about our Security and Reception staff to them.

I do hope that we shall have the pleasure of welcoming you back to Kensington Close Hotel in the near future!


Kind regards,

Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kendal, United Kingdom
Level Contributor
36 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
5 of 5 bubbles Reviewed June 6, 2013

This hotel seems to received mixed reviews, so I hope this helps. Firstly this is a big 1950s (I guess) hotel, but is currently being refurbished – and I don’t mean just a lick of paint. New lifts are being installed, and there are plenty of them, but not all in a cluster, so if your room is located in the middle or towards the back of the hotel, seek out those [quieter] lifts by the bar or dining area. Reception seemed very efficient for me, both checking in and out. The lounge bar is busy, but I had no trouble being served at our seat, both before dinner and later at night. We even got served food at around midnight, and it was good, swift and pleasantly served. The health club includes a decent sized pool plus all the usual things. It was reasonably quiet when I visited, though it does cost £8 per day. (It would be useful if the “day rate” ran from noon to noon, so I could have had an early morning swim without incurring a further charge).

My room was a single, and quite compact. But I had no issues. It included good A/C plus a window that opens. The bed was comfy with clean good quality linen. There is a safe, tea/coffee making facilities, hairdryer and flat-screen multi-functional TV. The bathroom had a tub with shower over. All clean and well appointed.

This is a well-functioning hotel. Price-wise, it was comparable, or even cheaper, than Travelodge/Premier Inn, yet is SIGNIFICANTLY better quality.

I’ve now stayed here twice this year, and both times my experience has been consistently good.

Room Tip: Ask for a refurbished room - which I understand are currently on the higher floors.
See more room tips
  • Stayed June 2013, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Bot the traveller 15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, June 7, 2013
Dear Bot the traveller 15,

Thank you for choosing the Kensington Close Hotel and Spa and for providing us with feedback on your recent visit to London. I am happy to hear that you were happy with your room, the efficiency of our Reception team and the service in our Bar. I do hope that we shall have the pleasure to welcome you back to Kensington Close Hotel once again on your next visit to London.


Kind regards,

Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Las Vegas
Level Contributor
30 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
3 of 5 bubbles Reviewed June 5, 2013

Small but contemporary design bathroom, extremely small room for a double bed. Flat pillows, bed creaked and was right up against the wall. Met up with some locals (lived close, but not in the heart of London) and they mentioned that our room was half the size of their standard room at Travelodge. Hot water was not available one of the mornings, called the Operator and was advised to wait an hour. Breakfast buffet was good. Always a long wait at the Front Desk. Great location with attractions, shops, transportation (Tube) and restaurants within walking distance.

  • Stayed May 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Lilian G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul Q, Head Concierge & Guest Relations Manager at Holiday Inn London - Kensington, responded to this review, June 7, 2013
Dear Lilian G,

Thank you for choosing the Kensington Close Hotel and Spa and for providing us with feedback on your recent visit to London.

I am pleased that you were able to take advantage of our most convenient of locations minutes from the Tube station and Kensington High Street with all of its shops and restaurants. My apologies though for not having hot water in your room on one day during your stay.

I do hope that we shall have the pleasure to welcome you back to Kensington Close Hotel and Spa on your next visit to London.


Kind regards,

Paul
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 Holiday Inn London - Kensington

Property: Holiday Inn London - Kensington
Address: Wrights Lane | Kensington, London W8 5SP, England (Formerly Kensington Close Hotel)
Phone Number:
Location: United Kingdom > England > London > South Kensington
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:
#69 Spa Hotel in London
#357 Luxury Hotel in London
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Holiday Inn London - Kensington 4*
Number of rooms: 708
Official Description (provided by the hotel):
Holiday Inn London - Kensington 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. The Hotel has 708 well-equipped non-smoking bedrooms including Executive bedrooms 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. Imagine 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
Holiday Inn London - Kensington England

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