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“Customer Service In Absentia”

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Holiday Inn London - Kensington High Street
Ranked #594 of 1,078 Hotels in London
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
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2  Thank LuciensG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded October 25, 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.
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2,702 - 2,708 of 4,331 reviews

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
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Thank 920Jenny
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded October 25, 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.
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
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Thank IanBrutus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded October 25, 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.
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
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1  Thank FussyEater29
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded October 25, 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.
Reviewed October 9, 2013 via mobile

Having read many a review about this hotel being average and below we didn't know what to expect.

On arrival we were greeted by a man in a top hat to collect our bags. This then lead into the reception area where every one was very helpful and the reception, Aswell as the rest of the ground floor, very modern and well decorated/furnished.

Due to it being my girlfriends birthday we were upgraded for free from a standard double, which was nice for a surprise.

The rooms although smaller than we had hoped are only what can be expected in a big hotel in London. The room had good facilities with a lovely king size bed which was extremely comfortable, great shower although it took time to get hot in a morning but we were on the 8th floor! And a 36inch LCD smart tv compleat with the hotels own programming system which again was clear to understand and helpful!

The breakfast was very good and a wide selection was available, with the waiters and waitresses being on hand and really helpful.

The bar/lounge was a nice quiet yet busy area where you can relax, all the drinks which we purchased here were very good, even the pints of larger had a definite 'that's a nice pint' taste.

All in all I would highly recommend this hotel to anyone but don't be mislead by the reviews which people have put on here, we had a lovely time and are sure many more will also!

The only down side was. Builder drilling at 9am on Saturday morning, this was no problem for us as we were up at 8am but may have been for others.



  • Stayed: October 2013
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Thank Ceiren
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded October 25, 2013

Dear Ceiren,

I was delighted to hear what a good impression we made to you on your recent stay to our Hotel. I'm glad you were pleased with your room and the service provided in our Bar & Restaurant areas. I hope we shall have the opportunity 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.
Reviewed October 9, 2013

On arrival I was disappointed at the outside of the building, the door man was a bit in your face as soon as the taxi arrived and hovered about, check-in was a bit chaotic and the room wasnt ready. Bags were collected and stored until I came back.

Room was fine, smallish no bath - biggest bug bear is the NO FREE WIFI!! although colleagues were given codes on check in!! I phoned reception and was told I had to buy it. No view as it was an inside room overlooking the air con plant

Leisure + the pool you had to pay to use so I didnt get t into that either

Drinks in the lounge bar OK service, a bit on the expensive side. Burger for dinner was ok.

Walking distance from the Kensington Palace and the gardens - very nice.

ALl in all I would ngo back - would prefer they gave free wifi to anyone who wanted or needed it

Room Tip: front facing room
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  • Stayed: September 2013, traveled on business
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1  Thank twinklestar2307
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded October 25, 2013

Dear Twinklestar2307,

thank you for taking the time to provide us with your feedback. It is clearly stated on our website that the WiFi is chargeable so potential customers can make an informed decision before booking with us. This is common in most London hotels and in fact our prices are considerably lower compared to our similar properties. Same thing applies to the charges for our Spa. It costs £8 for hotel guests and £15 for non-residents.


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.
Reviewed October 7, 2013

Had two days in London. This hotel was 5 minutes walk from Kensington high street. Room was tidy but quite compact. Bathroom small with shower over bath. Fine for what we needed. Would stay there again

  • Stayed: September 2013, traveled with friends
    • Value
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2  Thank HappyTraveller656920
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Laszlo N, Manager at Holiday Inn London - Kensington High Street, responded to this reviewResponded October 13, 2013

Dear HappyTraveller656920,

thank you for taking the time to provide us with your feedback. I'm glad that you were pleased with your stay and I hope we will have the opportunity of welcoming you back 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.
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Additional Information about Holiday Inn London - Kensington High Street

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:
#75 Spa Hotel in London
#351 Luxury Hotel in London
Price Range: $131 - $281 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Holiday Inn London - Kensington High Street 4*
Number of rooms: 708
Official Description (provided by the hotel):
Holiday Inn London - Kensington High Street 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 High Street England

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