I'm left in two minds about this hotel so will try to be as fair and constructive as possible.
First off, This is not a four star hotel. The standard and service level of the staff certainly is! But the hotel building, facilties and rooms are certainly not.
We arrived to the Kensington Close Hotel on Tuesday last week and were very impressed with the first impression we got. The fabulous reception and lounge areas leaving right back to what looked to be a lovely and somewhat large, restaurant.
When I got to my room however, the fairytale ended. I have stayed in nicer University Halls than the hotel room I was allocated on arrival. The bed wasn't even properly made and duvet was full of lumps. The bathroom long but ridiculously thin and I banged my head on the bathroom cabinet above the sink while brushing my teeth as well as getting water allo over the floor while washing my hands. Why, because the sink was so small I couldn't get my hands in it.
Add to this the chargeable wifi at £9.95 per day which regularly can't connect to the router, probably due to this very large hotel and volume of users at one time. Not a 4 star service.
£8 per day for use of the leisure facilities, which I appreciate is implemented as a way of restricting the volume of users to the size of the hotel, but still not a 4 star service.
When I awoke on the first morning of three I was less than happy to say the least. Add to that my experience when I went down for breakfast to find my room number wasn't on the list. It was easy to see I wasn't the only one either. I was also refused fresh milk from the kitchen which anyone who has read my other revues is a bug bear of mine. In a 4 star hotel however, to be refused this upon request is unthinkable! The rest of the breakfast was very good but not worth £15 per person per day.
After my event that day I went to speak to the Front of House manager, who was a lovely lady and very appreciative of my comments, even the bad ones. I was upgraded to an executive double room, which I still do not class as a 4 star but was certainly miles better than the first. The bed was comfortable though there was an obvious dip where the two mattresses met in the middle (zip linked beds). The bathroom was much better than the first and the sink was big enough to use normally.
The rest of the stay was actually quite enjoyable. I chose not to use the leisure facilities as these wre chargable but would have used them if they were included in the room rate like a normal 4 star hotel.
Sound proofing is the mahjor issue in this hotel. You can hear everything happening outside the bedroom door and through the paper thin walls.
After I left the hotel I realised I had left my memory sticks in the room, which are in the process of being returned to me.
As I said and please do let me be properly understood. The staff in this hotel are terrific, and do go out of their way to give great service. But they are up against the tide in this hotel when having to deal with all of the complaints caused by the standard of the physical hotel.
Overall I believe this venue to be a 4 star conferencing facility as this is where the obvious investment has been made, with the standard of the bedrooms as an afterthought. Investment is obviously being made in the bedrooms but I still don't think the new rooms are up to the standard of a 4 star hotel. Maybe a 3 star, but even then you wouldn;t pay for half of the services that you will find chargeable in the Kengsington Close Hotel.
Sad to say I won't return to this hotel. Which is a shame as the staff are all very good indeed. Please get teh standard of the bedrooms up to meet the standard of your staff. It's only fair.
- 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