Ratings based on 2,396 Verified Reviews

They paid and stayed. We double-checked.
3.5 out of 5
82% of guests recommend
3.9 Room cleanliness
3.7 Service & staff
3.2 Room comfort
3.5 Hotel condition
They paid and stayed.
We double-checked.
1 out of 5
by A verified traveller

Room was not 4 star - too small and bad carpeting

Posted 27-Aug-2015
Bad carpeting. Washroom too small. Room was tiny, felt like living in a servant quarter. Marks on the wall. Uncomfortable and unpleasant stay overall.
4 out of 5
Recommended
for Everyone
by A verified traveller from Kuwait

Amazing hotel in great location...But

Posted 26-Aug-2015
Pros: The staff was AMAZING, especially Palo
Cons: Room size, but that's not going to happen.
The hotel was amazing, the bar staff were very helpful offering great conversation, amazing drink advice, and Help on which locations you should see for a vacation. the only downfall to the hotel I would say, would be the room size, my first night was in a single bed, that was too small so I upgraded to the Superior Double, which was bigger and had a better shower. But the room seemed to be too small for the price. But I made the best if it.
4 out of 5
Recommended
for Everyone
by A verified traveller

close to tube station

Posted 26-Aug-2015
Pros: close to tube station shops and bus routes.
Cons: no fridge in room. you have to request 1. that takes up space as not in as standard. lifts are small.
rooms are on the small size but is in central London.
5 out of 5
Recommended
for Everyone
by A verified traveller from Tucson AZ

One of the best hotels in London

Posted 24-Aug-2015
American just visited for a few day and had a blast. The hotel itself had everything I needed and was clean. No issues. The staff was amazing and super friendly. Would recommend to anyone.
4 out of 5
Recommended
for Everyone
by A verified traveller from Bristol

Very good location,

Posted 22-Aug-2015
Good value, room small but very clean and comfortable. Bathroom was very good plenty of hot water and soft large towels. Quiet and everything you need for a couple of nights. Hotel staff polite and helpful.
2 out of 5
by A verified traveller from Melbourne

Good location but that's the only positive.

Posted 20-Aug-2015
We were put in what can only be described as a shoe box. We didn't even unpack as there wasn't enough room for our things. We were moved when a room became available but that first room should never have been allocated for two adults. The hallways and and toilets in the lobby area were disgusting. The conscierges watched us struggle with our luggage and were curt when approached. A lift was out of order for the three days we were there which meant long delays. No tissues, fridge, wine glasses provided. One of the worst places we've ever stayed.
1 out of 5
by A verified traveller from Washington DC

Location OK-but everything else was disappointing!

Posted 20-Aug-2015
Pros: Location was OK. but that's about it.
Cons: All the employees should go to a Customer Service Seminar. I don't think they understand the concept.
Location: Location was OK.
We booked through Expedia- the room we reserved was not the one we were given. We reserved and PAID for a room with 2 single beds and a roll away. We were given a room with a double bed. I asked for a roll away bed and they didn't have any available. I had to sleep on the floor. At least they found some extra sheets and pillows. Not comfortable and I didn't sleep at all. Turns out we paid for a Club room and they gave us a regular room which was 50% smaller than the Club room. We asked for information about places to go in London and nearby. The Concierge asked us if we had heard of the Internet and recommended we go search ourselves. We paid for Internet and the give you little pieces of paper with long-cryptic usernames and passwords. You have to do this for each device, so we spent an un-Godly amount of time signing in from phone, laptop, iPad, etc. only to find out it was so slow it was unusable. We asked for ice and they either never showed up or just told us: "They have one ice-maker for 700 rooms and it's broken today". On the rare occasion they did bring ice, they would bring 4 or 5 cubes at a time. Really? One time the Concierge said, you can go to McDonalds up the street, they have ice for you. Really? One Night we went to the lobby to play cards at a community table. The Doorman came and said we couldn't sit there to play cards. We asked why and he said it wasn't for people to just sit there. When I went to ask about this policy at the front desk the doorman left.
3 out of 5
by A verified traveller from Queens, NY

Nice location but tiny rooms

Posted 19-Aug-2015
It is located close to the tube station High Street Kensington and near plenty of places to eat and walking distance to some of the tourist sites. The front desk staff at night always seems like they have something better to do than help you and they are slow. This was by far the tiniest hotel room I have ever been in and you have to call housekeeping to bring an iron board and iron if you need one, they usually bring one up very quickly but it would be nice if the room had storage for one ( yeah it's that small). Housekeeping seems rushed and they don't have an eye for detail (the room didn't looked vacuumed), Room service is fast. The day staff is friendly and on point. Kensington is a high end area so be prepared to spend a little more and it shuts down early week days, it's a ghost town by midnight. The alcoholic mixed drinks in the lobby are not strong and they usually serve them with too much ice. The cab fare to and from heathrow airport is a flat rate around 65 pounds and takes 30 to 40 minutes with no traffic. Not a bad hotel but definitely over rated, I can't believe it has a 4.5 rating.
4 out of 5
Recommended
for Everyone
by A verified traveller from sydney australia

Close to everything, very convenient

Posted 19-Aug-2015
Convenient to transport comfortable good size rooms
4 out of 5
Recommended
for Everyone
by A verified traveller

Good hotel for London

Posted 18-Aug-2015
Pros: Concierge service fantastic...helpful, friendly and stored one of our suitcases for 2 weeks while we were on our cruise for free! Breakfast solid.
Cons: Breakfast could be included in ALL room rentals (we paid 12 pounds per), wifi should be free to all (now 10 ponds per 24-hours).
Location: Fabulous location very near underground station, shopping, tourist attractions (Royal Albert Hall, Kensington Palace and gardens) .
Good price with Expedia.co.uk given the cost of staying in the middle of London. Virtually steps from the High Street Kensington tube. Room (standard twin) pretty small, but who goes to London to hang out in a hotel room anyway?