First you pay (the full amount), then you enter the room! They asked for a fax from the person who had booked the room for me so they could charge his credit card, that's normal, BUT he couldn't send it at that moment because of his work (he is a doctor in a hospital), he told them on the phone that he would send it in an hour, and they didn't allow me to enter the room, and I had to wait more than half an hour until I paid with my credit card so I could enter the room and have a shower, at last, after a long trip. When I finally went to the room I realized that the room (No 25 on the ground floor) had a window facing a brick wall in 4 meters distance and it was sealed (as all windows in all rooms - for safety reasons they said), the internal height of the room was 2.20 meters in half room and 2.00 in the other half, and I had to open the door to the corridor to refresh the air in the room after the shower I had (air conditioning not efficient)!!! I asked to change room and the same girl at the reception desk (who was very unwilling to help since the beginning of my arrival) said that they were fully booked and she could do nothing. When the manager arrived she found a room but she didn't know if the new one had a window facing a wall or not (so, they have a lot of these)! The new room was smaller but I could see the sky from the window and not a brick wall. I travel abroad 4 to 5 times a year and this was the WORST wellcome ever, mainly because of the girl at the reception. The rest of the staff was polite and helpfull. It' s some kind of "mass" hotel, they don't know how to treat a customer, to make him feel confortable and have a pleasant stay. AVOID IT.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 May 2012
Thank you for taking the time to write about your recent stay here at Premier Inn London Kensington Olympia. I am deeply saddened that you found the experience to be a negative one.
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Here at Premier Inn our guests pay for their rooms on arrival, this ensures a quick and easy check out without all the usual queues. As part of our terms and conditions and commitment to finance procedures we are not able to take third party/ customer not present transactions without written authorisation with a cardholder signature. This is to protect our guests from any fraudulent activity. I do apologise if this caused an inconvenience to you.
Our building is situated in the heart of West London and is a great base for families; couples and business guests who wish to explore what London has to offer. The hotel is a beautiful converted building that due to it's age, does have rooms without the best view. However, we have ensured that all our rooms have a source of natural light into them.
Our windows do not open due to Health and Safety restrictions. All our rooms have extractor fans fitted as well as a heating and air conditioning unit. I will ensure my Maintenance team rectify the problem you experienced with the system to ensure it does not happen again.
I sincerely apologise for the less than satisfactory welcome you received at Reception. Here at Premier Inn we pride ourselves on our levels of customer service and I am so sorry that this was not the case. We are very proud of Premier Inn's Goodnight Guarantee and I am happy to enforce that for you. Please do contact me at the hotel and I will get this arranged for you immediately.
I do hope this helps to address your concerns. If you wish to discuss this further then please do not hesitate to contact me and I will be happy to help. My e-mail address is firstname.lastname@example.org.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC