Unfortunately we had a bad experience from start to finish at this hotel.
On arrival at 2pm, we were told our room was not ready, and had to wait a further 30 mins after check in time to get our key. We got upstairs to find we'd been allocated a room in the middle of a building site, every other room we could see around us was having renovations, and to get to our room we had to wheel our cases over plastic sheeting. Not wanting to waste anymore time as reception was busy, we went out for the rest of the day, when we returned we requested we be moved as we did not want to be located in a building site on our holiday. Unfortunately they stated no other double rooms were available so we had no choice but to sleep there. The room was very small, with a carpet that was threadbare in places, the kettle was located on a shelf/compartment extremely low down and you had to bend very awkwardly around the bed to even get it out. The bathroom was clean & new, but very small. This room was on the 7th floor.
First thing in the morning (About 8.30) we were woken to the sound of banging, whistling and shouting coming from the builders right outside our door. We got ready and went to reception. We had to walk along the corridor which had the sheeting, dust, rubbish like bits of food & plaster, wires etc, and full of builders covered in dust/paint etc. Reception stated again that there was nothing we could do but we managed to convince them to change our room. She asked if we would like help moving our bags, and I stated yes, but then no-body came to help up. On return to the room, a builder said hello to me, which i replied, then when i walked past him he made crude 'kissing' noises at me and then they started laughing and speaking in Polish, which was very uncomfortable.
We moved to the other room, and on walking in we realised it was a twin bedroom. I went back downstairs to explain I wanted a double room as i was on holiday with my spouse, but they shook their heads and said nothing was available. (Having read recent reviews on here I see that people who appeared to stay at the same time as us and were upgraded to a double exec room so I don't see why we weren't). We felt we had no choice but to stay there as we couldn't face going back to the other awfully located room. At least the room was a bit nicer than the other one! They should not be putting guests in the middle of renovation corridors -surely a health and safety issue at the minimum?
In the evening, we realised that the heating was pumping out cold air. We rang reception, to be told that they would look at the problem and we could go to sleep. An hour later, at almost midnight, a man knocked on the door, and wheeled in an oil-filled radiator. We were thankful of this as we were very cold in the morning as it was and found it hard to sleep. However, the radiator had at least two broken wheels and therefore moving it around was difficult and dangerous.
We stayed in the room a third night which I hardly slept, the combination of staying in a single bed alone & the room being freezing cold was very uncomfortable.
I complained to reception on checking out and asked to speak with the manager. I was offered a tiny discount - just for one night, at first, but I refused - (We'd had a bad experience all three nights) and asked to speak with someone higher up. They then offered even less of a discount per night, but off the whole stay, which I opted for as he said there was nothing else they could do. This hotel is supposedly a four star rating, but it DOES NOT correspond to a 4* experience. Please see my other reviews for Premier Inns, which have been a much better standard of accommodation & service. The hotel have been in touch to offer a 'free upgrade and breakfast next time we stay there', however from reading other reviews the exec rooms are of poor quality anyway, so what's the point?
We cannot comment on the food as I decided after the first night I would not give this hotel any more of my money so decided to eat elsewhere.
The ONLY good things about this hotel are it's location, just a couple of minutes from Kensington High Street. The lobby also looks nice & very festive this time of year, but the public areas are a total contrast to the service & rooms.
Make sure you're not in the middle of the building site!!!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC