Copthorne Tara Hotel London Kensington

Reviews

• BH

  Bruce Hui

  today
  1.0
  My friend brought some souvenirs for me when visiting the UK. On 21 May 2026 at around 10:00am, when checking out, he left the souvenirs with the hotel front desk for collection and even left my phone number to avoid any confusion. At around 5:50pm the same day, I arrived at the hotel to collect the items. The front desk directed me to the concierge desk. After I provided my friend’s room number, the concierge staff immediately said they had nothing and then simply ignored me. When I continued asking, the staff member asked what the item was. I explained it was food souvenirs, and he sarcastically told me to check the takeaway area instead. His attitude clearly felt dismissive and as though he just wanted me to leave. I then returned to the front desk, where I was again told there was “no record” of the item. Only after I insisted multiple times did the staff finally locate it behind the front desk area. In other words, the item had been in the hotel the entire time — the staff simply failed to manage or check properly. What was even more disappointing was the manager’s attitude. When I requested to speak with the manager about the situation, the front desk initially claimed he was “in a meeting,” despite the fact I could clearly see him in the back office area. Only after I insisted did he finally come out. After I explained the entire situation, his response was: “So what do you want?” I replied: “Don’t you think there is a problem with this situation?” He then said: “But you didn’t lose anything.” This is the first time I have experienced such a lack of responsibility and professionalism from a hotel. Throughout the entire process, the concierge staff, front desk staff, and even the manager showed no sense of accountability or basic customer service, nor did anyone offer any apology. I strongly advise guests not to leave or store any personal belongings with this hotel. They appear to have very poor procedures and little sense of responsibility regarding guests’ property. If something were actually lost, I seriously doubt they would take responsibility. Extremely disappointing. 我朋友來英國時帶了一些手信給我。2026年5月21日上午10點退房時，他把手信交到酒店前台保管，並特意留下了我的電話號碼，以免有任何誤會。 同日下午約5:50，我到酒店領取手信。前台叫我去禮賓部（Concierge）取件。到了禮賓部後，我提供了朋友的房號，但職員直接說「沒有」，之後便不再理會我。我再追問時，他問我是什麼物品，我回答是食物手信，結果那位職員竟帶著嘲笑的語氣叫我去外賣台找，態度明顯是在敷衍和想打發我離開。 之後我回到前台，前台同樣表示「沒有紀錄」。在我多番堅持下，職員最後竟然在前台後方的一個位置找到了該物品。換句話說，物品其實一直都在酒店內，只是員工完全沒有做好交接和查核。 更令人失望的是，我要求見經理反映問題時，前台最初還謊稱經理正在開會，但我明明看到他就在後台。在我堅持下，經理才願意出來。當我向他解釋整件事情後，他竟然反問我：「那你還想怎樣？」我回答：「你不覺得這件事本身已經有問題嗎？」結果他只說：「你又沒有遺失東西。」 這是我第一次在酒店遇到如此缺乏責任感及服務意識的情況。整個過程中，無論是禮賓部、前台還是經理，都沒有展現出基本的專業態度，更沒有任何歉意。 真心建議大家不要把任何物品寄存或交給這間酒店保管。他們對客人物品缺乏基本管理概念，一旦真的遺失東西，我對他們是否願意負責非常懷疑。十分失望。
• LT

  Liv Telford

  1 day ago
  5.0
  Stayed here for a concert at the Royal Albert Hall which is a very convenient 20 minute walk away. The service was excellent - Thanks to the lady named Rida at the desk. She was extremely polite and helpful, and didn’t mind a little chat with us too. We felt very welcomed immediately! We were also upgraded to a brilliant Club room with some extras such as slippers and robes. The air conditioning is little but effective, the room is spacious and nicely decorated, and the bathroom was very clean with great water pressure! Also I’d note I liked I was able to stream from my phone to the tv to watch what I want via their free wifi. Nice touch!
• MG

  Mariah Al Giptiah

  May 18, 2026
  5.0
  After a long day and terrible commute to the hotel due to train disruptions, we were surprised with a room upgrade that made our day. The hotel is equipped with a Bugis Kitchen serving Singapore delicacies. Though we didn’t try it ourselves, it was nice knowing that familiar flavours were available through room service. There are also plenty of Halal-friendly food options nearby, including the Bagel Factory and Marugame Udon at the station. Staff members were very attentive to our needs, making us feel taken care of. But protect your grandmas, as even I fell in the bathtub trying to take a shower despite the antislip mat provided and railings in place. Left well-rested but with a nasty bruise, clumsy me! Overall, great experience, and I would come back here again.
• BJ

  Bolanle Oyindamola Jenrola

  May 11, 2026
  4.0
  ★★★★☆ I stayed at the Copthorne Tara Hotel London Kensington for three weeks, and overall, I had a really nice experience. The location is excellent, the rooms were comfortable, and the hotel had a warm atmosphere that made a long stay feel much easier, especially as someone visiting from abroad. What stood out the most to me, however, was the staff. Zakariya at reception was exceptional, consistently warm, welcoming, and professional. Kavya Poreddy at the restaurant was also remarkable and always made me feel genuinely valued, not just like another guest passing through. Both of them brought a personal touch to the experience that truly made a difference during my stay. I also want to appreciate the concierge staff. Two of the gentlemen in particular were incredibly kind and helpful, whether welcoming guests at the entrance or assisting with luggage to the rooms. I unfortunately cannot remember their names, but they contributed greatly to making my stay memorable. One area I believe the hotel could improve is providing complimentary bottled water daily, especially for guests staying for extended periods. Even one or two bottles a day would make a difference. That said, the warmth and professionalism of the staff really left a lasting impression on me, and I’m grateful for the experience.
• ON

  Olesya N

  May 4, 2026
  1.0
  I have been a regular guest at this hotel for the past three years, which makes this particularly disappointing to write. Whilst most of the staff have consistently been polite and welcoming, there are serious concerns regarding the conduct of certain individuals. In particular, a supervisor named John has repeatedly demonstrated an unprofessional and confrontational attitude towards guests. He is often visibly irritated, speaks in an aggressive manner, and appears to take personal frustrations out on those staying at the hotel. I have personally witnessed him arguing with guests on several occasions, which creates an uncomfortable and unwelcoming atmosphere. On one occasion, I requested a room change due to extremely loud neighbours. John refused to assist and showed no genuine interest in resolving the issue. Instead, he made a rather unusual claim that he had personally “slept in every room in the hotel” and could therefore assure me that all rooms were the same. I asked whether he had also stayed in my room the previous night and experienced the same level of noise, or whether he personally knew the guests in question — to which there was no meaningful response. It is also somewhat surprising to hear a supervisor suggest that he has stayed in every room of the hotel; this does little to reassure guests and only makes the situation sound rather implausible. More concerningly, I was then told that if I were to raise the request again, he “would not accommodate” me. This was said to me as a long-standing, regular guest of three years, which is entirely unacceptable and reflects a deeply unprofessional approach to customer service. This suggests a concerning level of overreach and a misunderstanding of the responsibilities associated with his role. I have also been informed by security staff that, following conflicts initiated by John with guests, they have had to step in to de-escalate situations. This raises serious concerns about his suitability for a supervisory role. I would also like to mention Jamie, who appears to be part of the management team. His attitude is equally concerning. He comes across as dismissive, shows little respect towards guests, does not apologise when issues arise, and demonstrates a clear lack of accountability. His approach gives the impression that guest concerns are not taken seriously at a management level. If this reflects the standard of management, it raises wider concerns about how the hotel is being run. In addition, the condition of the rooms does not justify the price point. Many have unpleasant odours, the air feels stale, likely due to poorly maintained air conditioning systems, and the fact that windows cannot be opened only makes matters worse. It is clear that the behaviour of these individuals is negatively impacting the guest experience and, ultimately, the reputation of the hotel. Many guests have already expressed reluctance to return because of this. Experiences like this inevitably lead to a loss of returning guests. John and Jamie should not be in guest-facing roles. Their conduct undermines the efforts of the few staff members who do maintain professional standards, and management’s failure to address this reflects poorly on the hotel as a whole. If you value your comfort, peace of mind, and a basic level of professionalism, I would strongly recommend considering alternative accommodation.

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