Holiday Inn London - Kensington High St. by IHG

Reviews

• DS

  Dilbag Singh

  3 days ago
  5.0
  I had an excellent experience with Dhawan at reception. She was extremely friendly, welcoming, and professional throughout. She handled every situation calmly and confidently, listened carefully to my concerns, and provided helpful and effective solutions. Even when dealing with questions and unexpected situations, she remained patient, polite, and attentive. Her excellent communication skills, positive attitude, and willingness to go the extra mile made the entire experience smooth and pleasant. She made me feel valued and well looked after. Outstanding customer service and a real credit to the team. Highly recommended!
• AB

  Aunty Boo

  4 days ago
  3.0
  Overall, we had a pleasant stay at this busy London hotel. The staff were lovely, check-in was smooth and the service was generally very good. However, inconsistent housekeeping, cleanliness concerns and some maintenance issues affected the experience. Positives: * Smooth check-in: The arrival process was straightforward and efficient. * Good breakfast: Breakfast was plentiful, regularly refreshed and offered a wide range of choices, including options for different dietary requirements. * Excellent staff: The reception team were professional, approachable and discreet, particularly when handling our concerns. * Outstanding bar service: The bar staff are absolute legends! They happily prepared an espresso martini with tequila instead of vodka, despite this being an unusual request. Their attitude and service were fabulous. Issues: * Cleanliness and maintenance: The hotel would benefit from a thorough clean and some general TLC. It looks shabby around the edges, although this is perhaps understandable given its busy London location. * Small bathrooms: The bathrooms are quite cramped, and the shower-over-bath arrangement may be difficult for older guests or anyone with mobility issues, dodgy knees or other ailments. * Inconsistent housekeeping: After room service, we found that the key left in the power dock had been removed, switching off the air conditioning in 26°C heat. We also discovered that someone had apparently used our toilet without flushing. * Missed room servicing: Over the following days, our room was not serviced as expected. On one occasion, Mum had to ask a work-experience student to arrange cleaning. They were lovely and happily obliged. * Bed-making: The mattress protector repeatedly shifted to one side, leaving us to remake the bed ourselves. We reported the housekeeping incidents as feedback rather than formal complaints. The housekeeping manager apologised regarding the missing key, while reception handled the toilet incident discreetly and professionally. Overall: Despite the housekeeping problems, the staff were consistently friendly and helpful, particularly the reception and bar teams. The hotel offers a convenient stay with a good breakfast and excellent service from its staff, but improved cleanliness, more reliable housekeeping and better general maintenance would make a considerable difference.
• A

  박해숙

  6 days ago
  1.0
  2박3일과 7박8일을 예야했다. 첫째날. 한국에서 오랜비행시간에 너무 피곤하고 정신이 없었는데. 짐을푸는 순간부터. 담배냄새에 숨을쉴수가 없어 담배냄새없는방으로 체인지 해달라했더니. 다음날 오전에 프론트로 오라고 했다. 오전10시 프론트에 냄새때문에 잠을못잤다. 방을 체인지해달라 요청하니. 가방을 챙겨서. 리셉션에 맡기고. 오후3시에 방을 준비해주겠다해서. 하루 일정을 미루고. 3시에 프론트에 갔더니. 프론트 직원이 또 바껴서 새로 설명을하고 요청. 결국 6시에 룸체인지를 했다. 너무 지쳐 저녁도 굶고 자려하는데 9시 50분부터. 계속 불 경고음이 전 호텔에 울리고. 꺼졌다 울리고. 모든 객실손님들이 자옷차림으로 로비에 모였다 흩어지고를 반복. 엘리베이터 버튼누르는데가 뜨거우니. 사람들이 겁을먹고 계단으로 내려가 호텔에 항의를 했는데 호텔측에선.아무문제 없다고. 방으로 돌아가라고 설명한다. 나는너무 충격을받아. 얼굴이 벌겋게 달아오르고.심장이 떨려서. 다른호텔로 가야겠으니 오늘 방값을 환불해달라. 요청했으나. 환불을 못해준다는 호텔측 답변만 들었다. 결국 새벽 1시 체크아웃하고. 머큐어 런던 얼스코트 호텔에 왔는데. 그사이 객실이 매진되어... 타국에서 미아가 되는줄알았는데. 머큐어 호텔쪽에서 예약을 할수있게 도와줘서 겨우 새벽2시에 체크인 할수있었다. 이 호텔의 안이함과. 직원들의 불성실로인해 2박일정이 지옥이 되었다.
• LZ

  leman özlem özgür

  Oct 7, 2026
  5.0
  Tatil seyahatimiz için 4 gün konaklama şansı bulduk. Rezervasyon görevlisi Helen ve restoran karşılayıcısı Ramesh başta olmak üzere, restorantta ve temizlikte çalışan tüm ekip son derece güleryüzlü ve saygılıydılar. Hepsine ayrı ayrı çok teşekkür ediyoruz. Restorantta, ne yazık ki ismini almayı unuttuğumuz, yaşına rağmen son derece enerjik beyefendi dahil olmak üzere tüm çalışanlar; sanki otelde değil de, aile yanında kalıyormuş gibi olmanın rahat ve huzurunu yaşatıyorlar insana. Hepsine çok teşekkür ederiz. Otel, lokasyon olarak mükemmel bir yerde. High Kensington metrosu yürüme mesafesinde. Böylelikle şehirde istediğiniz yere gitmek çok kolay. Ayrıca National History, Albert müzesi, Kensington bahçeleri, Hyde Park, Buckingham Palace yürüyerek çok kolaylıkla gidilebilecek lokasyonlardan. Trafalgar meydanı ve diğer tarihi yerlere de metroyla ulaşım çok kolay. Gatwick havalimanına trenine tek change ile ulaşabiliyorsunuz. Odalar aydınlık, yataklar rahat, çarşaf kalitesi inanılmaz. Odalar çok büyük sayılmaz ama sanırım Londra’nın geneli böyle. Yalnız ne yazık ki kıyafet dolabı çok küçük ve buzdolabının kıyafet dolabının içine konması saçma olmuş. Isınan buzdolabı yüzünden kıyafet asmakta zorlandık. Diğer yandan Londra’da ilk otel deneyimizdi, odada ütü ve ütü masası olması genel bir uygulama mıdır bilmiyorum ama bizi çok sevindirdi. Banyo normal büyüklükteydi. Yalnız giderler biraz tıkalıydı sanırım, suyun gitmesi zaman alıyordu maalesef. Ama sıcak su çok çabuk geliyordu ve kuvvetli akıyordu. Zaman darlığımız nedeniyle ne yazık ki havuz ve spa’yı üzülerek deneyimleyemedik. Eminim çok güzeldirler. Genel olarak çok memnun kaldığımız ve tekrar misafir olmak isteyeceğimiz ve sevdiklerimize de gönül rahatlığı ile tavsiye edebileceğimiz bir otel olduğunu belirtmek isterim.
• MG

  Matt Gambell

  Oct 2, 2026
  1.0
  BEWARE. DECEPTIVE PRACTICES. ROOMS NOT WHAT YOU PAY FOR! I usually have a great time at a Holiday Inn and find them super reliable - however, I was extremely disappointed by my stay here. I've never had to deal with such such rude / unfriendly / unprofessional staff as the ones I dealt with in this hotel. I booked a "King Standard" room, which I expected to be a smaller room with a king size bed. Instead however, we got a small room with at best a DOUBLE bed. Now, I assume that this is some kind of mistake. I paid for a King Bed and for whatever reason we didn't get one, so I'm not going to be mad -- I would've been fine to accept a refund for the difference or something HOWEVER when I speak to the member of staff at the front desk in the evening (I think he was the night manager) he tells me that we are in the right room. Which angers me slightly... As a tall person (6ft 4) I don't fit it smaller beds, so I booked a King room, expecting to sleep in a king bed and be comfortable due to the extra length it provides. He continues to argue with me, telling me that I'm wrong. That actually the bed is a "UK King" and that it's smaller... he also said that he "wasn't there to argue about bed sizes" when I tried to explain to him that I know the difference and this still definitely wasn't a king room/bed. He told me there was nothing he could do to help me... I left infuriated with him for gaslighting me. Thankfully, upon checkout I spoke to a different staff member at the front desk (Manuel, I think) and explained the situation with him. He was extremely understanding -- I even showed him the attached photo and he agreed the room definitely didn't have a king sized bed in it. He suggested the room was incorrectly designated. I suspect this is common practice here and that management are selling rooms as "kings" and scamming international folks by pretending that the double beds in them are considered king beds in the UK. Really sleazy and dishonest in my opinion. And to add to it, the hotel is using blatantly AI Generated images on their food menu in the room and as part of their event advertisements in the lobby. They just look tacky... And in some ways fraudulent... (why wouldn't you just take photos of your food??) -- In isolation this would've just been a mild annoyance but it's clearly a pattern of deception and dishonesty that runs through the management of this hotel. Finally, be warned that they have (three?) tiny elevators here that barely fit 4 people in them. So, you end up waiting a while if you're on a lower floor and it'll often already be full of people checking out if it's morning. This could fly at some sketchy back alley hotel, but I expect better from a Holiday Inn. You should probably avoid it imo.

Frequently Asked Questions About Holiday Inn London - Kensington High St. by IHG