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London Marriott Hotel Kensington

147 Cromwell Road, Kensington,London,GB,United Kingdom 4 Star Hotel
Check in 15:00
Check Out
Horrible - double charges, no water, no heat! Christina L on 1379 Reviews

Property Location With a stay at London Marriott Hotel Kensington in London (Kensington - Earl's Court), you'll be convenient to Earl's Court Exhibition Centre and Royal Albert Hall. This 4-star hotel is close to Big Ben and Trafalgar Square. Rooms Make yourself at home in one of the 216 air-conditioned rooms featuring minibars. Satellite programming and video-game consoles are provided for your entertainment, with wired and wireless Internet access available for a surcharge. Bathrooms feature shower/tub combinations, complimentary toiletries, and hair dryers. Conveniences include laptop-compatible safes and desks, as well as phones with voice mail. Rec, Spa, Premium Amenities Take advantage of recreation opportunities such as a health club, or other amenities including complimentary wireless Internet access and concierge services. Additional features include wedding services and a fireplace in the lobby. Dining Enjoy a bite to eat at a coffee shop/caf, or stay in and take advantage of the hotel's 24-hour room service. Quench your thirst with your favorite drink at a bar/lounge. Business, Other Amenities Featured amenities include limo/town car service, audiovisual equipment, and currency exchange. Event facilities at this hotel consist of conference/meeting rooms, a ballroom, and banquet facilities. A roundtrip airport shuttle is provided for a surcharge, and parking (subject to charges) is available onsite.

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147 Cromwell Road, Kensington,London,GB,United Kingdom

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Hotel Details

Internet Facility Room Service Coffee Shop Business Center Gym Elevator Bar Travel Desk Laundry Airport/Station Transfer Audiovisual Equipment Ballroom Car/Bike Rental Facilities Complimentary newspapers in lobby Concierge Conference Facility Currency Exchange Fireplace in lobby Multilingual Parking Facility Safety Deposit Lockers 24 Hour Front Desk

London Marriott Hotel Kensington

147 Cromwell Road, Kensington,London,GB,United Kingdom 4 Star Hotel
Check in 15:00
Check Out

GENERAL

Property Location With a stay at London Marriott Hotel Kensington in London (Kensington - Earl's Court), you'll be convenient to Earl's Court Exhibition Centre and Royal Albert Hall. This 4-star hotel is close to Big Ben and Trafalgar Square. Rooms Make yourself at home in one of the 216 air-conditioned rooms featuring minibars. Satellite programming and video-game consoles are provided for your entertainment, with wired and wireless Internet access available for a surcharge. Bathrooms feature shower/tub combinations, complimentary toiletries, and hair dryers. Conveniences include laptop-compatible safes and desks, as well as phones with voice mail. Rec, Spa, Premium Amenities Take advantage of recreation opportunities such as a health club, or other amenities including complimentary wireless Internet access and concierge services. Additional features include wedding services and a fireplace in the lobby. Dining Enjoy a bite to eat at a coffee shop/caf, or stay in and take advantage of the hotel's 24-hour room service. Quench your thirst with your favorite drink at a bar/lounge. Business, Other Amenities Featured amenities include limo/town car service, audiovisual equipment, and currency exchange. Event facilities at this hotel consist of conference/meeting rooms, a ballroom, and banquet facilities. A roundtrip airport shuttle is provided for a surcharge, and parking (subject to charges) is available onsite.

Hotel Photos

London Marriott Hotel Kensington 31 Images

Hotel Location

London Marriott Hotel Kensington

147 Cromwell Road, Kensington,London,GB,United Kingdom
Ranked
#220 of 1,078 hotels in London
Overall Rating 4 Rating from 1379 reviews
Rating Summary LocationSleep QualityRoomsServiceValueCleanliness
Traveller Type business(347) couples(450) solo(88) family(295) friends(98)

What People are saying

Horrible - double charges, no water, no heat!

Christina L on 22/11/2017 22:26

Stay away!!! Not only did they not have hot water, or functioning heat, but they double charge you. Don't be misled by them informing you of "splitting" the charge, they charge you for the accrued amount and then again for the full total. Absolute nightmare! I stayed for 12 nights, definitely will never stay again or allow anyone else traveling in my office to stay their either. On top of incorrect charges, they had no running water, first they denied having an issue even though the faucets were all the way turned up and no water came out, then their response was that "it happens all the time in London", similarly their response for card billing issues also "happens very frequently" with no resolution and just the necessity to wait until things resolve, good luck having thousands of GBP tied up on your credit card while they refuse to sort your mess. Really terrible excuse for customer service. I travel very frequently all around the world and have stayed at many properties included Marriott, I can honestly say this is the worst experience and they don't deserve a rating over a 2 on a good day!

Only stay if your a Marriott platinum member

Hussein Q on 22/11/2017 13:15

I stayed in this hotel immediately after my stay at the hotel across the road, Xenia autograph collection hotel.

Since during check in there was no recognition of my gold member Marriott status, I thought I would mention it and ask if there is a possible upgrade on the room. The response I received was “There are platinum members” followed by an awkward silence. Which means if your gold your not really appreciated. The attitude and the wording was just all wrong. I mentioned I am staying a full week and that on the Marriott gold website it says that a complementary upgrade is part of the perks, again the check in agent clearly didn’t want to be helpful because her new excuse was “we don’t ever upgrade any long stays”. That is ridiculous to even hear, as I am a travel professional and am a partner in a tourism company, I’ve been upgraded on stays more than 10 nights long, I was staying a week at this Marriott.

Another very disappointing incident was I had walked back into the hotel after a day of shopping, and heading towards the executive lounge, I noticed the security guard looking at me in a strange way, even when I smiled and say hello, I got stared down with no response. Little did I know, this security guard was following me all the way to the lounge, and was peaking from behind the wall, and out of no where asked me to close the door of the lounge saying “can I help you ? this door must be closed, do not go in there” he said that to me while seeing the room key in my hand. He kept insisting that I should not enter the door. After waving the key in front of him, this security had the audacity to ask if I am a hotel guest, when I said obviously what does it look like, he turned and walked away. An incident like that makes you feel like you’ve done something wrong or your guilty of something, Great way to make a gold member feel at home !!!

Another minor issue but worth mentioning, in the rooms it’s mentioned that the linens are changed every 3 days. For the whole stay my bed was fixed and made, but never were the linens or sheets changed, there was a mark on them which made it clear they were not changed.

I don’t like to badmouth nor do I like to give bad reviews, but given the fact that all these issues were brought up to several duty managers, they apologized, mentioned that they have been stressing to their staff members that wording and attitude is important. No action or follow up was ever made.

Rooms are very old but slightly bigger than your average London room. Will not stay here again !!! I’d rather go across the road to Xenia be in a smaller room but with the best personalized services during my stays if I need to be in this location again.

Great location but average service

Niladri_Chakrabarti on 22/11/2017 08:56

Positives: location is great ! Hotel is in close proximity to central London areas. Good basic amenities. Helpful reception and concierge desk.

Improvement needed: certain experiences have been pretty poor. E.g :

1) inconsistent service... complementary water bottle was not kept 7 out of 10 days.

2) one of the bathroom lights wasn’t switching on. After repeated follow ups for 2 days, when it was finally fixed, the other light went off... by that time i was fed up and was checking out anyway... so saved myself from further follow ups.

3) ordered Salmon dish for dinner. To my utter disappointment , the fish was spoiled and couldn’t be eaten.. when i called the service desk all i got to hear was a routine ‘sorry sir’... surprisingly, there were no extra effort to make up for it at all !

Overall, felt that the right attitude for customer service needs to go beyond the reception desk in this hotel.

Outdated but sufficient

Dufflyn on 21/11/2017 23:18

I was here for business and the conference rooms were smaller and fine. But the guest rooms need an update- especially the carpet.

I was in room 322 next to some sort of pipes which made constant noise. Kept me up, I am a light sleeper but had earplugs. I didn’t know what the noise was and being as how I was there for business had zero time to change rooms or discuss with staff. By the time I figured out the problem it was time to go. So the manager gave me 5,000 points to try and make up for it, as I am a member there, which may buy me a cup of coffee if I do choose to go back. Overall not up to Marriot standards.

Great location, hotel and rooms

R55VEL on 20/11/2017 16:35

I delivered a training event here and stayed the night before. I've delivered a number of events here but never stayed in the hotel before. The location is great, staff excellent, attentive and helpful, and the rooms comfortable and clean. Would not hesitate to stay again - bar food and drinks are nice and great conference lunch. Conference rooms are some of the best I have seen, with great AV & great refreshments during the day. Thanks again!

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London Marriott Hotel Kensington 147 Cromwell Road, Kensington,London,GB,United Kingdom