Customer service terrible

Liked: Stayed here, location is good, a lot of homeless on the street of the hotel, a lot of police presence in the evening.They require 100£ deposit when checking in, emailed 04/04/25 was advised it would be refunded. Used the chat to speak to customer care 09/04/2025 was advised it would not be refunded.We spilled accidentally a can of coke (not the whole can) at 3am when we came back to the room, we put a towel over it to soak it up, we didn’t contact anyone as it was early morning and seems a bit extreme to contact over a spill. When checking out mentioned something had spilled, was told it was no issue.Now being accused of it not being and accidental spill, and it not being cocoa cola (no mention of what they think it is)I have asked for the invoice of the linen clean. Was then told they actually wouldn’t be using the items again for hygiene reasons, asked for the accidental spillage policy (there is none)My first ever bad customer service review!

Superb

Comfortable, excellent, reasonable - a...

Liked: Very clean & the room was a good size with 3 beds. Small bathroom but sparkling clean & ideal for an overnight stay. Comfortable beds & even though reception was two doors up the street, it all worked perfectly. Good security too.

It was cozy and clean,...

Liked: The facility exceeded my expectations. It was worth every penny spent
Disliked: The staircase access to get heavy suitcase in

Exceptional

Exceptional

Liked: Absolutely incredible place to stay. Super clean and in such a good location. Highly recommend staying here. I would definitely stay here again.

An excellent choice for a...

Liked: Hotel location was great in Kesnsington. The underground station was right around the corner. The hotel rooms was clean and comfortable, serviced daily. There was a teapot, coffee and tea in the rooms. Breakfast was excellent with hot food and croissants.

Passable

Liked: Be ready to see the quite different rooms, comparing with those are in Booking's photos. Be ready to move through the very narrow halls and upstairs. Also be ready to carry your heavy baggage through that narrow upstairs, because the elevator could not be working several days. The staff were not so kind, except one lady in reception (she was perfect), the others could even hang off the phone during your conversation. The breakfast was very poor

The staff put rose orals...

Liked: Very central location, right near the train line. Many shops and restaurants close by. Room was very small and the balcony door didn’t lock, however it was still good.