Mercure London Kensington Hotel

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Reviews

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  Peifeng Qiu

  01-01-1970
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  Inga 5555

  Normal hotel middle level Rooms : 4/5 | Service : 4/5 | Location : 5/5 … More

  01-01-1970
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  Giorgio Nicosia

  01-01-1970
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  B K

  Imagine faulty towers - but run by a hideous man who is more bothered about parking his Ferrari outside. Laughably bad. Avoid at all costs

  01-01-1970
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  c amore

  HORROR HOTEL I stayed over 4 weeks ago at the Mercure hotel, located at Lexham Gardens, Kensington. I was booked in for a short stay only as I had a family matter to attend before I head back home for another long journey. I have to be honest and say I'm glad I only stayed one night. I thought I was  being set up at this hotel, like I was on an episode of "MTV's punked" the hotel on the exterior looked great, the interior? Was terrible. Upon checking in I was actually trying to lift up the signs of "mercure" to see if it was a low budget hotel pretending to  be mercure. The female at the receptionist told me "you must leave a 50 pounds deposit" I asked "why is this if I paid for my room already!" Her response was "There are some people who visit who look like they cannot afford the hotel, so for our security we take a deposit and return it to your card in 2 days!" Its been over 4 weeks later, I have recieved no refund after several calls, several emails to Lisa Kearney and head office! At the time I was so shocked, exhausted and tired that I paid  the deposit with no issues. I'm a well kept business man of black origin. I have stayed in Mercure and even many 5 star Hotels all over the world and have never been stereotyped or prejudged  in that manner. More points about the stay: I asked for no room service and returned for my wedding ring to have dissapeared My bed had broken springs, every move was painful, springs digging into my back. The bed was filled with dog hairs The hotel was very dingy, hollow and unclean staff members were outside drinking green tea, having fun and not interested in working or dealing with customer issues, it is highly unprofessional  being at the hotel and the staff members are at the main entrance  having a party! Wheres the professionalism? I tried to talk to two members who shrugged their shoulders and said "write to management " I have never experienced such low level of customer service. Unfortunately for me my experience at your hotel is the worst that I can remember in the years of travelling throughout the UK and abroad. I had my sleep so rudely interrupted, until 6AM and randomly so, by barking dogs and drunken guests, gueys shouting, loud traffic, ventilation and plumbing issue noises. To add insult to injury further the bed in the suite was also one of the worst that I have experienced at any hotel I have stayed in. The springs were extremely uncomfortable and noisy! I couldn't even stretch without the bed making  noise? last but not least the room was cold, unpleasant and hollow. Consistent bumps and banging noises throughout the night ensured I didn't get much sleep, infact not even an hours rest. I have never been charged for "insurance" in that manner, I was only told when I checked in about this extra £50 charge! The receptionist informed me it will be refunded into my account once "the room has been reviewed after I check out". I will be requiring full reimbursement of this charge and I also request a refund/reimbursement for my terrible,  uncomfortable stay. I am still in utter shock by this experience This hotel needs to be revamped, remodernised, updated and refreshed and the policy of dogs being able to sleep in the beds absolutely reviewed. The cleaning standards were most certainly not good enough for this pandemic we have in the world currently, I had to clean the room throughout before attempting to rest. I have Emailed Lisa Kearnley 3 times who is supposed to be the manager and I have been met with no response!

  01-01-1970
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  Lauren Goodman

  The hotel is very tired. Downstairs looks like a 4 star pleasing but when we come out of the lift instantly 2-3 star hotel. The doors and floors were outdated. The room was tiny. I'm not sure why the guest is paying different amounts of deposits. I paid £20. Damage deposit for what..when everything was old out. No electrics by the bed. Just in the wrong places. The walls were poorly stained—hair in my bed and bathroom. No menu. They told me the menu over the phone. The tv had primary channels that couldn't go onto Netflix despite there being a button. The walls are so thin so you can hear someone entire conversation and laughter. This place is a 3-star hotel. The hotel will be closed for some time. Let's hope it can be revamped to its full potential. Right now, I wouldn't stay again.

  01-01-1970
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  Eduardo Tozo

  Everything is ok

  01-01-1970
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  kelis lindo

  I would not recommend going to this hotel at all. The bedroom was too small as me and my boyfriend had to walk sideways to enter the other end of the room, very disappointed and annoyed that I had to pay a £50 deposit that took exactly a month to go back onto my account which is disgraceful; as I was told at check-out that the money would return back into my account 24 hours after checkout to then calling up the hotel to them say it would take 4-5 days, after the 4-5 days the money was still not in my account so I called the hotel 5 times to sort out the deposit situation to them then giving me an email and got no response to. I then had to take matters into my own hands and went down to the hotel to see why I still hadn’t received my money back to one of the receptionist saying that I needed a receipt that I had paid for the deposit, even though I did not revive a receipt to then being told that they cannot give me my money back unless I have the receipt as there wasn’t any proof; I then showed the receptionist my banking app and it clearly showed that I had paid the £50 and still didn’t want to transfer the money back into my account. Definitely not coming back to this hotel again definitely wouldn’t recommend to any body and if you want to waste your money then go ahead, as well as waiting a good 20 mins to be checked in and there was no staff in the lounge.

  01-01-1970
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  Kimberly Eslami

  01-01-1970
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  Jon Lee

  Great staff and service. Looked after very well. One gripe was the air con in my room was faulty

  01-01-1970