Best Western Kensington Olympia Hotel — Hotel in London

If you want a relaxing hotel experience, I would not recommend staying here. There are many other places to go in London — I advise booking from those! ||We booked two rooms for the end of September 2025: one for my boyfriend and me, and one for my mother-in-law. Here’s what happened.||Issues with Early Check-In: We had reseved an Early Check-In. The information provided to us led us to believe that booking Early Check-in in advance + agreeing to pay extra £30 this would be a guaranteed service. We were very disappointed upon arrival as were told that the rooms were not ready, as it "still depends on availability." If a service is dependent on availability, it should have been informed clearly.||Serious Billing Errors: Once we checked in, the hotel attempted to charge the full cost of the rooms a second time, which was nearly €500 per room. This attempt happened to me twice (luckily both declined), but my mother-in-law was unfortunately charged a second time. This is an huge error, forcing her to spend time on her holiday calling her bank to get the transaction cancelled to avoid waiting days for the refund. This significant financial inconvenience spoiled the start of our trip. Plus it was clear to us that even the staff did not understand what happened at first.||Inadequate Compensation: The only compensation offered for these significant errors was a free breakfast for one morning, valued at approximately £29.85 in total. This felt completely inadequate given the time wasted, the financial stress of the double-billing, and the overall lack of service we experienced.||We do not feel the hotel genuinely cared about the inconvenience and financial trouble caused. Even after feedback send via their website.||The hostess on the front desk informed us that it was her first day on the job. She was left alone to deal with customers. So thorough onboarding clearly isn’t part of this...

If you want a relaxing hotel experience, I would not recommend staying here. There are many other places to go in London — I advise booking from those!

We booked two rooms for the end of September 2025: one for my boyfriend and me, and one for my mother-in-law. Here’s what happened.

Issues with Early Check-In: We had reseved an Early Check-In. The information provided to us led us to believe that booking Early Check-in in advance + agreeing to pay extra £30 this would be a guaranteed service. We were very disappointed upon arrival as were told that the rooms were not ready, as it "still depends on availability." If a service is dependent on availability, it should have been informed clearly.

Serious Billing Errors: Once we checked in, the hotel attempted to charge the full cost of the rooms a second time, which was nearly €500 per room. This attempt happened to me twice (luckily both declined), but my mother-in-law was unfortunately charged a second time. This is an huge error, forcing her to spend time on her holiday calling her bank to get the transaction cancelled to avoid waiting days for the refund. This significant financial inconvenience spoiled the start of our trip. Plus it was clear to us that even the staff did not understand what happened at first.

Inadequate Compensation: The only compensation offered for these significant errors was a free breakfast for one morning, valued at approximately £29.85 in total. This felt completely inadequate given the time wasted, the financial stress of the double-billing, and the overall lack of service we experienced.

We do not feel the hotel genuinely cared about the inconvenience and financial trouble caused. Even after feedback send via their website.

The hostess on the front desk informed us that it was her first day on the job. She was left alone to deal with customers. So thorough onboarding clearly isn’t part of this...

I had an amazing time at this Best Western hotel in West Kensington. As a San Francisco Bay Area native, my family stayed at a Best Western in Los Angeles when I was 9 and I remember the cleanliness and hospitality to this day, so when I began to book my vacation to England and saw that I could stay in a Best Western, I didn't look any further.

The lobby was clean, the building was secure, and my room was clean as well. The only thing I wished was different, is that I wish the desk was a bit larger and that the room had a mini fridge and a microwave.

But what stood out to me was the hospitality. Vijay, Vivek, Sandra, Samuel, and the cleaning ladies were all so incredibly kind to me from the moment I called about my reservation back home in California, until the moment I checked out and handed back the key at the end of my vacation.

Vivek saw how tired I was from my 11 hour flight when I arrived and was able to get me into my room before the 3 PM check-in time so I could shower and sleep. He also loaned me an outlet adapter for my US chargers.

Samuel was so kind to me when I'd ask for clarification about the safe and not-so-safe areas of London, London attractions, travel, etc.

When I was tired of working from my room and came down to the lobby to work on my laptop, Sandra was so polite and kind and made me feel invited to be down there.

Vijay was as helpful, as kind, and as welcoming throughout my stay as everybody else.

So were the cleaning women, who were also so smiley and friendly and kind.

Despite having relatives in different parts of London and surrounding areas, I was staying in West Kensington myself. The hotel staff being so friendly and kind to me throughout my vacation made me feel like I wasn't in West Ken alone, and believe it or not, really added something special to my stay. I will...