CG Kensington — Hotel in London

My wife and I have stayed previously 3 three times at CG Kensington, and this will be our last time. We stayed for our wedding anniversary as we enjoy visiting London. The room that we were provided was on the 5th floor, so the receptionist kindly changed it to the 4th floor. Much appreciated, but this is where the problems started. On entering the room was the size of a 'large cupboard' to be polite. The window was open with no safety latch (again, we are on the 4th floor - very unsafe). The bed was clearly very worn on one side and is a room that would be better suited to a single occupancy, rather than a couple. My wife had the comfortable unused side of the bed and I slept on the uncomfortable and overworn side of the bed, to the point that the bed frame was at a tilt towards the bathroom. The air conditioning unit (later to find out that there is no air conditioning in the building - do not use this property during a heatwave!) which the power button was flashing a bright green all night and you cant escape it as it a only a small room. The bathroom mirror had decided to flash continuously all night and stop working entirely, along with hot water pouring directly out of the bottom of the shower whilst in use with shocking pressure and the rainfall shower head had stopped working as well. This was reported to the Receptionist (approximately 4pm) and he attended the room and took pictures of this. We went out later for dinner (around 6pm) and asked for an update and he advised that he had emailed but no one in maintenance had bothered to get back to him because of how late we had reported these issues (check in as at 3pm). He also advised that he cannot change rooms and we will just have to put up with it. The following morning, I took photos and videos of the issues and we checked out approximately 10:30am and asked the same receptionist if any further information and his response was that no one had bothered to contact him at all during our stay. We asked regarding a refund, and was advised to speak to the company that we had booked the room through as they had taken payment. We then contacted the company and they advised that the refund could have been given on the day by the receptionist. We contacted the company several times regarding a refund along with the company we booked through. CG Kensington chose to ignore us both for around 2 weeks and we have had to chase this up again today, and they have told the company we booked through that the issues were resolved during our stay and they are refusing our refund. We wish that we had walked out of that room and gone to another hotel! AVOID THIS PLACE AT ANY COST - Its not a hotel, its a slapped together AIR BNB and now the building needs upkeep and maintenance, they are not interested as long as the money keeps rolling in and if there any issues, they will not help you in anyway and good luck to you trying to get your rightful refund that you are entitled to.

I have attached a photo of the water that was pouring out of the bottom of the shower that was apparently sorted...

My wife and I have stayed previously 3 three times at CG Kensington, and this will be our last time. We stayed for our wedding anniversary as we enjoy visiting London. The room that we were provided was on the 5th floor, so the receptionist kindly changed it to the 4th floor. Much appreciated, but this is where the problems started. On entering the room was the size of a 'large cupboard' to be polite. The window was open with no safety latch (again, we are on the 4th floor - very unsafe). The bed was clearly very worn on one side and is a room that would be better suited to a single occupancy, rather than a couple. My wife had the comfortable unused side of the bed and I slept on the uncomfortable and overworn side of the bed, to the point that the bed frame was at a tilt towards the bathroom. The air conditioning unit (later to find out that there is no air conditioning in the building - do not use this property during a heatwave!) which the power button was flashing a bright green all night and you cant escape it as it a only a small room. The bathroom mirror had decided to flash continuously all night and stop working entirely, along with hot water pouring directly out of the bottom of the shower whilst in use with shocking pressure and the rainfall shower head had stopped working as well. This was reported to the Receptionist (approximately 4pm) and he attended the room and took pictures of this. We went out later for dinner (around 6pm) and asked for an update and he advised that he had emailed but no one in maintenance had bothered to get back to him because of how late we had reported these issues (check in as at 3pm). He also advised that he cannot change rooms and we will just have to put up with it. The following morning, I took photos and videos of the issues and we checked out approximately 10:30am and asked the same receptionist if any further information and his response was that no one had bothered to contact him at all during our stay. We asked regarding a refund, and was advised to speak to the company that we had booked the room through as they had taken payment. We then contacted the company and they advised that the refund could have been given on the day by the receptionist. We contacted the company several times regarding a refund along with the company we booked through. CG Kensington chose to ignore us both for around 2 weeks and we have had to chase this up again today, and they have told the company we booked through that the issues were resolved during our stay and they are refusing our refund. We wish that we had walked out of that room and gone to another hotel! AVOID THIS PLACE AT ANY COST - Its not a hotel, its a slapped together AIR BNB and now the building needs upkeep and maintenance, they are not interested as long as the money keeps rolling in and if there any issues, they will not help you in anyway and good luck to you trying to get your rightful refund that you are...

The most disappointing hotel experience I have EVER had. When they say check-in is only until 9pm they mean it, and they will make absolutely no exceptions for you no matter the circumstance. Avoid this hotel at all costs and book quite literally anywhere else in the neighborhood. When I booked our room (months in advance), I saw in the confirmation email that check-in was only until 9pm. Because our flight landed at 7pm, I was afraid that we would not be able to arrive on time, so I immediately called (within MINUTES of booking) to cancel. I spoke to a rather friendly woman on the phone who informed me that the booking was non-refundable so if I canceled I would loose nearly 400 EUR. I understand that this is their policy, but seeing as that I had called within mere minutes of booking, I found this slightly unreasonable. However, she assured me that I would be able to arrive before the check-in time before 9pm as it only takes one hour to get to the hotel from the airport. Although I would have rather canceled, they quite literally left me no choice and I was forced to keep the reservation or loose the money I had saved for my trip. As luck would have it, our flight was of course delayed, and we arrived at the hotel THREE minutes past 9. I had tried calling the hotel while on the subway to inform them we were on our way but a few minutes late (they did not pick up the phone), and I emailed them as well. They replied simply stating that check-in closed at 9. We arrived at the hotel, in front of the entrance, at only three minutes past nine and they were no longer there. For how much this place costs, I don’t understand why they couldn’t wait literally THREE minutes so we could check in. We ended up paying 300 EUR to sleep at the Holiday Inn around the corner (as the neighborhood is quite expensive). The next day, when we arrived to check in, we told the front desk what happened and they were not apologetic in the slightest. The person simply said (in an extremely insincere tone) “sorry, but there’s nothing I can do”. Seeing as the quality of their customer service was quite literally the lowest I had ever experienced at any hotel, I wasn’t expecting them to do anything for us. But they couldn’t even manage to give us a sincere apology. Despite the room being nice, this place is absolutely not...