Citadines South Kensington London — Hotel in London

The worst hotel experience of my life We booked 5 nights at Citadines South Kensington London and it was an absolute disaster. We were forced to change rooms 4 times in less than 3 days. The first room was on a floor with a broken elevator, so we had to climb filthy, foul-smelling stairs. The second room was literally under repair, with workers and tools inside. The third had no air conditioning – they just dumped two noisy portable units until it was finally fixed the next day. The fourth had no kitchen sockets to plug in the toaster or kettle.

One of the room changes was due to so-called “security reasons” that staff refused to explain. The service was appalling: zero respect for guests, zero organization, zero professionalism.

My mother ended up exhausted, stressed, and upset from constantly packing and unpacking. This hotel should not even be operating in such conditions.

Unfortunately, the building itself is beautiful and the location is great, but they completely ruined our stay and only refunded one night out of five. Absolutely unacceptable.

The worst hotel experience of my life We booked 5 nights at Citadines South Kensington London and it was an absolute disaster. We were forced to change rooms 4 times in less than 3 days. The first room was on a floor with a broken elevator, so we had to climb filthy, foul-smelling stairs. The second room was literally under repair, with workers and tools inside. The third had no air conditioning – they just dumped two noisy portable units until it was finally fixed the next day. The fourth had no kitchen sockets to plug in the toaster or kettle.

One of the room changes was due to so-called “security reasons” that staff refused to explain. The service was appalling: zero respect for guests, zero organization, zero professionalism.

My mother ended up exhausted, stressed, and upset from constantly packing and unpacking. This hotel should not even be operating in such conditions.

Unfortunately, the building itself is beautiful and the location is great, but they completely ruined our stay and only refunded one night out of five. Absolutely...

Lovely place to stay, friendly staff, lovely peaceful small gym

Bathroom cleanliness could be improved , removing shower curtains and cleaning tiles .

Cleaner should come in to hoover rooms if guest stay more than a week as fluff and grit stay on the floor and could do with a quick clean up.

Let's dogs stay but there is nothing for a dog , no bed no toys no bowls no grass outside . So not great unless you fancy walking to the Kensington gardens everyday.

Bedding is comfortable however not great condition as many pillows and duvets are stained and have holes in , I even had a yellow stained pillow (supposed to be white ) which looked like someone had stabbed it several times :0

Citadines SHOULD supply a patch of grass outside for dogs and possibly blankets or beds for the dogs especially as you have to pay for them (even if they are small dogs who are non moulting!!).

Amenities that SHOULD be able to be asked for include - a baby gate , a clothes airer for people who want to dry there clothes naturally (me!). A few more glasses so you don't have to wash the 2provided every time you and your partner want a drink. A tall brush not a small brush that you have to crawl around with, so that you can sweep away any grit or dirt if the cleaner only comes in once a week.

Something I found highly annoying that there was no dish drying rack ! Even a pop up one would have helped as you have to use a tea towel to rest them all on and the other one to dry but I feel more towels needed or a rack .

However after all of these problems that occurred every week during the 6months I stayed here , the staff were wonderful polite and helpful especially Michael , the facilities were good and the stay was relaxing . So I would suggest a stay here but you may have to plan a bit before coming to make sure you have everything you need for...

Extremely Disappointing Stay – Never Again

We had a terrible experience during our stay. The fire alarm went off at 12:30am and wasn’t shut off until 6:30am — a full six hours of loud, disruptive noise. Only Levels 1 and 2 were affected, and all guests from those floors — including babies and young children — were left to sleep in the lobby. The explanation that it took an engineer six hours to come from Essex to turn off the alarm is simply unacceptable.

To make matters worse, one of the staff repeatedly asked if we had four children, despite my husband telling him five times that we only have two. No one made any effort to assist or relocate us during the night.

The only compensation offered was one night, despite the fact that the issue affected two full days of our trip. It was clear the management did not care about the extreme inconvenience they caused.

On top of all that, the room was in poor condition: mould in the bathroom around the sink and tub, and dirty carpets throughout.

The housekeeping came in and didn’t clean the kitchen and didn’t take away dirty towels.

Last day I went to open the curtains and it fell down on me. The rod can out of wall with screws almost hitting me.

We will never stay here again. The lack of accountability, poor service, and substandard hygiene made this one of the worst hotel experiences...