Gainsborough Hotel — Hotel in London

Just back from staying here while on a weekend in London. Second time staying in this hotel as the first time the stay was pleasant, no issues so booked again. This time we were given room 114 which is the smallest hotel room I have ever seen. The toilet seat was broken and would not stay up, there was no space to walk around the bed, only bed and walls. The window was looking out onto a school's playground which stayed very noisy until late afternoon. The toilet was the worst though, not even a square metre of space. So went to reception to complain very politely and was responded with "you booked standard double room, that's a standard double room". We explained how we stayed before in a standard double room that was quite big and there was many things wrong with our room and we were paying same price. It took a lot of squabble before they offered to give us a different room (keep in mind, there was no way this hotel was fully booked at all, only ever seen 2 other residents in my stay). They moved us down to the basement, the room was much bigger and the bathroom was fine. No heating. Had a very very small space heater so the room was very cold all the time. Our window was now on ground level with the school's playground also which felt very strange. They offered us complimentary breakfast because of all the issues we had. When we went for breakfast, we sat for a very long period of time only to find out we had to pay for an English breakfast, only the continental complimentary. Which was an absolute joke after the attitude given to us by the staff. Will never be returning here as long as I live. It shouldn't be possible to have such different experience but for a "4* hotel" and at that price, there is no way rooms like that should be allocated and the staff should be far more understanding and friendly. They were so rude. I would love to see proof that this even is 4 stars because it feels like 1. Wish I could give 0 starts. Please don't stay here, there are other hotels similar price in Kensington that are...

Had I got the room I'd initially paid for the rating would probably have been higher. Booked the same room and paid the same price as a friend, while they were fortunate enough to get the room front facing, we were not so fortunate and were given the room right next to the lift shaft! I knew immediately there would be no way I would be able to sleep with the lift whooshing past my head, literally, and then clunking at some point I believe between floor 2 and 3. Whilst I'm sure this wouldn't bother some people, being a light sleeper, I just knew. Hence I asked for a change of rooms. Didn't want an upgrade just a change! Not sure if the hotel was full with the only room being left being what looked like the staff room on the ground floor, but that was the alternative offered! What do I do? Refuse it, or accept? The carpet could do with a good shampoo. There was plenty wardrobe space (although we didnt need it) I hadn't seen the shower at that point, what I don't understand is why, if the shower enclosure has to be that tiny, why didn't they just create a wet room? I'm not little, but I'm not huge, UK 16/18, trying to move in the shower was near on impossible! In the end I stepped onto the mat outside the shower to wash before rinsing! The bed was at best a small double, and sadly, not at all a comfortable mattress! So, I didn't sleep well anyway, I should have just sucked it up with the lift noise! Sadly, not my best hotel experience. My friend had a much better experience. I suggest if you're a light sleeper, on booking, request not to be placed next to the lift shaft! Then hopefully you will be given the room you've paid for. So all in all for me a very disappointing experience. The upside was it was perfect distance from the Royal Albert Hall where we saw an amazing show, The Bands of The Royal Marines, would 100%...

We stayed at this hotel for a few days' visit in London. I have about 60 overnights per year at various hotels all over the world, so that is my background with this review.

The positives... Great location near the South Kensington tube stop. The front desk staff was extremely nice and helpful. They even allowed us to check in early without a fee when we were fully expecting to pay a fee. That was nice. The lobby is comfortable and inviting. The hotel rate was competitive. The hotel was clean and safe.

The negatives.... This hotel is advertised as a four star hotel but it definitely is not. If call it a 2.5 star hotel by American standards. The reasons for this? Starting with the elevator... It's very small. It can fit a large suitcase and a skinny human and that's about it. The rooms are just OK. Our room (105) was very plain with no artwork on the walls or really any decorative features. The room was directly adjacent to the elevator shaft, so you could hear the elevator running in the room all day and into the evenings. The bathroom was always abnormally cold. We were told that there was floor heating but it didn't work. The shower water temperature controller didn't work, so the water always came out at full hot temperature. We asked to get it fixed, and the staff said they would fix it, but we would have had to be in the room while maintenance was there. Apparently they can't fix anything in your room while you're gone for the day. Since we didn't want to spend our vacation sitting in our room waiting for maintenance to fix the shower, we decided to just live with it. The room had a space for a refrigerator and an in room safe but our room had neither of those things.

So I'd stay here again, but only if the price was low compared to...